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Published by Jo Williams
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.
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Years ago, I worked on a food research project that delivered exactly what it was meant to. It shaped a campaign, informed decisions, and changed customer perceptions. But it never really reached beyond the marketing and strategy teams. This episode explores what happens to customer research after the original project ends, and how to share useful findings with others. What this episode covers: Why research often reaches CX or marketing leaders but not other teams that could use it Why only 27% of respondents to Forrester's 2025 survey said they shared customer insight effectively and quickly How giving one person responsibility can help useful findings reach the right decision-makers How Halfords and M&S share customer information across their businesses, plus five questions to help you do the same Thanks for Listening! Did anything from today's conversation resonate with you? I'd love to know, particularly if you've found a way to share customer research with teams who weren't involved in the original project. Get the full show notes with all frameworks and resources mentioned at https://wheresyourcustomer.com/45 Never miss an episode – Subscribe to Where's Your Customer? on Apple Podcasts , Spotify , or wherever you get your podcasts Found this valuable? Please leave a review; it helps other retail professionals discover these conversations and would honestly mean the world to me Connect with me – Find me on LinkedIn or visit wheresyourcustomer.com for more customer service insights and resources. Share this with someone who needs it – If someone in your network is wrestling with customer experience challenges, please share this episode with them
I got a chip in my windscreen. It's a leased car, so I went to the lease company's website, found a phone number (no booking link), and spent nearly fifteen minutes on the phone while someone walked me through a form, question by question. Afterwards I looked at the normal Autoglass journey. I got through almost the whole thing online in about ninety seconds. The service worked, but I got a very different experience because of the route I took. This week I'm looking at the seam - the point where your customer stops dealing with you and starts dealing with somebody else. A courier, an installer, a repair company, a finance provider, a marketplace seller. In this episode: Why nearly half of people with a delivery problem then have a second problem trying to resolve it How Superdrug, The Range and B&Q have each made a different choice about marketplace returns Why World of Books can change courier without changing the customer's journey The five customer experience questions to ask any partner involved in serving your customer Thanks for Listening! Did anything resonate with you from today's conversation? I'd love to know where the seams show up in your own customer journey and who in your business actually owns them. Get the full show notes with all frameworks and resources mentioned at https://wheresyourcustomer.com/44 Never miss an episode – Subscribe to Where's Your Customer? on Apple Podcasts , Spotify , or wherever you get your podcasts Found this valuable? Please leave a review; it helps other retail professionals discover these conversations and would honestly mean the world to me Connect with me – Find me on LinkedIn or visit wheresyourcustomer.com for more customer service insights and resources. Share this with someone who needs it – If someone in your network is wrestling with customer experience challenges, please share this episode with them.
We went to M&S at the weekend for a brew before the shopping, and the café had gone! The assistant told us it wasn't coming back, and that cafés in a lot of the smaller stores were closing. I assumed it was about money. When I looked into it, it turned out that's only half the story. This week I look at what UK retailers are actually doing with shop floor space, and how you work out whether it earns its place. Why Sainsbury's closed 61 cafés and now has over 150 run by partners, including 50 Costa sites What Morrisons learned by taking out its meat and fish counters and then putting them back Why Gymshark gives up Regent Street floor space to free workout classes Five questions to ask about any part of your shop floor before you change it Thanks for Listening! Did anything resonate with you from today's conversation? I'd love to know, particularly if you've been through this decision yourself. What made you keep a space, or let it go? Get the full show notes with all frameworks and resources mentioned at wheresyourcustomer.com/43 Never miss an episode – Subscribe to Where's Your Customer? on Apple Podcasts , Spotify , or wherever you get your podcasts Found this valuable? Please leave a review; it helps other retail professionals discover these conversations and would honestly mean the world to me Connect with me – Find me on LinkedIn or visit wheresyourcustomer.com for more customer service insights and resources. Share this with someone who needs it – If someone in your network is wrestling with customer service challenges, please share this episode with them
