From airports to supermarkets, how do customer expectations translate across industries?
Retail DisruptedFebruary 19, 202500:00:41

From airports to supermarkets, how do customer expectations translate across industries?

Martin George, former customer director at Waitrose & Partners and commercial director at British Airways, shares his views on whether customers expect the same experience (frictionless, self-service, personalisation) across different touchpoints. To what extent do customer expectations translate across industries? Hear what he had to say.

This is a clip from the Retail Disrupted podcast, episode 65 which is brought to you by the Richmond Retail & Ecommerce Directors' Forum. In this episode, host Natalie Berg speaks to Martin and Jessica Cole, former Senior Director Own Brand, Masterbrand, Customer Strategy & Propositions at Asda. They discuss the evolving role of marketing in retail and the importance of always having the customer in the room.

Full episode links:

📺 Video: https://www.youtube.com/watch?v=cjpXQbOaV_0
🎧 Audio: https://retaildisrupted.com/episode/keep-the-customer-in-the-room-marketing-insights-from-asda-and-waitrose

*Jess and Martin will be speaking at the Richmond Retail & E-commerce Directors’ Forum in April. If you’re a retailer and would like to join us, please get in touch: https://retaildisrupted.com/contact

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