Where's Your Customer?

Where’s Your Customer? is a podcast for retail leaders who want to become truly customer-centric. Through honest conversations, inspiring stories, and practical ideas, we help you see your business through your customers’ eyes. So you can build stronger connections, happier teams, and a brand customers can’t live without.

000: Where's Your Customer in All This? 10/27/2025

1| 3 Elements That Transform Retail Customer Experience 07/27/2025

1| 3 Elements That Transform Retail Customer Experience 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: it's not just good service), and I give you practical strategies you can implement immediately - regardless of your role. Key Takeaways ✅ The shocking CX gap: Why 92% of retail customer experience efforts miss the mark ✅ What CX really means: Everything your customer thinks, feels, and does because of how you show up as a brand ✅ The 3-part framework: Functionality (25%), Accessibility (25%), Emotion (50%) - and why emotions matter most ✅ Why it's everyone's job: How every department impacts customer experience ✅ Where to start: Simple questions that transform your customer-first thinking Perfect For Retail marketers and operations managers Category professionals and team leaders Anyone who wants to create experiences that make customers feel valued Professionals looking to become more customer-centric in their roles What I Cover [02:00] The Asda story that shaped my entire career perspective [04:00] The 80% vs 8% statistic that haunts the retail industry [05:00] My definition of customer experience (it's bigger than you think) [06:00] The McKinsey 3-part framework with real retail examples [07:00] Why customer experience is everyone's responsibility [08:00] Preview of what's coming in future episodes Resources Mentioned Bain & Company customer experience research McKinsey customer experience framework Connect With Me Website: LinkedIn: What's Next? Next week: "Understanding Your Customers Better So You Can Start Wowing Them" - I'll dive into customer personas, insights, and practical research techniques you can use immediately. Found this useful? Don't let these insights get buried in your busy week. Subscribe now and get each new episode delivered straight to your podcast app. If today's episode sparked an idea or solved a problem you've been working on, I'd love it if you could leave a quick review. It would mean the world to me and it would help fellow retail professionals find customer-focused ideas, too. Thanks so much! A quick note: The insights and ideas I share come from research and years of working in retail teams just like yours. But every business is unique, so what works brilliantly for one retailer might need tweaking for another. Take what resonates, adapt what doesn't, and always trust your knowledge of your customers and culture. /episode/index/show/77c66931-2780-4604-9735-1ed465f0a373/id/37565970

2| The Customer Insights Sitting Right Under Your Nose 08/07/2025

2| The Customer Insights Sitting Right Under Your Nose 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 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 ✅ Your shop floor teams know customers better than any dashboard ✅ Basket abandonment averages 70% - but the reasons are fixable ✅ If three customers complain about something, hundreds thought it ✅ Search keywords reveal unfiltered customer intent ✅ The person who brings insights often earns the most influence 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 Ready to transform your customer understanding? Pick one strategy to try this week and see how curiosity turns into credibility. Shownotes: Subscribe: Don't miss practical CX strategies that work in real retail environments /episode/index/show/77c66931-2780-4604-9735-1ed465f0a373/id/37717090

Where's Your Customer?

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