Stakeholder engagement in retail projects is difficult, and it's usually the part of the work with the least planning. Milestones and deliverables go on the project plan. But keeping people up to date as the work develops usually doesn't. So the project keeps moving, and everyone else's understanding of it doesn't. The gap widens the longer the project runs, and it only becomes visible when you need something like approval, funding, or people to change how they work. That's when the questions start. In this episode: Why late challenge is usually missing context, not resistance What the curse of knowledge does to the person who knows the project best Why sending more updates doesn't fix it Five questions that work better than a stakeholder list Thanks for Listening! Did anything resonate with you from today's conversation? I'd love to know, particularly if you've sat in a sign-off meeting and realised people hadn't kept up with the project. Get the full show notes with all frameworks and resources mentioned at https://wheresyourcustomer.com/42 Never miss an episode – Subscribe to Where's Your Customer? on Apple Podcasts , Spotify , or wherever you get your podcasts Found this valuable? Please leave a review, it helps other retail professionals discover these conversations and would honestly mean the world to me Connect with me – Find me on LinkedIn or visit wheresyourcustomer.com for more customer service insights and resources. Share this with someone who needs it – If someone in your network is wrestling with customer service challenges, please share this episode with them
Currys is often described as one of the UK retailers leading on AI and retail technology. But a more useful story is the technology working behind the scenes: helping store managers act on data, giving repair engineers better information, and supporting colleagues in removing friction from the customer journey. In this episode, I look at Currys as a retail technology case study and ask a more practical question: when does technology actually improve the customer experience? What this episode covers: How Quorso helps store managers turn data into weekly actions What Currys' display-gap research reveals about customer assumptions and lost sales How video, repair data and connected service channels can support better customer outcomes A five-question framework for evaluating retail technology investment Listen if you are thinking about: how to connect technology investment to customer experience how to make data more useful for store and service teams how to avoid starting with the tool before understanding the friction Thanks for Listening! Did anything resonate with you from today's conversation? Get the full show notes with all frameworks and resources mentioned at https://wheresyourcustomer.com/41 Never miss an episode – Subscribe to Where's Your Customer? on Apple Podcasts , Spotify , or wherever you get your podcasts Found this valuable? Please leave a review; it helps other retail professionals discover these conversations and would honestly mean the world to me Connect with me – Find me on LinkedIn or visit wheresyourcustomer.com for more customer service insights and resources. Share this with someone who needs it – If someone in your network is wrestling with customer service challenges, please share this episode with them
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 on it. This episode looks at what empowering frontline teams actually requires, and why average handling time, rigid scripts and centralised decision-making often work against the empathy already present in a team. What this episode covers: Why average handling time is treated as an outdated measure but is still used to assess individual employees How Waterstones changed decision-making authority for its booksellers, and what happened to returns The research on surface acting, emotional labour and burnout in customer-facing roles Why fast checkout design, like Aldi's, is a legitimate response to what some customers want Thanks for Listening! Did anything resonate with you from today's conversation? I'd love to know where you see empathy getting squeezed out of the customer experience; is it by time, targets, policy, or something else? Get the full show notes with all frameworks and resources mentioned at https://wheresyourcustomer.com/40 Never miss an episode – Subscribe to Where's Your Customer? on Apple Podcasts , Spotify , or wherever you get your podcasts Found this valuable? Please leave me a review; it helps other retail professionals discover these conversations and would honestly mean the world to me Connect with me – Find me on LinkedIn or visit wheresyourcustomer.com for more customer service insights and resources. Share this with someone who needs it – If someone in your network is wrestling with customer service challenges, please share this episode with them
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 retail click and collect, returns, warehouses and workplace environments. Its technology is designed to make collections faster, clearer and easier to manage, helping retailers reduce manual processes, improve customer experience and lower the cost of collections and returns. Together, we discuss why the online part of click and collect often works well, but the collection itself can still let the experience down. For customers, the journey does not end when the order is placed. If anything, the collection experience is where it should feel the most convenient, reliable and joined-up. What this episode covers: Why customers judge the whole order by the collection experience, not just the checkout Why click and collect often falls between digital, operations and CX teams How better-designed collection points can improve satisfaction, repeat visits and cost per order Why perceived wait time can be just as important as actual wait time Practical first steps for retailers who want to improve collection before investing in new technology Connect with Jacob and eLocker: Find out more about eLocker: https://www.elocker.com/ Connect with Jacob Hinson on LinkedIn: Jacob Hinson Thanks for Listening! Did anything resonate with you from today's conversation? I'd love to know, particularly where you're seeing the online-to-store handover break down in your own collection or returns processes. Get the full show notes and resources mentioned at https://wheresyourcustomer.com/39 Never miss an episode – Subscribe to Where's Your Customer? on Apple Podcasts, Spotify, or wherever you get your podcasts. Found this valuable? Please leave me a review. It helps other retail professionals discover these conversations and would mean the world to me. Connect with me – Find me on LinkedIn or visit wheresyourcustomer.com for more customer experience insights.
