Where's Your Customer?

Have you ever sat in a meeting, staring at spreadsheets full of customer data, and realised nobody's actually asking about the customers themselves? Not where they are in your sales funnel, but who they actually are as people?   I'm Jo, and I've been there more times than I'd like to admit. Years of helping retail teams create better customer experiences taught me something crucial: it's frighteni...

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, loy...

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 transformati...