As the Consumer Champion and founder of Customer Service Action and The Customer First Group, Martin is a force for positive change for both consumers and brands.
As well as fighting for consumer rights Martin is an advocate for diversity, social responsibility and employee engagement for all consumer facing sectors. These issues top the agenda in his media appearances across national press and television.
He appears regularly on BBC TV and Radio, on Sky, ITV, Channel 5 and a host of other media channels such as LBC, The Times and FT to discuss consumer issues relating to the retail, travel, casual dining, automotive and financial services sectors. He also produces and presents his own TV and Podcast channels.
Martin has worked for over 35 years leading the multichannel operations for some of the world’s most recognisable retail brands. These include Burberry, Intersport, Pentland Brands (Speedo, Berghaus), Harrods and Ted Baker. His bestselling book 100 Practical Ways to Improve Customer Experience, is seen as definitive within the sector and was shortlisted for the Business Book of the Year Award 2019.
Following his career in the consumer sector, Martin founded global ecommerce and digital consultancy Practicology, which was sold in 2018 after having scaled up to a global staff of 100 in offices across the UK, EU, Middle East and Asia. Martin has since set up The Customer First Group and new consumer facing website Customer Service Action.
Martin delivers keynote presentations and chairs many leading industry events around the World. He has shared stages with innovators and entrepreneurs alike, including Sir Tim Berners-Lee, inventor of the World Wide Web, to discuss the future of the internet and its implications for retailers.
Amongst Martin’s many accolades, he has featured in various industry leader lists including Retail Week’s top 50 eTail Power List five years in a row. He has also been named consecutively in the Retail Insiders top 100 Retail Movers & Shakers list, as well as the British Vogue Online Fashion 100.
Martin judges numerous industry awards such as the World Retail Awards, the Customer Experience Awards, the Retail Insider Awards, the PayPal eTail Awards, the Online Retail Awards of Australia and the Great British Entrepreneur awards.
Martin’s counsel also encompasses roles as a Non-Executive Director, Chairman and Board Advisor working with the Boards of consumer-facing businesses on their key strategic questions and challenges. He is also a board advisor to Clearpay, Yext and is a Trustee of In Kind Direct and a member of the prestigious KPMG IPSOS Retail Think Tank.
The first word that comes to mind when I think of Martin – Inspirational! He is a leader who personifies customer centricity and is able to articulate it in practical, common sense ways that very few people are able to, yet everyone who interacts with him can easily digest. A leader who is able to engineer the most complex business plans through putting the customer right into the centre of them and help organisations build a customer first culture and business models. If you are looking to build a sustainable business that is future proof ready, designed for the customer of today and tomorrow, Martin is unquestionably the man you want with you every step of the way! Managing Director, Digital Retailing, Al-Futtaim
Martin joined our management team last week for our annual two day strategy review. He is truly an expert on customer centricity in a multichannel environment. He stretched us and challenged us through engaging presentations as well as helped us articulate key strategies with a focus on digital and customer centricity. CEO and Managing Director, Kathmandu
Image copyright: Martin Newman
£7,500 - £12,500
Price based on UK delivery
Business, Digital, Diversity & Inclusion, Motivation, Workshop
Consumer Behaviour, CSR, Customer Engagement, Customer Service, Employee Engagement, Entrepreneurship, Future Trends, Inclusion, Innovation, Internet, Leadership, Management, Retail