Explore every episode of the podcast What Would They Do? The Customer Experience Podcast For Online Business
| Title | Pub. Date | Duration | |
|---|---|---|---|
| What would They do? | Trailer | 13 Feb 2025 | 00:03:12 | |
Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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 | 07 Apr 2025 | 00:24:43 | |
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:
View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 6. Evergreen sales & how to boost them with clever email automations | 31 Mar 2025 | 00:17:09 | |
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:
View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 5. How to boost course sales when your live launch is slower than expected | 24 Mar 2025 | 00:25:19 | |
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:
View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 4. Profitable virtual events & how to get attendees to upgrade to the paid experience | 17 Mar 2025 | 00:19:58 | |
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:
View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 3. How to create a client magnet website experience | 09 Mar 2025 | 00:21:05 | |
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:
Learn more about Jessica Haines here. View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 2. What to do when your dream clients can't afford you? | 09 Mar 2025 | 00:17:59 | |
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:
View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 1. Customer Experience and Customer Service: What’s the difference? | 09 Mar 2025 | 00:19:05 | |
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:
View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 8. Sales page strategies & how to lead with value rather than dollars | 14 Apr 2025 | 00:17:48 | |
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:
View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 11. My exact process for designing irresistible customer experiences | 05 May 2025 | 00:26:01 | |
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:
View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 10. How to turn first-time buyers into loyal, long-term customers | 28 Apr 2025 | 00:17:04 | |
In this episode, I answer a powerful listener question: “I can't seem to get my customers to buy from me beyond that first purchase. What does it really take to turn a first-time buyer into a long-term loyal customer?” Join me as I break down the key elements of customer retention, showing that it’s not just about delivering a product or service, but about creating an emotional, memorable experience that builds trust and encourages repeat purchases. If you’re relying too heavily on attracting new leads and don’t see return customers right now, this episode will help you shift your focus to loyalty-building strategies that are simple, human, and impactful. What we cover:
View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 9. Email list segmentation & how to nurture different customer types | 21 Apr 2025 | 00:24:21 | |
In this episode, I answer a listener question about how to nurture different types of buyers—one-on-one service clients vs. digital product/course buyers—through email marketing and clever email segmentation Thankfully, having multiple offers and audiences doesn’t mean you need to make your email strategy overly complex. Instead, leverage smart segmentation and strategic nurture sequences to serve the right offer to the right person at the right time. If you want to stop sending generic emails to your whole list and start building trust, personalizing your messaging, and increasing conversions, this episode will give you the actionable strategies to refine your email marketing approach for a multitude of different offers and audiences. What we cover:
View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 16. How to make your welcome sequence custom, clickable & customer-first | 09 Jun 2025 | 00:20:12 | |
In this episode, I answer a question from Michelle Pontvert, a founding member of my membership, Retention Lab, and an expert in hosting low-lift virtual events. Michelle wants to know: "How do I make my welcome sequence feel more custom and engaging so subscribers actually look forward to hearing from me?" Using Michelle’s Event Pep Talks private podcast as a case study, I dive deep into strategic, creative ways to personalize your welcome sequence: from segmenting subscriber journeys to Netflix-style bingeability and email-triggered personalization. You can find out more about the Netflix effect in episode 13. Whether you’re a seasoned marketer or just setting up your first funnel, this episode is filled with actionable, no-fluff ways to make your subscribers feel seen from email one and keep them coming back for more.
View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 15. How to sell like a human: Authentic sales strategies with Caryn Gillen | 02 Jun 2025 | 00:23:36 | |
In this milestone first-ever guest episode, I welcome business coach for coaches, Caryn Gillen, to answer a question many business owners wrestle with: “What do you do when you love what you do, but you don’t want to sell your work?” Caryn shares her human-first, non-extractive approach to selling: one that’s authentic, empowering, and centered around helping rather than “extracting” money from your audience. If the thought of selling makes you cringe or you want to create a more relational (rather than transactional) sales process, this conversation will leave you inspired and ready to reframe how you sell. What we cover:
Connect with my guest, Caryn Gillen: Download the FREE 5 Ways to Make Coaching Your Marketing Guide here. Connect with Caryn on Instagram here. View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 14. Case Study: 9,000 Free Signups, 10% Conversions, 6 Figures, and Zero Pushy Sales with Brooke Henry | 26 May 2025 | 00:29:19 | |
In this special case study episode, I sit down with Brooke Henry, founder of BB Henry Art and a founding member of Retention Lab, to unpack the strategy behind her wildly successful free online art event: BB Bash. Brooke attracted 9,000 free sign-ups, converted 10% into the paid event upgrade, and funneled a segment of those attendees into her $400 signature course—all without aggressive sales tactics. Instead, she focused on human connection, clarity over cleverness, and a warm, inclusive experience from start to finish. You’ll hear the real numbers, real decisions, and real lessons behind Brooke’s standout online event, including how she resisted industry norms and created an event her audience loved (and was happy to pay for). What we cover:
