Overview

Having a customer-centric business model has evolved from being a nice-to-have to a must-have for any organization. A focus on products and services alone is no longer enough to outstrip the competition. In the current digital ecosystem, consumers can instantly compare products, prices and services with the touch of a button from the comfort of their home. Therefore, every organization must now focus on their overall customer experience to achieve the tricky but imperative balance between efficiency and personalization. In The Power of Customer Experience, Martin Newman presents clear data that proves the direct link between customer-centricity with profit and shareholder value. Drawing on examples from well-known companies like JD Sports, Delta Airlines, Lego, Selfridges, BMW, Hilton, Deliveroo and Uber, it analyses how organizations provide the most effective customer experience, and reveals the strategies that have allowed them to succeed. Featuring tips and tools throughout, it will enable readers to understand the impact of customer centricity on some of the best known brands, to gain invaluable insights that can be used to grow emerging brands and revitalize existing brands.

Full Product Details

Author:   Martin Newman
Publisher:   Kogan Page Ltd
Imprint:   Kogan Page Ltd
Dimensions:   Width: 16.40cm , Height: 2.20cm , Length: 24.00cm
Weight:   0.640kg
ISBN:  

9781789667899

ISBN 10:   1789667895
Pages:   264
Publication Date:   03 May 2021
Audience:   College/higher education ,  Professional and scholarly ,  Tertiary & Higher Education ,  Professional & Vocational
Format:   Hardback
Publisher's Status:   Active
Availability:   In Print  
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Table of Contents

Section - 00: Introduction Section - 01: The fundamental building blocks for sustainable commercial success; Section - 02: Buy less, eat better, experience more; Section - 03: The fallen - The brands that have sadly bitten the dust and why; Section - 04: The resurrected; Section - 05: Brands that have stood the test of time and why; Section - 06: Customer-centricity – it all adds up; Section - 07: Employee-first - The first building block in driving customer-centric transformation; Section - 08: Purpose before profit - The shift from value to values; Section - 09: Diversity and inclusion - On the outside and the inside; Section - 10: Commercially successful disruptive business models in consumer sectors; Section - 11: If you were starting a retail business today, what would it look like?; Section - 12: To infinity and beyond - What makes a successful bank, airline and car dealer in the 2020s?; Section - 13: We all gravitate towards social people - The same can be said of brands; Section - 14: Generation Z will show us the way; Section - 15: The road map to customer-centricity; Section - 16: Index

Reviews

"""As we try and make sense of how to grow our businesses in a disrupted world, Martin has done the thinking for us. Here is a well-researched and practical guide on to how to build a sustainable and commercially successful business based around customer-centricity. An essential read for anyone, at any level, involved in selling products and services to customers."" * Andy Rubin, Deputy Chair, Pentland Group * ""Customer centricity is one of those topics that's easy to talk about but hard to do. Martin does a brilliant job here of breaking this down into a thoughtful but eminently practical toolkit."" * Doug Gurr, Director of the Natural History Museum, formerly CEO Amazon UK, President Amazon China * ""A masterclass for anyone who has a genuine interest in improving the experience of their customers. It is full of real-life examples of brands who have lost their way, as well as those who have found a whole new way to excel. An insightful and practical read that is an enjoyable journey. So many powerful lessons from so many different sectors, delivered with authority."" * Debbie Hewitt MBE, Chairman, White Stuff * ""A superb read for customer-centric leaders on a mission to embrace the best ways of leveraging and driving the new paradigm of how and why consumers buy and build your brand equity. Packed with insightful and comprehensive reference points, Martin has provided an excellent combination of a thought-provoking read and a pragmatic framework to implement."" * Vince Gunn, CEO and NED * ""Another excellent book by Martin Newman - packed with helpful case studies and examples, providing easy-to-understand frameworks that can be applied in any business. The world is continuously changing, and Martin picks up on the shifts in consumer behaviour driven by global questions such as diversity and inclusion, climate change and the broader ethical questions of consumerism."" * Eve Henrikson, Online Director, Tesco * ""If you are serious about transforming your business to become ""customer centric"" which only a few very successful companies truly managed to achieve, then this is your must-read book. Martin, in his typical authentic style, shows us the way with clarity and conviction; providing valuable, actionable insights and useful frameworks supported with numerous up-to-date case studies. For me, this a guidebook for retailers to thrive, not just survive."" * Koray Gul, ex COO Missguided * ""Imagine working for an organization that creates value for customers, value for those in the organisation who create it, value for stakeholders and value for the Planet. Martin Newman is one of the few people I know who really understands the meaning of the word ""value"". This is a fantastic book that will show you how to create it."" * Professor Malcolm McDonald MA(Oxon) MSc PhD DLitt DSc Emeritus Professor, Cranfield University School of Management * ""Another great read, truly focusing on the important elements to drive customer centricity. Martin once again highlights the key attention points of why the customer should be at the centre of all decision-making in terms of marketing, store layout and of course product. This book is a must read for all omni-channel retailers giving clear examples of why retailers have either won or lost. I will for one be giving it to all of my team."" * Philip Mountford, CEO, Hunkemöller *"

