Martin is the Consumer Champion and founder of www.customerserviceaction.com and www.thecustomerfirstgroup.com.  He leverages 37 years of experience working in consumer sectors heading up the multichannel operations of some of the world’s leading brands including Burberry, Intersport, Pentland Brands, Harrods and Ted Baker, to be a force for positive change for both consumers and brands. He appears regularly on BBC TV and Radio, on Sky, ITV, Channel 5 and a host of other media channels such as LBC, The Times and FT to discuss various consumer issues relating to retail. He is the author of the bestselling book 100 Practical Ways to Improve Customer Experience.