Creating a customer-centric strategy is vital for businesses aiming to thrive in today’s competitive environment. Understanding your customers...

Building such a business culture requires more than just lip service; it requires...

Success in the modern digital-led and fast-paced business landscape is often determined by a company's ability to adapt, evolve, and overcome challenges. One of the most powerful assets at your disposal for achieving business growth and success is the voice of the customer.

We’ve been talking about personalisation for pretty much as long as I can remember! At least 25 years. Yet you can count on one hand how many times you...

In the dynamic landscape of business and marketing, two terms often surface, seemingly similar yet distinctly different – "customer-centric" and "human-centric." While these phrases may appear interchangeable, a closer examination reveals...

In today's competitive business landscape, where consumers are spoilt for choice and the variety of brands, the significance of a well-crafted Customer Experience (CX) strategy cannot be overstated.

Looking after your customers starts with looking after your people.

These days, it seems as though everyone’s talking about it, but how many businesses are really delivering it? How many really understand what it means to be an end-to-end customer centric business? 

The traditional ROI model may no longer be sufficient to ensure lasting success and competitive advantage. To truly thrive, businesses must embrace a new set of metrics that align with customer values and aspirations.

We are obsessed with reporting. But that’s too often all we end up doing. As we’re great at reporting on the outputs of what we do. Conversion rates, AOVs (average order values), UPTs (units per transaction), dwell time, bounce rates, abandonment rates, traffic, unique users, returning users…the list goes on.

Understandably, you might think that customer service and customer care are the same thing. But they’re not. There’s a not-so-subtle difference between the two. The former being about serving and the latter about caring. They are driven from a different place culturally, and practically that manifest themselves in the experience the consumer has. Which is very different from one approach to the other. 

The organisational structure and skills required for customer centricity.

This comprehensive guide explores the transformative power of an employee-first approach, revealing how prioritizing people can revolutionize business performance, create a thriving workplace culture, and drive long-term organizational success.

Multi-sensory design is revolutionizing retail accessibility by creating shopping environments that go beyond visual cues. By integrating tactile, auditory, and olfactory elements, businesses can provide truly inclusive experiences for visually impaired shoppers, enhancing independence and comfort.

This comprehensive guide explores how innovative technologies are fundamentally transforming the retail landscape. From AI-powered personalization and augmented reality fitting rooms to contactless payments and smart inventory systems, retailers are leveraging technology to create exceptional customer experiences, streamline operations, and drive business growth in an increasingly competitive market.

This comprehensive guide explores the complex world of consumer insights, explaining how businesses can go beyond surface-level data to truly understand their customers. From traditional research methods to cutting-edge technologies, we examine the tools and strategies that enable deeper customer understanding. The article addresses common challenges in consumer research and provides actionable frameworks for implementing insights across your organization.

This comprehensive guide explores how cosmetic brands can build meaningful connections with minority customers through authentic representation, inclusive product development, cultural sensitivity, and community engagement. From addressing the historical exclusion in the beauty industry to implementing practical solutions like expanded shade ranges and diverse leadership, this article provides actionable insights for brands seeking to create truly inclusive beauty experiences.

This comprehensive guide explores the critical partnership between retailers and consumers in tackling plastic pollution. Learn about innovative store initiatives, consumer-driven changes, and practical strategies that both parties can implement to reduce plastic waste in the retail ecosystem. Discover how small changes in shopping habits and business practices can create a meaningful environmental impact.

This comprehensive guide explores how brands can better support and accommodate customers with invisible disabilities. From understanding the range of non-visible conditions to implementing practical solutions across physical spaces, digital platforms, and customer service interactions, learn how businesses can create truly inclusive experiences that benefit all customers while building brand loyalty and compliance with accessibility standards.

This comprehensive guide explores practical approaches for both consumers and fashion brands to adopt more sustainable clothing practices. From mindful purchasing and proper garment care to innovative business models and transparent supply chains, learn how every stakeholder in the fashion ecosystem can contribute to reducing the industry's environmental footprint while still enjoying style and profitability.

