Customer Experience: Building Trust, Consistency, And Wow Moments With Mat Unwin Retail Success Series podcast

54:13

In this inspiring episode, Nicole Keleher sits down with Rosie Wauchope, the passionate owner of Mallalieu Lifestyle — a boutique fashion and lifestyle store based in Auburn Village, Melbourne. Rosie shares her journey from corporate life to retail business ownership during Melbourne’s lockdowns, and how a spontaneous opportunity led her to purchase an existing boutique rather than build from the ground up. Together, they explore the realities of running a small retail business in Australia, the advantages of buying an established store, and how Rosie transformed Mallalieu from a hybrid café-retail space into a thriving fashion boutique with plans for events and consulting. Rosie also opens up about navigating ADHD, imposter syndrome, and staying true to your values as a business owner. Packed with real talk and practical insights, this episode is a must-listen for Australian boutique owners, retail entrepreneurs, and anyone considering a bold business pivot. Check out Mallalieu Boutique at mallalieu.com.au Instagram: @theretailmarketers Website: theretailmarketers.com YouTube Channel: youtube.com/@theretailmarketers…

Retail Success Series

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Style It, Use It: The Simple Content Series That Builds Loyalty and Boosts Sales 7:29

5 days ago7:29

7:29

If you want customers to buy, love, and keep what they buy, you need more than great products—you need to show them how to use them. In this episode of the Retail Success Series, I’m sharing one simple marketing strategy you can launch this week: the Style It, Use It content series. This approach builds customer confidence, reduces returns, and keeps them coming back for more. Whether you're camera-shy or love to go live, I’ll walk you through exactly how to create inspiring, confidence-boosting content that fits your style. Let’s dive in and get your customers loving every purchase they make from you. Instagram: @theretailmarketers Website: theretailmarketers.com YouTube Channel: youtube.com/@theretailmarketers…

Retail Success Series

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The Little Things: How Personal Service Makes a Big Impact! 15:40

8 days ago15:40

15:40

What if the most powerful retail lessons weren’t found in a store, but on a spontaneous holiday in tropical Far North Queensland? In this episode of the Retail Success Series , I’m sharing the story of a resort stay that flipped the switch from cautious consumer to raving fan—and unpacking exactly why it worked so brilliantly. From a private pool to personalised pre-arrival touches that made me feel like royalty, I’ll walk you through how this luxury experience can inspire game-changing shifts in your own retail business. Whether you’re an in-store or e-commerce retailer, you’ll come away with practical ideas on: How to make your customers feel seen with the right product details Small upsells that have a massive emotional impact Turning post-purchase communication into a relationship-builder Crafting experiences that customers can’t help but rave about Grab your favourite drink, get comfy, and let’s dive into this episode of Retail Raves , where inspiration meets real-life action for your business. 📍 Resort: Niramaya Villas & Spa, Port Douglas 🔗 www.niramaya.com.au 📧 stay@niramaya.com.au Instagram: @theretailmarketers Website: theretailmarketers.com YouTube Channel: youtube.com/@theretailmarketers…

Retail Success Series

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Brava Lingerie: The Gold Standard in Customer Experience 9:33

12 days ago9:33

9:33

For Australian retail business owners, creating an exceptional customer experience is key to long-term success—and Brava Lingerie is leading the way. Specialising in bra fittings for fuller-busted women, Brava has transformed what is often a frustrating shopping experience into one that is empowering, inclusive, and confidence-boosting. With expertly trained fitters who provide no-tape-measure fittings, personalised customer service both in-store and online, and marketing that represents real women of all shapes and sizes, Brava sets a new benchmark for retail excellence. Their ability to foster trust, loyalty, and repeat business is something every retailer should aspire to. If you’re looking to improve customer experience, boost engagement, and create a truly welcoming brand, this episode breaks down Brava’s winning strategies. Learn how personalised service, inclusivity, and a deep understanding of customer needs can elevate your Australian retail business and drive lasting success. Instagram: @theretailmarketers Website: theretailmarketers.com YouTube Channel: youtube.com/@theretailmarketers…

Retail Success Series

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Customer Experience: Building Trust, Consistency, and Wow Moments with Mat Unwin 56:46

15 days ago56:46

56:46

In this episode of the Retail Success Series, I sat with the brilliant and ever-insightful Mathew Unwin—a customer experience strategist whose journey has taken him from top-tier sales to concierge desks, robotic engineering (yes, really), and building digital-first experiences at Telstra and Deakin University. Together, they unpack: Why unmet expectations are the #1 reason relationships break down The power of setting (and meeting!) clear expectations across every customer touchpoint How small tweaks to your online experience can build—or break—trust What not to do with pop-ups and sales nudges Why understanding your ideal customer profile is the real key to scaling wow-worthy experiences The importance of testing your website like a real customer (especially after updates!) Whether you're running a retail store, an eComm brand, or scaling a service business, this episode is your go-to guide for rethinking Customer Experience not just as a department—but as your entire business. To contact Mathew Unwin - https://www.linkedin.com/in/mathew-unwin-1552392/ Instagram: @theretailmarketers Website: theretailmarketers.com YouTube Channel: youtube.com/@theretailmarketers…

