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.
Where's Your Customer?
Claim This Podcastby Jo Williams
38 episodes
Updated Daily
Accepts GuestsHas SponsorsLocation 🇬🇧
Podcast Overview
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.
Language
🇺🇲
Publishing Since
8/7/2025
1 verified contact email on file for Where's Your Customer?
Pitch yourself as a guest, propose sponsorships, or reach out directly to the host.
Recent Episodes
July 26, 2026
37| Store Value Beyond Sales: What UK Retailers Are Missing
<p>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 everything else a store actually does that never gets counted, and what changes when you start looking at it.</p> <p><strong>In this one:</strong></p> <ul> <li>Why store reviews default to sales, and what a 2019 accounting change had to do with it</li> <li>Four measurable sources of store value, from click-and-collect upsell to retail media margins</li> <li>The harder-to-measure roles like frontline insight, brand experience, resilience and more</li> <li>A practical way to widen how you review a store, whatever your budget</li> </ul> <p> </p> <h3>Thanks for Listening!</h3> <p>Did anything resonate with you from today's conversation? I'd love to know. Is there a role your own stores play that never makes it into a performance review?</p> <p><strong>Get the full show notes</strong> with all frameworks and resources mentioned at <a href= "https://wheresyourcustomer.com/10">https://wheresyourcustomer.com/10</a> </p> <p><strong>Never miss an episode</strong> – Subscribe to Where's Your Customer? on <a href= "https://podcasts.apple.com/us/podcast/wheres-your-customer/id1852866660"> Apple Podcasts</a>, <a href= "https://open.spotify.com/show/5dzHDfjIvFJSnWiush9Rbr?si=ed5c6ca8e5ac4e45"> Spotify</a>, or wherever you get your podcasts</p> <p><strong>Found this valuable?</strong> Please leave a review; it helps other retail professionals discover these conversations and would honestly mean the world to me</p> <p><strong>Connect with me</strong> – Find me on <a href= "https://www.linkedin.com/in/jo-williams-ccxp/">LinkedIn</a> or visit <a href= "http://wheresyourcustomer.com">wheresyourcustomer.com</a> for more customer service insights and resources.</p> <p><!-- /wp:paragraph --><!-- wp:paragraph --></p> <p><!-- /wp:paragraph --><!-- wp:paragraph --></p> <p><!-- /wp:paragraph --><!-- wp:paragraph --></p> <p><strong>Share this with someone who needs it</strong> – If someone in your network is wrestling with customer service challenges, please share this episode with them</p> <p> </p>
July 19, 2026
36| Staying Customer-Focused in Retail. Persistence Matters.
<p>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 skill that keeps customer focus alive through all of that, but should it be?</p> <p>This episode covers:</p> <ul> <li>How most customer experience projects lose attention gradually </li> <li>What the research says about persistence, and why it's needed right now</li> <li>The specific, uneven cost of staying customer-focused, and who's really carrying it</li> <li>What B&Q and Halfords show that organisations can reduce the weight of personal persistence by making more of the business customer-focused in the first place</li> </ul> <h3>Thanks for Listening!</h3> <p>Did anything resonate with you from today's conversation? I'd love to know whether you're currently the person re-making a case you thought you'd already won.</p> <p><span style="font-size: 14pt;"><strong>Thanks for listening!</strong></span></p> <p><strong>Get the full show notes</strong> with all frameworks and resources mentioned at <a href= "https://wheresyourcustomer.com/staying-customer-focused-in-retail/"> https://wheresyourcustomer.com/36</a> </p> <p><strong>Never miss an episode</strong> – Subscribe to Where's Your Customer? on <a href= "https://podcasts.apple.com/us/podcast/wheres-your-customer/id1852866660"> Apple Podcasts</a>, <a href= "https://open.spotify.com/show/5dzHDfjIvFJSnWiush9Rbr?si=ed5c6ca8e5ac4e45"> Spotify</a>, or wherever you get your podcasts</p> <p><strong>Found this valuable?</strong> Please leave a review, it helps other retail professionals discover these conversations and would honestly mean the world to me</p> <p><strong>Connect with me</strong> – Find me on <a href= "https://www.linkedin.com/in/jo-williams-ccxp/">LinkedIn</a> or visit <a href= "http://wheresyourcustomer.com">wheresyourcustomer.com</a> for more customer service insights and resources.</p> <p><!-- /wp:paragraph --><!-- wp:paragraph --></p> <p><!-- /wp:paragraph --><!-- wp:paragraph --></p> <p><!-- /wp:paragraph --><!-- wp:paragraph --></p> <p><strong>Share this with someone who needs it</strong> – If someone in your network is wrestling with customer service challenges, please share this episode with them</p> <p> </p>
July 12, 2026
35| How AI Saves Time For Retail CX Teams (And What To Do With It)
