Customer Connect: A Customer Experience Podcast for Small Business Owners

• The 2025 Wrap Up!

  This final episode of the year is a chance to stop, take a breath and look at what actually shaped 2025 for independent retailers and service providers. I’m sharing the patterns I saw across client work, audits and conversations—what worked, what held businesses back and the areas that consistently created momentum.We walk through the lessons worth carrying into 2026, the customer experience advantages independents must hold onto, and a real-life online shopping experience that reminded me exactly why human-led retail still wins. I’m also talking about the shift I saw this year in retailers finally allowing themselves support, and why that mindset is going to matter even more next year.To wrap up, I outline the priorities that will set you up well for January and February, so you can walk into 2026 clearer and more focused.Instagram: @theretailmarketersWebsite: theretailmarketers.comYouTube Channel: youtube.com/@theretailmarketers

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• Becoming the Leader Your Small Business Needs

  Stepping into the role of “leader” isn’t something most independent retailers plan for. It usually happens because the business grows, you hire someone, and suddenly the way you show up matters in a new way. In this conversation, Krista Williamson joins me again to talk about the parts of leadership we rarely discuss—why it feels uncomfortable, the habits that hold us back, and the skills that actually make a difference.We dig into the moments that trip business owners up: wanting to be liked, trying to avoid hard conversations, doing instead of leading, oversharing with the team, and hiring people but not really letting go. Krista also explains the difference between coaching a team member and realising you’ve simply hired the wrong fit, plus what “steady leadership” looks like on the tough days.We finish by connecting it back to customer experience—because if expectations aren’t clear for your team, the customer feels it. This episode is practical, honest, and full of examples from two retailers who learned leadership the long way.Instagram: @theretailmarketersWebsite: theretailmarketers.comYouTube Channel: youtube.com/@theretailmarketers

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• Stop Wasting Time on the Wrong Tech: What Small Businesses Really Need

  These days, small business owners have access to all the same types of tech that big brands use — but that doesn’t mean every tool is worth your time.In this episode of The Customer Connect Podcast, I’m talking about how to pick the technology that actually helps your customer experience — and how to avoid the tools that just add more work to your day.We’ll go through the tech that genuinely makes life easier for both you and your customers, what to watch out for before adding something new, and how to keep things feeling human even when you’re automating.You’ll hear some real examples of what works, what doesn’t, and a few simple ways to improve your systems without needing a big budget or a big team.And at the end, I’ll share one easy thing you can do this week to start improving the experience for your customers straight away.Instagram: @theretailmarketersWebsite: theretailmarketers.comYouTube Channel: youtube.com/@theretailmarketers

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• Quick Fixes to Prepare for Christmas Trade

  Christmas is coming fast, and for most small business owners it’s exciting — and a bit chaotic.In this episode of The Customer Connect Podcast, I’m sharing six quick fixes you can make right now to get ready for Christmas trade — three for online stores and three for those of you running bricks-and-mortar.They’re simple things that don’t take long but make a real difference to how your business runs and how your customers feel.We’ll talk about how to: • Improve your top product listings online so they actually convert • Make your checkout and customer communication clear and stress-free • Get your team organised, confident, and ready for the rush • Turn the dreaded queue into a positive part of the experience — maybe even a sales opportunityAnd at the end, I’ll share one small thing you can do this week to make your customer experience smoother before the Christmas crowds hit.Instagram: @theretailmarketersWebsite: theretailmarketers.comYouTube Channel: youtube.com/@theretailmarketers

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• Email Pop-Ups: The Right Way vs the Wrong Way

  In this episode of Customer Connect, Nicole walks through two real website pop-ups targeting email sign-ups. One brand makes it simple and wins the sale. The other adds friction and loses the customer. You’ll learn what creates a seamless experience, how to build your email list without annoying people, and why customers walk away when the sign-up process asks for too much. Perfect for independent retailers looking to increase conversions without discounting.Instagram: @theretailmarketersWebsite: theretailmarketers.comYouTube Channel: youtube.com/@theretailmarketers

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