The Reading Warehouse

SHORTLISTED: Business Book Awards 2019 - Sales and Marketing Category

Virtually all consumer-facing businesses talk about putting the customer first, but in reality, few deliver on this as effectively as they could. 100 Practical Ways to Improve Customer Experience walks readers through a wealth of practical tips, tools, guidelines and frameworks, for implementing customer-focused marketing strategies at every step of the customer journey. By ensuring that the customer remains the key focus, companies can identify areas in need of improvement and implement relevant steps throughout the value chain to transform their business.

A unique blend of strategy and best practice, 100 Practical Ways to Improve Customer Experience has a particular focus on multi-channel industries such as retail, FMCG, travel, financial services, leisure, food and beverage, and automotive. These industries are all facing major disruption from trendsetting brands such as Uber, AirBnB and Amazon, and as such, now face more pressure than ever to adopt new practices and remain relevant in a continually competitive marketplace. Featuring case studies packed full of practical examples, this book is a unique and valuable resource for both senior industry professionals looking to transform their business and MBA students. Online resources include a best practice checklist to optimize mobile apps.

Martin Newman is recognised globally as one of the foremost authorities on eCommerce and Multichannel retailing. Widely considered a thought leader, Martin Newman is the founder, and Chairman of one of the fastest growing Global e-commerce & multi-channel consultancies, Practicology, and is an experienced Non-Executive Director sitting on the boards of White Stuff and Conviviality plc.

Martin Newman has headed up the Multichannel operations of some of the world's leading brands including Burberry, Intersport, Pentland Brands (Speedo, Berghaus), Harrods and Ted Baker, and he was listed in Retail Week's top 50 eTail Power List for 5 years in a row and was recently named in the top 20 of Retail Insiders top 100 Retail movers & shakers.

Martin Newman is Chairperson annually at a host of Industry events and regularly travels around the world to deliver keynotes about the current and future state of Multichannel retailing and global eCommerce trends.