100 Practical Ways to Improve Customer Experience

“Think of yourself as a customer service business that just happens to sell stuff.”

Published in September 2018, 100 Practical Ways to Improve Customer Experience is Martin’s first book, born of 30 years of experience in the retail space.

100 Practical Ways to Improve Customer Experience book cover

Martin knows just how you can leverage your proposition for the benefit of the customer and, ultimately, your company. With his 100 Practical Ways to Improve Customer Experience, he has handily detailed the varied steps that consumer-facing verticals can take to attract and retain customers.

The book covers many verticals including financial, fashion and automotive, and contains contributions from industry heads such as Morgan Tan, Leila Fourie and Craig Smith. With chapters such as “How to be disruptive in your own business” and “Retail as a service”, the book serves as a deep-dive into the intricacies of customer-centricity.

The customer is at the heart of most industries. If they’re not already, then you need to put them there. Luckily, 100 Practical Ways to Improve Customer Experience is on hand to show you how!


About the author

Martin is a key player in the retail industry, having had major roles with retailers such as Ted Baker, Pentland Brands and Burberry. As such, he is intimately familiar with the customer journey. Read more about Martin here.

The book is co-authored with Professor Malcolm MacDonald, an Emeritus Professor at Cranfield University and an industry expert in his own right. Learn more about Malcolm here.

The book is published by Kogan Page.