Customer Connect: A Customer Experience Podcast for Small Business Owners

We’ve reached 100 episodes, and it feels like the perfect time to refine the focus of the Retail Success Series. 

In this episode, I’m sharing why customer experience is the one thing competitors can’t copy, how it drives repeat business, and why every marketing decision should tie back to it. 

I’ll also give you a first look at my new Retail Experience course, created to help you turn great customer experience into profit. And as a ...

In this 99th episode of the Retail Success Series, I'm sharing five of my favourite episodes so far — and why I think they’re worth revisiting.

This is a curated list of episodes packed with practical conversations, useful marketing advice, and simple shifts in thinking that can make a real impact on your retail business.

You’ll hear:

• The episode that’s had the most downloads
• Why customer experience still matters most
• Marketing...

As business owners, we often get caught up in the day‑to‑day — marketing, buying, admin — and forget what it feels like to be on the other side of the counter. In this short KISS (Keep It Simple Series) episode, I’m asking you to put yourself back in the role of a customer and use those experiences to improve your own business.

You’ll reflect on the retailers you love buying from and pinpoint exactly what keeps you coming back — whe...

In this episode of The Retail Success Series, we’re joined by Sally Oulton, a multi-brand retail entrepreneur and founder of Coastal Vintage, Coast Imports, and SallyO.co. From humble beginnings selling vintage pieces out of her garage to running three thriving businesses including Bali sourcing tours for interior lovers—Sally shares her incredible journey of scaling with purpose.

We dive into:

• How she built a retail brand from j...

Independent retailers often feel overwhelmed by social media—but it doesn’t have to be so hard. In this episode of the Retail Success Series, Nicole shares key takeaways from her longer conversation with social media specialist Catherine Russo (originally aired in episode 95), offering easy, low-stress ways to stay visible on Instagram.

From removing the pressure of the “perfect feed” to making it easier to outsource or get help wit...

Struggling to keep up with social media in 2025? You’re not alone. In this episode of The Retail Success Series, I chat with Catherine Russo, founder of Hashtag & Co, about how time-poor business owners can finally show up online with confidence and without the overwhelm.

You’ll learn how to simplify your social media marketing strategy, the real reason Instagram Reels outperform posts, and why hashtags no longer work. Catherine...

Uber has just launched in-store pickup in Australia, which has been available to overseas markets for a little while.  It’s a move that could benefit independent retailers more than you think.

In this episode of the Retail Success Series, I explain how Uber’s new service works, what you need to do to support it in-store or online, and why this could be a smart way to offer express delivery without the overheads.

We cover:
- How t...

In this episode of the Retail Success Series, I’m diving into one of the most powerful and underrated tools for growing your business: personalisation.

I’m not talking about anything overly technical or hard to manage. Whether you’re just starting out with a notepad or you’re ready to explore simple automations, I’ll walk you through practical strategies that work at every level.

I’ll share:

• Why personalisation creates loyal custo...

I was reading The Age when I came across an article about a café that rents out its space in the evenings to a taco pop-up — same location, new business model at night. And it got me thinking: could more independent retailers be using their space this creatively?

In this episode of the Retail Success Series, I'm talking through real-world, cost-cutting ideas for bricks-and-mortar store owners who are tired of watching their ren...

In this episode of The Retail Success Series, I'm looking at the most crucial moment in any customer journey: the first 10 seconds. Whether you're running an eCommerce site or a bricks-and-mortar retail store, your first impression can make or break a sale.

Discover simple, actionable website tweaks that improve your homepage engagement, boost conversions, and reduce bounce rates. Learn how to use benefit-led language, abo...

Big retailers are scaling back their free returns — and it might be the best news small businesses have heard in a while.

In this episode, Nicole breaks down the global trend away from free return policies, with data from Australia, the US, and the UK. You’ll hear why consumer expectations are shifting, and what this means for independent retailers who’ve struggled to compete with “free everything.”

She also shares five practical, cu...

Ever feel guilty stepping away from your business, even for a weekend? 

In this episode, we’re unpacking a topic most business owners rarely talk about: taking a proper holiday. Not a half-break with your laptop nearby, but real time off. 

We’ll explore why it matters, how to reframe the guilt, and share practical tips to help you prepare your business (and your mindset) for that well-earned break. Whether it’s a few weeks or a few m...

In today’s episode of the Retail Success Series, I’m sharing a real-life experience that completely shifted how I think—and feel—about customer loyalty. It all started with a broken platter, but what followed was a masterclass in what it truly means to be reachable and available as a retailer.

From clear contact options to a real human answering the phone (no endless queues or hoops to jump through), this story highlights how simple...

When you're running a small business, it's easy to rely on intuition and passion but are they enough to make the right decisions? 

In this episode, we dive into how small business owners can use market research to validate ideas, refine strategies, and avoid costly mistakes. Guest expert Alex shares practical, budget-friendly ways to gather real insights—whether you're launching a new product, planning your next seaso...

France is cracking down on ultra-fast fashion—and retailers around the world are watching closely. In this episode of the Retail Success Series, Nicole explores the bold new laws introduced in France targeting brands like Shein and Temu, and what they could mean for independent retailers here in Australia.

You’ll learn:

• What ultra-fast fashion is and how it’s reshaping the retail landscape
• The real-world impact on Aussie retailers...

If your customers don’t trust you, they won’t buy —
 no matter how beautiful your products are or how perfect your store looks.

In this episode of the Retail Success Series, we’re diving into one of the most important (and most overlooked) parts of your retail marketing strategy: building trust before the sale.

Customers today are more cautious, distracted, and overwhelmed than ever.
 To win their loyalty (and their dollars),...

Think “sitewide” means every product is on sale? So does your customer — and the ACCC.

In this episode, Nicole Keleher discusses the recent fines imposed by the ACCC on Michael Hill, MyHouse, and Hairhouse Online for misleading advertising during Black Friday sales. 

She explores what went wrong, the importance of truthful advertising, and how small retailers can ensure compliance with consumer laws during promotional events like EOF...

Loyalty Programs aren’t just for e-commerce giants. When done right, they can be a powerful tool for brick-and-mortar retailers too. In this episode, let’s explore how to turn occasional shoppers into loyal customers by designing a loyalty program that adds real value and builds genuine connection.

You’ll learn:

• Why customers really join loyalty programs
• What makes a loyalty program effective and what makes it flop
• The role of emot...

EOFY is here, and the Australian Retailers Association is predicting $10.5 billion in sales. But with online shopping tipped to drop 11% from last year, what does that mean for small retailers?

In this episode, I break down what these numbers tell us about changing consumer behaviour—and how you can position your business to take advantage of it.

We’ll talk about:

• What the EOFY sales forecast means for independent retailers
• Why in-...