Traditional ROI is broken. If you're still measuring success with quarterly numbers and like-for-like sales, you're flying blind into the next decade of retail.
In this episode, host Natalie Berg is joined by Martin Newman — "The Consumer Champion", author of ROI Reimagined (https://www.amazon.co.uk/ROI-Reimagined-Redefining-Business-Success/dp/1917523777/ref=sr_1_1?crid=1OFIGUEDT3YAH&dib=eyJ2IjoiMSJ9.tAWDB2CANaq98g8NNHQt4Q.AGfs0XrxZRBZ16-WrLiJKco9dAomj0YsB-TzfsheMQc&dib_tag=se&keywords=roi+reimagined&qid=1775147749&sprefix=roi+reimagined%2Caps%2C504&sr=8-1) , and a 40-year retail veteran who has shaped strategies for brands like Burberry, Harrods, and Ted Baker.
Together, they dismantle the "96% Problem" (why 96% of website visitors don't buy) and introduce the ROI Reimagined framework — a set of 11 critical metrics designed for the future of shopping, where innovation and failure are inextricably linked.
In this episode, you will learn:
The 96% Problem: Why retailers are obsessed with conversion rates but ignore the massive opportunity in those who leave empty-handed. CX vs. CC: The strategic difference between Customer Experience (what happens to the customer) and Customer Centricity (what the business must do to deliver it). The 11 Future Metrics: A breakdown of the "new" ROI, including Return on Integrity, Inclusion, Inspiration, and Innovation. The "Monday Morning" Challenge: A simple framework to re-energize your leadership meetings and shift focus from reporting to problem-solving. Tech-Led Trade-Ins: Lessons from brands like Suit Supply and CDLP on bridging the gap between digital and physical retail.
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