books

Martin is the author of two best-selling books. 100 Practical Ways to Improve Customer Experience is seen as definitive within the sector and was shortlisted for the Business Book of the Year Award 2019 and The Power of Customer Experience, the must-have book on how to use Customer-centricity to drive sales and profitability.

100 Practical Ways to Improve Customer Experience image

Virtually all consumer-facing businesses talk about putting the customer first, but in reality, few deliver on this as effectively as they could. 100 Practical Ways to Improve Customer Experience walks readers through a wealth of practical tips, tools, guidelines and frameworks, for implementing customer-focused marketing strategies at every step of the customer journey. By ensuring that the customer remains the key focus, companies can identify areas in need of improvement and implement relevant steps throughout the value chain to transform their business.

sample chapter

Also Available In:

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WHAT PEOPLE ARE SAYING

100 Practical Ways to Improve Customer Experience image

"The vital importance of customer-centricity is an enduring business truth. Newman and McDonald's book creates a contemporary perspective on how businesses can embrace this goal in new ways. Typically, their ideas are hugely practical and straightforward for organizations to implement."

David Wild

CEO, Domino’s

"A pithy, practical, enjoyable and thought-provoking book that brings new insights into consumer behaviour and how to improve the experience you deliver. This book will appeal to anyone who works in a consumer business, irrespective of the sector. A book that you can read from cover to cover and then dip in and out of when you are looking for inspiration to change the way you might be framing a consumer challenge. I really love the practical and relatable examples."

Debbie Hewitt

MBE, Chairman, White Stuff

"Written by one of the world's leading multichannel customer experience experts with the support of one of the world's leading marketing academics, this practical guide to improving customer experience is essential reading for anyone who wants to thrive in an increasingly disrupted, hyper-local, mobile world. I have worked with both of them separately, but this author combination provides a powerful fusion."

Andy Rubin

Chairman, Pentland Brands

"100 ways to turn disruption into opportunities. This book should become your best friend in a fast-changing retail environment. Newman's common sense is brilliant!"

Paul Delaoutre

President, Al-Futtaim Retail

"If you are a CEO, buy this book for your team and devote an off-site day (or two) to undertaking an honest appraisal of how you score against Martin Newman's 100 recommendations for transforming your service culture. If you are not a CEO, buy this book and give it to your CEO."

Richard Pennycook

Non-Executive Director and Chairman, retail sector

The Power of Customer Experience

In The Power of Customer Experience, Martin presents clear data that proves the direct link between customer-centricity with profit and shareholder value. Drawing on examples from well-known companies like JD Sports, Delta Airlines, Lego, Selfridges, BMW, Hilton, Deliveroo and Uber, it analyses how organizations provide the most effective customer experience, and reveals the strategies that have allowed them to succeed.

sample chapter

WHAT PEOPLE ARE SAYING

The Power of Customer Experience

"As we try and make sense of how to grow our businesses in a disrupted world, Martin has done the thinking for us. Here is a well-researched and practical guide on to how to build a sustainable and commercially successful business based around customer-centricity. An essential read for anyone, at any level, involved in selling products and services to customers."

Andy Rubin

Deputy Chair, Pentland Group

"Customer centricity is one of those topics that's easy to talk about but hard to do. Martin does a brilliant job here of breaking this down into a thoughtful but eminently practical toolkit."

Doug Gurr

Director of the Natural History Museum, formerly CEO Amazon UK, President Amazon China

"A masterclass for anyone who has a genuine interest in improving the experience of their customers. It is full of real-life examples of brands who have lost their way, as well as those who have found a whole new way to excel. An insightful and practical read that is an enjoyable journey. So many powerful lessons from so many different sectors, delivered with authority."

Debbie Hewitt

MBE, Chairman, White Stuff

"A superb read for customer-centric leaders on a mission to embrace the best ways of leveraging and driving the new paradigm of how and why consumers buy and build your brand equity. Packed with insightful and comprehensive reference points, Martin has provided an excellent combination of a thought-provoking read and a pragmatic framework to implement."

Vince Gunn

CEO and NED

"Another excellent book by Martin Newman - packed with helpful case studies and examples, providing easy-to-understand frameworks that can be applied in any business. The world is continuously changing, and Martin picks up on the shifts in consumer behaviour driven by global questions such as diversity and inclusion, climate change and the broader ethical questions of consumerism."

Eve Henrikson

Online Director, Tesco

"If you are serious about transforming your business to become "customer centric" which only a few very successful companies truly managed to achieve, then this is your must-read book. Martin, in his typical authentic style, shows us the way with clarity and conviction; providing valuable, actionable insights and useful frameworks supported with numerous up-to-date case studies. For me, this a guidebook for retailers to thrive, not just survive."

Koray Gul

ex COO Missguided

"Imagine working for an organization that creates value for customers, value for those in the organisation who create it, value for stakeholders and value for the Planet. Martin Newman is one of the few people I know who really understands the meaning of the word "value". This is a fantastic book that will show you how to create it."

Professor Malcolm McDonald

MA(Oxon) MSc PhD DLitt DSc Emeritus Professor, Cranfield University School of Management

"Another great read, truly focusing on the important elements to drive customer centricity. Martin once again highlights the key attention points of why the customer should be at the centre of all decision-making in terms of marketing, store layout and of course product. This book is a must read for all omni-channel retailers giving clear examples of why retailers have either won or lost. I will for one be giving it to all of my team."

Philip Mountford

CEO, Hunkemöller

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