Regular conference goers will have heard far too many presentations from retail leaders extolling the virtues of putting the customer first. Maybe if they had actually done this at their respective organisations the industry might not find itself in quite so much trouble as it does right now.

This is a problem that has been recognised by Martin Newman who is seeking to address it through his business The Customer First Group that is holding its maiden Customer First Live conference over September 25-26 in London.

The speaker schedule straddles retail as well as leisure & hospitality, which reflects the changing nature of the shopping industry that is increasingly adopting practices from the leisure sector. It will be a similar situation at the forthcoming MAPIC conference in Cannes, which is also set to place a strong focus on the leisure side of shopping this year.

At Customer First Live the likes of: Jonathon Swaine, MD of Fuller’s Inns; Mark McCulloch of Supersonic; and Caroline Sanger-Davies, director of marketing at Chester Zoo will give an interesting perspective on how they are placing the customer at the heart of their businesses within the leisure & hospitality sectors.

They are on the speaker roster alongside some seasoned operators from the retail world including Andy Harding, the new MD of Openpay UK, Philip Mountford, CEO of Hunkemoller, and Frances Card, former COO of Matchesfashion.

They will be delivering a variety of presentations focusing on different areas of customer centricity – such as delivering brand aspirations, leveraging customer insight, and building a successful business through great service and customer experience.

Martin Newman will also be presenting a keynote offering a step by step guide to delivering true customer centricity, which will draw on content from his published book on the topic.

Further details can be found here. Use booking RICFL for a discount.

Glynn Davis, editor, Retail Insider