Hosted by Jo Williams · 🇺🇸 US · EN · 33 episodes
Established thought leaders with verified media credentials.
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.
Jo Williams hosts Where's Your Customer?, a business show with 33 episodes published.
Most retail organisations have customer profiles. Many of those profiles were built a few years ago. They're approved, filed, and used ever since. Meanwhile, the customer has moved on. Hybrid working, for example, has ch
Most retail teams have more information than they know what to do with. The problem isn't the data; it's that data alone rarely shifts what happens in meetings or conversations with stakeholders. Customer storytelling in
The moment an AI output stops being "something the tool suggested" and becomes your professional recommendation is easy to miss. This episode looks at that handover, when nobody double-checks, when a 'plausible' statisti
Most retail teams are using AI, but most are getting a fraction of what the tools can actually do. The AI skills gap in retail isn't about access. It's about clear and consistent AI coaching. Without it, practitioners br
Most retailers know when a customer complains. The harder question is what happens when they don't. Customer disengagement in retail typically shows up not as a walkout but as a slow redistribution. Visits become less fr
Every retail environment constantly produces identity signals through elements such as layout, lighting, staffing, technology, and pricing. Long before a customer looks at a product, they've already answered the question
There's a question every customer answers within seconds of walking through a retailer's door; is this place for me? Most of the time they're not consciously aware they're answering it. But it shapes whether they stay, b
You spend time and effort improving a significant operational improvement programme. Queue times come down. Stock availability is consistent. Click-and-collect errors have more than halved. Every metric is moving in the
Most customer experience programmes begin with a clear vision of what the customer should experience. What they rarely account for is everything that happens between that moment of design clarity and the shop floor on an
There's a consistent two-point gap in the UK Customer Satisfaction Index between how customers in the North of England and Scotland rate their retail experiences and how customers in London rate theirs. It appears every
UK retailers are asking for feedback more than ever. Response rates are falling. And only around 30% of businesses act on what they collect. In episode 20, I'm looking at what's going on inside most voice-of-the-customer
You've been in that meeting, where you've walked in with a clear customer problem, done the work, and watched the questions come back about cost, ROI, and timeline. Nothing about the experience at all. In this episode, I
What if the service level your customers expect has very little to do with what they're spending? In this episode, I'm joined by Dan Cuomo, a leader who's led marketing and operations across Wickes, Bath Store, Signet, a
When customers describe a good retail experience, the language is rarely spectacular. Instead, they say 'it was easy'. 'Quick'. 'I got what I came for'. 'I'd go back'. That's the language of something working consistentl
In 2016, I was studying for my customer experience professional qualification and filling a little red book with notes. Six core competencies. Frameworks. Models. The language of CX. I loved every bit of it. Ten years on
When Retail Teams Play, Experiences Come Alive There's something you notice in retail environments that work. The experience feels alive. Responsive. Like the people behind it had permission to actually think. In this ep
When did sitting in your car too exhausted to go inside become normal? If you've ever finished a full day and realised you spent it responding to everything whilst thinking about nothing, you're not alone. Retail manager
I was reading an interview with B&Q's retail director about their showroom upgrades. Beautiful bathroom and kitchen displays, scent diffusers, and aspirational spaces designed to lift the customer experience. But what ca
Bury Market generated £1.1 million in annual surplus by staying traditional while others added wine bars and craft beer. Now they're building a £33 million Flexi Hall. What happens when you finally follow the playbook ev
Are smaller retailers winning the AI race? While 99% of large UK retailers have AI expertise in-house, 31% of small retailers are already using AI daily. The competitive advantage isn't about resources, it's about fricti
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Where's Your Customer? is hosted by Jo Williams. The show is categorised under business (marketing) and has published 33 episodes.
Where's Your Customer? has published 33 episodes.
Where's Your Customer? regularly covers business, marketing. It sits in the business category, with a marketing focus.
Where's Your Customer? is accessible for guests with genuine business expertise. A personalised, episode-aware pitch will still outperform a generic one every time.
Where's Your Customer? hasn't explicitly signalled guest openness in recent episodes. That doesn't rule out pitching. your hook just needs to be especially compelling and relevant to their recent content.
Episodes of Where's Your Customer? average 22 minutes. a focused format where a clear narrative arc and tight preparation matter most.
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