Martin Newman

We all talk a good game when it comes to ‘being customer centric’ or ‘putting the customer at the heart of all we do.’ But what does that really mean? To be truly customer centric you must think about all that you do and not just the experience the customer sees. How you treat your own colleagues, your culture, your approach to diversity and inclusion and the environment, your values and purpose as an organisation, how you use technology to empower both your colleagues and your customers, how you move from transacting to building relationships and how you measure what good looks like. These are all building blocks to being a customer centric business. Martin brings case studies from around the world of brands that do all of this well and what the outcome is.

99% of businesses have customers; they don’t have fans. That is because we still look at customers as a cost centre rather than a profit centre. Often great at bringing them in the door through acquisition marketing but have little to no focus on retaining them and building their lifetime value. Martin will demonstrate how the most successful companies have been able to create an emotional connection with their customers to the point where they are fans of their brand rather than seeing themselves as customers.

In this engaging presentation, Martin challenges the conventional ROI model and introduces ten fresh metrics that truly matter to consumers and foster lasting value for businesses. Align with customer values, build trust, and embrace social responsibility to guarantee commercial success. Uncover practical strategies and real-life examples from successful brands as Martin delves into each of the 10 New ROIs. Learn how to reshape your business mindset and practices, from personalised customer engagement to leveraging actionable insights for performance improvement. Join Martin in reimagining success with customer-centric models that drive loyalty and growth and sustainable growth.

You can have the best-looking strategy on paper, but if you have a poor culture, it won’t be worth the paper it’s written on. Martin will bring practical examples of businesses with great cultures to help you plan how to improve yours’, so that you drive engagement with both your employees and your customers and build a more sustainably successful business.

We all want to know what’s coming next. Martin has a track record of predicting what’s coming down the line and how we should be planning for it now. Bringing a realistic view of how consumers will adopt digital, omnichannel, the metaverse and more to help you plan your roadmap for transforming your business to meet customer needs now and in the future.

Almost all the KPIs we measure tell us nothing about how to improve our business. They are outputs and measures, not inputs, that drive actionable insight. Conversion rates, average order values, units per transaction, dwell time, abandonment rates, unique visitors, returning visitors, returns rates and so on. These are the ‘how’, not the ‘why’. Martin will bring insight of all the inputs and ways to capture the insight that can help to transform your businesses. From NPS and CSAT to the voice of the customer and the voice of our colleagues, demonstrating how the most successful brands and paying attention to the insight that really matters.