Connect with my guest, Brooke Henry: Website: https://bbhenryart.com Email List: https://www.bbhenry.com/email Classes: https://www.bbhenrystudio.com Instagram: https://www.instagram.com/bbhenry_art/ YouTube: https://www.youtube.com/c/BBHenryArt View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 13. What the Netflix Model can teach us about customer experience and retention | 19 May 2025 | 00:26:01 | |
In this episode, I answer a timely question I’ve been exploring recently during my membership relaunch: "How does the Netflix model apply to online businesses, especially in content delivery, retention, and long-term loyalty?" Drawing inspiration from Netflix’s mind-blowing roughly 98% retention rate, I unpack how you can borrow the streaming giant’s most effective strategies and apply them to your courses, memberships, or digital products without fancy corporate-level tech! We cover everything from seamless onboarding and personalization to binge-worthy content and an ongoing evolution so you walk away with practical tips you can implement this week to keep your customers hooked and coming back for more. What we Cover: What Makes the Netflix Model So Effective – From frictionless onboarding to data-driven personalization and emotional loyalty. How to Apply Netflix Strategies to Your Online Business – Practical ways to design and evolve your content delivery and customer experience. Creating a Frictionless First Impression – Why quick wins and intuitive navigation are key to customer retention. Personalizing the Journey at Scale – Using tags, segments, and conditional content to customize the customer experience. Delivering Consistent Value Without Overwhelm – Structuring your content and features to encourage steady engagement and loyalty. View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 12. Behind the scenes: How I relaunched my membership | 12 May 2025 | 00:17:28 | |
In this behind-the-scenes episode, I share the real-life evolution of my membership, from Copy Confidence Collective to the newly relaunched Retention Lab. This isn’t just a rebrand—it’s a strategic shift rooted in member feedback, gut instinct, and engagement data. I explore why I made the change, how I involved my members in the process, and what the new structure and focus look like. If you’ve ever wondered whether it’s time to pivot an existing offer or felt drawn to evolve something that once worked—this episode is your permission slip to listen, adapt, and grow. What we cover:
View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 21. The 4 Seasons of the Customer Journey: Summer | 14 Jul 2025 | 00:13:12 | |
In this second episode of the Four Seasons of the Customer Journey mini-series, we dive into Summer, the season of engagement. From subscribing to your emails to bingeing your podcast or attending your webinars, this is when your dream clients are actively paying attention, and deciding whether you’re worth the next step. We explore practical, non-pushy strategies to build trust, spark connection, and gently guide customers toward a confident yes as a service-provider, course creator and membership site owner. What we cover: What Summer Looks Like in the Customer Journey – When your audience is no longer browsing but listening, reading, and leaning in. The Importance of Engagement Before the Sale – And why pushing too soon can backfire. Email, Content & Nurture Touchpoints That Build Confidence – Tips for service providers, course creators, and membership site owners. How to Personalize the Journey Without Overcomplicating It – Using behavior-based automation and subtle emotional signals. Real-Life Examples From My Retention Lab Launch – Including a clever strategy that turned curiosity into conversions. View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 20. The 4 Seasons of the Customer Journey: Spring | 07 Jul 2025 | 00:13:18 | |
In this episode, we kick off a 4-week mini series exploring the four seasons of the customer journey. First up is Spring: that powerful moment when a potential customer becomes aware of a problem or desire and starts looking for a solution. We explore how service providers, course creators, and membership site owners can meet potential customers right there, build trust, and gently guide them forward without pushing for the sale. This episode is your go-to for crafting clear, inviting, and customer-first brand touchpoints that turn curious browsers into long-term fans. What we cover: What “Spring” Looks Like in the Customer Journey – Awareness, curiosity, and early research before they ever click “buy.” Why Discoverability and Trust Are Everything in This Season – And how to show up when your audience doesn’t even know they need you yet. Tips for Service Providers, Course Creators and Membership Site Owners to Create a Standout First Impression View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 19. Turn free PR into long-term loyalty: a step-by-step guide for small business owners | 30 Jun 2025 | 00:25:18 | |
In this guest episode, I’m joined by PR coach and visibility expert, Gloria Chou, to unpack how small business owners can leverage media features to build short-term visibility as well as long-term brand loyalty—without big budgets, agencies, or insider connections. Gloria shares her signature CPR Pitching Framework, powerful free tools to find the right journalists, and mindset shifts that help you feel worthy of showing up in the media. Whether you’re brand new to pitching or ready to expand your visibility strategy beyond social media, this episode is your permission slip to get featured, and get remembered. What we cover:
Connect with Gloria Chou: FREE Masterclass: https://www.gloriachoupr.com/masterclass Website: https://www.gloriachoupr.com Instagram: https://instagram.com/gloriachoupr (DM Nadine for an extra freebie) LinkedIn: https://www.linkedin.com/in/gloriaychou Youtube: https://www.youtube.com/@smallbusinesspr View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 18. How to increase membership engagement without creating more content | 23 Jun 2025 | 00:16:43 | |
In this episode, I answer a question from Caryn Gillen, business coach for coaches and my guest from episode 15, who recently launched a membership and wants to know: “How do I keep members engaged and using the content that’s always available to them?” It’s a common challenge: we create valuable membership libraries, but members forget what’s inside or never get around to exploring it. In this episode, I share practical, low-effort strategies to help you bring existing content back into the spotlight without adding more to your plate. This episode is a goldmine for membership owners who want to reduce churn, increase member satisfaction, and make the most of what they’ve already created.
