In this episode, host David Mannheim chats with Martin Newman, one of the world's leading authorities on customer centricity, about bringing more empathy and care to customer interactions in eCommerce. Martin is the Founder of The Customer First Group and has worked with brands like Burberry, Ted Baker, Intersport, and Harrods. He also scaled and sold global eCommerce agency Practicology. He is a global speaker and author of 2 books including ‘The Power of Customer Experience’.

Topics Covered:

• The importance of personalised experiences in eCommerce
• Moving from customer service to customer care
• Giving frontline staff autonomy and independence
• The lack of empathy in many organisations

Key Quotes:

• "The front line of any organisation...that front line are the difference between success and failure."
• "Every single business selling anything can start the process of turning a customer into a fan, but it's the process of how you talk to them, how you engage with them, how you personalise the experience."
• "I really believe that one of the reasons why a lot of big high street brands that are no longer around basically...fundamentally believe at the heart of that was a lack of empathy."

Episode Chapters:

00:00 Introduction
01:06 Guest Introduction: Martin Newman
06:44 Martin's Statement: Move From Customer Service to Customer Care
10:42 Independence in Customer Service
16:05 A Lack of Empathy in Organisations
21:39 Outro

Resources:

• The Power of Customer Experience: How to Use Customer-centricity to Drive Sales and Profitability by Martin Newman → https://amzn.eu/d/9jffMqM
• 100 Practical Ways to Improve Customer Experience: Achieve End-to-End Customer Engagement in a Multichannel World→ https://amzn.eu/d/1SWszht

Social Media:

• Martin’s LinkedIn → https://www.linkedin.com/in/martindnewman/
• Made With Intent LinkedIn → https://www.linkedin.com/company/madewithintent/?viewAsMember=true
• YouTube → www.youtube.com/@madewithintent