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