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.

Martin is joined by his usual panel guests to discuss their current views and life experiences with the ongoing economic squeeze. The main focus of this episode is the rise of marketplaces such as Amazon and eBay and the impact they are having on how consumers purchase goods.

Martin is joined by his regular panelists Leila and Dave as well as special guest, CEO of LK Bennett, Darren Topp. They discuss how everyone is currently feeling about the current cost of living situation and then they dive into the topic of building a workplace culture that enables employees to be empowered to deliver a customer-centric service in the world of retail. Darren shares how he creates an environment of openness and sharing in LK Bennett to surface the challenges that can drive their business forward through employee and customer experience. 

Martin welcomes his panelists from the public, Marie-Clare, Leila, and Dave to find out how they are feeling about their personal economies as we come out of the holiday season and into the new year. The focus of the podcast is how purpose and values are driving brands to develop their businesses and using this set of brand values and social responsibility to encourage consumers to spend their money with them over competitors. 

Martin is joined by his usual panel guests Marie-Clare, Leila and Dave to delve into how brand loyalty plays into their purchasing and consumer habits. They discuss the different channels that brands use to keep customers connected from pricing to bonus points and since it is the holiday season coming up the panel also share how they are feeling about the Christmas period and the decisions they are making to stay festive but frugal in the ongoing cost of living crisis. 

Martin is joined by his regular team of panelists who continue to share their update on the impact of the economic and energy situation on their lives and purchasing decisions. In addition Martin is delighted to welcome on to the podcast as a special guest, Andy Ruben. Andy was Walmart’s first and founding Chief Sustainability Officer as well leading their global eCommerce strategy. More recently, Andy founded Trove helping brands deliver sustainable and profitable growth at scale. This is a fascinating conversation covering everything from EV cars, the growth of the second hand and buy back market, climate change and sustainability as well as a host of customer centric topics with the panel sharing their real life insights alongside Andy and Martin's strategic view of the global consumer marketplace. 

Martin is joined again by the consumer panelists Dave and Marie-Claire. In episode 4, Martin and his guests discuss their experiences with a variety of brands and retailers when it comes to online customer service. The rise of online shopping has brought with it the need for businesses to be super customer centric online when things go wrong and the panel share their insights. Dave and Marie-Claire also update listeners on cost of living decisions they are making regarding energy and also with an eye on the Christmas holidays and presents in less than three months. 

Martin is joined again by the consumer panelists Dave, Leila and Marie-Claire. In episode 3, they chat about the the ongoing cost of living crisis and the hopes for more positivity with a new British Government as well as discussing the brands who are the runners and riders in the last mile delivery service and how as consumers they are changing behaviours to not only manage spend about the sustainability impact.  

Martin is joined again by the consumer panelists. In episode 2, they chat about the evolution of the high street in the UK including some of the recent changes, their hopes and desires for an invigorated high street and discussion around the brand mix that they expect to see from their local shops and retailers.

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. 

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.

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

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. 

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'. 

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. 

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. 

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. 

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.

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 MADE.com and Non-Executive Director at Morrisons, Hush amongst others. 

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.