Customer First Group founder Martin Newman discusses the state of the UK high street and how integral organisational change is to consumer-facing businesses seeking customer-centricity
Renowned internationally as one of the world’s leading experts on customer experience, consumer behaviour, multichannel operations and e-commerce, Martin Newman is a passionate advocate for customer-centric transformation. This year, he founded the Customer First Group to help drive this transformation with consumer-facing brands.
As part of the business’s launch, a new interactive event – Customer First Live – will enjoy its debut alongside industry favourites eCommerce Expo and Technology for Marketing at London Olympia this September.
Ahead of the conference, Newman sat down with us to talk about his thoughts on the state of the UK high street and how integral organisational change is to consumer-facing businesses seeking to achieve customer-centricity.
The Changing Retail Landscape
After 35 years in the retail sector, witnessing the rise of ecommerce in the mid-90s, Newman says one of the greatest changes to the landscape has been the balance of power shifting from the retailer to the consumer.
“Up until [the rise of ecommerce], consumers had limited choice; where you could buy, what you could buy, and when you could buy. The internet changed all of that. The democratisation of retailers saw the consumers become empowered.”
Condemning the scaremongering tactics of the press, trying to instil fear in retailers that the high street is dying, Newman argues, rather, that it’s simply changing.