Undercover Customer

How Does It Feel to Be Your Customer?

The central question of the episode is simple: How does it feel to be your customer? Because once you know that, you have a much better chance of improving the experience, training the right behaviors, and closing the gap between what headquarters believes is happening and what customers actually experience. Audra Lamoon, CEO and Founder of Livewire, to talk about mystery shopping, emotional customer experience, hospitality, retail, and the moments that reveal what a brand is really delivering. Audra shares a powerful story about a distressed mixed-use property where mystery shopping uncovered the real issue in just 18 hours. It wasn’t the building. It wasn’t the process. It was the lack of clear service standards, shared purpose, and intentional behavior across the people delivering the experience. This conversation goes deeper than traditional customer service talk. Steve and Audra unpack why companies often measure what happened, but miss how the customer felt. They also discuss why scripts weaken service, why frontline employees carry the brand promise, and why leaders need to experience their own business the way customers actually do.

Innovation Is Not What You Think!

In this episode of Undercover Customer, I sit down with global innovation strategist Matt Mueller to break down what innovation really means inside retail stores—and why most companies are getting it wrong. Redefining Innovation – Why innovation is not about AI, robots, or shiny tech, but about solving real problems customers actually have. The Power of Store Visits – Why corporate leaders need to get out of the boardroom and back into stores to see what’s really happening. Human Intelligence and Mystery Shopping – How real customer observation reveals what data alone can’t tell you. From Insight to Action – How to turn findings into change by storytelling, not spreadsheets. AI in Retail – Where AI can make an immediate difference, and how most companies are missing simple opportunities to use it well. Matt also shares his four-step Mindful Innovation Framework—a practical way to identify real problems, build smarter plans, execute with purpose, and turn insights into measurable action. If you’re leading a retail team, building customer experiences, or just tired of surface-level “innovation” talk, this conversation will show you how to create change that actually works. Connect with Matt: LinkedIn [https://www.linkedin.com/in/mattmuellerinnovation/] Purchase his Book: The Mindful Innovator: Learn How to Slow Down to Move Faster & More Purposefully [https://a.co/d/dPGP0Fn]

We Forgot How to Treat Customers

Today on Undercover Customer I’m talking with Michael Glazer. Michael runs one of the longest standing mystery shopping and merchandising firms in North America. He built it from scratch, one shop at a time, and now manages tens of thousands of visits across retail, banking, hospitality and automotive. Here’s why I wanted this conversation. We talk about what mystery shopping really is. Not spying. Not trying to “catch” employees. It’s about catching what’s real in the moment a customer meets your brand. Did someone acknowledge me. Did anyone help me. Did anyone care. Michael calls it catching smiles. I love that. We get into the gap between corporate intent and in-store reality. Headquarters can design the perfect seven-step experience and build a beautiful slide for the board. Then you walk into the actual store and none of it is happening. He and I talk about how wide that gap is, why it keeps happening, and how leaders should be using mystery shopping to close it instead of treating it like a report that props up a wobbly desk. We talk accountability. Culture. The role of the store manager. The fact that consistency is not accidental. Someone is following up in real time or it doesn’t stick. We also talk about where service has slipped. The bar has gotten so low that basic respect now feels exceptional. That should wake people up. Michael makes the argument that this is exactly the moment to bring pride back into running a store, a branch, or a restaurant. And we hit on something I believe in deeply. Human intelligence. You cannot fix customer experience from a spreadsheet. You fix it by being present, listening, and acting on what you see. That’s how you build loyalty. That’s how you keep it. If you run stores or branches. If you own the customer experience number. If you’re in charge of service but you’re starting to feel numb to the word “experience.” Listen to this one.

Banks Are Not Protecting You Anymore!

The State of Retail Banking 2025. Why it matters to you and why most people are not being told the full story. In this episode of Undercover Customer I sit down with Lou Harvey, CEO and founder of DALBAR, to talk about what is really happening in retail banking right now. We cover why customers still feel uneasy, why trust in banks is wearing thin, and how inflation quietly pulled money out of your returns. We also walk through what the new administration is signaling on growth, taxes, and tariffs and why that matters for anyone trying to save, invest, or just keep cash safe. Lou explains how AI is about to change financial advice for real. Not hype. We are talking about testing strategy before risking money and helping people manage lifestyle, not just selling products. That part alone is worth hearing. This conversation is part of our national study on the state of the retail banking industry, built on more than one thousand customer surveys and one thousand mystery shops inside real banks. If you lead in banking or you care about your money, you should hear this. Connect with us at compete@ciqdata.com

The Secret to Beating Your Competitors

Unlock "The Secret to Beating Your Competitors" with actionable insights from the Undercover Customer podcast! Discover how mystery shopping and human intelligence can transform your retail or banking business.  In this debut episode, Steve Worthy, Head of Growth at Competitor IQ, breaks down the importance of competitor analysis and how understanding both internal and external perspectives can give your business the edge it needs.  Learn why real-world customer experiences matter, how to uncover hidden challenges, and why balancing rates and experiences is key to success. Whether you're a retailer or banker, this episode is packed with strategies to redefine your market position and outshine your competition.  Join the conversation and gain the tools you need to make smarter, more informed decisions today! Connect with us compete@ciqdata.com