Artificial intelligence is revolutionizing retail customer experiences through personalized recommendations, intelligent chatbots, predictive inventory management, and immersive technologies. This comprehensive guide explores how AI solutions address key retail pain points while creating more engaging, efficient, and personalized shopping journeys across both physical and digital channels.

These specialized presenters deliver expert insights on retail innovation, e-commerce trends, and customer experience strategies through engaging digital formats. This comprehensive guide explores the significant benefits of featuring virtual retail keynote speakers at corporate events, how to select the ideal presenter, and strategies for maximizing their impact on your retail organization's growth and success.

A powerful keynote speaker sets the tone, delivers value, and leaves a lasting impression on attendees. Whether your event is about leadership, customer experience (CX), innovation, or business growth, the right speaker can elevate your conference in ways you never imagined.

The fractional CCO is a valuable addition to modern executive leadership. For businesses committed to customer-centricity but facing resource limitations or uncertainty about full-time needs, this model serves as the ideal bridge to world-class customer experience leadership.

This comprehensive guide explores how executive roundtables serve as powerful platforms for business growth, leadership development, and strategic innovation. Learn why successful organizations leverage these collaborative forums for problem-solving, networking, and gaining competitive advantages in today's dynamic business landscape.

This comprehensive guide explores how leadership advisory services enhance executive decision-making capabilities. Learn about advisory approaches, strategic frameworks, and practical implementation strategies for better business outcomes.

This comprehensive guide helps organizations develop and implement effective corporate training programs focused on leadership development and customer experience excellence. Learn about program design, implementation strategies, and measurement frameworks for successful outcomes.

This comprehensive guide explores the critical intersection of data privacy and customer-centric strategies, providing practical frameworks for businesses to protect customer data while maintaining personalized experiences and trust.

This comprehensive guide helps retailers develop detailed customer personas to enhance their marketing strategies. Learn how to gather customer data, analyze behavior patterns, and create actionable personas that drive retail success across all channels.

This comprehensive guide helps retailers design and implement successful loyalty programs that drive customer retention, increase revenue, and build lasting relationships. Learn about program structures, rewards strategies, implementation techniques, and measurement frameworks.

This comprehensive guide helps retailers transition from traditional transaction-based operations to relationship-focused business models. Learn practical strategies, implementation techniques, and best practices for building lasting customer relationships that drive sustainable growth.

This comprehensive guide explores practical solutions for brands looking to reduce packaging waste in retail operations. Learn about sustainable packaging alternatives, optimization strategies, and implementing effective waste reduction programs while maintaining product protection and customer satisfaction.

Improving e-commerce customer experience requires a blend of technology, personalization, and efficient services. By optimizing website speed, leveraging AI, offering omnichannel support, and refining engagement strategies, businesses can enhance CX, increase conversions, and build stronger customer loyalty.

Enhancing B2B customer experience is crucial for fostering long-term relationships and driving business growth. By mapping the customer journey, utilizing AI, and implementing CX tools, businesses can create standout experiences that differentiate them from competitors.

Customer retention is no longer optional—it’s essential for business success. By understanding customer needs, reducing churn risks, and leveraging the right tools, companies can build stronger, more profitable relationships. Aligning business strategies with customer-centric values not only enhances loyalty but also unlocks greater potential for sustained success.

Customer Experience (CX) is a vital driver of business growth, enhancing customer loyalty, revenue, and brand reputation. By leveraging data-driven insights, continuous improvement, and customer-centric strategies, businesses can create exceptional experiences that lead to long-term success.

Retail business transformation and customer experience improvements are essential strategies for future-proofing your brand in today’s fast-paced market. By collaborating with expert consultants and implementing innovative approaches, you can redefine your retail strategies, leverage digital transformation, and place customer satisfaction at the core of your business.

Creating a customer-centric culture begins with empowering your employees. By investing in training, fostering collaboration, and providing the right tools and autonomy, you can equip your team to deliver exceptional customer experiences.

