Martin Newman is The Customer Champion, working tirelessly to make sure your customer service doesn’t suck. He is a keynote speaker, author, and founder Practicology - a leading e-commerce and multichannel consultancy business.
In Episode #24 we spoke about what companies do wrong when it comes to customer service (I learnt that it all starts from within), what consumer centricity is and how using tech isn’t always the best strategy. Oh, and we touch on the Metaverse and how that will shape the shopping experience.
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EPISODE #24:
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You can listen to the full episode here OR
WATCH it on YouTube - https://www.youtube.com/channel/UCC-YIz5pEMM9vigbYOxK2Kw
WE DISCUSS:
02:27 - Martin’s first job
08:40 - What Martin learnt from his father
12:40 - What is customer centricity?
23:53 - What should flailing retailers be doing now?
31:10 - Mistakes when using tech in customer service
35:34 - Why shop in a store now?
40:14 - How will the Metaverse shape the shopping environment?
44:19 - How leaders can ‘sell’ better
54:10 - What’s keeping Martin awake at night
01:01:04 - How CEOs should be remunerated now
MARTIN NEWMAN
LinkedIn: https://www.linkedin.com/in/martindnewman/
Facebook: https://www.facebook.com/MNConsumerChampion)
Twitter: https://twitter.com/martinnewman)
Instagram: https://www.instagram.com/consumerchampion/)
Email: [email protected])
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