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.
World Retail Congress 2019
The retail world has never operated in a vacuum. How could it? You always have…
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…
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,…
Chatbot says no: why a hybrid consumer service model might stop those jarring errors
I recently encountered a frustrated customer in front of me at the automated checkout….
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…
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…
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?…