26| The Silent Drift: How Customer Disengagement in Retail Hides in Plain Sight

29| Customer Storytelling in Retail: Insight That Drives Decisions

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 [https://wheresyourcustomer.com/29] Never miss an episode – Subscribe to Where's Your Customer? on Apple Podcasts [https://podcasts.apple.com/us/podcast/wheres-your-customer/id1852866660], Spotify [https://open.spotify.com/show/5dzHDfjIvFJSnWiush9Rbr?si=ed5c6ca8e5ac4e45], 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 [https://www.linkedin.com/in/jo-williams-ccxp/] or visit wheresyourcustomer.com [http://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

28| Responsible AI Use in Retail: What You're Putting Your Name On

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. [https://ico.org.uk/about-the-ico/what-we-do/legislation-we-cover/data-use-and-access-act-2025/] Get the full show notes with all frameworks and resources mentioned at https://wheresyourcustomer.com/28 [https://wheresyourcustomer.com/28] Never miss an episode – Subscribe to Where's Your Customer? on Apple Podcasts [https://podcasts.apple.com/us/podcast/wheres-your-customer/id1852866660], Spotify [https://open.spotify.com/show/5dzHDfjIvFJSnWiush9Rbr?si=ed5c6ca8e5ac4e45], 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 [https://www.linkedin.com/in/jo-williams-ccxp/] or visit wheresyourcustomer.com [http://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

27| This is the AI skills gap in retail. And it's hiding in plain sight.

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 [https://wheresyourcustomer.com/27] Never miss an episode – Subscribe to Where's Your Customer? on Apple Podcasts [https://podcasts.apple.com/us/podcast/wheres-your-customer/id1852866660], Spotify [https://open.spotify.com/show/5dzHDfjIvFJSnWiush9Rbr?si=ed5c6ca8e5ac4e45], 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 [https://www.linkedin.com/in/jo-williams-ccxp/] or visit wheresyourcustomer.com [http://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.

26| The Silent Drift: How Customer Disengagement in Retail Hides in Plain Sight

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 [https://wheresyourcustomer.com/26] Never miss an episode – Subscribe to Where's Your Customer? on Apple Podcasts [https://podcasts.apple.com/us/podcast/wheres-your-customer/id1852866660], Spotify [https://open.spotify.com/show/5dzHDfjIvFJSnWiush9Rbr?si=ed5c6ca8e5ac4e45], 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 [https://www.linkedin.com/in/jo-williams-ccxp/] or visit wheresyourcustomer.com [http://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

25| The Retail Identity Signals Your Store Is Sending

Every retail environment constantly produces identity signals through elements such as layout, lighting, staffing, technology, and pricing. Long before a customer looks at a product, they've already answered the question: is this place for me? This episode explores what produces that verdict and how most retail organisations have no one specifically responsible for asking what their store is actually saying. This episode covers: * How retail identity signals form in seconds, and the environmental psychology that explains why * What layout and lighting communicate about who a store is for, with examples from B&Q, Fenwick Newcastle, All Saints and Lush * Why the human moments (i.e. staff who see the customer) is the most powerful identity signal in physical retail * The measurable identity and pricing impact of self-checkout, and what Booths chose instead * Why crowding can signal belonging and what Primark's treasure hunt identity tells us about that * Why identity signals accumulate by default when no one in the organisation owns the question Thanks for Listening! Did anything resonate with you from today's conversation? I'd love to know your thoughts about the effect retailers can have on customer identity. Get the full show notes with all frameworks and resources mentioned at https://wheresyourcustomer.com/25 [https://wheresyourcustomer.com/25] Never miss an episode – Subscribe to Where's Your Customer? on Apple Podcasts [https://podcasts.apple.com/us/podcast/wheres-your-customer/id1852866660], Spotify [https://open.spotify.com/show/5dzHDfjIvFJSnWiush9Rbr?si=ed5c6ca8e5ac4e45], 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 [https://www.linkedin.com/in/jo-williams-ccxp/] or visit wheresyourcustomer.com [http://wheresyourcustomer.com] for more customer experience insights and resources. Share this with someone who needs it – If someone in your network works in retail and is interested in how shopping impacts your identity, please share this episode with them