Customers don’t stop shopping with you because your products aren’t good — they stop because something in the process makes it too hard.

In this episode, we look at friction — the small frustrations that quietly cost you sales.
It might be a slow website, unclear pricing, a checkout that takes too long, or a customer walking in and not being greeted. These are simple problems to fix once you notice them.

We’ll talk through how to spot friction in your store and online, what to do to remove it, and how small improvements can lift your sales without big costs.

We’ll also look at why connection after the sale matters — how to get customers onto your database, use email well, and make sure they keep coming back.

This is a practical, step-by-step look at what really makes customers choose you, return to you, and recommend you to others.

If you know things could run smoother but you’re not sure where to start, this episode will help you see your business through your customers’ eyes — and show you how to fix the small things that make a big difference.

👉 Need help finding and fixing friction points in your business?
Book a Retail Strategy Session at theretailmarketers.com/pages/retail-consultation

Instagram: @theretailmarketers
Website: theretailmarketers.com
YouTube Channel: youtube.com/@theretailmarketers

Standing out from the competition isn’t about louder ads or fancier packaging — it’s about building real connections with your customers. In this episode of Customer Connect, Nicole shares how she used Bonjoro, a simple video messaging tool, to create personal moments that built trust, boosted repeat sales, and delivered standout customer experiences.

This is not a sponsored episode and Nicole is not affiliated with Bonjoro. It’s simply a practical example of how personal video messages can strengthen your customer experience strategy.

You’ll hear ways to use video messages before and after a sale, in retail, service, or hospitality. From thanking first-time buyers, to following up on events, to giving after-sale support, this tool shows how small touches can turn into loyal customers and long-term growth

Instagram: @theretailmarketers
Website: theretailmarketers.com
YouTube Channel: youtube.com/@theretailmarketers

Experience Wins is all about simple but powerful customer experience ideas that any retail, hospitality, or service business can put into practice.

In this episode of the Customer Connect Podcast, Nicole shares real-life examples designed to spark ideas you can adapt in your own business.

These episodes prove that connection doesn’t need to be complicated or costly — small, thoughtful touches can strengthen loyalty, set you apart from competitors, and drive long-term growth.

Instagram: @theretailmarketers
Website: theretailmarketers.com
YouTube Channel: youtube.com/@theretailmarketers