Power of Customer Experience

Martin Newman has over 35 years' experience in marketing, digital, CEO and Chairman roles working with major brands including Harrods, Burberry, Pentland Brands and Intersport. Based in the UK, he serves as a Chairman and Board Advisor to a host of well-known brands, and is the founder of The Customer First Group and Customer Service Action. A renowned thought-leader, he has been named by Retail Week as one of the 50 most powerful people in online retail for 5 consecutive years, and listed in the Retail Insiders top 100 Retail Movers & Shakers and the British Vogue Online Fashion 100. He is the author of The Power of Customer Experience (also published by Kogan Page). He is also the co-author of 100 Practical Ways to Improve Customer Experience, which was shortlisted in the Business Book Awards 2019.

• Section - 00: IntroductionSection - 01: The fundamental building blocks for sustainable commercial success;Section - 02: Buy less, eat better, experience more;Section - 03: The fallen - The brands that have sadly bitten the dust and why;Section - 04: The resurrected;Section - 05: Brands that have stood the test of time and why;Section - 06: Customer-centricity – it all adds up;Section - 07: Employee-first - The first building block in driving customer-centric transformation;Section - 08: Purpose before profit - The shift from value to values;Section - 09: Diversity and inclusion - On the outside and the inside;Section - 10: Commercially successful disruptive business models in consumer sectors;Section - 11: If you were starting a retail business today, what would it look like?;Section - 12: To infinity and beyond - What makes a successful bank, airline and car dealer in the 2020s?;Section - 13: We all gravitate towards social people - The same can be said of brands;Section - 14: Generation Z will show us the way;Section - 15: The road map to customer-centricity;Section - 16: Index

"As we try and make sense of how to grow our businesses in a disrupted world, Martin has done the thinking for us. Here is a well-researched and practical guide on to how to build a sustainable and commercially successful business based around customer-centricity. An essential read for anyone, at any level, involved in selling products and services to customers."