Enhancing customer service in retail requires commitment, innovation, and a focus on putting customers first. By adopting proven strategies, retailers can deliver outstanding shopping experiences that boost loyalty, satisfaction, and growth.

Customer experience audit services play a crucial role by thoroughly evaluating customer interactions, feedback, and behavior. These audits help identify gaps in the customer journey, assess performance across touchpoints, and align business strategies with customer expectations, making them a powerful tool for driving business growth.

In 2025, the future of customer experience will be shaped by trends like personalization, omnichannel strategies, proactive support, immersive technologies, and sustainability. These innovations are transforming how businesses engage with and retain customers. Companies can build meaningful, lasting connections with their audience by embracing these trends.

This article discusses practical strategies for promoting sustainable shopping, focusing on energy efficiency, sourcing sustainable products, and reducing waste. It highlights the importance of retailers adopting practices prioritizing environmental and social responsibility to support eco-friendly consumer choices.

This article explores effective strategies for building trust with online retail customers, emphasizing the insights of Martin Newman, a seasoned expert in customer experience. It highlights the importance of trust signals, such as website design, social proof, and security measures. By addressing common trust barriers and implementing a trustworthy web experience, retailers can convert hesitant shoppers into loyal advocates.

Martin Newman’s customer experience workshops for retail teams equip participants with essential skills to meet rising customer expectations. With over 40 years of experience, Newman shares proven strategies to enhance customer service, bridge the digital-physical divide, and create a customer-centric culture. These workshops focus on practical, actionable insights that lead to improved customer satisfaction, increased revenue, and long-term business success.

This guide explains how retailers can use big data to better understand their customers and improve business performance. With insights from Martin Newman, it covers strategies for enhancing customer experiences, optimizing inventory, and adjusting pricing. By effectively leveraging big data, retailers can increase profits and customer satisfaction.

This article explores the transformative power of Customer Experience (CX) thought leadership, highlighting Martin Newman as a key figure in the field. With a track record of turning casual customers into loyal advocates for brands like Burberry and Harrods, Newman emphasizes the importance of customer-centric strategies. The article discusses how engaging a CX expert can lead to significant improvements in revenue, operational efficiency, and brand loyalty, ultimately positioning businesses for long-term success in a competitive landscape.

This article explores the vital role of customer experience consulting in retail, highlighting Martin Newman, a seasoned consultant known for his impactful strategies. With a proven track record of enhancing customer satisfaction and retention for iconic brands, Newman emphasizes that exceptional customer experiences drive significant financial returns. The article details the transformative methodologies employed, showcasing measurable improvements in key performance metrics across various retail sectors. It underscores the necessity of expert guidance to bridge the gap between customer expectations and service delivery.

Handling customer returns effectively is crucial for retail success. This guide offers actionable strategies for smooth return processes, fraud prevention, staff training, automation, and inventory management, helping retailers reduce losses and retain customer loyalty.

Discover proven strategies to increase foot traffic in physical retail stores. From location optimization and visual merchandising to digital integration and special events, learn how to attract more customers, compete with online retailers, and create compelling in-store experiences that keep shoppers coming back.

Master the art of handling negative retail reviews with our comprehensive guide. Learn proven strategies for monitoring, responding to, and preventing bad reviews while turning unhappy customers into loyal advocates through effective service recovery and response techniques.

Learn how to transform customer complaints into opportunities for growth with this comprehensive guide to retail complaint management. Discover essential strategies for complaint documentation, staff training, cultural sensitivity, and digital solutions that help turn upset customers into loyal fans.

Poor customer service can hurt your business. This complete guide shows how to train retail staff to excel in customer interactions. Discover essential skills, product knowledge tips, and proven methods for handling complaints and maintaining service standards. With the right training, your team can enhance customer experiences, build loyalty, and outperform competitors.

