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The Power of Customer Experience

How to Use Customer-centricity to Drive Sales and Profitability

Refocus on the customer to outstrip your competition and increase profitability, with invaluable insight into the direct correlation between customer-centricity and shareholder value, proven by today's most successful companies.
EAN: 9781789667875
Edition: 1
Format: 234 x 156
264 pages

FREE UK and US delivery

About the book

Having a customer-centric business model has evolved from being a nice-to-have to a must-have for any organization. A focus on products and services alone is no longer enough to outstrip the competition.

In the current digital ecosystem, consumers can instantly compare products, prices and services with the touch of a button from the comfort of their home. Therefore, every organization must now focus on their overall customer experience to achieve the tricky but imperative balance between efficiency and personalization.

In The Power of Customer Experience, Martin Newman presents clear data that proves the direct link between customer-centricity with profit and shareholder value. Drawing on examples from well-known companies like JD Sports, Delta Airlines, Lego, Selfridges, BMW, Hilton, Deliveroo and Uber, it analyses how organizations provide the most effective customer experience, and reveals the strategies that have allowed them to succeed.

Featuring tips and tools throughout, it will enable readers to understand the impact of customer centricity on some of the best known brands, to gain invaluable insights that can be used to grow emerging brands and revitalize existing brands.

About the authors

Martin Newman has over 35 years' experience in marketing, digital, CEO and Chairman roles working with major brands including Harrods, Burberry, Pentland Brands and Intersport. Based in the UK, he serves as a Chairman and Board Advisor to a host of well-known brands, and is the founder of The Customer First Group and Customer Service Action. A renowned thought-leader, he has been named by Retail Week as one of the 50 most powerful people in online retail for 5 consecutive years, and listed in the Retail Insiders top 100 Retail Movers & Shakers and the British Vogue Online Fashion 100. He is the author of The Power of Customer Experience (also published by Kogan Page). He is also the co-author of 100 Practical Ways to Improve Customer Experience, which was shortlisted in the Business Book Awards 2019.
  • As we try and make sense of how to grow our businesses in a disrupted world, Martin has done the thinking for us. Here is a well-researched and practical guide on to how to build a sustainable and commercially successful business based around customer-centricity. An essential read for anyone, at any level, involved in selling products and services to customers.
  • Andy Rubin, Deputy Chair, Pentland Group

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