Consumer Focus with Martin Newman
Business
Martin shares his 10 new ROIs that consider what truly matters to consumers and how businesses can proactively build lifetime value based on this framework.
My Ten New ROIs are:
1. Return on Inspiration – Setting our colleagues up for success
2. Return on Integrity – Building trust with our customers
3. Return on Inclusion – Creating a business that better reflects our customers
4. Return on Image – Demonstrating true social responsibility
5. Return on Intervention – Promptly resolving issues for customers
6. Return on Interaction – Being present where our customers want us to be
7. Return on Improvements – Shifting from mere transactions to becoming a service
provider
8. Return on Involvement – Increasing customer loyalty through personalised messaging
and engagement
9. Return on Insight – Leveraging actionable insights to improve performance rather than
just reporting data
10. Return on Innovation – Continuously advancing and improving our offerings at pace
These ten new ROIs focus on prioritising factors that drive customer satisfaction and loyalty, enabling businesses to evolve and thrive in today's dynamic market environment.
The Rise of Marketplaces: How They're Changing the Way Consumers Shop
Employee First: The importance of the people in any business
Prioritising Values Over Value - How purpose is driving consumer decisions
Loyalty: What Turns Customers Into Fans?
The Conscious Consumer: How Have Buying Habits Changed
Online customer service: The good, the bad and the ugly
How Brands and Consumers are Experiencing Last Mile Delivery - Panel Discussion
The Future of the High Street - Panel Discussion
Changes in consumer behaviour and stories of customer experience - Panel Discussion
How will the metaverse change customer experience and building interactive retail experiences in the real world with Rizwan Rajpoot
How to evolve your retail operating model with Oliver Banks
Putting the customer first by empowering your people with Sir John Timpson
The 6 Key Drivers for a Customer Centric Roadmap with Martin Newman
Accessibility matters with Martyn Sibley, CEO of Purple Goat & Disability Horizons
The importance of frontline workers with Carol Leaman, CEO of Axonify
Being partner obsessed and data fanatics with David Wright, CEO of Pattern
How technology is integral to the consumer journey with Andy Miles, retail e-commerce expert
Creating diversity and opportunity at board level with Susanne Given, Plural Non-Exec Director
Building a culture of customer centricity with Nick Molnar, CEO of Afterpay
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