In this special Explainer episode brought to you by the team at Retail Global, we are going to dive into what it means to be customer centric with one of the keynote speakers of the conference and global customer champion, Martin Newman. Martin is one of the world’s leading authorities on customer centricity, and a force for positive change for consumers and brands. He has 40 years of experience leading multi channel operations for some of the world’s most recognisable retail brands such as Burberry, Harrods and Ted Baker. Martin founded global ecommerce and digital consultancy Practicology and has since set up his customer consultancy, aptly named The Customer First Group. In this episode, we dive into Martin’s definition of customer centricity and why, with such a simple concept, many organisations still manage to get it wrong. I get his view on how to measure customer focus, his practical tips for changing to a customer centric culture and the retailers he holds up as the most customer centric around the world.   

Joining Martin is Ash Hudson, CEO of Retail Global. He gives us the low-down on what to expect from the upcoming Retail Fest on the Gold Coast including special keynotes from amazing retailers including July, Lovehoney and LSKD and more! If you want to get your tickets, visit retailglobal.com. Enter MIAMIVICE - all one word - to get $150 off tickets if you are a retailer. 

Links from the episode:

Retail Global

Questions answered:

• What’s your definition of customer centricity? 
• Why do so many businesses get putting customers first so wrong? 
• Which retailers are best at customer centricity?

About your co-hosts: 

Martin Newman from The Customer First Group  

Known as the Consumer Champion and founder of The Customer First Group and Customer Service Action, Martin is one of the world’s leading authorities on customer centricity, and a force for positive change for consumers and brands.

You can contact Martin on LinkedIn

Ashley Hudson from Retail Global

Ashley has a passion for marketing, branding and all things growth which has shaped his career over the past 14 years. Having worked in Social Media, Branding Agencies, Scent Marketing, Sales consulting and completing an MBA in Marketing he found his passion for events bringing all areas of marketing under one umbrella. Having worked around the globe for the past 8 years running events in the Middle East, North America, India, Europe and the UK, Ash brought a wealth of cross-cultural experience to Retail Global and now holds the position of CEO.

You can contact Ash on LinkedIn

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