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Hosted by Jo Williams · 🇺🇸 US · EN · 40 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 40 episodes published.
Most retail and contact centre employees can tell when a customer needs more time, more patience or a different response. The more common problem is that they don't have the authority, time, or emotional capacity to act
In this episode, I'm joined by Jacob Hinson , founder of eLocker, to explore why click and collect is still one of the most overlooked moments in the retail customer journey. eLocker provides smart locker technology for
Most of the complexity in retail today ends up as work for the customer. It could be another app to download, another password to remember, another near-identical product to choose between. This episode is about reducing
Most store performance reviews start and end with sales and costs. But a store's value goes well beyond that. From the online orders it fulfils to the supplier relationships it nurtures. In this episode, I look at everyt
Staying customer-focused in retail over months and years is harder than it sounds. Priorities shift, budgets reset, and a piece of work everyone agreed mattered can suddenly fall off the priority list. Persistence is the
How much of your working week is spent telling other people what customers said, rather than actually talking to one? When you open your laptop on a completely ordinary Monday, you have four customer-related things open:
Most retail organisations run a Voice of the Customer (VOC) programme, which involves collecting customer feedback through surveys, reviews, complaints, or interviews. Many also track operational and process data. Things
Most CX professionals know exactly what the customer would think about a decision being made in a planning meeting. Fewer say it out loud. Representing the customer in retail (not just collecting insights about them) but
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
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Where's Your Customer? is hosted by Jo Williams. The show is categorised under business (marketing) and has published 40 episodes.
Where's Your Customer? has published 40 episodes.
Where's Your Customer? regularly covers business, marketing. It sits in the business category, with a marketing focus.
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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 20 minutes. a focused format where a clear narrative arc and tight preparation matter most.
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