Discover how to transform your struggling online store into a high-converting e-commerce platform by addressing common issues like slow loading times, complicated navigation, and checkout friction. This comprehensive guide covers essential optimization strategies including mobile responsiveness, streamlined cart experiences, and trust-building techniques. Learn practical solutions to reduce cart abandonment and create a shopping experience that keeps customers coming back for more.

Learn how to transform one-time buyers into loyal customers through effective relationship building, irresistible loyalty programs, and personalized shopping experiences. This comprehensive guide covers essential strategies for outstanding customer service, smart follow-up systems, and technology integration for better retention. Discover practical methods to prevent customer churn and implement data-driven approaches that keep customers coming back.

Customer experience (CX) is a game-changer for retail success, influencing everything from revenue growth to customer loyalty. Data reveals that personalized shopping, seamless omnichannel strategies, and high-quality service lead to larger purchases, stronger retention, and competitive differentiation. Collaborate with Martin Newman to leverage expert strategies and transform your business.

Struggling with disconnected channels and losing sales like Sarah, a retail manager? Discover 12 proven strategies to fix cart abandonment, inventory chaos, and fragmented customer experiences. Learn how top brands like Nike and Target boosted their cross-channel sales by 37%. It’s time to transform your omnichannel approach and deliver seamless, personalized shopping journeys.

In the evolving retail landscape, customer engagement isn't just important—it's transformative. Engaged customers bring higher revenue, stronger loyalty, and powerful advocacy. Explore 7 proven strategies to turn casual shoppers into lifelong brand advocates, from personalization and loyalty programs to experiential shopping and tech integration. Discover why engagement is the key to retail success.

Your customers hold the secret to your business growth. Their feedback isn’t just helpful; it’s transformative. This guide explores the best ways to gather meaningful insights, from post-purchase surveys to social media listening and customer interviews. Learn why feedback matters, how to ask the right questions, and how Martin Newman’s expertise can help elevate your customer experience.

Retail businesses are facing rapid changes and increased competition. Advisory boards, especially those with retail expertise, offer valuable guidance in areas such as governance, risk management, performance optimization, and customer experience. This article explores how retail organizations can thrive through advisory boards, with insights from Martin Newman, a global retail expert. By focusing on customer-centric governance and actionable strategies, Martin helps businesses navigate challenges, improve compliance, and drive sustainable growth.

In a customer-driven world, businesses must focus on customer-centricity for success. Despite the clear profitability of customer experience (60% higher profit for leading companies), many businesses fall short of satisfaction in their customer performance. With the customer experience management market projected to grow exponentially, companies must adapt to emerging trends like AI, hyper-personalization, and immersive technologies to stay competitive. This transformation is crucial, as customer expectations evolve rapidly, demanding innovative solutions and ethical practices to build trust.

In this article, Martin Newman, an expert in customer experience and centricity, shares his insights on building a customer-first strategy. With over four decades of experience, Martin outlines actionable steps businesses can take to improve customer engagement, loyalty, and satisfaction. The article highlights the importance of aligning business operations with customer needs and offers practical tips for achieving excellence in customer service.

Explore the essential role of mystery shopping in enhancing customer experience, with insights from Martin Newman, a leader in customer-centric strategies. Discover how tailored evaluations and actionable insights can help businesses boost sales and improve service quality. Learn how to hire the right mystery shopping consultant for measurable business growth.

The article discusses the importance of recommended retail pricing (RRP) in the retail industry, exploring how it affects businesses, consumers, and the overall shopping experience. It covers the process of setting RRP, its legal considerations, and its impact on different retail sectors.

The article explores how omni-channel retailing is transforming the customer experience by seamlessly integrating physical and digital shopping channels. It covers the benefits, challenges, and key components of an effective omni-channel strategy, including technology infrastructure, customer experience, and implementation best practices.

Mastering Key Performance Indicators (KPIs) is essential for retail success. Martin Newman’s insights highlight that businesses effectively tracking and acting on their KPIs experience a 21% higher customer retention rate and a 15% increase in average transaction value. By aligning KPIs with customer-centric goals, retailers can significantly enhance performance and profitability. This article explores various KPIs, their significance, and actionable strategies to optimize them for sustained growth in a competitive landscape.

