Martin Newman — "The Consumer Champion," former exec at Harrods, Burberry, and Ted Baker, and author of ROI Reimagined — joins Natalie Berg to dismantle the metrics most retailers still swear by, and replace them with 11 new ways to measure what actually drives profitable growth.
In this episode:
→ Why the average 4% retail conversion rate is "absolutely useless" — and the smarter question to ask
→ How CDLP and Suit Supply build customer lifetime value through simple, human follow-ups
→ Why cutting in-store staff is leaving serious cash on the table
→ Return on Inspiration: why people are the most important ROI of all
→ AI and technology as empowerment — not replacement
→ What Return on Integrity, Inclusion, and Innovation look like in practice
Martin Newman is one of the world’s leading authorities on customer centricity and the author of ROI Reimagined: Redefining Business Success: 11 Bold New Ways to Measure What Really Matters. Martin leads customer-centric transformation and thought leadership through books, keynotes, workshops, mystery shopping, consulting and board advisory.
📚 Get the book: https://www.roireimagined.com
🔗 Connect with Martin: https://www.linkedin.com/in/martindnewman
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