What Would They Do? The Customer Experience Podcast For Online Business

If you’ve ever thought…“I just need more leads.”“Why aren’t people sticking around?”“There has to be a smarter way to grow this…”…this episode is your snack platter of ideas.In this special teaser episode, I’m giving you a behind-the-scenes look at the upcoming Retention Games from 12-15 May 2026 (grab your free ticket here), my completely reimagined virtual event where 20 retention strategies go head-to-head.You’ll hear directly from the contestants as they share raw, unscripted previews of the strategies they’ll be revealing inside the Games.We’re talking:172% retention increases99% conversion strategies$66K in additional revenue from one tweakHigh-retention memberships running for yearsIf retention has been your blind spot, this episode will give you 12 specific ideas on how to fix it.What we cover:How one membership increased retention by 172% while reducing launchesA 20-minute gamification strategy that boosts engagement instantlyA 3-part “retention engine” that turns retention into your main growth driverA high-touch strategy that generated $66K in extra revenuePersonalisation strategies that make customers feel seen (and stay)An offboarding sequence with a 99% conversion rateView the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

Ever feel like your audience only buys when there’s a discount, countdown timer, or last-minute panic email?You might unintentionally have trained them to do exactly that.In this episode, I unpack the uncomfortable truth behind discount-driven sales cycles and why your audience isn’t unpredictable, but simply responding to the patterns you’ve created.This episode dives into the concept of rewarded behaviour in your business and how to shift from reactive, pressure-based sales to intentional, sustainable buying patterns.What we cover:How you’re unintentionally training your audience’s buying behaviourThe psychology behind waiting, disengaging, and last-minute buyingWhy discounts create long-term problems (even if they “work”)What behaviours you should be rewarding insteadHow to build a business people don’t learn to “game”View the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

Feel like you’re undercharging, but also low-key terrified to raise your prices?In this episode, I’m joined by pricing strategist and self-declared “Pricing Queen” Jasmine Parasram to unpack what’s really going on when you price your services too low.Spoiler: it’s not just about money. It’s about mindset, emotional baggage, customer perception, and the kind of clients you end up attracting.Together, we explore how undercharging doesn’t just hurt your income, it quietly erodes your confidence, your boundaries, and your customer experience.What we cover:Why undercharging isn’t a pricing problemThe hidden link between pricing and customer experienceThe psychological barriers stopping you from charging moreHow to communicate your pricing without sounding unsure or apologeticA practical starting point for recalculating your pricingConnect with Jasmine Parasram:Website: https://creativebusinesskitchen.com/Instagram: https://www.instagram.com/yourpricingqueen/View the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

Your traffic is solid. People are clicking, subscribing, even engaging. And yet: Crickets when it comes to sales.In this episode, I flip the usual narrative on its head and challenge the default advice of “just get more visibility” or “nurture harder.”Because what if the problem isn’t attracting people, but quietly losing the right ones before they ever buy?This episode dives into the concept of invisible churn, the silent drop-off happening when your best-fit clients don’t see themselves clearly enough in your messaging, offers, or customer journey.If your funnel looks good on paper but still isn’t converting, this is the episode that will make you rethink what’s really going on.What we cover:Why traffic and engagement don’t automatically lead to conversionsWhat invisible churn is (and how it’s affecting your business)The real reason your best-fit clients aren’t buyingThe subtle messaging mistakes that quietly push people awayHow to diagnose where your customer journey is breaking downView the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

Is there a way to sell that doesn’t exhaust you or your audience?In this guest episode, I am joined by launch strategist Kelsey McCormick, founder of Coming Up Roses, to unpack what sustainable selling actually looks like for creative business owners.If you feel like you’re redesigning your course or service launch from scratch every time, if you open cart and hope for the best, and if you’re chasing new followers instead of nurturing the ones you already have… this conversation is your reset.Together, we explore repeatable sales systems, campaign thinking, trust-building before a launch, and why you don’t need a massive audience to sell out your offers.What we cover:The concept of “campaign thinking” and why monthly revenue chasing keeps you stuckHow to create launches that work with your energy, not against itThe power of waitlists and warm-up sequencesWhy follower count is overrated (and warmth is everything)The mindset work behind hitting bigger launch milestonesWhy community and in-person connection may be the future of launchesThe growing tension between being a service provider vs. being a creator in the AI eraConnect with Kelsey McCormick:Website: https://cominguproses.co/The Warm Waitlist Week: cominguproses.co/wwwPodcast: cominguproses.co/warmupView the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