Unlock powerful techniques to boost your retail sales and foster customer loyalty. Discover 25 proven strategies, from optimizing store layouts and digital signage to loyalty programs that drive revenue growth. This guide covers everything you need to know to create lasting customer connections and achieve retail success.

Retail is at a turning point with AI driving critical improvements across operations, customer experience, and supply chain management. This guide provides actionable insights for retailers at any stage of AI implementation, highlighting substantial gains in efficiency, customer satisfaction, and competitive advantage. Explore how AI adoption can future-proof retail businesses as the industry’s AI usage is set to soar by 200% in the coming years.

Unlock the latest insights into AI in retail! From implementation costs and job impact to the leading brands adopting AI, this guide answers the most pressing questions. Discover practical tips for small retailers and the essential steps to start leveraging AI effectively.

This article explores customer-centric crisis management, offering insights on implementation for small businesses, common mistakes to avoid, the impact of social media, and the role of corporate culture in crisis response. It emphasizes the importance of prioritizing customer needs and building trust during challenging times.

This comprehensive guide on Customer Centricity ROI Analysis explains how to measure, optimize, and demonstrate the financial impact of customer-centric initiatives. It covers key metrics like Customer Lifetime Value, Customer Acquisition Cost, and Net Promoter Score, as well as strategies for calculating ROI, overcoming measurement challenges, and using tools for analysis. The article also discusses industry-specific considerations, case studies, and ethical aspects of customer centricity ROI.

This comprehensive guide explores customer centricity in business, discussing its importance, benefits, and common barriers. It provides practical strategies for overcoming organizational, cultural, technological, and financial challenges to implement a customer-centric approach. The article offers insights on developing a customer-focused culture, leveraging technology, aligning organizational structure, establishing metrics, and securing leadership commitment. It concludes with case studies, future trends, and answers to frequently asked questions about customer centricity.

This article emphasizes the importance of a customer-centric approach, showcasing practical methods for understanding and catering to customer needs. It highlights the benefits of active listening, tailored communication, and building long-term relationships over mere transactions. By mapping the customer journey, identifying key touchpoints, and creating detailed buyer personas, companies can enhance their outreach strategies and foster deeper connections with their customers. Embracing this mindset not only boosts customer satisfaction but also significantly increases profitability.

This guide explores how putting customers at the heart of your business can give you a competitive edge. It covers practical steps to create a customer-first strategy, from improving customer experience to using technology and building lasting relationships. You'll learn how to shift company culture, engage employees, and use smart tech to meet customer needs effectively.

This insight explores the concept of a customer-centric business model, which prioritises the needs and experiences of customers in every organisational decision. It highlights the significance of understanding the customer journey, utilising data-driven insights, fostering cross-functional collaboration, and creating personalised experiences. By adopting this approach, businesses can enhance customer satisfaction, loyalty, and long-term growth, ultimately thriving in a competitive marketplace.

Customer-centric marketing puts the customer at the centre of all marketing efforts, focusing on personalised experiences and building long-term relationships. As consumer expectations evolve, this approach helps businesses improve loyalty, increase satisfaction, and drive growth. The article outlines the shift from product-centric to customer-centric strategies, highlighting data-driven personalisation, omnichannel marketing, and customer engagement.

Learn the importance of Customer Centric Selling (CCS) for businesses aiming to build lasting customer relationships. It highlights the benefits of understanding customer needs, fostering empathy, and employing value-based selling. It outlines how CCS can enhance sales performance and customer satisfaction through real-world examples and practical tools. The article also features insights from Martin Newman, a leading authority in customer experience, offering resources for organisations to adopt effective customer-centric strategies.

