Martin shares his 10 new ROIs that consider what truly matters to consumers and how businesses can proactively build lifetime value based on this framework.

My Ten New ROIs are:

1. Return on Inspiration – Setting our colleagues up for success

2. Return on Integrity – Building trust with our customers

3. Return on Inclusion – Creating a business that better reflects our customers

4. Return on Image – Demonstrating true social responsibility

5. Return on Intervention – Promptly resolving issues for customers

6. Return on Interaction – Being present where our customers want us to be

7. Return on Improvements – Shifting from mere transactions to becoming a service

provider

8. Return on Involvement – Increasing customer loyalty through personalised messaging

and engagement

9. Return on Insight – Leveraging actionable insights to improve performance rather than

just reporting data

10. Return on Innovation – Continuously advancing and improving our offerings at pace

These ten new ROIs focus on prioritising factors that drive customer satisfaction and loyalty, enabling businesses to evolve and thrive in today's dynamic market environment.