100 Practical Ways to Improve Customer Experience

"The vital importance of customer-centricity is an enduring business truth. Newman and McDonald's book creates a contemporary perspective on how businesses can embrace this goal in new ways. Typically, their ideas are hugely practical and straightforward for organizations to implement." * David Wild, CEO, Domino's *
"A pithy, practical, enjoyable and thought-provoking book that brings new insights into consumer behaviour and how to improve the experience you deliver. This book will appeal to anyone who works in a consumer business, irrespective of the sector. A book that you can read from cover to cover and then dip in and out of when you are looking for inspiration to change the way you might be framing a consumer challenge. I really love the practical and relatable examples." * Debbie Hewitt MBE, Chairman, White Stuff *
"Written by one of the world's leading multichannel customer experience experts with the support of one of the world's leading marketing academics, this practical guide to improving customer experience is essential reading for anyone who wants to thrive in an increasingly disrupted, hyper-local, mobile world. I have worked with both of them separately, but this author combination provides a powerful fusion." * Andy Rubin, Chairman, Pentland Brands *
"100 ways to turn disruption into opportunities. This book should become your best friend in a fast-changing retail environment. Newman's common sense is brilliant!" * Paul Delaoutre, President, Al-Futtaim Retail *
"If you are a CEO, buy this book for your team and devote an off-site day (or two) to undertaking an honest appraisal of how you score against Martin Newman's 100 recommendations for transforming your service culture. If you are not a CEO, buy this book and give it to your CEO." * Richard Pennycook, Non-Executive Director and Chairman, retail sector *