Businesses must adopt a customer-centric operating model to thrive. This article delves into the definition and significance of customer-centricity, outlining key components such as customer journey mapping, cross-functional collaboration, and data-driven decision-making. It also provides actionable implementation steps and addresses common challenges organisations face, including resistance to change and balancing efficiency with customer focus. Featuring insights from Martin Newman, an authority on customer experience, this article serves as a comprehensive guide for businesses aiming to enhance customer satisfaction and drive sustainable growth.

Mystery shopping is a valuable tool for businesses to assess service quality, product presentation, and customer satisfaction. This guide explains the different types of mystery shopping, its benefits, and practical tips, including insights from expert Martin Newman on maximizing effectiveness and improving customer experience.

Customer expectations have significantly evolved, and businesses that focus on customer-centricity are achieving greater success. Martin Newman, a leading expert in customer-centric strategies, guides companies through this transformation by helping them align their strategies with customer needs. With over 40 years of experience and a proven track record, Martin offers unparalleled expertise in this field. Companies that prioritize customer-centric approaches enhance customer loyalty and see substantial growth in profits and long-term success.

Let's explore the key differences between B2B and B2C customer centricity, highlighting how both sectors tailor their approaches to meet unique customer needs. With real-world examples, insights, and strategies, you'll gain a clear understanding of how to optimise the customer experience in your business, whether you're in B2B or B2C.

The retail industry is rapidly evolving, making keynote speakers crucial in guiding businesses through these changes. In 2025, key trends in retail will include customer-centric innovation, sustainability, AI integration, diversity, and experiential retail. Staying ahead of these trends is essential for success, as consumers increasingly demand personalized, ethical, and tech-driven shopping experiences. This article explores these trends and highlights Martin Newman, a leading expert in retail and customer experience.

Explore how Martin Newman's Customer Centricity Consulting Services revolutionizes customer experience. Discover expert strategies and tailored solutions to align your business with a customer-first approach and boost growth and satisfaction.

Creating a customer-centric organisation means rethinking every aspect of your business to focus on meeting customer needs. This shift isn't about a single strategy but embedding a customer-first mindset throughout the organisation. By focusing on customer-centric design, businesses can boost satisfaction, loyalty, and profitability. Martin Newman, a leading expert in customer experience, provides invaluable guidance on this transformation. His extensive experience, authoritative books, and engaging keynote speeches offer actionable insights and practical advice for embedding customer focus into every facet of your business.

Learn about the essential KPIs for measuring customer centricity, including Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and Customer Lifetime Value (CLV). Learn how to use these metrics to evaluate and enhance customer satisfaction, loyalty, and overall experience.

Martin Newman is a renowned customer experience speaker with over 40 years of expertise in retail and e-commerce. Known for his engaging keynotes, Martin provides actionable insights on customer-centric strategies that can transform businesses. By hiring Martin, you can inspire and educate your audience, making him an ideal choice for events focused on enhancing customer experience.

Martin Newman is a leading customer experience speaker with over 40 years of industry experience. Known as "The Consumer Champion," he has worked with top brands like Burberry and Ted Baker, and authored bestselling books on customer experience. Martin delivers engaging and insightful keynotes on customer centricity, offering practical steps to improve business performance. He is a sought-after speaker for events, providing valuable guidance on creating customer-focused strategies.

Delighted to announce my new role as Board Advisor, Customer Centricity at Neve Jewels Group! Joining a talented team at Diamonds Factory, Austen & Blake, and Sacet, we're committed to exceptional customer experiences and ethical jewellery. Follow our journey as we elevate the brand and focus on customer-centric growth.

Learn from Martin Newman, "The Consumer Champion," how to revolutionize your business by prioritizing customer experience. With 40 years of expertise, Martin has transformed brands like Burberry and Harrods. Discover key strategies for creating happy employees, solving problems, and building emotional connections. Get practical tips on personalizing interactions, empowering your team, and leveraging technology. Embrace a customer-first approach to drive loyalty, innovation, and success. Explore Martin's Mini MBA, consult him for advisory services, or book him for your next event to gain invaluable insights.