As we try and make sense of how to grow our businesses in a disrupted world, Martin has done the thinking for us. Here is a well-researched and practical guide on to how to build a sustainable and commercially successful business based around customer-centricity. An essential read for anyone, at any level, involved in selling products and services to customers. * Andy Rubin, Deputy Chair, Pentland Group * Customer centricity is one of those topics that's easy to talk about but hard to do. Martin does a brilliant job here of breaking this down into a thoughtful but eminently practical toolkit. * Doug Gurr. Director of the Natural History Museum, formerly CEO Amazon UK, President Amazon China * A masterclass for anyone who has a genuine interest in improving the experience of their customers. It is full of real-life examples of brands who have lost their way, as well as those who have found a whole new way to excel. An insightful and practical read that is an enjoyable journey. So many powerful lessons from so many different sectors, delivered with authority. * Debbie Hewitt MBE, Chairman, White Stuff * A superb read for customer centric leaders on a mission to embrace the best ways of leveraging and driving the new paradigm of how and why consumers buy and build your brand equity. Packed with insightful and comprehensive reference points, Martin has provided an excellent combination of a thought-provoking read and a pragmatic framework to implement. * Vince Gunn, CEO and NED * Another excellent book by Martin Newman - packed with helpful case studies and examples, providing easy-to-understand frameworks that can be applied in any business. The world is continuously changing, and Martin picks up on the shifts in consumer behaviour driven by global questions such as diversity and inclusion, climate change and the broader ethical questions of consumerism. * Eve Henrikson, Online Director, Tesco * If you are serious about transforming your business to become customer centric which only a few very successful companies truly managed to achieve, then this is your must-read book. Martin, in his typical authentic style, shows us the way with clarity and conviction; providing valuable, actionable insights and useful frameworks supported with numerous up-to-date case studies. For me, this a guidebook for retailers to thrive, not just survive. * Koray Gul, ex COO Missguided * Imagine working for an organization that creates value for customers, value for those in the organisation who create it, value for stakeholders and value for the Planet. Martin Newman is one of the few people I know who really understands the meaning of the word value . This is a fantastic book that will show you how to create it. * Professor Malcolm McDonald MA(Oxon) MSc PhD DLitt DSc Emeritus Professor, Cranfield University School of Management *

Author Information

Martin Newman has over 35 years' experience in marketing, digital, CEO and Chairman roles working with major brands including Harrods, Burberry, Pentland Brands and Intersport. Based in the UK, he serves as a Chairman and Board Advisor to a host of well-known brands, and is the founder of The Customer First Group and Customer Service Action. A renowned thought-leader, he has been named by Retail Week as one of the 50 most powerful people in online retail for 5 consecutive years, and listed in the Retail Insiders top 100 Retail Movers & Shakers and the British Vogue Online Fashion 100. He is the author of The Power of Customer Experience (also published by Kogan Page). He is also the co-author of 100 Practical Ways to Improve Customer Experience, which was shortlisted in the Business Book Awards 2019.

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