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 customer effort in retail; how the complexity builds up, why removing it rarely occurs to anyone, and what it takes to make buying feel simple again. What this episode covers: Why complexity accumulates one reasonable decision at a time, and why nobody removes it The research showing people almost always add to solve a problem, and rarely think to subtract What Asda's range cuts and Topps Tiles' brand consolidation reveal about taking work off the customer The one question worth asking before launching anything: what does this ask the customer to do? Thanks for Listening! 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. Get the full show notes with all frameworks and resources mentioned at https://wheresyourcustomer.com/38 Never miss an episode – Subscribe to Where's Your Customer? on Apple Podcasts , Spotify , or wherever you get your podcasts Found this valuable? Please leave a review, it helps other retail professionals discover these conversations and would honestly mean the world to me Connect with me – Find me on LinkedIn or visit wheresyourcustomer.com for more customer service insights and resources. Share this with someone who needs it – If someone in your network is wrestling with customer service challenges, please share this episode with them
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. In this one: Why store reviews default to sales, and what a 2019 accounting change had to do with it Four measurable sources of store value, from click-and-collect upsell to retail media margins The harder-to-measure roles like frontline insight, brand experience, resilience and more A practical way to widen how you review a store, whatever your budget Thanks for Listening! 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? Get the full show notes with all frameworks and resources mentioned at https://wheresyourcustomer.com/10 Never miss an episode – Subscribe to Where's Your Customer? on Apple Podcasts , Spotify , or wherever you get your podcasts Found this valuable? Please leave a review; it helps other retail professionals discover these conversations and would honestly mean the world to me Connect with me – Find me on LinkedIn or visit wheresyourcustomer.com for more customer service insights and resources. Share this with someone who needs it – If someone in your network is wrestling with customer service challenges, please share this episode with them
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? This episode covers: How most customer experience projects lose attention gradually What the research says about persistence, and why it's needed right now The specific, uneven cost of staying customer-focused, and who's really carrying it 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 Thanks for Listening! 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. Thanks for listening! Get the full show notes with all frameworks and resources mentioned at https://wheresyourcustomer.com/36 Never miss an episode – Subscribe to Where's Your Customer? on Apple Podcasts , Spotify , or wherever you get your podcasts Found this valuable? Please leave a review, it helps other retail professionals discover these conversations and would honestly mean the world to me Connect with me – Find me on LinkedIn or visit wheresyourcustomer.com for more customer service insights and resources. Share this with someone who needs it – If someone in your network is wrestling with customer service challenges, please share this episode with them
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: a customer dashboard, a survey tool, a customer proposition deck you need to finish, and an email about a complaint. 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. What this episode covers: Why a "customer-focused" morning can involve zero real customer contact Three concrete places AI can save time: feedback theming, report drafting, and system upkeep Why the blocker to using AI well is often confidence, not access What happens when the time you get back doesn't automatically go anywhere useful, and why that's on you to decide Thanks for Listening! 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. Thanks for Listening! 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. Get the full show notes with all frameworks and resources mentioned at https://wheresyourcustomer.com/35 Never miss an episode – Subscribe to Where's Your Customer? on Apple Podcasts , Spotify , or wherever you get your podcasts Found this valuable? Please leave a review; it helps other retail professionals discover these conversations and would honestly mean the world to me Connect with me – Find me on LinkedIn or visit wheresyourcustomer.com for more customer experience insights and resources. Share this with someone who needs it – If someone in your network is wrestling with customer service challenges, please share this episode with them
