Welcome to What Would They Do?, the customer experience podcast for online business owners. Every week, I answer your burning CX questions, and set you up with actionable, out-of-the-box customer experience strategies you can pull off without costly tech tools or lavish corporate marketing budgets! Join me as I explore different aspects of the customer journey, and how a remarkable customer experience can boost customer loyalty, first-time sales and your audience engagement… and so much more! Whether you’re a course creator, membership site owner or service provider, this is the customer experience podcast for online business owners who want to stand out with truly bespoke customer experiences before, during and after the purchase. We're going to touch on customer retention, email marketing, brand messaging, copywriting, pricing strategies, offer positioning, customer delight and even gamification!
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Grab the 2026 State of the Customer Report FREE right here.
Generate 10 tailored-to-you survey questions FREE right here.
Join Retention Lab🧪, the community to help you build a signature customer experience that keeps people coming back, gets them talking and grows your business without you having to start from scratch every single month. Join here!
Find out how you can get my strategic customer experience brain on your brand here.
Check out my favourite CX tools and resources here.
😍 Love the show?
Hit subscribe or follow so you never miss a new episode.
Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).
Leave a positive review to help the show get found by more small business owners just like you. To leave a review:
👉 Find What Would They Do? on Apple Podcasts
👉 Scroll to ‘Ratings & Reviews’
👉 Tap on the stars to rate the show before writing a review
Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.
7. High-ticket client experiences & how to make them remarkable
Monday, April 7, 2025 • Duration 01:40
In this episode, I answer a subscriber question about how to create a five-star client experience for high-ticket one-on-one services and VIP days.
Because as it turns out, premium clients don’t just pay for results—they invest in ease, exclusivity, and a seamless experience.
In this episode, I share strategic yet simple ways to delight high-paying clients, from a smooth onboarding process to surprise-and-delight moments that turn them into raving fans. Expect first-hand examples from within my client-serving business!
If you want to deliver on your high-ticket prices, generate ongoing referrals, and create an experience that clients can’t stop talking about, this episode will give you practical, high-impact strategies to do just that.
What we cover:
What High-Ticket Clients Actually Expect Beyond the Deliverable – Why ease, personalization, and trust are just as important as the service itself.
The Role of a Smooth Onboarding Process – How to make scheduling, contracts, and payments feel effortless from the start.
How to Personalize the Experience Without Overextending Yourself – Small, scalable ways to make clients feel seen, heard, and valued.
Surprise-and-Delight Strategies That Elevate Your Client Experience – Creative ways to exceed expectations without adding extra work.
How to Support Clients Beyond the Deliverable – Simple ways to maintain the relationship, encourage referrals, and create long-term client loyalty.
6. Evergreen sales & how to boost them with clever email automations
Monday, March 31, 2025 • Duration 01:40
In this episode, I answer a subscriber question all about using automated email marketing to sell website templates on Evergreen while still attracting clients for done-for-you services.
While many businesses rely on generic email funnels that treat all subscribers the same, I share how a behavior-driven approach can make automated emails feel personal, relevant, and convert more effectively on autopilot.
Let’s explore how trigger links, engagement tracking, and dynamic automation help guide your potential customers through a bespoke customer journey so they only receive offers when they're actually ready to buy.
If you’re looking to scale your digital shop and sell on autopilot without constant live launches, this episode is packed with actionable strategies you can apply today.
What we cover:
Why Traditional Evergreen Funnels Don’t Work – The biggest problems with generic automated email sequences and why they often fail to convert.
How Behavior-Driven Emails Create a More Personalized Experience – Why tracking subscriber actions (like email clicks, sales page visits, and abandoned carts) makes a huge difference.
How to Use Trigger Links to Automate the Right Follow-Ups – Ways to segment your audience based on their behavior and only send offers to those who are interested.
How to Re-Engage Potential Buyers Who Haven’t Purchased Yet – Strategies for handling email opens without clicks, clicks without purchases, and cart abandonment.
Using Urgency and Scarcity Without Feeling Pushy – How limited-time bonuses, real-time availability updates, and strategic follow-ups can boost conversions.
View the episode transcript
5. How to boost course sales when your live launch is slower than expected
Monday, March 24, 2025 • Duration 23:30
In this episode, I answer an anonymous listener question:
“What would you do if sales during your live course launch were slower than expected to reenergize your launch?”
If you've ever hit the dreaded mid-launch slump, this episode is for you.
I walk you through the importance of real-time, data-driven strategies to diagnose the issue, re-engage your audience, and boost conversions… all without feeling salesy.
What we cover:
Why Your Launch Sales Might Be Slower Than Expected – Common reasons behind a mid-launch slump and how to work out if it’s normal or a red flag.