In today’s episode, we embark on a customer experience adventure… straight into my rural Sydney coffee scene. Because nothing reveals the truth about customer loyalty faster than a café.Let’s break down the 3 levels of personalisation every online business owner should understand, especially if you want more repeat buyers, more engagement, and less churn.If personalisation in your business currently looks like “Hey {first_name}”… this episode will lovingly show you what’s possible and open your eyes to a new way of thinking. What we cover:The difference between personalisation that feels helpful vs personalisation that feels creepyThe 3 levels of personalisation (coffee shop edition)How to apply this to your online businessView the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

In this episode, I tackle a listener question that hits a little too close to home for many online business owners:“I’ve shown up so much more over the past few months, and grown my email list considerably, but I’m still not selling my offers. How do I work out what’s still stopping people from buying?”And the answer is simple (but inconvenient):More visibility doesn’t automatically mean more sales.If your customer journey is broken, more traffic just means more people entering a leaky funnel… and quietly disappearing.Let’s break down what a broken customer journey actually looks like, why “just getting more eyeballs” is not the fix you think it is, and how to identify the exact points where your audience loses confidence, clarity, or momentum.What we cover:The real reason your audience might not be buying, even if your list is growingWhat a broken customer journey actually looks like in an online businessWhy friction kills momentum (and momentum is what drives conversions)How to create a strategic customer journey that reduces churn and increases lifetime valueView the episode transcript here.Learn more about the CX Catalyst here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

In today’s guest episode, I‘m joined by brand coach Suz Chadwick to unpack a big, timely question:“In the age of AI slop, what does an authentic personal brand actually look like? And how do you create a customer experience that still feels real?”Together, we explore what personal branding truly means in 2026, why authenticity is becoming a competitive advantage, and how AI can either amplify your voice… or dilute it entirely.If you’re an expert who knows your stuff but still feels like you’re hiding behind your business, this conversation is your gentle nudge to make some big moves.What we cover:What a personal brand actually is (beyond the buzzword)Why memorability and reputation matter more than everHow AI is impacting personal branding — for better and worseHow to “chunk down” your expertise so your audience can digest itHow authenticity strengthens the entire customer journeyConnect with Suz Chadwick:Website: https://suzchadwick.com/Podcast: https://suzchadwick.com/podcast/Instagram: www.instagram.com/suzchadwickView the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

As part of my podcast 1st birthday week, I'm re-releasing the top 3 episodes of the past year. This is officially your #1!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:The Format of Brooke’s 14-Day BB Bash – A mix of live mindset talks, prerecorded tutorials, and reflection exercises with a low-pressure vibe.How She Designed a Free Experience That Converts Without Guilt – Her intentional structure gave value while gently introducing a $29 paid upgrade.The VIP Upgrade Strategy That Worked (Without Pushy Tactics) – Lifetime access, deeper tutorials, a printed workbook, and community connection.The Human Touch That Set Her Apart – Live playdates, personal pep talks, and consistent support helped participants feel seen and safe.Why Her Sales Stayed Consistent Throughout the Event – And why she didn’t use discounts or time-limited pricing to create urgency.Connect with my guest, Brooke Henry:Website: https://bbhenryart.comEmail List: https://www.bbhenry.com/emailClasses: https://www.bbhenrystudio.comInstagram: https://www.instagram.com/bbhenry_art/YouTube: https://www.youtube.com/c/BBHenryArtView the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