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 like delivery times, stock availability, returns, and customer service performance. Some also listen to staff through employee feedback, such as what frontline colleagues see and deal with every day. But there's another type of insight that is now readily available: behavioural data. This is simply data about what customers actually do, not what they say. For example: what they click on, what they search for, what they abandon in their basket, what they buy, and how often they come back. In many retail businesses, this kind of data sits with the digital or marketing team, and is mostly used to improve campaigns or user experience. It doesn't always make it into broader customer insight work. In this episode, we look at how customer insight has moved from mainly asking people questions to also watching patterns in real behaviour. We explore what you can see when you combine the two and what it takes to get teams to look at the same evidence, rather than working separately. What this episode covers: What the VOC, VOE, VOP framework asks, and what it can't see The behavioural footprint: what customers leave behind, and why it's now accessible to mid-market retailers The gap between executive confidence and customer reality and how behavioural data makes it visible Why Aldi's model complicates the insight engine argument and what that tells us Thanks for Listening! Did anything resonate with you from today's conversation? I'd love to know whether customer listening and watching are brought into the same conversation in your organisation, or whether they're still managed separately. Get the full show notes with all frameworks and resources mentioned at https://wheresyourcustomer.com/34 Never miss an episode – Subscribe to Where's Your Customer? on Apple Podcasts , Spotify , or wherever you get your podcasts Found this valuable? Please leave a review, it helps other retail professionals discover these conversations and would honestly mean the world to me Connect with me – Find me on LinkedIn or visit wheresyourcustomer.com for more customer service insights and resources. Share this with someone who needs it – If someone in your network is wrestling with customer service challenges, please share this episode with them
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 actively bringing their perspective into the room takes something that most CX role descriptions don't mention. This episode explores where that something actually comes from. This episode covers: Why specific, first-hand customer knowledge builds confidence to speak in a way that dashboard data doesn't What the Rotageek Talking Shop 2026 report reveals about customer insight failing to travel in retail organisations The role of self-belief and why knowing the customer and trusting yourself to say so are two different skills How sponsorship from a senior colleague can shift the internal calculation CX professionals make before speaking up Thanks for Listening! Did anything resonate with you from today's conversation? I'd love to know, especially if you've found something that's helped you bring the customer's voice into a conversation where it was missing. Get the full show notes with all frameworks and resources mentioned at https://wheresyourcustomer.com/33 Never miss an episode – Subscribe to Where's Your Customer? on Apple Podcasts , Spotify , or wherever you get your podcasts Found this valuable? Please leave a review, it helps other retail professionals discover these conversations and would honestly mean the world to me Connect with me – Find me on LinkedIn or visit wheresyourcustomer.com for more customer service insights and resources. Share this with someone who needs it – If someone in your network is wrestling with customer service challenges, please share this episode with them
