ROI Reimagined: The 11 Metrics Every Retail Leader Needs Now
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, 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. 🔔 Subscribe to the Retail Disrupted YouTube Channel: Watch the full video version here 👉 Follow Natalie Berg on LinkedIn: Natalie Berg | Retail Analyst Retail Disrupted™ is a Top 5% Global Podcast for retail leaders. If you found this episode valuable, please rate and review on Apple Podcasts or Spotify.