Retail Success Series

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The Secret to Customer Loyalty: Lessons from Taking Shape 11:03

19 days ago11:03

11:03

What makes a retail brand truly stand out and keep customers coming back? For me, Taking Shape (TS) has been that brand for years. From their rewarding loyalty program to fast, reliable shipping and seamless in-store experiences, they’ve created a shopping journey that feels effortless and enjoyable. In this episode of the Retail Success Series , I’m sharing what makes TS so successful and what retailers can learn from them. I’ll talk about their engaging fashion parades, their easy return process (both online and in-store), and why their retail team makes such a difference. Plus, I’ll share key stats on customer retention and loyalty that prove these strategies work. If you’re in retail, whether online, in-store, or both, this episode is packed with insights to help you create an experience your customers love—and keep them coming back. So grab a cuppa, get comfy, and let’s dive in! Instagram: @theretailmarketers Website: theretailmarketers.com YouTube Channel: youtube.com/@theretailmarketers…

Retail Success Series

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Creativity Meets Strategy: Behind the Brand with inSync Design’s Iris Saar Isaacs 28:38

22 days ago28:38

28:38

This week on the Retail Success Series , I’m joined by the incredibly talented Iris Saar Isaacs – the designer and founder behind inSync Design . Iris' story is a brilliant example of how creativity and strategy can co-exist to build a business that’s not only successful but deeply fulfilling. From selling 70 brooches at a local market to becoming stocked in over 90 museums around the world, her journey is packed with lessons for creatives and retailers alike. We chat about how Iris pivoted during the pandemic from a wholesale model to a direct-to-consumer approach and the steep learning curve that came with going digital. Rather than outsourcing everything, she took control – teaching herself digital marketing, managing her SEO and Google Ads, and building an 8,000-strong database of loyal collectors. Her take on organic marketing is refreshingly real, and she shares how structure and batching help her make space for both her art and her audience. Iris also gives us a peek behind the scenes of her marketing engine – from a monthly content calendar and regular emails to ambassador programs and collaborations. Her secret? Staying deeply connected to the people who love and wear her work. She features her collectors in her socials, rewards loyalty through a points-based club, and creates content that reflects real people – not models or polished campaigns. We also dive into the challenges creatives face when it comes to wearing all the hats – maker, marketer, and manager. Iris shares how she’s built systems that support her creativity rather than squash it, and why staying organised is the real key to making it all work. Whether you’re a designer, retailer, or creative juggling the demands of a small business, this episode is packed with practical strategies and smart marketing ideas that will inspire you to take a more intentional approach to growth. - Explore her stunning pieces at insyncdesign.com.au - Follow her on Instagram @insyncdesign Connect with Iris on Linked In: https://www.linkedin.com/in/iris-saar-isaacs-17279637/ Instagram: @theretailmarketers Website: theretailmarketers.com YouTube Channel: youtube.com/@theretailmarketers…

Retail Success Series

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Retail Raves: How Evidence Skin Care Turns Customers into Raving Fans 9:03

26 days ago9:03

9:03

In this Retail Rave episode, I’m spotlighting Evidence Skin Care (ESK)—a brand that’s setting the standard for customer experience in the skincare industry. From their BS-free marketing and real customer testimonials to their rewarding loyalty program and customer-first policies, ESK is a prime example of how integrity and smart strategies drive business success. I’ll break down the key elements that make them stand out, including: The power of authenticity in branding How incentivised testimonials build trust A loyalty program that keeps customers engaged A refund policy that balances generosity with business protection Their personalised skin quiz for a seamless shopping experience And I’ll also share my personal experience with ESK and how their exceptional customer service made a real impact! Tune in for actionable insights you can apply to your own business to enhance customer loyalty and engagement. Instagram: @theretailmarketers Website: theretailmarketers.com YouTube Channel: youtube.com/@theretailmarketers…

Retail Success Series

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Mastering Facebook & Instagram Live: Connect, Engage & Sell with Confidence 13:41

29 days ago13:41

13:41

Going live on Facebook or Instagram is one of the best ways to engage with your audience, showcase your products, and boost sales in real time. But if the idea of being on camera makes you anxious, you’re not alone! Many business owners struggle with the fear of live video, but the good news is—you don’t need to be perfect to make an impact. In this episode of the Retail Success Series , I’ll walk you through why live streaming is such a valuable tool for your business, how to structure your sessions for maximum engagement, and what content to include to keep your audience interested. Plus, if you’re camera-shy, I’ll share two simple ways to go live without ever showing your face. Whether you’re a complete beginner or just looking to improve your live video strategy, this episode will give you the confidence and practical tips to make live streaming work for you. Tune in and take the first step towards building stronger connections with your customers! Instagram: @theretailmarketers Website: theretailmarketers.com YouTube Channel: youtube.com/@theretailmarketers…

