Consumer Focus with Martin Newman

By Martin Newman

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Consumer Focus is a podcast about empowering positive change for consumers and brands. Consumer Focus is hosted by Martin Newman, a champion for putting the consumer at the heart of all aspects of customer facing business. An expert, keynote speaker and advisor on customer-centric transformation, Martin has spent 37 years working with brands such as Harrods, Ted Baker and Burberry to build up a detailed understanding of the retail and commercial market.

Episode Date
Panel Discussion - Changes in consumer behaviour and stories of customer experience

Martin launches a new season of the Consumer Focus podcast with a new format. Each episode Martin will be joined by a panel of people to share their insights and experiences of customer centricity, experience and more. In episode 1, Martin and the panel chat about the cost of living crisis and how it is impacting the buying decisions the panel are making as well as delving into some of their recent customer service stories with brands and how they navigated them. 

Jul 13, 2022
How will the metaverse change customer experience and building interactive retail experiences in the real world with Rizwan Rajpoot

Martin is joined by Rizwan Rajpoot, Group Chief Digital Officer for L'azurde Jewelry, a leading brand in the MENA region. Riz was recently nominated as a global top 100 Chief Digital Officer and he shares his views on how the traditional retail and in person experience will evolve and why he sees the metaverse as being a central destination for retail and leisure in the future. He also discusses the change we have seen in the way we pay and the impact this has on customer service and the variations he has seen on customer centricity in the roles he has held in different locations around the world.

Mar 28, 2022
How to evolve your retail operating model with Oliver Banks

Martin is joined by Oliver Banks, Managing Director of OB & Co advisory and a top 100 global retail influencer. 

Mar 03, 2022
Putting the customer first by empowering your people with Sir John Timpson

Martin is joined by Sir john Timpson, CBE, chairman of The Timpson Group. Sir John talks about some of the history behind the company and how he cultivated an atmosphere of empowerment with his employees to be able to take ownership of their own stores to make more informed decisions with their customer journey. A fascinating insight into the world of a family owned business and how they have structured the organisation to put customer centricity at the heart their agenda. Sir John also discusses the strategy of hiring ex-offenders now totally 600 employees at Timpsons. 

Aug 25, 2021
The 6 Key Drivers for a Customer Centric Roadmap with Martin Newman

In this bonus episode, Martin shares his own career journey and how it has informed his work over the past decades in serving brands, businesses and the consumer. He outlines why he is so passionate about customer service, placing the consumer at the heart of commercial decision making and the benefits to the bottom line when you take this approach. Martin also shares his blueprint for implementing this strategic approach with his '6 Key Drivers to Customer Centricity'. 

Aug 10, 2021
Accessibility matters with Martyn Sibley, CEO of Purple Goat & Disability Horizons

Martin is joined by Martyn Sibley, CEO of Purple Goat and Disability Horizons. Martin is uniquely qualified to lead the transformation in accessibility. He describes himself as a "regular guy who happens to have a disability called Spinal Muscular Atrophy". This means he can’t walk, or lift anything heavier than a book giving Martyn the most valuable insights on how brands should handle accessibility for all people which he shares with Martin in this episode. He was also voted Britain's third most influential disabled person and is leading efforts through his organisations and business to campaign for enhanced inclusivity and diversity for consumers. 

May 19, 2021
The importance of frontline workers with Carol Leaman, CEO of Axonify

Martin is joined by Carol Leaman, CEO of Axonify whose mission is to help companies give their frontline employees the support and tools they need to do their best work every day with training and communications. Carol shares her insights on the importance that frontline workers have on customer service and centricity and why educating this constituency is critical to the bottom line as it effects the whole in-store experience across sales, service and safety. Carol also discusses her views on company culture and how to build this in a distributed organisation and the impact culture has on staff loyalty, retention and the whole business. 

