Who is Martin Newman?

Martin Newman, otherwise known as The Consumer Champion, is a globally renowned authority in Customer Experience and Customer Centricity. With over 40 years of experience, he has revolutionised operations for brands including Ted Baker, Harrods, and Burberry.

Founder of The Customer First Group, and Customer Service Action, Martin is a force for positive change for consumers and brands. Following his career in the consumer sector, he founded global ecommerce and digital consultancy Practicology, which was sold in 2018 after having scaled up to a global staff of 100 across the UK, Asia, the EU and Middle East.

He has appeared on television and radio, regularly working for the BBC, Sky, ITV, LBC, and Channel 5, as well as contributing to The Financial Times on consumer issues in travel, retail, hospitality, CPG, automotive, and financial industries.

Martin Newman Customer Experience keynote topics include:

– Customer Centricity

– Turning Customers Into Fans

– Guarantee Sustainable Commercial Success

– Winning the Hearts and Minds of Colleagues and Customers

– Getting Ready for the Next Phase of Digital Evolution and the Metaverse

– Turning Data into Actionable Insight

How Can Customer Experience Expert Martin Newman Help Me?

Martin can help consumer-facing brands wanting to future-proof their businesses and stay ahead of the competition. He can help you to understand how Customer Centricity is the silver bullet to sustainable success, how it affects every part of your business, and how you can make lasting changes for your staff and customers.

“Customers are the lifeblood of every consumer-facing business. Without them, you have no business. The proliferation of choice available to consumers buying from brands and businesses buying from other businesses is such that it is a commercial imperative to understand how to serve them well, how to deliver the experience they’re looking for and how to ensure they keep coming back. The two financial elements that determine the viability of a business are top line sales and bottom-line profitability. The customer determines the outcome for both of these measures”.

What is Customer Centricity?

Customer Centricity is more than just ensuring a good customer experience. It is putting the customer at the heart of everything you do in every part of the business. Customer-centric businesses start by providing a great employee experience, environment, and culture, which in turn means they can provide more positive and empowering customer service.

Customer-centric businesses are passionate about turning data into actionable insight; it is the only strategy that can help drive sustainable increases in customer value and retention, and will help futureproof a business for the next generation of customers.

What is the Customer Experience MBA In a Day?

“MBA In a Day” is an immersive interactive day which will educate, inspire, and uncover key ways to adapt your business to ensure the customer is at the heart of everything it does. You will gain insight into your business and what is working and what is not, coming away with quick wins to improve your customer engagement.

Customer Experience Outcomes

– Upskill your team

– Embrace customer centricity and each person’s role in helping you deliver it

– Give your stakeholders a voice

– Empower your stakeholders to do their jobs to the best of their ability

– Identify quick wins that can have an immediate positive impact

– Build customer lifetime value

– Improve the short, medium, and long term commercial prospects of the business

– Turn your customers into fans

– Create a ‘North Star’ that aligns your business and team for success

– Gain a sustainable competitive advantage

– Gain better ways to measure success and outcomes

– Be fully confident that the investments you make will be appropriately prioritised and will have the biggest ROI.

Who Is the Customer Experience MBA For?

The ‘MBA In a Day’ is for any business or brand that wants to put the customer at the heart of all that they do.

Martin has experience working in sectors including Automotive, CPG, financial, hospitality, retail, and travel industries, and his sessions can be applicable to all B2B and B2C companies.

If you have completed your ‘MBA In a Day’ and still want more, Martin provides a “Mini MBA in Customer Centricity”, a 13-week course that will leave you with a recognised qualification.

Customer Experience MBA Agenda

Opening Keynote on End-to-End Customer Centricity

Martin will deliver an engaging keynote covering the building blocks to creating end-to-end customer centricity in a business.

Strategy Breakout 1: Key Learnings and Actions

Delegates will be split into groups to discuss the top five key learnings from Martin’s keynote and what you can implement, why and how. The group will then present their findings back to the wider group.

Strategy Breakout 2: Culture and Empowerment

Martin will provide a small presentation on how to create a customer-centric culture, and how employee engagement and empowerment are central to a business’ success. The delegates will be split into groups to discuss your top three recommendations, before presenting their findings back to the wider group.

Strategy Breakout 3: Measures

Martin will give a short presentation on the measures and incentives for driving customer centricity, and how this can impact KPIs. The delegates are then split into smaller groups to discuss what you can do differently, before presenting their findings back to the wider group.

Strategy Breakout 4: Service Culture

Martin will give a small presentation about how to move customer service onto customer care, and shifting to a customer-service business that sells your product. The delegates will then be split into groups to discuss what they would do differently before presenting their findings back to the wider group.

Closing: Ruthless Prioritisation Session

The wider group and Martin get a chance to discuss what they need to take forward, why, and when, what outcomes they want, what quick wins they can focus on, what needs to be invested in, and what will the payback be.

Get a Mini MBA in Customer Centricity

Upon finishing your ‘MBA In a Day’, you will have the option to join Martin’s 13-week Mini MBA. Partnering with the Oxford College of Leadership and Management, and Oxford College of Marketing, Martin will help future-proof your business to be ready for the next generation of consumers. Users will learn how to drive customer-led change within the business, and how KIPs can measure what is working well and what isn’t, and what needs to change for the profitability of the business.

The Mini MBA is made up of 10 modules, plus four live online sessions, taking approximately 13 weeks to complete. Delegates will be required to complete all 10 modules and a practical assessment but will gain a recognised qualification upon completion.

Why Should I Book Martin Newman?

“Martin came to South Africa to deliver his MBA in a Day bootcamp to our senior team. It was a truly insightful day that got us thinking about how we can leverage an even more customer centric approach when dealing with our clients and how we operate as a team, our culture and employee engagement.

It was great to get everyone together to discuss new strategies and ways of working as a team. Not only has it given us lots to think about, but we have already implemented many of the quick wins from the day and are already seeing positive results. Martin shared his expertise in a clear, fun and engaging way and ensured everyone interacted and got the most out of the day. He really knows his stuff!”

Des Warner, CEO, Synergy

“We engaged Martin to deliver his MBA in a day in customer centricity to our team in Oslo. It was a fantastic, inspirational day full of collaboration and insight and has provided us with key opportunities to further improve customer experience and a plan of what we need to do internally to be fully customer centric in the future”.

Astrid Kristine Bjerke, Marketing Director, Verisure

Interested to know more?

To find out more about Martin Newman, and how his MBA In a Day can help you and your business, take a look at his full bio, or contact us at Great British Speakers to find out more about how Martin can help you and your team succeed.