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/

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