Customer Connect: A Customer Experience Podcast for Small Business Owners

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Customer Connect: A Customer Experience Podcast for Small Business Owners

Nicole Keleher

101 episodes

10 hours ago

What can small business owners really learn from Disney about customer experience? In this episode of Customer Connect, I’m joined by Vance Morris — a former Disney leader turned entrepreneur — to explore how the systems and “wow” moments that make Disney famous can be used in any retail or service business. Vance shares how to create simple systems that free up your time, design moments that customers can’t help but talk about, and avoid the common service gap where most businesses believe t...

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Entrepreneurship

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What can small business owners really learn from Disney about customer experience? In this episode of Customer Connect, I’m joined by Vance Morris — a former Disney leader turned entrepreneur — to explore how the systems and “wow” moments that make Disney famous can be used in any retail or service business. Vance shares how to create simple systems that free up your time, design moments that customers can’t help but talk about, and avoid the common service gap where most businesses believe t...

Show more...

Entrepreneurship

Episodes (20/101)

Customer Connect: A Customer Experience Podcast for Small Business Owners

Scaling Retail with Purpose: Sally Oulton’s Secrets to Lasting Growth

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 just $4,000The leap from online to bricks-and-mortarBuilding a wh...

2 days ago

27 minutes

Customer Connect: A Customer Experience Podcast for Small Business Owners

Top 5 Tips for Easy Social Media Management

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 with your account, these are the practical tips retailers need t...

6 days ago

8 minutes

Customer Connect: A Customer Experience Podcast for Small Business Owners

From Social Media Stuck to Showing Up: How to Get Found in 2025

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 also shares tips on how to plan content without spreadsheets...

1 week ago

1 hour 4 minutes

Customer Connect: A Customer Experience Podcast for Small Business Owners

Offer Express Pickup Without Lifting a Finger — Thanks to Uber

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 the Uber in-store pickup process works - What you’ll need to...

1 week ago

8 minutes

Customer Connect: A Customer Experience Podcast for Small Business Owners

Personalisation That Sells: How to Make Every Customer Feel Seen

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 customers who keep coming backSimple, low-tech ways to make your cus...

2 weeks ago

17 minutes

Customer Connect: A Customer Experience Podcast for Small Business Owners

Make your Store Earn More (Without Selling More)

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 rent chew up the profits. From setting up paid pop-up spots in your s...

2 weeks ago

13 minutes

Customer Connect: A Customer Experience Podcast for Small Business Owners

In-Store or Online, The First 10 Seconds Matter

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, above-the-fold strategies, and visual storytelling to keep visitors shoppi...

3 weeks ago

16 minutes

Customer Connect: A Customer Experience Podcast for Small Business Owners

The Return of Paid Returns - What this means for Small Retailers

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, customer-friendly alternatives to blanket free returns — inclu...

3 weeks ago

8 minutes

Customer Connect: A Customer Experience Podcast for Small Business Owners

Escape Without the Guilt: Normalising Holidays for Business Owners

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 months, this one’s for you. Instagram: @theretailma...

1 month ago

10 minutes

Customer Connect: A Customer Experience Podcast for Small Business Owners

Customer Service Creates Loyal Customers

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, thoughtful service can transform a casual buyer into a loya...

1 month ago

6 minutes

Customer Connect: A Customer Experience Podcast for Small Business Owners

Market Research for Small Business: A Chat with Alex Fulton

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 season, or simply want to know what your customers actually think. Dis...

1 month ago

47 minutes

Customer Connect: A Customer Experience Podcast for Small Business Owners

Can Retailers Compete with Shein & Temu? What France’s New Law Means for Us

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 landscapeThe real-world impact on Aussie retailers, margins, and marketingA breakdown of France’s new legislation:...

1 month ago

6 minutes

Customer Connect: A Customer Experience Podcast for Small Business Owners

Is Trust the Key to Selling?

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), you need to earn their trust early. In this episode, you’...

1 month ago

12 minutes

Customer Connect: A Customer Experience Podcast for Small Business Owners

Avoid Misleading Promotions: Lessons from Recent Retailer Fines

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 EOFY sales. Nicole also highlights similar regulatio...

1 month ago

5 minutes

Customer Connect: A Customer Experience Podcast for Small Business Owners

More Than Discounts: Loyalty Strategies That Drive Real Growth

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 programsWhat makes a loyalty program effective and what makes it flopThe role of emotional connection, personalisation, and convenienceCreative rewar...

1 month ago

16 minutes

Customer Connect: A Customer Experience Podcast for Small Business Owners

Maximise EOFY Opportunities Without Discounting Everything

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 retailersWhy in-store experiences matter more than everHow to build perceived v...

1 month ago

6 minutes

Customer Connect: A Customer Experience Podcast for Small Business Owners

Retail Revival: Why Your Next Sales Event Should Be at Home

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 learn: What’s fuelling the comeback of home shopping eventsHow to create an...

1 month ago

22 minutes

Customer Connect: A Customer Experience Podcast for Small Business Owners

The Backup Plan: What Every Solo Business Owner Needs

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 lessons, smart tips, and the key areas you need to prepare—before...

2 months ago

11 minutes

Customer Connect: A Customer Experience Podcast for Small Business Owners

Turn Customer Experience Into Your Best Marketing Tool – a Retail Chat with Dan Gingiss

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—because it comes from you, your team, and the values that set your ...

2 months ago

51 minutes

Customer Connect: A Customer Experience Podcast for Small Business Owners

A Retail Merchandising Strategy That Makes Customers Buy

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 decisionsSimple visual display tips that boost perceived value and encourage higher spendWays to train your team to present options effectively without pressur...

2 months ago

14 minutes