As part of my podcast 1st birthday week, I'm re-releasing the top 3 episodes of the past year. This is officially your #2!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:The real “why” behind CommsBot – How they used audience insights to spot a clear gap between “learning” and “doing,” and how the bot helps students practice communication in a safe, low-stakes way.How to avoid building a robot version of yourself – Why the goal isn’t to clone the coach, but to create a guided concierge-style support tool that amplifies what students are already learning from you.The three core functions of CommsBot – Understanding, Implementing, and Role-Playing—and why each mode was intentionally designed to align with different stages of the student journey.Behind the scenes of building the bot – How Kirsty and Ami worked together to train the GPT using transcripts, frameworks, and internal language from the course—and avoided overwhelming the bot with the wrong kind of data.AI ethics and privacy considerations – What they did to protect Kirsty’s intellectual property, set clear boundaries for the GPT, and build trust with students using the tool.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.comCommsCamp: https://www.kirstyfanton.com/commscampAmi 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-botsView the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

As part of my podcast 1st birthday week, I'm re-releasing the top 3 episodes of the past year. This is officially your #3!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/UltimateGTODAView the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

This episode marks a major milestone: What Would They Do? has officially turned ONE!I’m taking a moment to reflect on the journey, from self-doubt to launch, to 55 episodes, to charting in 18 countries, and the community and collaborations the podcast has sparked along the way. It's a celebration of all things retention, customer experience, and the power of showing up… especially when it feels uncomfortable.And because it wouldn’t be a birthday without party favors, I’m kicking off Birthday Week on my website until 17 March 2026 with a scavenger hunt full of hidden surprises, exclusive offers, and limited-time freebies.What we cover:How long it really took to launch this podcast (and why it was worth it)The real reason this show existsA massive THANK YOU to all the listeners, guests, reviewers, and collaborators🎁 What’s happening during Birthday Week:Website scavenger huntFreebies, exclusive discounts, and secret 1:1 offersA re-release of the top 3 most-loved episodesView the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

In today’s episode, I take you on a behind-the-scenes tour of one of the most effective membership experiments I’ve ever run inside Retention Lab: the CX Escape Room Challenge.What started as a 3-day “part challenge, part game” experience quickly turned into a powerful retention engine that increased engagement, brought in new members, and helped existing members finally take action and get quick wins.If you’ve ever felt like your membership (or online business) needs more content to keep people around… this episode will completely flip that belief on its head.Because the truth is:people don’t leave because you didn’t post enough. They leave because they didn’t get results.This episode is packed with insights on momentum, gamification, micro-commitments, and how to create experiences that feel personal, even when they’re automated behind the scenes. What we cover:The thinking behind my CX Escape Room ChallengeHow the Escape Room created instant momentum and quick wins in my membershipWhy the challenge worked so well even though it was mostly automatedHow I turned quiet members into active participants overnightWhat didn’t work & the lessons learnedView the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

What makes an online course truly transformational instead of just another addition to your digital filing cabinet of information?In this guest episode of What Would They Do?, I am joined by course design expert Jasmine Jonte, who has helped build some of the most successful and profitable online programs in the industry.Together, we unpack why so many online courses fall flat, why students drop off halfway through, and what course creators need to focus on if they want their programs to actually deliver results in the age of AI.Spoiler: it’s not about adding more modules, more bonuses, or more “value.”It’s about designing a student experience that supports action, accountability, and momentum.If you’ve ever wondered why people buy your course with excitement and then disappear by Module 3, this episode is for you.What we cover:The biggest misconception course creators have about engagementHow to create simple learning tracks so every student feels supportedHow accountability loops improve student follow-throughHow AI is reshaping the online course industryWhy Amy Porterfield closing her course doesn’t mean courses are deadConnect with Jasmine Jonte:Website: www.cre8tion.co Youtube: https://www.youtube.com/@JasmineJonteCRE8TIONCustomGPT: https://www.cre8tion.co/netflixView the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

