Watch this video to discover how auditing every customer interaction can help retailers like you optimize processes, improve customer loyalty, and achieve measurable growth. Gain actionable insights and strategies to take your business to the next level.
Customer Experience Audit is an in-depth evaluation of how customers perceive and interact with your brand at every touchpoint. It identifies weaknesses in your operations, uncovers customer pain points, and provides solutions to align your services with customer expectations
By focusing on retail-specific needs, I ensure my audits deliver targeted, actionable results that improve customer satisfaction and retention.
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Understanding your business goals and current customer experience.
Analyzing customer feedback, sales data, and operational reports.
Reviewing every customer interaction point to identify gaps.
Provide tailored strategies for immediate and long-term improvement.
With decades of retail and CX experience, I understand businesses' challenges and offer proven strategies to overcome them.
My detailed reports are designed to help you take immediate action to improve customer satisfaction and loyalty.
I work alongside your team to implement the recommended changes and monitor progress for measurable results.
My goal is to deliver insights and strategies that lead to tangible improvements in customer experience and business performance.
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Let’s work together to elevate your customer experience and drive meaningful, long-lasting results.
Explore testimonials from clients, partners, and attendees who have experienced the impact of Martin's expertise in customer-centric leadership, retail innovation, and business transformation.
Itau
“Martin’s knowledge and experience in the retail space makes him a thought leader. His business knowledge and professional delivery style made the event a winner.”
Event Director, Metapack
“Martin was the opening keynote speaker at Metapack’s annual Delivery Conference, TDC Global 2020. He delivered a great presentation on the roadmap to customer centricity, focussing the audience on a key theme for the day – the importance of putting consumers’ expectations and experience front and centre of their business’s strategy to drive customer engagement . His passion for the subject and energy on stage saw him rate as one of the top speakers of the day.”
Founder of spaceX
“Incredibly engaging (and humorous) keynote!Thank you for an outstanding presentation. You captivated the audience and provided a real practical step-by-step guide to putting the customer at the heart of a multichannel business. We’ve had great feedback – real great content – and appreciate you joining us. Cannot stress how worthwhile you were. 100% recommend booking for CX focused keynote presentations.”
CEO and Managing Director, Kathmandu
“Martin joined our management team last week for our annual two day strategy review. He is truly an expert on customer centricity in a multichannel environment. He stretched us and challenged us through engaging presentations as well as helped us articulate key strategies with a focus on digital and customer centricity.”
Head of Business Development,
Knight Frank
“Martin joined our client management conference as keynote speaker on customer centricity. His focus on purpose, inclusivity and return on involvement brought a totally different perspective to our focus on key corporate clients”.
Managing Director, Family Business Place
“Martin was booked to speak about how brands can better understand consumer behaviour at our national conference but the Coronavirus lockdown meant we pivoted to an online Virtual Summit instead. Whilst some people struggle to have an impact on screen, Martin's keynote presentation was fun, engaging and incredibly thought-provoking. Our audience valued his real, practical advice backed by hot-off-the-press research and data. At a time when businesses need to truly wow their customers, I would recommend Martin to speak at any event - either live or online.”
eCommerce Director, Revolution Beauty
“Martin is the most dedicated customer focused professional I know. A man with a mission his energy is infectious. Martin is a consummate professional, motivational leader, market visionary and true customer champion. A veteran of the retail landscape, his passion to do right by the customer is inspirational and his thought leadership in this area will undoubtedly pave the way for companies and retailers to truly understand ‘how’ to be Customer First and sustain their long term business profitability.”
Digital Retailing, Al-Futtaim
"The first word that comes to mind when I think of Martin – Inspirational! He is a leader who personifies customer centricity and is able to articulate it in practical, common sense ways that very few people are able to, yet everyone who interacts with him can easily digest. A leader who is able to engineer the most complex business plans through putting the customer right into the centre of them and help organisations build a customer first culture and business models. If you are looking to build a sustainable business that is future proof ready, designed for the customer of today and tomorrow, Martin is unquestionably the man you want with you every step of the way!"
Tune in to Martin’s monthly Consumer Focus podcast, where he is joined by a panel of consumers and special guests to discuss current topics and what’s hot and what’s not about the businesses and brands they interact with and buy from.
Check out Martin's regular articles and thought leadership on Customer Centricity. Including insights and practical ways to put the customer at the heart of all that you do.
Martin is a world-renowned keynote speaker and thought-leader and he educates, entertains, engages and provides practical steps businesses can take to improve their performance.
Immerse yourself in Customer Centricity on Martin’s Mini MBA in association with The Oxford College of Marketing and Oxford College of Leadership and Management.. Or book an MBA in a day bootcamp for your business or event.
Martin is a trusted board advisor and runs advisory boards for businesses, brands, technology vendors and start-ups across retail, CPG, automotive, travel, hospitality and financial services.
Martin carries out consumer research and mystery shopping to give you real life insight into your customer's experiences, wants and needs.
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Complete our contact form with your enquiry details, including the type of event, potential dates and audience, and we will get back to you to discuss more details.