#607 How To Be Truly Customer-First with Martin Newman, Founder of The Customer First Group

In today's episode we're joined by Martin Newman, Founder of The
Customer First Group.


Martin is a consumer champion and author of the book, 'The Power
of Customer Experience'. With extensive experience in the world
of customer centricity, he joins us to share his best advice and
examples of how companies can commit to delivering truly
best-in-class customer experiences.


In this episode we discuss:





Martin's early lessons in customer service from working in
his father's opticians in Glasgow

How 'cost-to-serve' financial models impact
customer-centricity

Why businesses to focus on being people-first before being
able to become customer-first

Examples of how to empower your employees to be customer
first

Is customer service better in the US than in the UK?

Is Amazon a customer-centric brand?

How to offer best-in-class eCommerce experiences






Referenced in this episode:





Martin's latest book, 'The Power of Customer Experience: How
to Use Customer-centricity to Drive Sales and Profitability':
https://amzn.to/3vREi4k

Martin's first book, '100 Practical Ways to Improve Customer
Experience: Achieve End-to-End Customer Engagement in a
Multichannel World': https://amzn.to/3vYf4Rz

Martin's mini MBA in Customer Centricity:
https://martinnewman.co.uk/mba/

Martin's customer experience platform, Customer Service
Action: https://customerserviceaction.com/

https://www.patagonia.com/home/

https://www.homedepot.com/

https://ao.com/

https://www.hotelchocolat.com/uk






CONNECT WITH MARTIN / CUSTOMER FIRST GROUP





https://martinnewman.co.uk/

https://www.linkedin.com/in/martindnewman/

https://twitter.com/martinnewman






CONNECT WITH SCOTT:





scott.colenutt@sitevisibility.com

https://www.linkedin.com/in/scottcolenutt






CONNECT WITH SITEVISIBILITY:





https://www.sitevisibility.co.uk/

https://www.youtube.com/user/SiteVisibility

https://twitter.com/sitevisibility

https://www.facebook.com/SiteVisibility

http://instagram.com/sitevisibility






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