#24 Your Customer Service Sucks: The Lost Art of Selling in Retail, Customer Centricity & Metaverse Shopping w/ Martin Newman

Martin Newman is The Customer Champion, working tirelessly to make sure your customer service doesn’t suck. He is a keynote speaker, author, and founder Practicology - a leading e-commerce and multichannel consultancy business.

In Episode #24 we spoke about what companies do wrong when it comes to customer service (I learnt that it all starts from within), what consumer centricity is and how using tech isn’t always the best strategy.  Oh, and we touch on the Metaverse and how that will shape the shopping experience.

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EPISODE #24:

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You can listen to the full episode here OR

WATCH it on YouTube - https://www.youtube.com/channel/UCC-YIz5pEMM9vigbYOxK2Kw

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WE DISCUSS:

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02:27 - Martin’s first job

08:40 - What Martin learnt from his father

12:40 - What is customer centricity?

23:53 - What should flailing retailers be doing now?

31:10 - Mistakes when using tech in customer service

35:34 - Why shop in a store now?

40:14 - How will the Metaverse shape the shopping environment?

44:19 - How leaders can ‘sell’ better

54:10 - What’s keeping Martin awake at night

01:01:04 - How CEOs should be remunerated now

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MARTIN NEWMAN

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LinkedIn: https://www.linkedin.com/in/martindnewman/ 

Facebook: https://www.facebook.com/MNConsumerChampion

Twitter: https://twitter.com/martinnewman

Instagram: https://www.instagram.com/consumerchampion/

Email: martin@martinnewman.co.uk

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FOLLOW ME ON:

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LinkedIn: https://www.linkedin.com/in/mariahvo/

Instagram: @MariaHvo - https://www.instagram.com/mariahvo/

Twitter: @MHvorostovsky - https://twitter.com/mhvorostovsky

Clubhouse: @MariaHvo - https://www.clubhouse.com/@mariahvo

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