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Refocus on the customer to outstrip your competition and increase profitability, with invaluable insight into the direct correlation between customer-centricity and shareholder value, proven by today's most successful companies.
List of contents
Section - 00: Introduction Section - 01: The fundamental building blocks for sustainable commercial success; Section - 02: Buy less, eat better, experience more; Section - 03: The fallen - The brands that have sadly bitten the dust and why; Section - 04: The resurrected; Section - 05: Brands that have stood the test of time and why; Section - 06: Customer-centricity - it all adds up; Section - 07: Employee-first - The first building block in driving customer-centric transformation; Section - 08: Purpose before profit - The shift from value to values; Section - 09: Diversity and inclusion - On the outside and the inside; Section - 10: Commercially successful disruptive business models in consumer sectors; Section - 11: If you were starting a retail business today, what would it look like?; Section - 12: To infinity and beyond - What makes a successful bank, airline and car dealer in the 2020s?; Section - 13: We all gravitate towards social people - The same can be said of brands; Section - 14: Generation Z will show us the way; Section - 15: The road map to customer-centricity; Section - 16: Index
About the author
Martin Newman based in London, UK, is founder of Customer Service Action and The Customer First Group. Known as the Consumer Champion, he is a force for positive change for both consumers and brands and appears regularly on BBC TV and Radio, Sky, ITV, Channel 5, LBC, The Times, FT and more, to discuss consumer issues relating to the retail, travel, casual dining, automotive and financial services sectors.
Amongst his many accolades, Martin has featured in Retail Week's top 50 eTail Power List for five years in a row, has been named in the Retail Insiders top 100 Retail Movers & Shakers list for several years consecutively and the British Vogue Online Fashion 100.
Martin has leveraged his 37 years of experience working in consumer sectors heading up the multichannel operations of some of the world's leading brands including Burberry, Intersport, Pentland Brands (Speedo, Berghaus), Harrods and Ted Baker to author the bestselling 100 Practical Ways to Improve Customer Experience (which was shortlisted for the Business Book of the Year Awards 2019) and his new book, The Power of Customer Experience.
A successful entrepreneur, following his career in the consumer sector, he founded and scaled a global ecommerce and digital consultancy, Practicology, to 100 people with offices across the UK, EU, Middle East and Asia, and subsequently sold in 2018 to the US company Pattern.
Today, he is a Non-Executive Chairman of the Scout Store, Chairman of the advisory board for Mayborn Group, a board advisor to Clearpay, a Trustee of In Kind Direct and a member of the prestigious KPMG IPSOS Retail Think Tank.
