Claim OwnershipCustomer Connect: A Customer Experience Podcast for Small Business Owners
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Customers don’t just buy products — they buy experiences, connections, and the way you make them feel. The Customer Connect Podcast helps small business owners turn those moments into lasting profit.
Hosted by retail strategist Nicole Keleher, the show explores how customer experience and meaningful relationships give product and service providers their true competitive edge. Through stories, strategies, and practical examples, you’ll learn how to create connections that keep customers coming back.
And every month Nicole shares bonus episodes with seasonal business insights — tailored advice for those with peak trading periods.
Because when your customers feel connected, your business grows.
108 Episodes
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In this episode of the Customer Connect Podcast, I dive into one of the most common questions seasonal business owners face: should you add a complementary product or even launch a second business to smooth out the quieter months? On the surface it sounds logical, but in reality it can add more complexity than profit. I share my own experience of running a Christmas retail store alongside a party supply business, the pitfalls I discovered, and the key questions you need to ask before he...
Email is more than a sales tool—it’s a customer experience strategy. In this episode of the Customer Connect Podcast, Nicole Keleher shares how to stay consistent with email marketing and why segmentation turns a simple newsletter into a powerful driver of trust and sales. You’ll hear practical tips on setting up a welcome email, batching content, resending unopened campaigns, and creating targeted messages that actually get opened. If you’ve been sending emails on and off or avoiding them al...
Email isn’t just another marketing tool—it’s the most reliable way to connect with your customers. In this episode of the Customer Connect Podcast, Nicole Keleher dives into why email delivers stronger results than social media, practical incentives to grow your list, and simple ways to collect signups in-store and online. If you’ve been putting email in the “too hard” basket, this is your reminder that it’s one of the most profitable customer experience strategies you can use. Follow @there...
The busiest quarter of the year is here, and before you spend money on ads or boosted posts, it’s worth asking: is your website actually ready to convert? In this episode of the Customer Connect Podcast, I walk you through the simple website tweaks that can dramatically improve customer experience and sales. Your website is often the first impression customers get of your business. With 76% of shoppers checking online before visiting a store, even the smallest issues—like broken links, ...
In this episode of Customer Connect, I’m joined by Victoria Christofa from House2Home Moorebank, a family-run homewares store in Sydney that has built its reputation on creating memorable customer experiences. Victoria shares the story of her family’s 18-year retail journey, highlighting the store’s continued evolution and growth into a destination that attracts customers from across the country—especially during their famous Easter and Christmas displays. We talk about how House2Home has tur...
The Customer Connect Podcast now includes an extra monthly episode designed just for seasonal business operators. These episodes focus on the unique challenges of trading in short bursts and making the most of your peak periods. Seasonal operators include: Christmas shopsSki hire businessesTourism retailers, cafés, and accommodationEvent operatorsWedding providersGarden centres and nurseriesIce-cream shops, hot chocolate bars, eggnog makersNail salons and blow-dry bars during peak social seas...
Welcome to the first episode of Experience Wins, a new monthly series on the Customer Connect podcast. In each instalment, Nicole shares practical customer experience ideas drawn from real businesses across different industries. These are not abstract theories, but examples you can adapt in your own store, service, or team. The focus is on simple touches that create stronger connections, keep customers coming back, and build long-term value for your business. For simple, light bulb ideas you ...
Did you know 84% of customers say they’re more likely to shop somewhere that “feels festive” rather than one that doesn’t (NRF 2023)? Creating a Christmas display doesn’t have to be costly or complicated, yet it can make a real difference to how customers feel in your space — and how much they spend. In this episode of Customer Connect, Nicole shares practical, affordable ways to bring the festive season into your business. From fairy lights and wreaths to slimline Christmas trees, garlands, ...
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...
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 downloadsWhy customer experience still matters mostMarketing tactics to help grow your retail businessHow to define success on y...
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 — whether it’s their service, product range, ease of purchase, or ...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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