Hello and welcome to this weeks episode of The Australian Small Business Show.

Today we are joined by returning guest Amey Lee from Heart Content.

With years of experience helping brands bring together story, strategy, and content, Amey shows business owners how to increase their impact, streamline their marketing, amplify their message and attract their tribe by harnessing the power of brand story.

Her career in brand and marketing spans more than 20 years and includes clients such as Fernwood Fitness, Guild Insurance, Atherton and a role at the BBC where she helped deliver a learning campaign and broke a world record in the process.

Amey’s creative brain can turn out winning ideas and brilliant copy, whilst her strategic half is an expert in finding your difference, establishing your value, identifying your audience and translating these ideas into tangible goals that help to grow your business.

In this episode we dive deep into the power of brand story strategy and why it matters so much for small and medium sized businesses. We unpack the common misconceptions around brand story, and explore why it is so much more than just your ‘About’ page or a few social media posts.

We discuss how every touch point in your business contributes to your brand story, from your marketing and messaging to your onboarding, customer service and even the decisions you make about which opportunities to say yes or no to.

We also explore the difference between traditional brand strategy and brand story strategy, and why putting your customer at the centre of your brand is the real game changer. In this episode we break down the six key elements of brand story strategy including vision, mission, values, differentiators, tribe and personality, and we talk about how these pillars can become a practical decision making tool in your business. Whether you are assessing referral partnerships, marketing opportunities or new product ideas, having clarity in your brand story can save you time, money and a whole lot of misalignment.

Importantly, we chat about why brand story is not something you just set and forget. We discuss when to revisit it, how it supports retention and advocacy, and why it can help you attract the right clients while repelling the wrong ones. If you have ever felt stuck, out of alignment or unsure about your next move in business, this conversation will give you a framework to bring everything back into focus and create a brand your customers genuinely feel part of.

If you would like to learn more about Amey’s Brand Story Strategy Workshop, be sure to check out the details and join the waitlist for the next intake. You can do that here: https://www.heartcontent.com.au/bssw

If you’d like to contact Amey you can reach her:

At her website: https://www.heartcontent.com.au/

On LinkedIn: https://www.linkedin.com/in/ameylee/

On Instagram: @heartcontentau

On Facebook: https://www.facebook.com/heartcontentau

Connect with Us:

If you're an Australian Small Business Owner, we'd love to connect with you on socials. You can give our Facebook Page a like here: https://www.facebook.com/theaustraliansmallbusinessshow

Or follow us on Instagram here: https://www.instagram.com/aussmallbizshow/

We’d love to hear from you!

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Hello and welcome to this weeks episode of The Australian Small Business Show.

In this episode we’re diving into the customer journey and why it’s time for small business owners to refresh and rethink how we attract, convert and retain customers in 2026. We unpack the difference between the buyer’s journey and the customer experience journey, and why both deserve intentional planning rather than being left to chance.

From awareness right through to advocacy, we explore how we can be more strategic instead of simply chasing new leads and hoping for the best.

We talk about how the role of websites is changing, how AI is influencing buyer behaviour, and why trust is becoming more important than ever. With shorter attention spans and more noise in the market, we discuss how to create a seamless, low friction experience that helps customers move from consideration to decision quickly. We also share a real life example of how something as simple as an easy payment process or a well placed QR code for reviews can make a huge difference in the overall journey.

Importantly, we explore the often overlooked parts of the journey including repeat business, referrals, reviews and even offboarding customers well. We discuss why systems are critical if you want to consistently nurture relationships, encourage advocacy and handle feedback, both positive and negative, with confidence. If you have not reviewed your customer journey recently, this episode will prompt you to step back and look at the full picture from first touchpoint to long term loyalty.

Connect with Us: If you're an Australian Small Business Owner, we'd love to connect with you on socials. You can give our Facebook Page a like here: https://www.facebook.com/theaustraliansmallbusinessshow

Or follow us on Instagram here: https://www.instagram.com/aussmallbizshow/

We’d love to hear from you! Subscribe to The Australian Small Business Show newsletter by visiting our website here: https://www.theaustraliansmallbusinessshow.com.au/

Disclaimer: The information shared on The Australian Small Business Show is general in nature and does not constitute professional advice, legal or otherwise. We recommend consulting with your advisors on your specific circumstances.

Hello and welcome to this week's episode of The Australian Small Business Show.

In this episode, Matt and Kristy-Lee are joined by returning guest Val from Viya Technology to explore a very timely topic for small business owners, how to automate your business without losing the human touch. With AI and automation tools becoming more accessible than ever, many business owners are keen to improve efficiency but are equally concerned about how technology might impact customer experience, relationships and trust.

Val shares practical insights into finding the right balance between automation and human interaction. The conversation unpacks how to identify which parts of your customer journey are suitable for automation, and which areas should remain human-led to preserve value and connection. Using relatable examples, Val explains why understanding your ideal client and their expectations is critical before implementing any new technology.

Matt and Kristy-Lee also share real-world experiences from their own businesses, discussing onboarding, client communication and content creation. They talk candidly about where automation has worked well, where it has not, and why transparency and feedback are essential when introducing AI or automated processes into your business.

This episode is a must-listen for small business owners who want to leverage automation and AI thoughtfully, improve efficiency, and still deliver a genuine, human experience for clients, customers and teams.

Connect with Us:

If you're an Australian Small Business Owner, we'd love to connect with you on socials. You can give our Facebook Page a like here: https://www.facebook.com/theaustraliansmallbusinessshow

Or follow us on Instagram here: https://www.instagram.com/aussmallbizshow/

We’d love to hear from you!

Subscribe to The Australian Small Business Show newsletter by visiting our website here: https://www.theaustraliansmallbusinessshow.com.au/

1. Disclaimer: The information shared on The Australian Small Business Show is general in nature and does not constitute professional advice, legal or otherwise. We recommend consulting with your advisors on your specific circumstances.