Undercover Customer

Why do some retailers and banks thrive while others struggle to keep up? At Undercover Customer , we tackle the industry's biggest problem today: understanding the real customer experience. We reveal the hidden factors that impact customer satisfaction, loyalty, and growth through in-depth mystery shopping insights and expert analysis. Join us as we explore the untold stories behind the data, uncovering what truly drives success in retail and banking. Whether you’re a retail leader looking to stay ahead or a curious listener eager to learn more, this podcast offers a fresh perspective on the strategies that make or break a business. Tune in for episodes filled with surprising discoveries, practical takeaways, and the intelligence you need to outperform the competition. Undercover Customer - Your go-to podcast for uncovering the hidden truths in retail and banking through the lens of mystery shopping.

Undercover Customer is a business podcast hosted by Steve Worthy, with 6 episodes on record and a Required Pod Score of 80. PitchCentric scores this show on Booking Probability, Listen Score, and live audience signals refreshed every 24 hours.

Steve Worthy hosts Undercover Customer, a business show with 6 episodes published.

Our AI reads these to draft pitches. Use them as grounding for a pitch that cites a real guest and a specific topic.

• 

  Undercover Customer

  Do Your Employees Feel Safe at Work?

  May 27, 202633 minS0

  <p>The core question of the episode is simple:</p><p><b>Would you be comfortable with someone you love working in this store?</b></p><p>Because safety is not just a policy. It is a leadership responsibility.</p><p>In this episode of <b>The Undercover Customer</b>, Steve Worthy sits down with <b>Dean Correa</b>, an experienced retail safety and corporate security leader with a background at Gap, Starbucks, and Walmart.</p><p>Dean brings more than two decades of operations and corporate security experience to this conversation, including leading safety and security teams across Canada...

  ListenShow Notes
• 

  Undercover Customer

  Do Your Employees Feel Safe at Work?

  May 27, 202633 min

  The core question of the episode is simple: Would you be comfortable with someone you love working in this store? Because safety is not just a policy. It is a leadership responsibility. In this episode of The Undercover Customer , Steve Worthy sits down with Dean Correa , an experienced retail safety and corporate security leader with a background at Gap, Starbucks, and Walmart. Dean brings more than two decades of operations and corporate security experience to this conversation, including leading safety and security teams across Canada and Latin America. Today, he works as an independent security consultant, helping companies build stronger safety practices, protect their teams, and create environments where people can come to work and go home safely. This episode goes well beyond traditional loss prevention. Steve and Dean talk about the connection between safety, customer experience, employee engagement, leadership, and store operations. Dean explains why the safest stores are often the most engaged stores, why safety conversations should be part of every huddle, and why leaders need to stop treating theft, threats, and workplace violence as isolated incidents. They also discuss how leaders can walk a store through a safety lens, why customer service is one of the strongest deterrents to theft and violence, and how mystery shopping can reveal safety and security gaps that internal teams may no longer see.

  ListenShow Notes
• 

  Undercover Customer

  How Does It Feel to Be Your Customer?

  May 13, 202643 minS0

  <p>The central question of the episode is simple:</p><p><b>How does it feel to be your customer?</b></p><p>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.</p><p><b>Audra Lamoon</b>, 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.</p><p>Audra shares a powerful story about a distressed mixed-use...

  ListenShow Notes
• 

  Undercover Customer

  Innovation Is Not What You Think!

  Dec 16, 202550 minS0

  <p>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.<br/><br/>Redefining Innovation – Why innovation is not about AI, robots, or shiny tech, but about solving real problems customers actually have.<br/><br/>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.<br/><br/>Human Intelligence and Mystery Shopping – How real customer observation reveals what data alone can’t tell you.<br...

  ListenShow Notes
• 

  Undercover Customer

  We Forgot How to Treat Customers

  Dec 2, 202540 minS0

  <p>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.</p><p>Here’s why I wanted this conversation.</p><p>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...

  ListenShow Notes

Recent guests on Undercover Customer. Study who booked and why before you pitch.

Based on semantic analysis of episode topics and host coverage, this show is a strong guest fit for executives in:

Industry fit is computed by PitchCentric using vector embeddings of the show's episode catalog.