Insights

Martin carries out consumer research, white papers and mystery shopping to give real-life insight into your customer's experiences, wants and needs. You can check out Martin’s latest articles, podcast and YouTube videos below and sign up for his mailing list to get insights directly to your inbox.

articles

How My Mini MBA in Customer Centricity Can Help Improve Your Business

Customer Centricity – What is it and how do you attain it?

November 15, 2021

The Necessity to Put Your People First: Employee Engagement

December 1, 2021

The Importance and Benefits of Being Socially Responsible

January 11, 2022

Diversity and Inclusion: Not Just Buzz Words

Why Customer Experience Matters

Technology as an enabler: How disruptive brands do it

How to empower your customers through an effective channel strategy

Taking Customers on the journey: The move from push to pull marketing

November 24, 2022

How to Create a Customer Centric Organisational Structure

The organisational structure and skills required for customer centricity.

January 24, 2023

The move from customer service to customer care

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.

Customer Centric Data: Measuring What Really Matters

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.

The 10 New ROIs: Guarantee Sustainable Commercial Success

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.

Why Choose Customer Centricity?

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?

August 31, 2023

Putting employee engagement into action

Looking after your customers starts with looking after your people.

November 21, 2023

How a Customer Experience Strategy Can Grow Your Business

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.

December 8, 2023

Customer-Centric vs. Human-Centric: Navigating the Nuance for Business Success

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...

January 8, 2024

Personalisation in the Digital Age: A Guide to Enhancing Customer Experiences

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...

January 22, 2024

How to Use Customer Feedback to Improve Your Business

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.

January 31, 2024

Creating a Customer-Centric Culture: How to Build a Customer-Focused Business

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

February 16, 2024

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Podcast and videos

Consumer focus with Martin Newman

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