View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 17. How to build customer loyalty between sales without constant promotions | 16 Jun 2025 | 00:15:33 | |
In this episode, I answers an anonymous listener question that hits at the heart of customer retention: “How do I keep my customers engaged between purchases?” While most businesses chase new leads and visibility, I break down why your existing customers are your most valuable asset, and how staying connected between purchases builds trust, loyalty, and repeat business. You’ll learn actionable ways to show up consistently, support your customers post-purchase, and create a brand experience that keeps them coming back (not because they’re being sold to, but because they feel seen, supported, and valued).
View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 24. Scaling student support with CustomGPTs (without sacrificing the experience) with Kirsty Fanton & Ami Williamson | 04 Aug 2025 | 00:36:51 | |
In this episode, I am joined by CommsCamp founder Kirsty Fanton and her behind-the-scenes tech partner Ami Williamson to unpack how they built CommsBot, a custom GPT designed to give students real-time, tailored support inside a group coaching program. It’s an answer to a question by my guest expert in episode 19, PR and visibility expert Gloria Chou: “With so many coaches adding custom GPTs to their group programs, how do you balance the benefit of getting your student better results with the risk of making the experience more impersonal?” Together, we explore how to make AI work for your customer experience, without making it feel robotic or like a shortcut. From ethical considerations to feature planning and student testing, this episode walks through the full behind-the-scenes of a thoughtful, human-first approach to integrating AI into your program or membership. What we cover:
Connect with my guests: Kirsty is an ex-psychotherapist, ex-copywriter, and ex-pert communicator who helps online business owners hear and get heard when it matters most - in their emails, on their socials, with their clients, with their teams, and on podcasts like this one. Website: https://www.kirstyfanton.com CommsCamp: https://www.kirstyfanton.com/commscamp Ami is the AI-obsessed copywriter behind Damn Write — where she helps fellow chaotic creatives turn their “too much” or “too weird” into a brand, a bot + a biz that feels like a revelation. And when she’s not conjuring up Brand Bibles and sales copy, she’s deep in the AI underworld: building custom GPT bots for course creators who wanna scale without selling their souls. Website: https://www.damnwrite.com.au/ Ami's Custom AI Course Bot Service: https://www.damnwrite.com.au/ai-course-bots View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 23. The 4 Seasons of the Customer Journey: Winter | 28 Jul 2025 | 00:14:04 | |
In the final episode of the Four Seasons of the Customer Journey mini-series, we explore the most overlooked and most powerful phase of the customer journey: Winter, the season of loyalty and long-term retention. This episode is a must-listen for service providers, course creators, and membership owners who want to go beyond making the sale and build lasting customer relationships that result in repeat business, referrals, and a thriving community. Let’s break down what to do after the purchase is made, how to deliver meaningful moments that feel like a warm hug, and the specific retention strategies I’m using inside Retention Lab to wow my customers long after checkout. What we cover: Why Winter Is the Most Strategic Season in the Customer Journey – It’s not the end of the sale, it’s the beginning of brand loyalty. What Customers Are Looking for After They Buy – Signals that they made the right decision, next steps, and ongoing support. Why Loyalty Must Be Earned (and Re-Earned) – The first purchase is not the finish line. It’s the first step in a long-term relationship. Retention Tactics for Service Providers, Course Creators & Membership Hosts – Practical strategies tailored to your business model. How I Use Email, Milestones, and Surprise Rewards in my Membership – Including a clever engagement system and referral program. View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 22. The 4 Seasons of the Customer Journey: Autumn | 21 Jul 2025 | 00:11:38 | |
In part three of the Four Seasons of the Customer Journey mini-series, we dive into Autumn: the season of decision. That’s when your dream customer is asking themselves: “Can I trust this person with my money, and will this actually work for me?” This episode is packed with practical ways to support the decision-making process without pressure, fake urgency, or pushy sales tactics. Whether you’re a service provider, course creator, or membership owner, you’ll learn how to turn almost ready into absolutely yes with confidence and integrity. What we cover: What Autumn Looks Like in the Customer Journey – When potential customers weigh up their options and need clarity, not pressure. How to Support a Decision Without Selling Hard – Clarifying your offer and reducing risk so customers feel confident saying yes (or no). Smart Touch Points for Different Business Models – What to include in your service pages, sales emails, and offers to nudge hesitant buyers. How to Use Testimonials, Case Studies, and Personal Touches – From sample deliverables to private podcasts and personal video messages. Why the Goal Isn’t More Sales, but the Right Sales – Helping the right people decide, not convincing everyone. View the episode transcript here. Use Bonjoro to send personalized video messages and get 15% off the liftetime of your plan with my affiliate link. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 27. Why your website isn’t converting (and what to fix first) with Madelyn Furlong | 25 Aug 2025 | 00:24:09 | |
In this episode, we’re answering a common (and slightly painful) question: “Why isn’t my beautiful website converting?” I chat with Showit web designer and marketing strategist Madelyn Furlong to explore why a stunning design isn’t enough, and what you can do to make your website start pulling its weight. Whether you’re in the middle of a new website launch, a website refresh, or just wondering why your site visitors aren’t turning into clients, this conversation is packed with practical fixes and real-world examples to help you get results. What we cover:
