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Consumer Focus with Martin Newman

Consumer Focus with Martin Newman

By Martin Newman

Consumer Focus is a podcast about empowering positive change for consumers and brands. Consumer Focus is hosted by Martin Newman, a champion for putting the consumer at the heart of all aspects of customer facing business. An expert, keynote speaker and advisor on customer-centric transformation, Martin has spent 37 years working with brands such as Harrods, Ted Baker and Burberry to build up a detailed understanding of the retail and commercial market.
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The Conscious Consumer: How Have Buying Habits Changed

Consumer Focus with Martin Newman

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Prioritising Values Over Value - How purpose is driving consumer decisions
Prioritising Values Over Value - How purpose is driving consumer decisions
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. 
38:12
January 22, 2023
Loyalty: What Turns Customers Into Fans?
Loyalty: What Turns Customers Into Fans?
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. 
41:16
December 14, 2022
The Conscious Consumer: How Have Buying Habits Changed
The Conscious Consumer: How Have Buying Habits Changed
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. 
53:34
November 24, 2022
Online customer service: The good, the bad and the ugly
Online customer service: The good, the bad and the ugly
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. 
36:27
October 09, 2022
How Brands and Consumers are Experiencing Last Mile Delivery - Panel Discussion
How Brands and Consumers are Experiencing Last Mile Delivery - Panel Discussion
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.  
44:40
September 04, 2022
The Future of the High Street - Panel Discussion
The Future of the High Street - Panel Discussion
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.
43:48
August 15, 2022
Changes in consumer behaviour and stories of customer experience - Panel Discussion
Changes in consumer behaviour and stories of customer experience - Panel Discussion
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. 
45:32
July 13, 2022
How will the metaverse change customer experience and building interactive retail experiences in the real world with Rizwan Rajpoot
How will the metaverse change customer experience and building interactive retail experiences in the real world with Rizwan Rajpoot
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.
38:50
March 28, 2022
How to evolve your retail operating model with Oliver Banks
How to evolve your retail operating model with Oliver Banks
Martin is joined by Oliver Banks, Managing Director of OB & Co advisory and a top 100 global retail influencer. 
39:14
March 03, 2022
Putting the customer first by empowering your people with Sir John Timpson
Putting the customer first by empowering your people with Sir John Timpson
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. 
36:18
August 25, 2021
The 6 Key Drivers for a Customer Centric Roadmap with Martin Newman
The 6 Key Drivers for a Customer Centric Roadmap with Martin Newman
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'. 
43:30
August 10, 2021
Accessibility matters with Martyn Sibley, CEO of Purple Goat & Disability Horizons
Accessibility matters with Martyn Sibley, CEO of Purple Goat & Disability Horizons
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. 
34:03
May 19, 2021
The importance of frontline workers with Carol Leaman, CEO of Axonify
The importance of frontline workers with Carol Leaman, CEO of Axonify
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. 
45:41
April 29, 2021
Being partner obsessed and data fanatics with David Wright, CEO of Pattern
Being partner obsessed and data fanatics with David Wright, CEO of Pattern
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. 
36:40
April 07, 2021
How technology is integral to the consumer journey with Andy Miles, retail e-commerce expert
How technology is integral to the consumer journey with Andy Miles, retail e-commerce expert
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.
38:51
March 22, 2021
Creating diversity and opportunity at board level with Susanne Given, Plural Non-Exec Director
Creating diversity and opportunity at board level with Susanne Given, Plural Non-Exec Director
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. 
36:53
March 01, 2021
Building a culture of customer centricity with Nick Molnar, CEO of Afterpay
Building a culture of customer centricity with Nick Molnar, CEO of Afterpay
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. 
34:34
February 17, 2021
How do businesses truly become socially responsible?
How do businesses truly become socially responsible?
Martin is joined by Dan Morrell, the man who invented carbon offseting and who has and continues to change the world for the better by ensuring our environment is sustainable.
25:10
February 08, 2021
Autonomous vehicles will change the last mile experience forever
Autonomous vehicles will change the last mile experience forever
Today Martin Newman is joined by William Sachiti, founder and CEO of the Academy of Robotics who created Kar-go an autonomous delivery vehicle aimed at the last mile of local delivery.
26:43
February 07, 2021
Creating a brand with people, purpose, performance and product at its core
Creating a brand with people, purpose, performance and product at its core
Today, Martin is joined by Simon Mottram, founder of Rapha and a true cycling fan.
40:28
February 07, 2021
Sustainability - Plan A to B
Sustainability - Plan A to B
Today Martin is joined by Mike Barry, sustainability advisor and consultant.
34:18
February 07, 2021
How can consumers and brands be more sustainable with clothing?
How can consumers and brands be more sustainable with clothing?
Today Martin is joined by Maria Chenoweth, the CEO of TRAID which is a charity working to stop clothes from being thrown away and to get people choosing second-hand over new clothing.
36:32
February 07, 2021
How shops and consumers can reduce plastic waste
How shops and consumers can reduce plastic waste
Martin is joined by Adam Zainudden, a marine biologist who investigates how plastic packaging on consumer goods damages our wildlife. In this insightful conversation, Adam explains what shops can do to support the move towards a more environmentally friendly and sustainable high street.