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 changed shopping routines. The cost-of-living shift has changed how spending feels, not just what people can afford. And the research behind describing who the customer is today isn't always budgeted for now. This episode explores why understanding retail customers is harder than it looks and why the gap between what a business thinks it knows and what is actually true tends to open gradually, without you noticing. What this episode covers: Why customer profiles drift out of date and what makes it so easy to miss How staff turnover erodes the context and reasoning behind customer research, not just the people who did it Why satisfaction scores can end up replacing a genuine picture of the customer What frontline teams know that almost never makes it back to the centre Thanks for Listening! Get the full show notes with all frameworks and resources mentioned at https://wheresyourcustomer.com/10 Never miss an episode – Subscribe to Where's Your Customer? on Apple Podcasts , Spotify , or wherever you get your podcasts Found this valuable? Please leave a review, it helps other retail professionals discover these conversations and would honestly mean the world to me Connect with me – Find me on LinkedIn or visit wheresyourcustomer.com for more customer service insights and resources. Share this with someone who needs it – If someone in your network is wrestling with customer service challenges, please share this episode with them
Most of the conversation about AI in retail is happening between retailers. What customers are actually saying when they hit an automated channel that can't resolve their problem, or notice that a recommendation feels less like service and more like surveillance, is quite different. This episode looks at the specific line UK customers are drawing around AI and customer experience in retail, why that line is being crossed more often than retailers realise, and what it means for how CX teams manage insights alongside AI tools. This episode covers: What YouGov and Mintel research shows about where UK customers actually trust AI and where they don't Why vulnerable customers are being failed by automated service channels, and why it's a design problem, not a technology one What AI insight tools are doing to the rhythm of qualitative customer research, and what gets lost in the shift How Bill Stinnett's Think Like Your Customer reframes the risk: AI always works from the past, thinking like your customer is a present-tense act Thanks for Listening! Did anything resonate with you from today's conversation? I'd love to know, particularly whether you're seeing the gap between what AI tells you about your customers and what you know from actually watching them. Here's the link to episode 20, which examines whether surveys are still effective in Voice of the Customer programmes. And a link to episode 29, which looks at how inights get generated and why that matters as much as what you do with it. Get the full show notes with all frameworks and resources mentioned at https://wheresyourcustomer.com/31 Never miss an episode – Subscribe to Where's Your Customer? on Apple Podcasts , Spotify , or wherever you get your podcasts Found this valuable? Please leave a review, it helps other retail professionals discover these conversations and would honestly mean the world to me Connect with me – Find me on LinkedIn or visit wheresyourcustomer.com for more customer service insights and resources. Share this with someone who needs it – If someone in your network is wrestling with customer service challenges, please share this episode with them
Your customers are still visiting. Still swiping the loyalty card. Still appearing as retained in your data. But retail customer spending habits have changed and the spend that matters most is redistributing to competitors without you noticing. This episode explores why standard retention data creates a specific kind of false confidence, and what the fragmentation pattern actually looks like in practice. What this episode covers: What loyalty schemes can and can't tell you about the share of wallet retail teams actually hold Why some fragmentation, particularly values-driven spend like resale, is structural, not fixable through better CRM or loyalty tactics What a small number of retailers appear to do differently to hold onto the spend that matters Thanks for Listening! Did anything resonate with you from today's conversation? I'd particularly love to hear whether you recognise the gap between what your retention data shows and what you suspect is actually happening in your customers' wallets. Get the full show notes with all frameworks and resources mentioned at https://wheresyourcustomer.com/30 Never miss an episode – Subscribe to Where's Your Customer? on Apple Podcasts , Spotify , or wherever you get your podcasts Found this valuable? Please leave a review, it helps other retail professionals discover these conversations and would honestly mean the world to me Connect with me – Find me on LinkedIn or visit wheresyourcustomer.com for more customer service insights and resources. Share this with someone who needs it – If someone in your network is wrestling with customer experience challenges, please share this episode with them.