What would it take to turn your one-off clients into loyal superfans?In this episode, I respond to a question from my guest expert in episode 26, family photographer & systems expert Dolly DeLong, who asked:“How can I amplify my client journey and truly elevate the experience I give my photography clients?”Whether you’re a photographer, designer, copywriter, or coach, this episode shows you how to rethink the client journey from first contact to post-delivery and infuse it with emotion, meaning, and retention magic.Packed with practical examples (and totally systemisable ideas), it’s your go-to guide to building relationships that last.What we cover:What “amplifying the customer journey” really means (hint: not more noise)How to map and elevate the “moments that matter” in your client journeyDolly’s example: turning a typical photography experience into something unforgettableHow to use onboarding forms for more than admin — and actually spark loyaltyBonus retention strategies for other service providersView the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

Thinking about switching email platforms, but overwhelmed by the tech or afraid of breaking what’s already (sort of) working?In this episode, I take you behind the scenes of my email setup and explain why I chose Drip as my go-to platform for retention, loyalty and subscriber delight. From Flodesk to Drip, and from sending newsletters to building strategic, behavior-driven journeys, this episode walks you through what makes Drip different and how it’s helped supercharge my business (and my clients’).You'll also hear how Shelley Hitz, a Retention Lab member, made the leap from email frustration to full-blown email strategy in Drip with me by her side.If you’ve ever felt boxed in by your current email provider, or if you're curious what it actually takes to make your email platform work for you (not against you), this one’s a must-listen.What we cover:Why I left Flodesk (despite the unbeatable pricing)The non-negotiables that made me choose Drip over ActiveCampaign, Kit, and othersWhat makes Drip so powerful for service providers, course creators and membership ownersThe mistake most people make when switching email providersHow Shelley switched platforms without the overwhelm by joining Retention Lab IncubatorWhy choosing a better tool isn’t enoughView the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

