Why do some retailers and banks thrive while others struggle to keep up? At Undercover Customer, we tackle the industry's biggest problem today: understanding the real customer experience. We reveal the hidden factors that impact customer satisfaction, loyalty, and growth through in-depth mystery shopping insights and expert analysis.
Join us as we explore the untold stories behind the data, uncovering what truly drives success in retail and banking. Whether you’re a retail leader looking to stay ahead or a curious listener eager to learn more, this podcast offers a fresh perspective on the strategies that make or break a business.
Tune in for episodes filled with surprising discoveries, practical takeaways, and the intelligence you need to outperform the competition.
Undercover Customer - Your go-to podcast for uncovering the hidden truths in retail and banking through the lens of mystery shopping.
The core question of the episode is simple: Would you be comfortable with someone you love working in this store? Because safety is not just a policy. It is a leadership responsibility. In this episode of The Undercover Customer, Steve Worthy sits down with Dean Correa, an experienced retail safety and corporate security leader with a background at Gap, Starbucks, and Walmart. Dean brings more than two decades of operations and corporate security experience to this conversation, including lea...
13 May 2026
How Does It Feel to Be Your Customer?
The central question of the episode is simple: How does it feel to be your customer? Because once you know that, you have a much better chance of improving the experience, training the right behaviors, and closing the gap between what headquarters believes is happening and what customers actually experience. Audra Lamoon, CEO and Founder of Livewire, to talk about mystery shopping, emotional customer experience, hospitality, retail, and the moments that reveal what a brand is really deliverin...
16 Dec 2025
Innovation Is Not What You Think!
In this episode of Undercover Customer, I sit down with global innovation strategist Matt Mueller to break down what innovation really means inside retail stores—and why most companies are getting it wrong. Redefining Innovation – Why innovation is not about AI, robots, or shiny tech, but about solving real problems customers actually have. The Power of Store Visits – Why corporate leaders need to get out of the boardroom and back into stores to see what’s really happening. Human Intellige...
2 Dec 2025
We Forgot How to Treat Customers
Today on Undercover Customer I’m talking with Michael Glazer. Michael runs one of the longest standing mystery shopping and merchandising firms in North America. He built it from scratch, one shop at a time, and now manages tens of thousands of visits across retail, banking, hospitality and automotive. Here’s why I wanted this conversation. We talk about what mystery shopping really is. Not spying. Not trying to “catch” employees. It’s about catching what’s real in the moment a customer meets...
18 Nov 2025
Banks Are Not Protecting You Anymore!
The State of Retail Banking 2025. Why it matters to you and why most people are not being told the full story. In this episode of Undercover Customer I sit down with Lou Harvey, CEO and founder of DALBAR, to talk about what is really happening in retail banking right now. We cover why customers still feel uneasy, why trust in banks is wearing thin, and how inflation quietly pulled money out of your returns. We also walk through what the new administration is signaling on growth, taxes, and ...
27 Oct 2025
The Secret to Beating Your Competitors
Unlock "The Secret to Beating Your Competitors" with actionable insights from the Undercover Customer podcast! Discover how mystery shopping and human intelligence can transform your retail or banking business. In this debut episode, Steve Worthy, Head of Growth at Competitor IQ, breaks down the importance of competitor analysis and how understanding both internal and external perspectives can give your business the edge it needs. Learn why real-world customer experiences matter,...
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