27:14
February 07, 2021
Could Brexit be a good thing for British business?
Could Brexit be a good thing for British business?
In this episode, Martin is joined by Wayne Andrews, independent advisor on exchange rate risk management. As a supporter of Brexit, he explains how leaving the EU may have a positive impact on British consumers and businesses.
31:44
February 07, 2021
How could cosmetic brands engage better with minority customers?
How could cosmetic brands engage better with minority customers?
Jasmine Kato and Rabia Mirza are women from minority backgrounds.They join Martin to discuss where brands are going wrong (and right) when it comes to representing and caring for a diverse range of consumers.
32:11
February 07, 2021
How can charities help the community and deliver great customer service?
How can charities help the community and deliver great customer service?
In this episode, Martin is joined by CEO of The Big Issue Foundation, Stephen Robertson, to discuss what charities can do to support staff and volunteers in developing great customer experiences.
34:32
February 07, 2021
Multi-sensory packaging for visually impaired customers
Multi-sensory packaging for visually impaired customers
In this episode, Martin is joined by advertising and design expert Karoline Lundberg. Karoline has always had an interest in multi-sensory branding, and the focus of her research has been in designing drinks packaging which allows visually impaired and blind consumers to feel important information about what’s inside. Given it’s estimated there are 253 million visually impaired people worldwide, Karoline says stores do not do enough for them, and wants to see that change.
32:49
February 07, 2021
How can airports make Middle Eastern customers feel more welcome?
How can airports make Middle Eastern customers feel more welcome?
Martin is joined by Oz Katerji, documentary filmmaker, broadcaster with Sky News and equality advocate. Oz is of Middle Eastern heritage, and throughout his career he’s campaigned for a fair and informed understanding towards Middle Eastern and Muslim people. In this episode, he talks about the need for better cultural understanding and sensitivity in airports, and in particular airport security.
22:43
February 07, 2021
How can stores make customers with hearing impairments feel more welcome?
How can stores make customers with hearing impairments feel more welcome?
Martin is joined by Guy Orlov, hearing impairment activist and owner of CSeeke, a specialist service that offers deaf awareness training and one-to-one mentoring. Guy is profoundly deaf and uses both British and Israeli sign language. Interpreted by BSL translator Natasha Tranton, Guy offers his advice on making the high-street more friendly to people with hearing difficulties.
34:22
February 07, 2021
Giving sweet-toothed customers a sensory chocolate-buying experience
Giving sweet-toothed customers a sensory chocolate-buying experience
Martin is joined by Angus Thirlwell, the CEO of Hotel Chocolat, to discuss how he revolutionised chocolate retailing from a market usually bound to Easter and Valentine’s Day into a year-round sensory shopping experience.
27:21
February 07, 2021
What could stores do to make Jewish customers feel more welcome?
What could stores do to make Jewish customers feel more welcome?
Martin Newman is joined by Simon Johnson, the chief executive of the Jewish Leadership Council and interim chair of the Rugby Football League. With years of experience advocating on behalf of the British Jewish community, Simon shares the best and the worst of how Jewish customers are treated in stores across the UK.
30:02
February 07, 2021
How can brands engage better with customers with ‘invisible’ disabilities?
How can brands engage better with customers with ‘invisible’ disabilities?
Serena Bhandari joins Martin Newman to discuss her experiences around having Tourette’s syndrome, and how stores and restaurants can make sure that staff can assist customers with ‘invisible’ disabilities.
25:30
February 07, 2021
Is online behaviour evolving?
Is online behaviour evolving?
Clicktale’s Liraz Margalit joins us all the way from Tel Aviv to talk through the latest breakthroughs in online behavioural research, and what her data suggests about the way we shop, consume and share online. One of the foremost experts into online behaviour, Liraz offers a unique insight into the way customers might interact with the platforms of tomorrow.
28:07
February 07, 2021
What can store assistants teach us about our customers?
What can store assistants teach us about our customers?
This episode covers the anecdotal experience of two women working in some of the UK’s biggest chain retailers, and what they think would help the companies they work with develop a better service for their customers. Saskia and Sophie reveal what they think needs to be done to ensure the boardroom is in touch with the shop floor.
38:16
February 07, 2021
Can you ever really understand your customers?
Can you ever really understand your customers?
Martin is joined by customer behaviour expert Philip Graves, author of the bestselling book ‘Consumer.ology’ to discuss the value of data uncovered by market studies, and question whether it can provide insight into what customers really want.
49:09
February 07, 2021
What does AI mean for today’s customers?
What does AI mean for today’s customers?
In our second episode, Martin Newman talks to Felix Farley, data ethics expert and AI developer at Intel. Previously the President of the Annual Artificial Intelligence in Business & Ethics (AIBE) Summit, featuring with the likes of Amazon, Google, Microsoft, Tesla and IBM, he provides expert insight into the ways in the ways customer data should be used and the implications of AI technology on commerce.
42:58
February 07, 2021
What does Brexit mean for business?
What does Brexit mean for business?
In our first episode, host Martin Newman talks to Alex White, partner of political consultancy firm, Flint Global. Previously the chief political analyst at JP Morgan, director of nationwide intelligence at EIU (The Economist Intelligence Unit) and head of investment banking at the HM Treasury, he provides expert insight into the ways in which Brexit will affect imports and exports in the UK.
41:53
February 07, 2021