Retail Success Series

1
How Your Personal Social Media Affects Your Business 8:39

5 weeks ago8:39

8:39

Have you ever thought about how much your personal social media profile impacts your business? Whether you’re oversharing, forgetting to mention your business, or posting strong opinions, your personal accounts shape how customers, suppliers, and potential partners see your brand. In this episode of the Retail Success Series , I’m breaking down: ✅ The dangers of oversharing and how to set privacy boundaries ✅ Why linking your business on your personal profiles is a must ✅ How public opinions—political or otherwise—can impact your brand’s success ✅ Real-world examples of businesses using social media to their advantage If you’re not being intentional with your personal social media, you could be missing opportunities or even damaging your business without realising it. Let’s fix that together! Tune in now for simple social media strategies to protect and grow your business—both in-store and online. Instagram: @theretailmarketers Website: theretailmarketers.com YouTube Channel: youtube.com/@theretailmarketers…

Retail Success Series

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Let’s Talk Retail Sales Strategy: Interview with Trinity Merwyn 53:01

5 weeks ago53:01

53:01

In this episode of the Retail Success Series , I’m joined by Trinity Merwyn from Bellwether, a company dedicated to helping bricks-and-mortar retailers boost sales with data-driven insights. I first came across Bellwether on Instagram and was immediately hooked by their content. Instead of just talking about analytics, they were sharing real, actionable tips to help retailers sell more effectively—and that’s exactly what we’re diving into today. Trinity breaks down the GMCU framework—Greet, Meet, Close, Upsell —a simple yet powerful approach to maximising every customer interaction. We discuss: - Why most retailers struggle with closing the sale (and how to fix it) - How to upsell without being pushy - The key sales interactions that should be non-negotiable in your store - Why having a selling strategy is just as important as getting foot traffic If you’re ready to improve your in-store conversions and maximise your revenue, this episode is a must-listen! 🔗 Learn more about Bellwether: www.askbellwether.com 📷 Connect on Instagram: @askbellwether 📌 Follow Bellwether on LinkedIn: Bellwether LinkedIn 👤 Connect with Trinity Merwyn on LinkedIn: Trinity Merwyn LinkedIn Instagram: @theretailmarketers Website: theretailmarketers.com YouTube Channel: youtube.com/@theretailmarketers…

Retail Success Series

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The Secret to High-Converting Product Pages: How to Turn Browsers into Buyers 11:54

6 weeks ago11:54

11:54

Your product pages are the heart of your online store—they can either convince customers to hit "Add to Cart" or drive them away. But are yours doing their job? In this episode, we’re diving deep into what makes a product page truly effective: How to showcase your products with high-quality images that highlight key features Provide essential details like sizing and materials Create trust-building FAQs that answer customer concerns before they even ask. We’ll also discuss why standard supplier images aren’t enough and how small tweaks—like adding lifestyle shots, size comparisons, and mobile-friendly elements—can dramatically boost your conversions. Whether you’re a small business owner juggling multiple tasks or an established brand looking to improve sales, these simple yet powerful strategies will help you transform your product pages into silent salespeople. Tune in now to start optimising your online store and watch your sales grow! Instagram: @theretailmarketers Website: theretailmarketers.com YouTube Channel: youtube.com/@theretailmarketers…

Retail Success Series

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How to Optimise Your Retail Business for Voice Search in 2 Simple Steps! 15:48

6 weeks ago15:48

15:48

"Hey Siri, where can I buy this?" More and more customers are using voice assistants to shop and find local businesses—is your retail store ready? In this episode of Retail Success Series , I’m breaking down two simple yet powerful changes you can make today to boost your voice search visibility and improve your customer experience: ✅ Adding a Frequently Asked Questions (FAQ) section to your product pages ✅ Optimising and maintaining your Google Business Profile We’ll cover why these steps matter, how to implement them easily, and real-life examples of businesses already seeing success. Plus, I’ll share why voice commerce is a game-changer for retailers and how you can stay ahead of the competition. 🎧 Tune in now and future-proof your business! #RetailSuccess #VoiceSearchSEO #EcommerceTips #SmallBusinessMarketing Instagram: @theretailmarketers Website: theretailmarketers.com YouTube Channel: youtube.com/@theretailmarketers…

Retail Success Series

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7 Essential Tips to Optimise Your Social Media Profile for More Customers 12:55

7 weeks ago12:55

12:55

Your social media profile is your digital storefront—it’s often the first impression potential customers get of your business. So, are you making it count? In this episode of Retail Success Series , I’m sharing seven key ways to optimise your social media profile to attract and retain customers. Whether you run a bricks-and-mortar store or an online business, these tips will help you refine your online presence and drive real results. We’ll cover: ✔ Choosing the right platforms for your audience ✔ Maximising engagement without spreading yourself too thin ✔ Aligning your social strategy with actual sales conversions So, grab a cuppa and tune in as we dive into simple yet powerful tweaks that can transform your social media game! Instagram: @theretailmarketers Website: theretailmarketers.com YouTube Channel: youtube.com/@theretailmarketers…

Retail Success Series

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Unlocking UGC for Retail Success: A Chat with Tegan Hawes 38:45

7 weeks ago38:45