There's a consistent two-point gap in the UK Customer Satisfaction Index between how customers in the North of England and Scotland rate their retail experiences and how customers in London rate theirs. It appears every year.

In this episode, I look at what's actually driving that regional customer experience gap and why the usual explanation (regional warmth, a friendlier culture up North) is incomplete.

If the gap is about culture, there's nothing you can do with it operationally. But if it's about team tenure, footfall density, and the expectation customers arrive with before you've done anything, then there are levers we can work with.

I also look at what the Amazon Fresh experiment tells us about the limits of frictionless retail, and why the Manchester in:Five format has survived so far. 

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/21

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