00:00 Introduction to Website Effectiveness 02:33 Understanding the Role of a Website in Customer Journey 04:27 The Importance of Design and Strategy 06:32 Auditing Existing Websites for Improvement 09:02 Actionable Tweaks for Instant Conversion Boosts 11:14 Client Success Stories and Lessons Learned 13:25 Exploring AI in Marketing Strategies 21:46 Unlocking Website Potential: Essential Updates 22:13 Maximizing Engagement and Profitability Connect with Madelyn: Having a standout marketing strategy doesn’t mean you have to share a new post every day that end in -y! That’s where Madelyn comes in. She helps small businesses create ShowIt websites and engaging social media content so they can turn their leads into sales. Website: https://madelynvictoriaco.com The FREE Website Checklist: madelynvictoriaco.com/website-checklist Instagram: https://www.instagram.com/madelynvictoriaco/ View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 26. The strategic approach to exceptional virtual summit experiences with Dolly DeLong | 18 Aug 2025 | 00:43:15 | |
In this episode, I welcome Dolly DeLong, Systems and Workflow Wizard, and experienced virtual summit host, to demystify virtual summits and reveal the special touches that create outstanding attendee experiences. Dolly shares her strategic approach for the upcoming Black Friday Insider Summit, from early speaker pitching to thoughtful automations, ensuring smooth execution and attendee engagement. Swipe Dolly’s approach to clear communication, meticulous planning, and intentional nurturing of attendees and speakers alike for your first or next summit. What we cover:
Mentioned Resources (affililate links): The Black Friday Insider Summit 2025 (26 - 28 August 2025) Connect with Dolly DeLong: Website: https://systemsandworkflowmagic.com/ Instagram: https://www.instagram.com/dollydelongeducation/ Dolly's Podcast: https://systemsandworkflowmagic.com/podcast View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 25. Why your best customers leave (and how to prevent it) | 11 Aug 2025 | 00:15:18 | |
Join me as I answer the question: “How can I use the data I have available to me to keep my best customers?” If you've ever been blindsided by a cancelled retainer, course dropout, or membership churn, this one’s for you. Join me as I walk through simple but powerful ways to identify early warning signs, set up automations, and take timely action before a client ghosts you or clicks "cancel." Whether you’re a service provider, course creator, or membership site owner, these customer retention strategies can help you step away from gut feelings and toward data-driven action. What we cover:
View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 29. What customers really want in 2025 (3 surprising truths from the State of the Customer Report) | 08 Sep 2025 | 00:13:32 | |
If your customers had to choose between speed, clarity, or delight, what do you think they'd pick? In this special insights-packed episode, I answer that very question based not on gut instinct, but on hard data from my 2025 State of the Customer Survey. I reveal 3 powerful (and surprising!) truths about how business owners view their own customer experience, and how that stacks up against what customers actually value. From the automation gap and personalization pitfalls, to the truth about acquisition vs retention across business models, this episode is your data-backed wake-up call to do CX differently. Tune in for sneak peeks of the full report, get your hands on the free 30-page Report, and discover how to join the Retention Lab for a LIVE walkthrough of what it all means for your business on 16 September 2025. What we cover:
View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 28. Creative loyalty program ideas that don’t hurt your profit margins | 01 Sep 2025 | 00:10:25 | |
In this episode, I answer a powerful listener question: “I'm considering a loyalty program for my online business, but can't afford to discount my offers. What are the alternatives?” If you’ve ever felt caught between wanting to reward your most loyal customers and the fear of undercutting your pricing structure, this episode is a must-listen. I share why discounts aren’t the only (or the best) way to nurture loyalty, and what to do instead. Whether you’re a service provider, course creator, or membership owner, you’ll walk away with practical, high-impact loyalty strategies that protect your margins and strengthen your customer relationships. From surprise-and-delight perks to status-based incentives, this episode is packed with creative, conversion-smart ideas you can apply right away without touching your pricing. What we cover:
View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 33. Creative, low-tech ways to deliver stellar customer experiences | 06 Oct 2025 | 00:10:34 | |
In this episode, I’m answering a fantastic listener question from my guest expert Kirsty Fanton from episode 24, who asked: "Who out there is using low-tech or no-tech ways to create a stellar experience for their clients, customers, or subscribers? I’m not just talking about sending a client gift — what else is happening beyond that?" If you’ve ever wondered how to surprise and delight your customers without expensive tools or complicated tech, this one’s for you. We dive into creative, simple, and human-centred strategies that make your audience feel seen, valued, and excited to keep engaging with your business. I’ll share my favourite out-of-the-box customer experience ideas, why small, intentional touches matter, and how you can start cultivating loyalty without leaning on big budgets or heavy automation. What we cover: The Power of Creativity – Why thinking outside the box helps you stand out in a noisy online space. Personal Video Messages – How quick, personalised videos via tools like VideoAsk or Bonjoro can deepen trust and connection. Surprise & Delight Without Spending Big – Creative, low-cost ways to add wow moments for clients and subscribers. Loyalty Programs for Small Businesses – How to use simple systems (even inside your email platform!) to reward action-takers and engaged clients. View the episode transcript here. Check out the resources I mention (affiliate links): Bonjoro (save 15% for the lifetime of your paid plan!) Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 32. The 3-step plan to re-engage your email list after ghosting it | 29 Sep 2025 | 00:12:22 | |