It’s episode 50! And as What Would They Do? is coming up to its one-year anniversary, I’m taking a closer look at the biggest themes that have emerged from 50 episodes of listener questions, expert interviews, and strategic CX deep-dives.But don’t expect a “top episodes” recap. This episode gives you a thoughtful analysis of the patterns that show up again and again in businesses that grow sustainably, retain more customers, and create meaningful brand connections.If you're craving real-world insight into what works (and why), this bite-sized episode is packed with practical takeaways and prompts to apply to your own customer journey.Revisit the episodes I mention here:Episode 35 with Ash McDonaldEpisode 31 with Holly HaynesEpisode 24 with Kirsty Fanton & Ami WilliamsonEpisode 42 with David WachsEpisode 9 answering Michelle Pontvert’s member questionEpisode 40 with Laura KendrickEpisode 37 with Brenna McGowanView the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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:Why retention is such a fluffy, hard-to-sell concept (and how to make it tangible)The interactive sales page hack that helped browsers see the value for themselvesThe core customer journey metrics this tool is built aroundWhere to go if you want the behind-the-scenes breakdown (right here from 2-7 Feb 2026)View the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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:Why building genuine client relationships doesn’t mean you have to sacrifice your sanityThe difference between high-touch and overavailable (and why Hamilton doesn’t work Fridays)The power of voice notes for client intimacy & brand voiceHow to semi-systemise surprise-and-delight moments without making them roboticWhy “delivering what you promise” is the ultimate referral strategyConnect with Hamilton Schmid:Free 30 min Outsourcing Strategy Call: https://calendar.app.google/tWSf2hU9SYvGqMU26Website: www.yourvirtualcornerstone.comInstagram: https://www.instagram.com/virtualcornerstone/Threads: https://www.threads.com/@virtualcornerstoneView the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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:What intentionality in business really means (and why it’s more than just “planning”)Why understanding your audience’s seasonal needs is key to retentionMapping your customer experience backwards from key moments that matterHow Retention Lab can help you make these strategies actionableView the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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:The shift away from DIY, self-paced resources in 2025How AI is accelerating the demand for human-first experiencesMy Word of the Year and what it means for my businessWhat’s changing in Retention Lab (especially at the Starter level)An invitation to build, brainstorm, and grow together in 2026View the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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:What made 2025 a wild ride in client work, offers, and energyA breakdown of my stats: clients, members, podcasts, summits & bundlesWhy repeat clients and retention strategies remain my North StarHighlights from launching 45 podcast episodes without missing a weekA sneak peek at what’s changing in 2026 (and what’s staying the same)My 2026 word of the year… and the personal invitation I’m sending your wayView the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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:Why not all testimonials are created equal (and which ones to use where)How to categorize feedback by funnel stage and formatStrategic ways to plug testimonials into your sales, onboarding, and retention workflowsCreative use cases you might not have thought of: like email takeovers, milestone trackers, and lead magnets built on member winsHow to start now even if all you’ve got is a spreadsheet full of snippetsCheck out the Client Cast Formula to launch your own private case study podcast here.View the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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 AuditHow to map your customer journey beyond open rates and click rates to uncover the real leaks in your funnel.Simplifying Data TrackingWhy eight to twelve core metrics (not 87 dashboards) will tell you everything you need to know.Spotting and Fixing BottlenecksSimple ways to calculate where prospects drop off, and how to prioritise your tests for the biggest impact.Customer Experience Meets MetricsHow friction, confusion or lack of clarity kills conversions, and easy fixes you can apply today.Less Is More: Designing Offers for ActionWhy breaking big promises into smaller wins can boost opt-ins, completions and sales.Real-Life Tweaks, Real ResultsAlly 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.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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 nadinenetheryWhether 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 seenWhat makes handwritten notes so emotionally powerfulSurprising findings from Handwrytten’s 2022 and 2025 consumer outreach surveysReal examples of how brands increased revenue, loyalty, and LTV through handwritten outreachHow to balance automation and authenticity when scaling personal touchesWhere AI belongs in the personalization journey, and where it doesn’tWhy intention is more important than handwriting, and how to keep it personal at scaleConnect with David Wachs:David's Instragram: https://www.instagram.com/dbwachsHandwrytten's Instagram: https://www.instagram.com/handwryttenView the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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:What true personalization really meansWhy personalization boosts conversions, loyalty, and engagementHow to set up segmentation so it actually drives resultsTrigger links, custom fields, and saved segments explainedReal-life examples of how I personalize emails within my businessTry Drip for FREE (no credit card required) right here. (affiliate link)View the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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 earlierTalk to People, Then Check the Data: How live voice-of-customer conversations surface what analytics can’tPositioning 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 touchpointsConnect 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.