Diagnosing the Problem with Data – How to use tools like heat maps, email metrics, and engagement insights to pinpoint where potential buyers are dropping off.
Re-Engaging Your Audience in the Middle of Your Launch – Creative ways to revive interest and maintain momentum when enthusiasm starts to fade.
Leveraging Social Proof to Build Trust – How to use case studies, testimonials, and live student experiences to overcome objections and increase conversions.
Personalization Strategies That Nudge Hesitant Buyers – Simple yet effective ways to make potential customers feel seen, heard, and confident in their decision to buy.
4. Profitable virtual events & how to get attendees to upgrade to the paid experience
Monday, March 17, 2025 • Duration 18:09
In this episode, I answer a question from a Copy Confidence Collective member about how to naturally encourage free event attendees to upgrade to a paid offer… without feeling pushy or salesy.
Member question: “What’s a compelling way to get the attendees of a free event to opt into the paid upgrade so it feels natural and not salesy?”
I explore effective strategies to monetize your virtual events, via tweaks to your paid upgrade positioning, making it easy to upgrade, and creating clever genuine urgency (without necessarily having to discount).
Whether you're running a virtual summit, an online challenge, or a free event with a paid VIP option, today is all about customer-first strategies to make the upgrade feel like the obvious next step without devaluing the free experience.
Ready to maximize the results for you and your attendees?
00:00 Introduction to Customer Experience Challenges
00:24 Understanding Free vs. Paid Event Dynamics
01:55 Reasons for Upgrading at Free Events
09:27 Strategies for Encouraging Upgrades
16:17 Final Thoughts on Event Structuring
What we cover:
Why People Upgrade (or Don’t) – Understanding the key motivators behind why attendees choose to pay for an upgrade.
The Biggest Mistakes to Avoid When Selling an Upgrade – Common pitfalls that make people not see the value in upgrading.
3. How to create a client magnet website experience
Sunday, March 9, 2025 • Duration 19:16
In this episode, I answer a question from web designer Jessica Haines about how to create deeper connections with website visitors through strategic customer experiences.
As it turns out, your website is more than a sales tool—it’s an opportunity to build relationships, spark delight, and guide potential clients towards working with you.
This episode is jam-packed with actionable out-of-the-box strategies to personalize your website experience, create moments of surprise and delight, and infuse personality into every page.
What we cover:
Why Your Website Should Be More Than a Sales Page – The importance of treating your website as a relationship-building tool, not just a place to list offers
The Biggest Mistakes Business Owners Make with Their Websites – Common pitfalls to avoid
Infusing Personality and Trust into Your Website Copy – How to stand out in a crowded market by making your messaging feel uniquely you.
Creative Ways to Create a Client Magnet Website Experience – Using interactive elements to make your browsers’ lives easier
2. What to do when your dream clients can't afford you?
Sunday, March 9, 2025 • Duration 16:11
In this episode, I answer a listener question about effectively marketing one-on-one coaching services when they’re the right fit, but can’t afford to work with you.
If you're a coach or service provider wondering how to sell high-ticket offers to an audience that hesitates due to pricing, this episode is for you. I share practical strategies to refine messaging, build trust, and position offers effectively—without pushing or discounting.
What we cover:
Is Price Really the Problem? – Understanding the difference between people who genuinely can’t afford your offer vs. those who don’t see the value yet.
The Power of Trust-Building Messaging – How testimonials, case studies, and success stories can do the selling for you.
Reducing Risk & Making It Easier to Say Yes – Using limited-time bonuses, flexible payment plans, and discovery calls to encourage conversions.
Aligning Offers with the Customer Journey – Why timing and nurturing matter more than a hard sell and how to use small-ticket offers as stepping stones.
How to Spot When Someone Is Ready to Buy – Identifying audience signals that show when they’re primed to invest in a one-on-one experience.
Grab the 2026 State of the Customer Report FREE right here.
Generate 10 tailored-to-you survey questions FREE right here.
1. Customer Experience and Customer Service: What’s the difference?
Sunday, March 9, 2025 • Duration 17:17
In this first episode of 'What Would They Do?', we kick things off by answering the important question: What is the difference between Customer Service and Customer Experience.
So often mixed up and misunderstood, we explore the role each plays in your customer journey as well as the bigger goals they can achieve within your online business.
What we cover:
The Power of Customer Experience – Why customer experience is more than just good service and how it directly impacts sales, brand loyalty, and long-term success.
Making Sales Feel Natural – How to create a buying journey that doesn’t feel pushy but instead builds trust and encourages customers to say “yes” effortlessly.
