Where's Your Customer?

2| The Customer Insights Sitting Right Under Your Nose

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Description

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 transformative.

What You'll Learn

Five Practical Customer Insight Strategies:
  1. Listen Smarter to Feedback - Why your frontline team holds the most valuable customer insights in your business
  2. Run Shopper Safaris - Experience your customer journey firsthand from Google search to checkout
  3. Mine Reviews for Truth - Turn unfiltered customer feedback into actionable improvements
  4. Use Search as Your Secret Listening Tool - Discover what customers want before they tell you
  5. Track Silent Signals - Read customer behaviour data to identify hidden friction points

Featured Success Stories

  • Tesco Club Card: How data-driven loyalty helped overtake Sainsbury's as market leader
  • Space NK: Doubling turnover with hyper-local customer insights
  • AO: Transforming Trustpilot scores through systematic review analysis
  • B&Q: Converting 53 stores into "Digi Hubs" based on customer behaviour data

Key Takeaways

✅ Your shop floor teams know customers better than any dashboard
✅ Basket abandonment averages 70% - but the reasons are fixable
✅ If three customers complain about something, hundreds thought it
✅ Search keywords reveal unfiltered customer intent
✅ The person who brings insights often earns the most influence

Quick Implementation Tips

  • Start a 15-minute weekly "story time" huddle with frontline teams
  • Create a "Three Things We Heard" customer feedback board
  • Try shopping your own store like a real customer would
  • Use Google autofill and Answer the Public for keyword research
  • Fix one customer friction point at a time and measure the impact
Ready to transform your customer understanding? Pick one strategy to try this week and see how curiosity turns into credibility.
Shownotes: wheresyourcustomer.com/2
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