Have you been ghosting your email list and now feel stuck on how to reconnect without sounding awkward or pushy? In this episode, I’m answering a Retention Lab member question from Cressida, founder of membership SkinGlow Codes. Her challenge? She hasn’t emailed her subscribers for over six months! I’ll walk you through my simple, three-step plan for reintroducing yourself, warming up your audience, and rebuilding trust without relying on discounts, spammy tactics, or starting from scratch. Whether you’ve been avoiding your inbox out of fear, guilt, or overwhelm, this episode gives you the exact framework to get back on track and set up an intentional, sustainable email strategy. What we cover: The Starting Point – How to write an authentic, human “I’m back” email that resets expectations without being awkward. The Three-Email Warmup Sequence – A framework for reconnecting with subscribers using tips, resources, and repurposed content that delivers value first. From Most Engaged to Least Engaged – Why you should start with your loyal buyers, then gradually widen your reach to the rest of your list. List Hygiene 101 – When (and why) to scrub inactive subscribers and how this boosts deliverability. Setting Up Evergreen Support – How to create safety nets like automated re-engagement workflows and ongoing nurture sequences so you never fall behind again. View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 31. The real-life retreat strategy that builds raving fans with Holly Haynes | 22 Sep 2025 | 00:28:17 | |
Can real-life, unpolished experiences beat slick online strategies in 2025? In this episode, I chat with business strategist Holly Haynes about how she’s stripped back the polish, welcomed clients into her home (literally), and built an in-demand retreat experience that drives loyalty, transformation, and word-of-mouth growth. We unpack how Holly's in-home retreats don’t just create impact in the moment, but scale trust, boost referrals, and turn attendees into repeat clients. You’ll also hear how intentional pre-work, a touch of surprise and delight, and a whole lot of humanity can make your events unforgettable without five-star resort budgets. Whether you’ve been dreaming of hosting a retreat or want to infuse your online business with deeper connection, this episode is your permission slip and contains practical gold. What we cover:
Connect with Holly Haynes: Holly Haynes empowers female entrepreneurs to build thriving, scalable businesses without relying on social media hustle. A former Fortune 500 strategist, she built her own business while working full-time and raising twins—retiring herself and her husband in just two years. Now, through her coaching programs, the Crush the Rush™ Planner, and her top 100 Crush the Rush™ podcast, she’s helped thousands of women grow life-first businesses that align with their values and priorities. Website: https://www.hollymariehaynes.com The Crush the Rush Podcast: https://www.hollymariehaynes.com/podcast Instagram: https://www.instagram.com/thehollymariehaynes Listen to the free private podcast: https://www.hollymariehaynes.com/social View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 30. Proactive sales strategies that don’t feel pushy | 15 Sep 2025 | 00:11:54 | |
In this bite-sized episode, I answer a listener question that will resonate with many new business owners: “Selling in my business currently looks like this: I wait for someone to reach out and then I engage with them. How can I become more proactive in the way I support people before the purchase?” If you’ve ever felt stuck in reactive sales mode, this episode offers a practical shift. I share smart, scalable ways to engage with your warm leads before they hit the “buy” button to build confidence, trust, and momentum at exactly the right time. From clever email triggers to personalised touchpoints and strategic storytelling, tune in to learn how to support your future customers without feeling pushy or invasive… with examples taken straight from my business. What we cover:
Check out my Client Cast Formula Course to help you launch a choose-your-own-adventure private case study podcast for your business. View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 34. What it really takes to shift to a customer-first business | 13 Oct 2025 | 00:14:26 | |
In today’s episode, I’m exploring what it really takes to create a customer-first business (even if you’re a solo operator without a huge team, elaborate marketing budgets, or an expensive tech stack. I break down what a customer-first mindset actually means, why it’s about consistent, small shifts rather than big, overwhelming overhauls, and how you can start making simple changes today to create remarkable experiences for your audience and customers. From listening to customer signals and anticipating their needs to streamlining your communications and personalizing your offers, this episode is packed with practical strategies you can apply immediately, no matter the size of your business. If you’ve been wondering how to stand out in an AI-driven online space where everyone sounds the same, this conversation will give you a clear path forward. What we cover: What “customer-first” really means — and why it’s not just about customer service. How to start putting your customers in the driver’s seat of their journey. Practical ways to leverage data and simple tools to personalize their experience. Why small, consistent actions beat one-off “quick fixes” every time. Low-lift strategies you can implement right now — like personal welcome videos, better FAQs, and strategic follow-ups. View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 35. A therapist’s secrets to creating safe and authentic group environments with Ash McDonald | 20 Oct 2025 | 00:33:44 | |
In this insightful episode, I’m joined by Ash McDonald, a therapist-turned-business strategist who specializes in cultivating psychologically safe and meaningful group environments. We’re answering the questions:”How would you cultivate safe group spaces where clients show up AND truly connect?” and explore the essential factors that encourage genuine connection, active participation, and emotional safety in group coaching programs and memberships. If you're struggling with low engagement, superficial interactions, or burnout from managing group spaces, this episode provides actionable insights to transform your client communities. What we cover: Why Many Group Programs Fail to Engage – Understanding common pitfalls that prevent genuine connection and participation among group members. Leading with Vulnerability – How coaches showing authentic vulnerability can dramatically improve client engagement and openness. Human-First Approach to Coaching – Why prioritizing human connection and authenticity over polished perfection can deepen relationships and improve outcomes. Effective Boundary Setting in Groups – How clear communication and boundary-setting protect your energy as a facilitator and improve group dynamics. Automating Client Care Without Losing