How Listeners Can Get Involved – Encouraging participation by inviting real questions from business owners who want practical, strategic advice tailored to their challenges.
Grab the 2026 State of the Customer Report FREE right here.
Generate 10 tailored-to-you survey questions FREE right here.
Join Retention Lab🧪, the community to help you build a signature customer experience that keeps people coming back, gets them talking and grows your business without you having to start from scratch every single month. Join here!
8. Sales page strategies & how to lead with value rather than dollars
Monday, April 14, 2025 • Duration 15:59
In this episode, I answer a listener question around how to clearly communicate the value of a high-ticket one-on-one coaching offer without assigning arbitrary price tags to individual inclusions.
We’ve all seen those sales pages that claim a $99 product contains $5,000 worth of value, which can feel misleading and damaging to your brand and offer trust. Instead of relying on inflated numbers, I share actinable, customer-first strategies to help you highlight the transformation your coaching or service offer provides and use it as your biggest selling proposition.
If you want to increase conversions without gimmicky pricing tactics, this episode will touch on clever ways to position your offer as a well-designed, results-driven solution that speaks for itself.
What we cover:
Why Assigning Dollar Values to Every Inclusion Can Undermine Trust – Why making up price tags for every feature of your offer can actually hurt conversions.
How to Reframe Value as a Transformation (Not a Price Tag) – Why it’s more effective to communicate how each inclusion contributes to the overall result.
How to Use Comparisons Instead of Arbitrary Pricing – Ways to highlight the cost of inaction, time saved, or ease gained instead of attaching made-up numbers.
How Social Proof Can Reinforce the Value of Your Offer – Using real client testimonials and success stories to showcase how different features have helped past customers.
How to Present Your Offer as a Complete Solution – Shifting away from an itemized shopping list and positioning your package as a thoughtfully designed experience
11. My exact process for designing irresistible customer experiences
Monday, May 5, 2025 • Duration 24:12
In this episode, I flip the script and answer a question I was originally asked to answer during a recent guest podcast interview:
“What’s the process you follow for creating standout customer experiences?”
There was only so much detail I could get into as during my chat with the podcast host, but this is where I walk you through my step-by-step framework for designing and improving customer journeys—whether you're launching something brand new or optimizing an existing offer.
I share how I use audience feedback, intentional design, strategic automation, and data to create customer experiences that build loyalty, spark joy, and drive repeat business—all while being manageable as a solo business owner and mum of three.
If you’ve ever wondered how to turn your customer experience into your competitive advantage, this is your behind-the-scenes look at exactly how I do that.
What we cover:
Why Customer Experience Is Your Competitive Advantage – And why it should start well before the purchase and extend long after.
The 4 Essentials of a Standout Brand Touchpoint – Every customer interaction should be valuable, relatable, actionable, and manageable.
How I Design Customer Journeys for New Offers – Including how I co-create with my audience before launching anything.
How to Optimize Existing Offers Using Data and Feedback – Real-life examples of what I added or improved in my offers based on client input.
Why Automation Doesn’t Mean Impersonal – How I create automated systems that still feel human and strategic.
View the episode transcript
Where to from here?
Grab the 2026 State of the Customer Report FREE right here.
Generate 10 tailored-to-you survey questions FREE right here.
Join Retention Lab🧪, the community to help you build a signature customer experience that keeps people coming back, gets them talking and grows your business without you having to start from scratch every single month. Join here!
Find out how you can get my strategic customer experience brain on your brand here.
Check out my favourite CX tools and resources here.
😍 Love the show?
Hit subscribe or follow so you never miss a new episode.
Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).
Leave a positive review to help the show get found by more small business owners just like you. To leave a review:
👉 Find What Would They Do? on Apple Podcasts
👉 Scroll to ‘Ratings & Reviews’
👉 Tap on the stars to rate the show before writing a review
Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.
here
.
Where to from here?
Grab the 2026 State of the Customer Report FREE right here.
Generate 10 tailored-to-you survey questions FREE right here.
Join Retention Lab🧪, the community to help you build a signature customer experience that keeps people coming back, gets them talking and grows your business without you having to start from scratch every single month. Join here!
Find out how you can get my strategic customer experience brain on your brand here.
Check out my favourite CX tools and resources here.
😍 Love the show?
Hit subscribe or follow so you never miss a new episode.
Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).
Leave a positive review to help the show get found by more small business owners just like you. To leave a review:
👉 Find What Would They Do? on Apple Podcasts
👉 Scroll to ‘Ratings & Reviews’
👉 Tap on the stars to rate the show before writing a review
Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.
Generate 10 tailored-to-you survey questions FREE right here.