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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:Why December is the sleeper month for smart business movesWhat a “retention brick” is and how to choose the right one3 quick-win strategies to get your audience to grow your list for you, convert more browsers on your sales page, and surprise and delight your current customers to round out the yearWhat to expect inside the 3-day CX Escape Room ChallengeWhy 60 days inside Retention Lab could be your most profitable New Year plan yetJoin the LIVE 3-day CX Escape Room Challenge from 2-4 December 2025 here.View the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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:The power of affiliate marketing as a visibility, lead-gen, and conversion strategyWhy tech is not your biggest hurdle (even though it feels like it)Laura’s “Cycle of Profitable Partnerships” frameworkSmart strategies to invite customers into affiliate partnerships (without being sleazy)How to activate affiliates and give them the best chance of successHow to motivate more affiliates to shareEasy win incentives that convert (hint: it’s not always a luxury retreat)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/Rootable WebsiteView the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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:Why traditional launches create burnout (and how to avoid it)The 4 A’s of Anticipation MarketingHow to create a low-pressure sales environment that converts betterThe surprising link between pre-selling and customer retentionSmart ways to front-load trust and reduce refund requestsThe one thing Brenna recommends you must do weekly during pre-launchHow audience research shapes magnetic messaging that resonatesConnect 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/brennamcgowancoDownload Brenna's Launch CalendarView the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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:Why strong audience research is the foundation of everything in your businessHow to design surveys that give you rich, usable insightsThe psychology behind what makes people actually want to respondWhy vague questions lead to vague answers, and what to ask insteadHow I helped a client get over 500 strategic responses for a membership surveyThe role of segmenting, branching, and user experience in survey designHow to turn survey responses into content, sales copy, and retention strategiesDownload my FREE Strategic Survey Questions here.View the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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/UltimateGTODAView the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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):DripBonjoro (save 15% for the lifetime of your paid plan!)ConvertboxThrivecartAirtableZapierGRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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:How Holly turned her living room into the ultimate client loyalty engineWhy imperfect, grassroots experiences often outperform glossy productionsHow to scale the impact of non-scalable offers through word of mouth and contentWhat pre-retreat prep and post-retreat follow-ups look like inside Holly’s modelHow introverts (and messy households) can host powerful events, tooConnect 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.comThe Crush the Rush Podcast: https://www.hollymariehaynes.com/podcastInstagram: https://www.instagram.com/thehollymariehaynesListen to the free private podcast: https://www.hollymariehaynes.com/socialView the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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:What Proactive Pre-Purchase Engagement Actually Means How tracking audience behavior and acting on buying signals can drastically reduce sales friction.The Problem with Waiting for Leads to Reach Out Why sitting back may be costing you conversions—and what to do instead.Scalable & Personal Touchpoints That Build Trust Ways to blend automation with personal outreach that feels supportive (not salesy).Reducing Risk and Creating a Confident Buying Experience Why pre-empting objections and offering tailored info gives your audience the clarity to say yesCheck 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.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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:The gap between confidence and reality in customer experience deliveryWhat customers say they value most (it’s not what you think!)The unexpected retention patterns across different business typesThe critical role of automation and personalization in shifting patterns (and your success!)How to use this data to create your own customer-first playbooks for 2025View the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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:Why discounts aren’t the only way to drive urgency or reward loyalty—and how they may actually hurt your brand long-term.What a value-driven loyalty program really is, and how it deepens brand commitment without eroding your margins.How exclusivity and recognition can drive repeat purchases more effectively than promo codes.Real-life loyalty perk ideas you can start implementing today—tailored for service providers, course creators, and membership owners.How to use status markers and private experiences to reward loyalty, create urgency, and boost word-of-mouth advocacy.View the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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:The Real Job of Your Website – Why your website is more than a digital business card and how it fits into your broader customer journey.The “Pretty But Pointless” Trap – How good-looking websites often fail without the right strategy and messaging to back them up.Top Red Flags That Kill Conversions – From vague headlines to confusing navigation and too many call-to-actions, here’s what to audit first.3 Low-Lift, High-Impact Tweaks – Quick updates like strategic CTAs, above-the-fold messaging, and scroll-stopping testimonials that instantly improve conversions.The Power of Heatmaps & Data – Why tools like Hotjar can help you see what users are really doing on your site—and where they’re dropping off.A Hot Take on Testimonials – Why testimonials