the Human Touch – Using strategic automations paired with personal check-ins to maintain meaningful relationships efficiently. Connect with Ash McDonald: Ash McDonald is a former therapist turned therapeutic mentor and business coach who helps high-achieving women stop running on stress and start leading from self-trust. With over a decade of experience guiding deep transformation, she’s known for blending psychological insight with soul-deep strategy — helping women shift their inner world so life, leadership, and business finally feel like they fit. Ash’s work centers on nervous system regulation, emotional capacity, and radical receptivity — teaching women how to hold more wealth, presence, and peace without sacrificing themselves in the process. She’s the host of the Shamelessly Ambitious podcast and a leading voice in the movement to redefine success from the inside out. Website: https://ashmcdonaldmentoring.com/ Instagram: https://www.instagram.com/ashmcdonald/ Freebie The Ultimate Guide to Overdelivery: https://ashmcdonaldmentoring.com/UltimateGTODA View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 41. Email Personalization 101: Trigger links, custom fields & segments explained | 01 Dec 2025 | 00:14:20 | |
In today’s episode, we’re exploring the concept of hyper-personalization, and how you can create a standout customer journey using the email platform you’re already using. This episode answers a brilliant listener question: “I would love to personalize my customer experience, but I feel I'm missing the tech tools to make it happen.” The good news? You don’t need a fancy tech stack or a marketing team to make personalization work for you. All you need is a strategic mindset, your email platform, and a willingness to go one step further than most. From segmenting your list based on behavior and past purchases to setting up simple but powerful trigger links and conditional content, I’ll show you how to turn basic tools into a personalized customer experience engine. What we cover:
Try Drip for FREE (no credit card required) right here. (affiliate link) View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 40. Why your launch isn’t converting (even with the right audience) with Laura Kendrick | 24 Nov 2025 | 00:40:26 | |
Today’s listener question: “I’m speaking to the right audience and I have a proven offer, but conversions in my launches have stalled. Where could the problem be?” In this episode, I’m joined by fellow copywriter and holistic launch strategist Laura Kendrick to unpack the hidden friction points that quietly tank conversions, even when your offer and audience are a match. From treating your launch as a full marketing arc (not just cart open & cart close), to reading real-time audience signals, creating “spaciousness” in timing, and nurturing non-buyers without the ick, this episode gives you practical fixes you can implement before your next promo. What we cover: Holistic Launching (The Full Arc): Why effective launches start months earlier Talk to People, Then Check the Data: How live voice-of-customer conversations surface what analytics can’t Positioning vs. Demand: A real example where interest was high but response was low because positioning was slightly off Spaciousness = Conversions: Building more time into your runway (and even into cart open) After the Launch: How to debrief with your list, make non-buyers feel valued, and create simple two-way touchpoints Connect with Laura Kendrick: Laura Kendrick is a conversion strategist and copywriting co-conspirator for ambitious online business owners who want client-forward copy that actually sells—ethically, clearly, and with their personality fully intact. She helps founders finally market their businesses in a way that makes sense and gets results. With a big-picture view and zero tolerance for one-size-fits-all formulas, Laura helps you clarify your message, sharpen your strategy, and create a brand voice that sounds like you (just... dialed all the way in). It’s about marketing that actually fits your business and your brain. Website: https://www.cheekycopy.co/ Instagram: https://www.instagram.com/cheekycopy/ View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 39. 3 easy ways to set your business up for a successful 2026 right now | 17 Nov 2025 | 00:07:10 | |
In today’s episode, we’re breaking with tradition. This week, I’m pulling back the curtain on a delightfully strategic event I’m hosting inside Retention Lab this December: The CX Escape Room Challenge. Are you crawling toward the end of 2025 on fumes, desperately trying to finish Black Friday strong before vanishing until January? Here’s your permission to pause for a moment. Because now is exactly when ‘Future You’ will wish you’d laid just a few customer retention foundations. The kind that quietly keep your business growing while you rest, reset, and gear up for a successful 2026. If you’re craving a creative, strategic way to re-energize your customer experience, and start 2026 already ahead of the game, this episode is for you. What we cover:
Join the LIVE 3-day CX Escape Room Challenge from 2-4 December 2025 here. View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 38. The 4-part framework for building profitable affiliate programs with Laura Sprinkle | 10 Nov 2025 | 00:31:20 | |
In today’s episode, we’re diving into the world of affiliate marketing, and how you can turn happy customers into powerful affiliate partners without tech overwhelm. Our guest is Laura Sprinkle, an affiliate partnership strategist who’s worked behind the scenes of multi-million dollar launches for the likes of Amy Porterfield and Selena Soo, and who also happens to be the founder of Rootabl, the first affiliate platform built specifically for course creators. We’re answering this listener question that I know will hit home for many online business owners: “How can I turn happy customers into powerful affiliate partners without the tech overwhelm?” Whether you’re affiliate-curious, just launched your own program, or want to squeeze more juice out of an existing one, this conversation is packed with actionable advice to get you moving. If you’re looking to grow sustainably through genuine partnerships, this episode is your fast track to making that happen. Plus, Laura will be joining us as a guest expert in an upcoming month inside Retention Lab. So if you’re ready to double down on community-driven growth, make sure you join us. What we cover:
