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, loyalty, and reputation.

 

I share a personal story from my Asda checkout days that changed how I think about retail connections, I break down what customer experience really means (spoiler: it's not just good service), and I give you practical strategies you can implement immediately - regardless of your role.

✅ The shocking CX gap: Why 92% of retail customer experience efforts miss the mark

✅ What CX really means: Everything your customer thinks, feels, and does because of how you show up as a brand

✅ The 3-part framework: Functionality (25%), Accessibility (25%), Emotion (50%) - and why emotions matter most

✅ Why it's everyone's job: How every department impacts customer experience

✅ Where to start: Simple questions that transform your customer-first thinking

[02:00] The Asda story that shaped my entire career perspective

[04:00] The 80% vs 8% statistic that haunts the retail industry

[05:00] My definition of customer experience (it's bigger than you think)

[06:00] The McKinsey 3-part framework with real retail examples

[07:00] Why customer experience is everyone's responsibility

[08:00] Preview of what's coming in future episodes

Website:wheresyourcustomer.com

LinkedIn:https://www.linkedin.com/in/jo-williams-ccxp/

Next week: "Understanding Your Customers Better So You Can Start Wowing Them" - I'll dive into customer personas, insights, and practical research techniques you can use immediately.

 

 

Found this useful?

Don't let these insights get buried in your busy week. Subscribe now and get each new episode delivered straight to your podcast app. If today's episode sparked an idea or solved a problem you've been working on, I'd love it if you could leave a quick review. It would mean the world to me and it would help fellow retail professionals find customer-focused ideas, too. Thanks so much!

A quick note:

The insights and ideas I share come from research and years of working in retail teams just like yours. But every business is unique, so what works brilliantly for one retailer might need tweaking for another. Take what resonates, adapt what doesn't, and always trust your knowledge of your customers and culture.