World Retail Congress 2019
The retail world has never operated in a vacuum. How could it? You always have competitors, whether you’re a high...
Martin Newman
I’m Martin Newman, and I’m a customer experience and consumer behaviour expert. I’m passionate about the journeys customers take, as well as how businesses can implement a customer-centric strategy across all of the whole value chain of their business in order to better meet customer expectations.
How to get hiring the right employee right (and improve customer service in the process)
I’m a massive advocate of ‘employee first’ philosophies in any business sector. Some companies just get the importance of hiring the...
International Women’s Day campaigns: think before pink
Today is International Women’s Day. It’s such an important cause that needs to be highlighted, so we can all play...
Chatbot says no: why a hybrid consumer service model might stop those jarring errors
Sometimes, technology just doesn't get it quite right I recently encountered a frustrated customer in front of me at...
How to ensure that your business doesn’t break hearts this Valentine’s Day
Valentine’s Day is often hailed as a capitalist, ultra-consumerist marketing scam. And while that is somewhat true, it’s also a...
Back to Basics: addressing the customer experience questions that matter
It’s not easy being a consumer-facing business right now. From the uncertainty around Brexit to low consumer confidence, from Amazon...
A powerful ad: navigating the hazardous world of customer ethics
Is soda political? Can a frozen food company change the way we think about rainforests? Is it advantageous for a...