Apr 29, 2021
Being partner obsessed and data fanatics with David Wright, CEO of Pattern

Martin is joined by David Wright, CEO of Pattern, the premier platform for global ecommerce. Pattern is a leading player in ecommerce intelligence, marketplace management and omnichannel retail strategy and execution for brands around the world. David shares his insights managing a hyper growth business that is partner obsessed, data centric as well as trends in the direct to consumer space and the mega marketplaces. Listen to how  Pattern have a driven their own company culture to inform customer centricity to deliver best service at the best prices. 

Apr 07, 2021
How technology is integral to the consumer journey with Andy Miles, retail e-commerce expert

Martin is joined by Andy Miles, a leading retail e-commerce expert whose career has included working for some of the biggest brands in the UK such as Tescos, Boots and more recently the Arcadia Group. Andy shares his insights on the technological trends that are empowering consumers with their e-commerce experience. With the customer being king, Andy identifies ways that retailers can build a true omnichannel journey and how to ensure that brands get the basics right when it comes to digital.

Mar 22, 2021
Creating diversity and opportunity at board level with Susanne Given, Plural Non-Exec Director

Martin is joined by Susanne Given, Plural Non-Executive Director to talk about how diversity, opportunity and inclusion at the board level lead to customer centricity and stronger retail businesses. Susanne also discusses how Gen Z are impacting board decision making, the concept of alternative boards and some views on the future of the retail experience for consumers. Susanne has had a distinguished career including tours of duty at Harrods, T K Maxx, John Lewis and Eurostar to name but a few. Today she shares her knowledge and experience as Non Executive Chairman at and Non-Executive Director at Morrisons, Hush amongst others. 

Mar 01, 2021
Building a culture of customer centricity with Nick Molnar, CEO of Afterpay

Martin talks with Nick Molnar, CEO and Co-Founder of Afterpay (Clearpay in the UK) one of the world's leading payment solutions. Nick shares how Afterpay places customer centricity at the heart of their business by focusing on hiring the right talent, creating purpose behind the company mission, using data to drive decisions and building community to develop trust and reputation. Within 10 years, millennials and Gen Z will account for 50% of all retail spending and Nick shares how he is driving Afterpay to meet those changing consumer requirements. 

Feb 17, 2021
How do businesses truly become socially responsible?
Martin is joined by Dan Morrell, the man who invented carbon offseting and who has and continues to change the world for the better by ensuring our environment is sustainable.
Feb 08, 2021
Autonomous vehicles will change the last mile experience forever
Today Martin Newman is joined by William Sachiti, founder and CEO of the Academy of Robotics who created Kar-go an autonomous delivery vehicle aimed at the last mile of local delivery.
Feb 07, 2021
Creating a brand with people, purpose, performance and product at its core
Today, Martin is joined by Simon Mottram, founder of Rapha and a true cycling fan.
Feb 07, 2021
Sustainability - Plan A to B
Today Martin is joined by Mike Barry, sustainability advisor and consultant.
Feb 07, 2021
How can consumers and brands be more sustainable with clothing?
Today Martin is joined by Maria Chenoweth, the CEO of TRAID which is a charity working to stop clothes from being thrown away and to get people choosing second-hand over new clothing.
Feb 07, 2021
How shops and consumers can reduce plastic waste

Martin is joined by Adam Zainudden, a marine biologist who investigates how plastic packaging on consumer goods damages our wildlife. In this insightful conversation, Adam explains what shops can do to support the move towards a more environmentally friendly and sustainable high street.

Feb 07, 2021
Could Brexit be a good thing for British business?
In this episode, Martin is joined by Wayne Andrews, independent advisor on exchange rate risk management. As a supporter of Brexit, he explains how leaving the EU may have a positive impact on British consumers and businesses.
Feb 07, 2021
How could cosmetic brands engage better with minority customers?
Jasmine Kato and Rabia Mirza are women from minority backgrounds.They join Martin to discuss where brands are going wrong (and right) when it comes to representing and caring for a diverse range of consumers.
Feb 07, 2021
How can charities help the community and deliver great customer service?

In this episode, Martin is joined by CEO of The Big Issue Foundation, Stephen Robertson, to discuss what charities can do to support staff and volunteers in developing great customer experiences.

