martin newman
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Martin Newman offers a comprehensive Mystery Shopping and End-to-End Customer Journey Analysis service designed to elevate your business's customer experience.
By meticulously evaluating every interaction and touchpoint along the customer journey, I provide actionable insights to help businesses enhance their customer service, streamline processes, and exceed customer expectations.
This service is ideal for organisations aiming to uncover hidden opportunities for improvement and ensure a consistently exceptional customer experience.
As the Founder of The Customer First Group and Customer Service Action, Martin has shaped the consumer-focused landscape and authored influential books "100 Practical Ways to Improve Customer Experience" and "The Power of Customer Experience".
Martin has served as a trusted advisor and board member for brands such as The Scout Store, The Mayborn Group, In Kind Direct, Clearpay, Tern, Afterpay and Marketplacer. His expertise is widely sought after, and he has delivered captivating keynotes for prestigious global events and strategic sessions for top-tier companies like Toyota, Haleon, Specsavers, Pandora, Adobe and Meta. Martin educates and empowers businesses worldwide through his online Mini MBA in Customer Centricity and MBA in a Day workshop.
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What I Offer
Format of the Day
The Approach
My mystery shopping service employs trained evaluators who act as customers to assess your service across various touchpoints. This includes in-store visits, online interactions, and phone calls, ensuring a comprehensive evaluation of your customer service.
Key Focus Areas
I meticulously examine aspects such as customer service quality, staff behaviour, compliance with company standards, product knowledge, and the overall shopping experience.
Key Takeaways
By using my mystery shopping service, you gain an objective perspective on your customer interactions. This helps identify specific areas needing improvement and ensures that your service consistently meets and exceeds customer expectations.
End-to-End Customer Journey Analysis
The Approach
I provide an extensive analysis of the entire customer journey, from the initial point of contact to after-sales support. This service involves a detailed examination of customer interactions across all channels and stages.
Key Focus Areas
I map out and evaluate every customer touchpoint, identifying pain points, assessing satisfaction levels, and reviewing the effectiveness of your customer support systems.
Key Takeaways
This thorough analysis offers a complete view of the customer experience, highlights areas for improvement, and helps streamline processes. The insights gained will enable you to enhance overall customer satisfaction and drive business success.
Key Benefits
Identify Service Gaps
Uncover critical issues in your service and customer journey that may not be visible through internal assessments. This helps in pinpointing specific areas where your service might be falling short.
Improve Customer Satisfaction
Make targeted enhancements based on the identified gaps to address weaknesses and consistently exceed customer expectations. This ensures a higher level of satisfaction and a better overall customer experience.
Increase Brand Loyalty
Create a positive and reliable customer experience that encourages repeat business and strengthens your brand reputation. A consistent and excellent service leads to greater customer retention and loyalty.
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Get Actionable Feedback
Receive detailed reports with practical recommendations for enhancing customer interactions and improving operational efficiency. This actionable feedback provides clear steps for implementing effective improvements.
How It Works
Initial Consultation
I begin by having a detailed discussion with you to understand your specific business goals and challenges related to customer experience. This helps me tailor the analysis to your needs.
Custom Evaluation Plan
Based on our consultation, I design a customised plan for the mystery shopping and customer journey analysis. This plan is tailored to your business, ensuring it addresses your unique requirements.
Execution
My team carries out the mystery shopping and customer journey analysis as per the customised plan. We gather data and feedback from various customer touchpoints, including in-store, online, and through other interactions.
Reporting
I deliver a detailed report on the findings from the analysis. This includes identifying key issues, strengths, and offering actionable recommendations to improve customer interactions and overall service quality.
Follow-Up
After providing the report, I support you in implementing the recommended changes and monitoring progress to ensure that improvements are effective and sustained.
Ideal For
Retailers
If you’re in retail, my services help enhance both in-store and online shopping experiences. This ensures that customers receive a consistent and high-quality service across all channels.
Service Providers
For businesses offering services, I help you improve client interactions and service delivery by pinpointing and addressing any gaps in your service.
Hospitality
In the hospitality industry, my analysis refines guest experiences and satisfaction levels by providing deep insights into how guests interact with your service, from initial contact to post-visit follow-ups.
Contact Me
If you’re ready to enhance your customer experience, reach out to me to arrange an initial consultation. I’m here to help you understand how my Mystery Shopping and End-to-End Customer Journey Analysis can benefit your business.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.