are more than just “nice to have,” and how to turn them into powerful conversion tools.00:00 Introduction to Website Effectiveness02:33 Understanding the Role of a Website in Customer Journey04:27 The Importance of Design and Strategy06:32 Auditing Existing Websites for Improvement09:02 Actionable Tweaks for Instant Conversion Boosts11:14 Client Success Stories and Lessons Learned13:25 Exploring AI in Marketing Strategies21:46 Unlocking Website Potential: Essential Updates22:13 Maximizing Engagement and ProfitabilityConnect 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.comThe FREE Website Checklist: madelynvictoriaco.com/website-checklistInstagram: https://www.instagram.com/madelynvictoriaco/View the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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:Intentional Pre-Summit Strategies: How early pitching and clear communication with speakers and attendees set summits up for success.Special Touchpoints for Attendee Delight: Leveraging personalized videos and strategic email nurturing to build trust and excitement.Automations and Tech Tools: Utilizing clever tech to streamline and automate summit logistics.Maximizing Engagement and Attendance: Keeping attendees engaged through strategic email communication.Feedback and Continuous Improvement: Collecting valuable feedback from both attendees and speakers to refine and improve future summits.Mentioned Resources (affililate links):The Black Friday Insider Summit 2025 (26 - 28 August 2025)BonjoroDeadline FunnelSummit in a BoxHello AudioConnect with Dolly DeLong:Website: https://systemsandworkflowmagic.com/Instagram: https://www.instagram.com/dollydelongeducation/Dolly's Podcast: https://systemsandworkflowmagic.com/podcastView the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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:What "At-Risk" Really Means – How to define and spot customers at risk of churning, across service, course, and membership models.The Most Telling Churn Signals by Business Type – What behaviour shifts to look for in clients, students, and members before they ghost you.Why Guessing Isn’t a Strategy – How to move away from gut feelings and toward measurable data patterns.Simple Automations That Help You Step In Early – How to trigger personal check-ins, nudges, and re-engagement workflows before it’s too late.Real Examples From Retention Lab & 1:1 Client Projects – How I use behaviour-based data and ConvertBox pop-ups to catch disengagement before it becomes a cancellation.View the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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:The real “why” behind CommsBot – How they used audience insights to spot a clear gap between “learning” and “doing,” and how the bot helps students practice communication in a safe, low-stakes way.How to avoid building a robot version of yourself – Why the goal isn’t to clone the coach, but to create a guided concierge-style support tool that amplifies what students are already learning from you.The three core functions of CommsBot – Understanding, Implementing, and Role-Playing—and why each mode was intentionally designed to align with different stages of the student journey.Behind the scenes of building the bot – How Kirsty and Ami worked together to train the GPT using transcripts, frameworks, and internal language from the course—and avoided overwhelming the bot with the wrong kind of data.AI ethics and privacy considerations – What they did to protect Kirsty’s intellectual property, set clear boundaries for the GPT, and build trust with students using the tool.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.comCommsCamp: https://www.kirstyfanton.com/commscampAmi 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-botsView the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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 ImpressionView the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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:Why PR Isn’t Just About “Being Seen” – And how it can become a sustainable loyalty and trust-building tool for your brand.Gloria’s Career Journey from Diplomat to PR Coach – Including how she cold-called the New York Times with zero connections.The CPR Pitch Framework That Gets Results – How to write a pitch that grabs attention.Free Tools to Find the Right Journalists – So you can save time and track down your next opportunity.How to Repurpose PR Features Beyond SEO – Including how to turn media mentions into nurture emails, sales assets, and trust-building proof points.Connect with Gloria Chou:FREE Masterclass: https://www.gloriachoupr.com/masterclassWebsite: https://www.gloriachoupr.comInstagram: https://instagram.com/gloriachoupr (DM Nadine for an extra freebie)LinkedIn: https://www.linkedin.com/in/gloriaychouYoutube: https://www.youtube.com/@smallbusinessprView the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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.What We Explore in This Episode:Why “Always Available” Can Become “Never Accessed” – How resource overload and busy lives like to get in the way.The Role of Ongoing Onboarding and Strategic Touchpoints – Why helping members settle in isn’t enough.How to Make Old Content Feel Fresh and Timely – From monthly themes to curated pathways and spotlights.The Power of Context, Micro Wins, and Estimated Completion Times – How small tweaks increase click-throughs and completion rates.Low-Lift Accountability That Doesn’t Drain Your Time – Rewards, recognition, and small moments of support that keep people coming back.View the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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).What We Explore in This Episode:Why Most Businesses Ghost Customers After a Sale – And how that’s a missed opportunity for deeper connection and repeat sales.How to Stay Front of Mind Without Constantly Pitching – What to say, share, and show in between launches.Small Touches That Build Big Loyalty – Think check-ins, celebrations, and personalized nudges that show you care.Post-Purchase Experiences That Actually Support the Buyer – Why “value delivery” shouldn’t stop after they hit buy.How to Use Behavior Cues to Guide the Next Sale – Let your customers show you when they’re ready to buy again.View the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.