Martin Newman

The Power of Customer Experience

How to Use Customer-Centricity to Drive Sales and Profitability

• Gebundenes Buch

Produktbeschreibung

Refocus on the customer to outstrip your competition and increase profitability, with invaluable insight into the direct correlation between customer-centricity and shareholder value, proven by today's most successful companies.

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Produktdetails

• Verlag: Kogan Page
• Seitenzahl: 264
• Erscheinungstermin: 25. Mai 2021
• Englisch
• Abmessung: 234mm x 156mm x 22mm
• Gewicht: 549g
• ISBN-13: 9781789667899
• ISBN-10: 1789667895
• Artikelnr.: 60074468

Autorenporträt

Martin Newman based in London, UK, is founder of Customer Service Action and The Customer First Group. Known as the Consumer Champion, he is a force for positive change for both consumers and brands and appears regularly on BBC TV and Radio, Sky, ITV, Channel 5, LBC, The Times, FT and more, to discuss consumer issues relating to the retail, travel, casual dining, automotive and financial services sectors. Amongst his many accolades, Martin has featured in Retail Week's top 50 eTail Power List for five years in a row, has been named in the Retail Insiders top 100 Retail Movers & Shakers list for several years consecutively and the British Vogue Online Fashion 100. Martin has leveraged his 37 years of experience working in consumer sectors heading up the multichannel operations of some of the world's leading brands including Burberry, Intersport, Pentland Brands (Speedo, Berghaus), Harrods and Ted Baker to author the bestselling 100 Practical Ways to Improve Customer Experience (which was shortlisted for the Business Book of the Year Awards 2019) and his new book, The Power of Customer Experience. A successful entrepreneur, following his career in the consumer sector, he founded and scaled a global ecommerce and digital consultancy, Practicology, to 100 people with offices across the UK, EU, Middle East and Asia, and subsequently sold in 2018 to the US company Pattern. Today, he is a Non-Executive Chairman of the Scout Store, Chairman of the advisory board for Mayborn Group, a board advisor to Clearpay, a Trustee of In Kind Direct and a member of the prestigious KPMG IPSOS Retail Think Tank.

Inhaltsangabe

Section
00: Introduction Section
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