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 retail is the skill that closes that gap. Learn how to turn insight into something a room full of operational, commercial and digital priorities can actually act on. This episode covers: Why NPS numbers organisations trust most may be telling an incomplete story, and what sentiment analysis of written customer comments reveals about the gap The six questions that structure both listening to customers and telling their story in a way that lands How the same customer illuminates different stakes for different audiences and why that matters for how you tell the story The three ways storytelling could go wrong internally, and the simple guardrails to prevent them Thanks for Listening! Did anything resonate with you from today's conversation? I'd love to know — particularly whether trying the six questions changes what happens when you bring customer evidence into a room. Thanks for Listening! 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. Get the full show notes with all frameworks and resources mentioned at https://wheresyourcustomer.com/29 Never miss an episode – Subscribe to Where's Your Customer? on Apple Podcasts , Spotify , or wherever you get your podcasts Found this valuable? Please leave a review, it helps other retail professionals discover these conversations and would honestly mean the world to me Connect with me – Find me on LinkedIn or visit wheresyourcustomer.com for more customer service insights and resources. Share this with someone who needs it – If someone in your network is wrestling with customer service challenges, please share this episode with them
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' statistic almost ends up in a deck, and what it actually takes to know which outputs are reliable (rather than just hoping they are). What this episode covers: Automation bias and why the risk arrives after practitioners feel comfortable with a tool The two types of task AI handles very differently: working with material you've provided versus generating from its own training data, and how the output looks identical either way What the ICO says about customer data in AI tools and what changes under the Data (Use and Access) Act 2025 Three questions to ask before opening the tool, with examples from M&S and John Lewis Partnership on how responsible AI deployment looks at scale Thanks for Listening! Did anything resonate with you from today's conversation? I'd love to know whether the three questions landed for you and whether any of this shifted how you're thinking about what you put your name on. Here's the link to the ICO Data (Use and Access) Act 2025. Get the full show notes with all frameworks and resources mentioned at https://wheresyourcustomer.com/28 Never miss an episode – Subscribe to Where's Your Customer? on Apple Podcasts , Spotify , or wherever you get your podcasts Found this valuable? Please leave a review, it helps other retail professionals discover these conversations and would honestly mean the world to me Connect with me – Find me on LinkedIn or visit wheresyourcustomer.com for more customer service insights and resources. Share this with someone who needs it – If someone in your network is wrestling with customer service challenges, please share this episode with them
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 bring their own habits and ways of working to these tools. But those habits will underdeliver. A different approach is needed. This episode covers: Why 89% of retail staff have never had formal AI coaching and the self-taught habits that leaves behind The Jagged Frontier: why AI's unpredictable capability profile causes people to retreat to low-value use cases What a well-constructed prompt actually contains, with a before-and-after from a real CX scenario Why customer experience professionals already have the core skills to prompt well Thanks for Listening! Did anything resonate from today? I'd love to know whether the prompting reframe felt like a reset for you, and if you try the before-and-after approach with something you're working on this week. Get the full show notes with all frameworks and resources mentioned at https://wheresyourcustomer.com/27 Never miss an episode – Subscribe to Where's Your Customer? on Apple Podcasts , Spotify , or wherever you get your podcasts Found this valuable? Please leave a review, it helps other retail professionals discover these conversations and would honestly mean the world to me Connect with me – Find me on LinkedIn or visit wheresyourcustomer.com for more customer service insights and resources. Share this with someone who needs it – If someone in your network is wrestling with customer experience challenges, especially learning how to use AI tools, please share this episode with them.
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 frequent, the basket shifts toward functional purchases, and the higher-value choices the customer used to make start appearing elsewhere. By the time the data flags anything, the drift is already well underway. This episode covers: The "quiet quitting" pattern in retail and what research reveals about the gap between stated brand love and actual switching behaviour How wallet redistribution works, and why no single retailer can see the full picture of where the spend has gone The fundamental perception problem with most loyalty schemes and what Pets at Home's VIP Club does differently Why NPS and transaction data are structurally unable to detect identity drift, and what the Waterstones recovery suggests about addressing the actual cause Thanks for Listening! Did anything resonate with you from today's conversation? I'd love to know whether you're seeing signs of this kind of silent drift in your own organisation and whether the data is giving you the full picture. Get the full show notes with all frameworks and resources mentioned at https://wheresyourcustomer.com/26 Never miss an episode – Subscribe to Where's Your Customer? on Apple Podcasts , Spotify , or wherever you get your podcasts Found this valuable? Please leave a review, it helps other retail professionals discover these conversations and would honestly mean the world to me Connect with me – Find me on LinkedIn or visit wheresyourcustomer.com for more customer service insights and resources. Share this with someone who needs it – If someone in your network is wrestling with customer service challenges, please share this episode with them
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