Feb 07, 2021
Multi-sensory packaging for visually impaired customers

In this episode, Martin is joined by advertising and design expert Karoline Lundberg. Karoline has always had an interest in multi-sensory branding, and the focus of her research has been in designing drinks packaging which allows visually impaired and blind consumers to feel important information about what’s inside. Given it’s estimated there are 253 million visually impaired people worldwide, Karoline says stores do not do enough for them, and wants to see that change.

Feb 07, 2021
How can airports make Middle Eastern customers feel more welcome?

Martin is joined by Oz Katerji, documentary filmmaker, broadcaster with Sky News and equality advocate. Oz is of Middle Eastern heritage, and throughout his career he’s campaigned for a fair and informed understanding towards Middle Eastern and Muslim people. In this episode, he talks about the need for better cultural understanding and sensitivity in airports, and in particular airport security.

Feb 07, 2021
How can stores make customers with hearing impairments feel more welcome?

Martin is joined by Guy Orlov, hearing impairment activist and owner of CSeeke, a specialist service that offers deaf awareness training and one-to-one mentoring. Guy is profoundly deaf and uses both British and Israeli sign language. Interpreted by BSL translator Natasha Tranton, Guy offers his advice on making the high-street more friendly to people with hearing difficulties.

Feb 07, 2021
Giving sweet-toothed customers a sensory chocolate-buying experience
Martin is joined by Angus Thirlwell, the CEO of Hotel Chocolat, to discuss how he revolutionised chocolate retailing from a market usually bound to Easter and Valentine’s Day into a year-round sensory shopping experience.
Feb 07, 2021
What could stores do to make Jewish customers feel more welcome?

Martin Newman is joined by Simon Johnson, the chief executive of the Jewish Leadership Council and interim chair of the Rugby Football League. With years of experience advocating on behalf of the British Jewish community, Simon shares the best and the worst of how Jewish customers are treated in stores across the UK.

Feb 07, 2021
How can brands engage better with customers with ‘invisible’ disabilities?

Serena Bhandari joins Martin Newman to discuss her experiences around having Tourette’s syndrome, and how stores and restaurants can make sure that staff can assist customers with ‘invisible’ disabilities.

Feb 07, 2021
Is online behaviour evolving?

Clicktale’s Liraz Margalit joins us all the way from Tel Aviv to talk through the latest breakthroughs in online behavioural research, and what her data suggests about the way we shop, consume and share online. One of the foremost experts into online behaviour, Liraz offers a unique insight into the way customers might interact with the platforms of tomorrow.

Feb 07, 2021
What can store assistants teach us about our customers?

This episode covers the anecdotal experience of two women working in some of the UK’s biggest chain retailers, and what they think would help the companies they work with develop a better service for their customers. Saskia and Sophie reveal what they think needs to be done to ensure the boardroom is in touch with the shop floor.

Feb 07, 2021
Can you ever really understand your customers?

Martin is joined by customer behaviour expert Philip Graves, author of the bestselling book ‘Consumer.ology’ to discuss the value of data uncovered by market studies, and question whether it can provide insight into what customers really want.

Feb 07, 2021
What does AI mean for today’s customers?

In our second episode, Martin Newman talks to Felix Farley, data ethics expert and AI developer at Intel. Previously the President of the Annual Artificial Intelligence in Business & Ethics (AIBE) Summit, featuring with the likes of Amazon, Google, Microsoft, Tesla and IBM, he provides expert insight into the ways in the ways customer data should be used and the implications of AI technology on commerce.

Feb 07, 2021
What does Brexit mean for business?
In our first episode, host Martin Newman talks to Alex White, partner of political consultancy firm, Flint Global. Previously the chief political analyst at JP Morgan, director of nationwide intelligence at EIU (The Economist Intelligence Unit) and head of investment banking at the HM Treasury, he provides expert insight into the ways in which Brexit will affect imports and exports in the UK.
Feb 07, 2021