Retail Success Series

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-...

Retail is coming home — literally. In this episode, we dive into the surprising resurgence of in-home shopping events. Once the domain of Tupperware parties, home-based retail is getting a modern makeover. We explore why today's consumers are craving connection over clicks, how savvy brands are blending experience with exclusivity, and what makes a lounge room gathering more effective than a digital campaign.

You'll l...

If you had to step away from your business tomorrow—would it survive without you? In this Retail Success Series episode from our KISS – Keep It Simple series, we're tackling a topic too many small business owners avoid: emergency planning.

From sudden illness to unexpected life events, having a simple plan in place can save you stress, protect your customer relationships, and keep things ticking along. Tune in to hear real-life...

Dan Gingiss is an international keynote speaker, customer experience coach, and author who believes that remarkable customer experiences are the best form of marketing. His latest book, Becoming the Experience Maker, has just hit the shelves—and it was an absolute joy to chat with him on the podcast.

In today’s competitive retail landscape, customer experience is your superpower. It’s the one thing your competitors can’t copy—becaus...

If your customers seem overwhelmed by options—or default to the cheapest item—this episode is for you. Nicole Keleher shares a practical, proven merchandising strategy to help shoppers choose with ease and spend with confidence.

In this episode, you’ll learn:

• How to structure your product range into three clear tiers to guide confident decisions
• Simple visual display tips that boost perceived value and encourage higher spend
• Ways t...

Want to increase your average order value without devaluing your brand? In this episode of the Retail Success Series, Nicole Keleher unpacks a powerful retail strategy built around the Hero Product Play: a clever, reward-based offer that drives conversions, increases basket size, and keeps your brand value intact.

Discover how to:

• How to create high-perceived-value promotions without blanket discounts
• Why threshold-based offers ou...

Want faster growth, higher profits, and less wasted effort in your retail business? This episode dives into one of the simplest and most powerful strategies to sharpen your buying, marketing, and results — giving more love to your bestsellers.

Nicole Keleher breaks down how the 80/20 rule (Pareto Principle) applies to retail and why your top-performing products hold the key to bigger, faster wins. 

You’ll learn how to:

• Identify yo...

In this episode, we explore how a beauty brand built during uncertain times became a masterclass in customer connection and values-driven retail. Join me, Nicole Keleher, as I unpack the story behind Holme Beauty—an independent brand that has redefined what it means to show up for your customers.

From the power of product rituals during lockdown to the evolution of online education, brand storytelling, and inclusive design, Holme Be...