Join Retention Lab🧪, the community to help you build a signature customer experience that keeps people coming back, gets them talking and grows your business without you having to start from scratch every single month. Join here!
Find out how you can get my strategic customer experience brain on your brand here.
Check out my favourite CX tools and resources here.
😍 Love the show?
Hit subscribe or follow so you never miss a new episode.
Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).
Leave a positive review to help the show get found by more small business owners just like you. To leave a review:
👉 Find What Would They Do? on Apple Podcasts
👉 Scroll to ‘Ratings & Reviews’
👉 Tap on the stars to rate the show before writing a review
Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.
How to Position Your Paid Upgrade as the Next-Level Experience – Creating a compelling reason for attendees to say yes without devaluing the free experience.
Organic, Feel-Good Sales Strategies – How to weave upgrade opportunities into your event without resorting to high-pressure tactics.
Making It Effortless to Upgrade – Practical ways to ensure attendees can upgrade in just a few clicks, right when they’re most interested.
Grab the 2026 State of the Customer Report FREE right here.
Generate 10 tailored-to-you survey questions FREE right here.
Join Retention Lab🧪, the community to help you build a signature customer experience that keeps people coming back, gets them talking and grows your business without you having to start from scratch every single month. Join here!
Find out how you can get my strategic customer experience brain on your brand here.
Check out my favourite CX tools and resources here.
😍 Love the show?
Hit subscribe or follow so you never miss a new episode.
Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).
Leave a positive review to help the show get found by more small business owners just like you. To leave a review:
👉 Find What Would They Do? on Apple Podcasts
👉 Scroll to ‘Ratings & Reviews’
👉 Tap on the stars to rate the show before writing a review
Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.
Join Retention Lab🧪, the community to help you build a signature customer experience that keeps people coming back, gets them talking and grows your business without you having to start from scratch every single month. Join here!
Find out how you can get my strategic customer experience brain on your brand here.
Check out my favourite CX tools and resources here.
😍 Love the show?
Hit subscribe or follow so you never miss a new episode.
Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).
Leave a positive review to help the show get found by more small business owners just like you. To leave a review:
👉 Find What Would They Do? on Apple Podcasts
👉 Scroll to ‘Ratings & Reviews’
👉 Tap on the stars to rate the show before writing a review
Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.
Join Retention Lab🧪, the community to help you build a signature customer experience that keeps people coming back, gets them talking and grows your business without you having to start from scratch every single month. Join here!
Find out how you can get my strategic customer experience brain on your brand here.
Check out my favourite CX tools and resources here.
😍 Love the show?
Hit subscribe or follow so you never miss a new episode.
Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).
Leave a positive review to help the show get found by more small business owners just like you. To leave a review:
👉 Find What Would They Do? on Apple Podcasts
👉 Scroll to ‘Ratings & Reviews’
👉 Tap on the stars to rate the show before writing a review
Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.
Find out how you can get my strategic customer experience brain on your brand here.
Check out my favourite CX tools and resources here.
😍 Love the show?
Hit subscribe or follow so you never miss a new episode.
Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).
Leave a positive review to help the show get found by more small business owners just like you. To leave a review:
👉 Find What Would They Do? on Apple Podcasts
👉 Scroll to ‘Ratings & Reviews’
👉 Tap on the stars to rate the show before writing a review
Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.
Grab the 2026 State of the Customer Report FREE right here.
Generate 10 tailored-to-you survey questions FREE right here.
Join Retention Lab🧪, the community to help you build a signature customer experience that keeps people coming back, gets them talking and grows your business without you having to start from scratch every single month. Join here!
Find out how you can get my strategic customer experience brain on your brand here.
Check out my favourite CX tools and resources here.
😍 Love the show?
Hit subscribe or follow so you never miss a new episode.
Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).
Leave a positive review to help the show get found by more small business owners just like you. To leave a review:
👉 Find What Would They Do? on Apple Podcasts
👉 Scroll to ‘Ratings & Reviews’
👉 Tap on the stars to rate the show before writing a review
Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.
here
.
Where to from here?
Grab the 2026 State of the Customer Report FREE right here.
Generate 10 tailored-to-you survey questions FREE right here.
Join Retention Lab🧪, the community to help you build a signature customer experience that keeps people coming back, gets them talking and grows your business without you having to start from scratch every single month. Join here!
Find out how you can get my strategic customer experience brain on your brand here.
Check out my favourite CX tools and resources here.
😍 Love the show?
Hit subscribe or follow so you never miss a new episode.
Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).
Leave a positive review to help the show get found by more small business owners just like you. To leave a review:
👉 Find What Would They Do? on Apple Podcasts
👉 Scroll to ‘Ratings & Reviews’
👉 Tap on the stars to rate the show before writing a review
Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.
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