How Customer Centricity Drives Long-Term Business Sustainability
Date: Friday 31st May
Time: 1.00 – 1.45pm (BST)
Martin’s webinar presentation will cover the disruption taking place across different consumer sectors and the impact this is having on customer behaviour. He will talk about the key building blocks to delivering long-term business success including the following:
- The importance of being employee first
- Defining whom your most important segments of customers are and how to determine the experience they seek
- Culture and cultural change
- Social responsibility
- Organisational structure and skills
- The opportunities for digital to drive transformation and deliver better customer experiences
In addition to the above, he will highlight best practice customer experience being delivered currently by successful retailers and leave the audience with a host of practical tips for improving their commercial performance.
This is a must-see webinar, delivered by one of the World’s leading customer experience experts.
About the Speaker
Martin Newman is known globally as one of the foremost authorities on customer experience. He is a consumer champion with extensive experience of the European, US and Asia Pacific markets and author of bestselling book 100 Practical Ways To Improve Customer Experience, which has been shortlisted for the Business Book of the Year Awards.
During Martin’s 35 years in consumer sectors, he headed up the multichannel operations of leading brands Burberry, Intersport, Pentland Brands, Harrods and Ted Baker. He then founded global ecommerce and digital consultancy Practicology, before starting a new venture The Customer First Group.
Martin works with the Boards of consumer-facing businesses on their key strategic questions and is also member of the prestigious KPMG IPSOS Retail Think Tank. He has featured in Retail Week’s top 50 eTail Power List for five years in a row and is frequently named in the Retail Insiders top 100 Retail Movers & Shakers list and the British Vogue Online Fashion 100.
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