Connect with Laura Sprinkle: Laura Sprinkle, founder of Rootabl, is an affiliate partnerships strategist who specializes in working with digital course and membership creators. Her approach to partner programs has helped everyone from budding entrepreneurs to seven-figure industry leaders garner more than $44 million in affiliate revenues. Laura’s unique approach to partnerships involves creating high-touch relationships, empowering clients like Amy Porterfield, Todd Herman, and Selena Soo to bring as much fun to the process as possible. Website: https://laurasprinkle.com/ View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 37. From burnout to buy-In with Anticipation Marketing™ and Brenna McGowan | 03 Nov 2025 | 00:27:39 | |
In today’s episode, we’re diving into pre-selling, Anticipation Marketing™, and how to create sales environments that build deep trust, long-term loyalty, and better-fit buyers. We’re answering this listener question: “How can pre-selling build a deeper trust with your audience and set the stage for long-term customer loyalty?” To unpack this question, I’ve invited none other than Brenna McGowan, the queen of Anticipation Marketing™, the creator of the Pre-Launch Plan Program, and an advocate for launch strategies that actually feel good for you and your audience. If you’re tired of high-pressure launch tactics, endless email blasts, and buyers who ghost after checkout, Brenna’s approach will feel like a breath of fresh air. We explore her signature framework and how pre-selling isn’t just about priming people to buy, but about attracting the right people who’ll stick around. Brenna is also joining Retention Lab as our November guest expert on 19 November 2025. If you want access to her live training (or the replay if you're listening later), join us right here. What we cover:
Connect with Brenna McGowan: Brenna McGowan is a launch strategist, copywriter, and the creator of the popular online event Behind the Launch. She helps coaches, course creators, and consultants move away from hustle-based, high-pressure launches by using my signature pre-launch and Anticipation Marketing™ strategies. Website: https://brennamcgowan.co/ Instagram: www.instagram.com/brennamcgowanco Download Brenna's Launch Calendar View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 36. 500 responses & the strategy behind my high-impact surveys | 27 Oct 2025 | 00:15:27 | |
In today’s episode, we’re getting into the nitty gritty of strategic audience research and the templates behind it. Specifically how to get actual insights from your surveys instead of a bunch of vague, unusable fluff. We’re answering this listener question: “I regularly survey my audience, but I struggle to get useful answers. How can I get people to actually respond and what's important in the process so I get the right outcomes and useful responses?” If you’ve ever sent out a survey only to hear crickets, or received responses so surface-level they left you with more questions than answers, this episode is for you. I walk you through the entire process I use in my own business and for my 1:1 clients inside my Intensives. From setting the right survey goals and crafting powerful questions to boosting response rates and turning data into messaging gold. If you’re making strategic decisions based on assumptions (or you’ve been procrastinating on surveying your audience altogether), this episode will give you the roadmap you need to move forward with clarity. What we cover:
Download my FREE Strategic Survey Questions here. View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 49. This sales page tweak made 83% of browsers stop and interact | 26 Jan 2026 | 00:07:03 | |
Retention sounds great in theory, but what does it actually mean for your bottom line? In this quick episode, I pull back the curtain on one simple, scroll-stopping sales page strategy that turned heads during the founding member launch of Retention Lab. You'll hear how I brought the abstract concept of retention to life with a powerful interactive tool that got 83% of page visitors to pause and engage, being sold by their own metrics. If you've ever struggled to explain the value of what you sell (especially the long-term value), this is the episode for you. Want to get free access to the entire strategy? Join me FREE at Behind the Launch from 2-7 Feb 2026. Tuning in down the track? Join Retention Lab for everything you need to implement this strategy in your business. Cancel any time! 😉 What we cover:
View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 48. Creating personal client experiences & healthy boundaries with Hamilton Schmid | 19 Jan 2026 | 00:35:43 | |
In today’s episode, we’re answering a question that hits home for every service provider, course creator, and membership site owner: How do you build personal relationships that make your clients feel seen while still maintaining the boundaries that protect your own privacy and time? To unpack this, I’m joined by Hamilton Schmid, founder of Your Virtual Cornerstone, a thriving agency that’s grown almost entirely through word-of-mouth over the past five years. Hamilton’s secret? A smart mix of intentional systems, respectful boundaries, and deeply personal customer experiences. Whether you're just starting out or scaling up, this episode will inspire you to rethink your capacity, tighten your processes, and still make your clients feel like VIPs. What we cover:
Connect with Hamilton Schmid: Free 30 min Outsourcing Strategy Call: https://calendar.app.google/tWSf2hU9SYvGqMU26 Website: www.yourvirtualcornerstone.com Instagram: https://www.instagram.com/virtualcornerstone/ Threads: https://www.threads.com/@virtualcornerstone View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 47. Stop reacting: build a more intentional business in 2026 | 12 Jan 2026 | 00:08:39 | |
In this final episode of the reflection and intention-setting series, I share my personal approach to planning with purpose and how intentionality can shape your business in 2026 and beyond. I open up about how I mapped out my entire year in advance without needing every detail locked in so I can focus my energy on what really moves the needle. But this isn't just about calendars and to-do lists. It's about being strategic with your customer journey, mapping from the outside in, and creating offers and experiences that meet your audience where they are. If you're tired of reactive launches, last-minute stress, and half-baked onboarding, this episode will help you step into the year with clarity, intention, and a customer experience designed to retain and delight. What we cover:
View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 46. Rethinking offers in the age of AI (and why the human touch matters) | 05 Jan 2026 | 00:07:55 | |