<p>How much of your working week is spent telling other people what customers said, rather than actually talking to one?</p> <p>When you open your laptop on a completely ordinary Monday, you have four customer-related things open: a customer dashboard, a survey tool, a customer proposition deck you need to finish, and an email about a complaint.</p> <p> Not one of those four things is an actual conversation with an actual customer. That's the starting point for this episode: where the hours in a CX role actually go, and where AI can actually help you get some of them back.</p> <p><strong>What this episode covers:</strong></p> <ul> <li>Why a "customer-focused" morning can involve zero real customer contact</li> <li>Three concrete places AI can save time: feedback theming, report drafting, and system upkeep</li> <li>Why the blocker to using AI well is often confidence, not access </li> <li>What happens when the time you get back doesn't automatically go anywhere useful, and why that's on you to decide</li> </ul> <h3>Thanks for Listening!</h3> <p>Did anything resonate with you from today's conversation? I'd love to know, particularly if you've found a place in your own week where AI's already quietly taken something off your plate, or where you're still doing it all by hand.</p> <h3>Thanks for Listening!</h3> <p>Did anything resonate with you from today's conversation? I'd love to know, particularly where you're seeing preventable service failures in your own organisation.</p> <p><strong>Get the full show notes</strong> with all frameworks and resources mentioned at <a href= "https://wheresyourcustomer.com/35">https://wheresyourcustomer.com/35</a> </p> <p><strong>Never miss an episode</strong> – Subscribe to Where's Your Customer? on <a href= "https://podcasts.apple.com/us/podcast/wheres-your-customer/id1852866660"> Apple Podcasts</a>, <a href= "https://open.spotify.com/show/5dzHDfjIvFJSnWiush9Rbr?si=ed5c6ca8e5ac4e45"> Spotify</a>, or wherever you get your podcasts</p> <p><strong>Found this valuable?</strong> Please leave a review; it helps other retail professionals discover these conversations and would honestly mean the world to me</p> <p><strong>Connect with me</strong> – Find me on <a href= "https://www.linkedin.com/in/jo-williams-ccxp/">LinkedIn</a> or visit <a href= "http://wheresyourcustomer.com">wheresyourcustomer.com</a> for more customer experience insights and resources.</p> <p><!-- /wp:paragraph --><!-- wp:paragraph --></p> <p><!-- /wp:paragraph --><!-- wp:paragraph --></p> <p><!-- /wp:paragraph --><!-- wp:paragraph --></p> <p><strong>Share this with someone who needs it</strong> – If someone in your network is wrestling with customer service challenges, please share this episode with them</p> <p> </p>
38 total episodes available
Deep-dive analytics for Where's Your Customer?
Frequently asked questions
Have a different question and can't find the answer you're looking for? Reach out to our support team by sending us an email and we'll get back to you as soon as we can.
- What is Where's Your Customer??
- How often does this podcast release new episodes?
This podcast updates daily.
- Where can I listen to this podcast?
This podcast is available on 4 platforms including Apple Podcasts, Spotify, and more. You can also use the RSS feed directly.
- Does this podcast accept guests?
No, this podcast does not typically feature guests.
Legal Disclaimer
Pod Engine is not affiliated with, endorsed by, or officially connected with any of the podcasts displayed on this platform. We operate independently as a podcast discovery and analytics service.
All podcast artwork, thumbnails, and content displayed on this page are the property of their respective owners and are protected by applicable copyright laws. This includes, but is not limited to, podcast cover art, episode artwork, show descriptions, episode titles, transcripts, audio snippets, and any other content originating from the podcast creators or their licensors.
We display this content under fair use principles and/or implied license for the purpose of podcast discovery, information, and commentary. We make no claim of ownership over any podcast content, artwork, or related materials shown on this platform. All trademarks, service marks, and trade names are the property of their respective owners.
While we strive to ensure all content usage is properly authorized, if you are a rights holder and believe your content is being used inappropriately or without proper authorization, please contact us immediately at hey@podengine.ai for prompt review and appropriate action, which may include content removal or proper attribution.
By accessing and using this platform, you acknowledge and agree to respect all applicable copyright laws and intellectual property rights of content owners. Any unauthorized reproduction, distribution, or commercial use of the content displayed on this platform is strictly prohibited.