2| The Customer Insights Sitting Right Under Your Nose
Release Date: 08/07/2025
000: Where's Your Customer in All This?
Where's Your Customer?
Have you ever sat in a meeting, staring at spreadsheets full of customer data, and realised nobody's actually asking about the customers themselves? Not where they are in your sales funnel, but who they actually are as people? I'm Jo, and I've been there more times than I'd like to admit. Years of helping retail teams create better customer experiences taught me something crucial: it's frighteningly easy to lose sight of the humans you're working for when you're buried in KPIs and operational firefighting. This teaser introduces Where's Your Customer? - a podcast for retail...
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1| 3 Elements That Transform Retail Customer Experience
Where's Your Customer?
Welcome to Where's Your Customer! I'm Jo Williams, and in this debut episode, I'm sharing why most retail customer experience strategies fail and a proven 3-part framework that actually works. After 20+ years in retail marketing and customer experience, I've learned that 80% of companies think they deliver great CX, but only 8% of customers agree. That massive gap is costing retailers sales, loyalty, and reputation. I share a personal story from my Asda checkout days that changed how I think about retail connections, I break down what customer experience really means (spoiler:...
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2| The Customer Insights Sitting Right Under Your Nose
Where's Your Customer?
In this episode, I talk about the one habit every customer-centric professional needs to master: curiosity. I'm digging into why truly understanding customers is the heartbeat of any customer-centric retail leader, and I've got five strategies you can put into action this week. Plus, I'm sharing examples and tips that prove really listening to your customers isn't just nice to do—it's transformative. What You'll Learn Five Practical Customer Insight Strategies: Listen Smarter to Feedback - Why your frontline team holds the most valuable customer insights in your business Run Shopper...
info_outlineWhat You'll Learn
- Listen Smarter to Feedback - Why your frontline team holds the most valuable customer insights in your business
- Run Shopper Safaris - Experience your customer journey firsthand from Google search to checkout
- Mine Reviews for Truth - Turn unfiltered customer feedback into actionable improvements
- Use Search as Your Secret Listening Tool - Discover what customers want before they tell you
- Track Silent Signals - Read customer behaviour data to identify hidden friction points
Featured Success Stories
- Tesco Club Card: How data-driven loyalty helped overtake Sainsbury's as market leader
- Space NK: Doubling turnover with hyper-local customer insights
- AO: Transforming Trustpilot scores through systematic review analysis
- B&Q: Converting 53 stores into "Digi Hubs" based on customer behaviour data
Key Takeaways
Quick Implementation Tips
- Start a 15-minute weekly "story time" huddle with frontline teams
- Create a "Three Things We Heard" customer feedback board
- Try shopping your own store like a real customer would
- Use Google autofill and Answer the Public for keyword research
- Fix one customer friction point at a time and measure the impact