I’m kicking off 2026 with a shift that’s quietly changing the way we do business. In this bite-sized solo episode, I reflect on my Word of the Year: Community. And what it means for the online space, the rise (and fall) of self-paced resources, and why real human connection is back in the spotlight. Tune in to hear how I’m reshaping my offers and showing up differently this year, from evolving my 1:1 services to infusing more connection into my signature membership, Retention Lab. Whether you're feeling the pull towards more meaningful conversations or are just tired of figuring things out alone, this episode will meet you where you're at. What We Cover:
View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 45. My transparent 2025 recap: What worked (and flopped) in my business this year | 29 Dec 2025 | 00:14:28 | |
As 2025 winds down, I’m pulling back the curtain on what this rollercoaster of a year really looked like behind the scenes in my business. From record-breaking months to dips that tested my resilience, this transparent wrap-up is part celebration, part reflection, and part forecast. I’ll walk you through the hard numbers, the honest lessons, and how all of it is shaping my focus for 2026 (spoiler alert: community is front and centre). Inside this episode, I share:
View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 44. Repurposing testimonials: clever ways to boost conversions and retention | 22 Dec 2025 | 00:12:58 | |
Shelley Hitz, founder of Christian Book Academy and Retention Lab Incubator member, submitted a brilliant question: “What should I actually do with all the member testimonials I’ve collected?” This bite-sized episode breaks down exactly how to repurpose, categorize, and embed testimonials across your funnel, from the first touchpoint to retention and affiliate advocacy. Whether you’ve got a few nice words or full-blown case studies, this episode gives you a strategic framework to finally make your testimonials work harder. What we cover:
Check out the Client Cast Formula to launch your own private case study podcast here. View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 43. Data-driven funnel fixes to simplify your funnel and skyrocket conversions with Ally Anderson | 15 Dec 2025 | 00:30:07 | |
In this episode, I’m joined by data strategist and Akari Digital founder, Ally Anderson, to tackle a question that keeps many business owners awake at night: “My funnel gets plenty of traffic, but no one is buying. Where do I start?” This conversation picks up where Episode 40 with copywriter Laura Kendrick left off. In that episode we explored conversion problems from an emotional and messaging perspective. Today, we zoom in on the data side, and how to pinpoint and fix bottlenecks strategically so your funnels convert more consistently. If you’ve ever stared at your metrics wondering why your funnels aren’t converting, this conversation is your blueprint. Ally and I unpack how to diagnose bottlenecks, simplify your data, and use smart tracking to improve conversion rates without having to become a full-time analyst. We explore how customer experience and messaging intersect with metrics, and why simplifying your offers and funnel steps can dramatically improve results. What we cover: The Funnel Friction Audit How to map your customer journey beyond open rates and click rates to uncover the real leaks in your funnel. Simplifying Data Tracking Why eight to twelve core metrics (not 87 dashboards) will tell you everything you need to know. Spotting and Fixing Bottlenecks Simple ways to calculate where prospects drop off, and how to prioritise your tests for the biggest impact. Customer Experience Meets Metrics How friction, confusion or lack of clarity kills conversions, and easy fixes you can apply today. Less Is More: Designing Offers for Action Why breaking big promises into smaller wins can boost opt-ins, completions and sales. Real-Life Tweaks, Real Results Ally shares examples of tiny homepage and opt-in tweaks that doubled and tripled conversions overnight. Connect with Ally Anderson: Website: https://akaridigital.ca/ Instagram: https://www.instagram.com/akaridigital/ Grab Ally's Launch Leak Finder tool for only $7 with coupon code NADINE to help you pinpoint your funnel’s bottlenecks and test potential improvements without the overwhelm. View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||
| 42. Boosting customer loyalty and personal touches at scale with Handwrytten Founder David Wachs | 08 Dec 2025 | 00:28:25 | |
In today’s episode, we’re diving into personal touches, handwritten moments, and how to make your customers feel truly seen, even if they’re scattered around the globe. We’re answering this listener question: “I would love to welcome all new members with a personal touch, but they’re scattered all over the world and it seems too complex and costly. What are my options?” To help unpack this, I’m joined by David Wachs, founder of Handwrytten, a tech-enabled platform that makes sending physical handwritten cards as simple as sending an email. We explore the power of thoughtful gestures, why inbox fatigue is real (and growing), and how to scale meaningful experiences without burning yourself out. Keen to try Handwritten?Save 10% on your Handwrytten cards with signup code nadinenethery Whether you’re a service provider, a membership founder, or a course creator, this episode will show you how to stand out in a sea of digital noise by doubling down on what makes you (and your customers) human. My long-term 1:1 client and Retention Lab member Josh Goldsmith is joining us inside the Lab in December to share exactly how he automates handwritten touchpoints in his business with Handwrytten. You’ll want a front-row seat for that! What we cover: Why retention and loyalty hinge on making people feel seen What makes handwritten notes so emotionally powerful Surprising findings from Handwrytten’s 2022 and 2025 consumer outreach surveys Real examples of how brands increased revenue, loyalty, and LTV through handwritten outreach How to balance automation and authenticity when scaling personal touches Where AI belongs in the personalization journey, and where it doesn’t Why intention is more important than handwriting, and how to keep it personal at scale Connect with David Wachs: David's Instragram: https://www.instagram.com/dbwachs Handwrytten's Instagram: https://www.instagram.com/handwrytten View the episode transcript here. Where to from here? Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here! Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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. | |||