It’s hard to keep customers happy, and coming back to buy again. Businesses are constantly seeking innovative ways to enhance customer experience and drive growth. In our latest podcast episode, we delve into a transformative approach with insights from Martin Newman, one of the world’s leading authorities on customer centricity.
Martin challenges the traditional mindset of viewing investment in people as a cost line. Instead, he advocates for a paradigm shift where people are seen as profit centres. This perspective focuses employee on shared outcomes, enhancing customer experience and driving tangible business growth. By investing in their teams, ecommerce brands can unlock the potential of their workforce, leading to improved customer interactions and increased profitability.
Throughout the episode, Martin shares actionable insights and real-world examples of how businesses can implement this mindset shift. He emphasises the importance of empowering employees, fostering a culture of innovation, and aligning business strategies with customer needs. By doing so, ecommerce brands can create a competitive edge and build lasting relationships with their customers.
Join us as we explore this groundbreaking approach to CX and discover how viewing people as profit centres can revolutionise your ecommerce business. Get valuable insights from an industry thought leader, and learn how to transform your strategy for success.
Key discussion points you’ll enjoy:
🔎 Measuring CX should focus on long-term value, not just productivity.
👩🎨 Engaging employees in cultural change leads to better outcomes.
🛍️ Customer lifetime value should be prioritised over short-term gains.
📲 Technology should be used strategically to enhance customer satisfaction.
⚙️ Many businesses still operate in silos, hindering customer experience.
👀 A mindset shift is needed to view customer experience as a profit centre.
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Chapters:
- [00:45] Introduction to Martin Newman and His Expertise
- [04:40] The Evolution of Customer Experience
- [10:50] Measuring Customer Experience Effectively
- [16:25] The Importance of Culture in Business
- [22:25] Driving Change and Transformation in Organisations
- [27:15] The Importance of Employee Engagement
- [29:30] Building Brand Loyalty Through Purpose
- [34:55] The Role of AI in Customer Experience
- [48:40] Transforming Customer Experience from Cost Center to Profit Center
Want to suggest a topic or guest for a future episode? Contact us via the website or on LinkedIn.