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 conversions
• What invisible churn is (and how it’s affecting your business)
• The real reason your best-fit clients aren’t buying
• The subtle messaging mistakes that quietly push people away
• How to diagnose where your customer journey is breaking down

View the episode transcript here.

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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 stuck
• How to create launches that work with your energy, not against it
• The power of waitlists and warm-up sequences
• Why follower count is overrated (and warmth is everything)
• The mindset work behind hitting bigger launch milestones
• Why community and in-person connection may be the future of launches
• The growing tension between being a service provider vs. being a creator in the AI era

Connect with Kelsey McCormick:

Website: https://cominguproses.co/

The Warm Waitlist Week: cominguproses.co/www

Podcast: cominguproses.co/warmup

View the episode transcript here.

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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 creepy
• The 3 levels of personalisation (coffee shop edition)
• How to apply this to your online business

View the episode transcript here.

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

“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 growing
• What a broken customer journey actually looks like in an online business
• Why friction kills momentum (and momentum is what drives conversions)
• How to create a strategic customer journey that reduces churn and increases lifetime value

View the episode transcript here.

Learn more about the CX Catalyst here.

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

“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 ever
• How AI is impacting personal branding — for better and worse
• How to “chunk down” your expertise so your audience can digest it
• How authenticity strengthens the entire customer journey

Connect with Suz Chadwick:

Website: https://suzchadwick.com/

Podcast: https://suzchadwick.com/podcast/

Instagram: www.instagram.com/suzchadwick

View the episode transcript here.

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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:

1. 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.
2. How She Designed a Free Experience That Converts Without Guilt – Her intentional structure gave value while gently introducing a $29 paid upgrade.
3. The VIP Upgrade Strategy That Worked (Without Pushy Tactics) – Lifetime access, deeper tutorials, a printed workbook, and community connection.
4. The Human Touch That Set Her Apart – Live playdates, personal pep talks, and consistent support helped participants feel seen and safe.
5. 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.com

Email List: https://www.bbhenry.com/email

Classes: https://www.bbhenrystudio.com

Instagram: https://www.instagram.com/bbhenry_art/

YouTube: https://www.youtube.com/c/BBHenryArt

View the episode transcript here.

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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.com

CommsCamp: https://www.kirstyfanton.com/commscamp

Ami is the AI-obsessed copywriter behind Damn Write — where she helps fellow chaotic creatives turn their “too much” or “too weird” into a brand, a bot + a biz that feels like a revelation.

And when she’s not conjuring up Brand Bibles and sales copy, she’s deep in the AI underworld: building custom GPT bots for course creators who wanna scale without selling their souls.

Website: https://www.damnwrite.com.au/

Ami's Custom AI Course Bot Service: https://www.damnwrite.com.au/ai-course-bots

View the episode transcript here.

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

In this insightful episode, I’m joined by Ash McDonald, a therapist-turned-business strategist who specializes in cultivating psychologically safe and meaningful group environments.

We’re answering the questions:”How would you cultivate safe group spaces where clients show up AND truly connect?” and explore the essential factors that encourage genuine connection, active participation, and emotional safety in group coaching programs and memberships.

If you're struggling with low engagement, superficial interactions, or burnout from managing group spaces, this episode provides actionable insights to transform your client communities.

What we cover:

Why Many Group Programs Fail to Engage – Understanding common pitfalls that prevent genuine connection and participation among group members.

Leading with Vulnerability – How coaches showing authentic vulnerability can dramatically improve client engagement and openness.

Human-First Approach to Coaching – Why prioritizing human connection and authenticity over polished perfection can deepen relationships and improve outcomes.

Effective Boundary Setting in Groups – How clear communication and boundary-setting protect your energy as a facilitator and improve group dynamics.

Automating Client Care Without Losing the Human Touch – Using strategic automations paired with personal check-ins to maintain meaningful relationships efficiently.

Connect with Ash McDonald:

Ash McDonald is a former therapist turned therapeutic mentor and business coach who helps high-achieving women stop running on stress and start leading from self-trust. With over a decade of experience guiding deep transformation, she’s known for blending psychological insight with soul-deep strategy — helping women shift their inner world so life, leadership, and business finally feel like they fit. Ash’s work centers on nervous system regulation, emotional capacity, and radical receptivity — teaching women how to hold more wealth, presence, and peace without sacrificing themselves in the process.

She’s the host of the Shamelessly Ambitious podcast and a leading voice in the movement to redefine success from the inside out.

Website: https://ashmcdonaldmentoring.com/

Instagram: https://www.instagram.com/ashmcdonald/

Freebie The Ultimate Guide to Overdelivery: https://ashmcdonaldmentoring.com/UltimateGTODA

View the episode transcript here.

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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 exists
• A massive THANK YOU to all the listeners, guests, reviewers, and collaborators
• 🎁 What’s happening during Birthday Week:
• Website scavenger hunt
• Freebies, exclusive discounts, and secret 1:1 offers
• A re-release of the top 3 most-loved episodes

View the episode transcript here.

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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 Challenge
• How the Escape Room created instant momentum and quick wins in my membership
• Why the challenge worked so well even though it was mostly automated
• How I turned quiet members into active participants overnight
• What didn’t work & the lessons learned

View the episode transcript here.

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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 engagement
• How to create simple learning tracks so every student feels supported
• How accountability loops improve student follow-through
• How AI is reshaping the online course industry
• Why Amy Porterfield closing her course doesn’t mean courses are dead

Connect with Jasmine Jonte:

Website: www.cre8tion.co 

Youtube: https://www.youtube.com/@JasmineJonteCRE8TION

CustomGPT: https://www.cre8tion.co/netflix

View the episode transcript here.

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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 journey
• Dolly’s example: turning a typical photography experience into something unforgettable
• How to use onboarding forms for more than admin — and actually spark loyalty
• Bonus retention strategies for other service providers

View the episode transcript here.

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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 others
• What makes Drip so powerful for service providers, course creators and membership owners
• The mistake most people make when switching email providers
• How Shelley switched platforms without the overwhelm by joining Retention Lab Incubator
• Why choosing a better tool isn’t enough

View the episode transcript here.

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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 McDonald

Episode 31 with Holly Haynes

Episode 24 with Kirsty Fanton & Ami Williamson

Episode 42 with David Wachs

Episode 9 answering Michelle Pontvert’s member question

Episode 40 with Laura Kendrick

Episode 37 with Brenna McGowan

View the episode transcript here.

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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 themselves
• The core customer journey metrics this tool is built around
• Where to go if you want the behind-the-scenes breakdown (right here from 2-7 Feb 2026)

View the episode transcript here.

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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 sanity
• The difference between high-touch and overavailable (and why Hamilton doesn’t work Fridays)
• The power of voice notes for client intimacy & brand voice
• How to semi-systemise surprise-and-delight moments without making them robotic
• Why “delivering what you promise” is the ultimate referral strategy

Connect with Hamilton Schmid:

Free 30 min Outsourcing Strategy Call: https://calendar.app.google/tWSf2hU9SYvGqMU26

Website: www.yourvirtualcornerstone.com

Instagram: https://www.instagram.com/virtualcornerstone/

Threads: https://www.threads.com/@virtualcornerstone

View the episode transcript here.

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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 retention
• Mapping your customer experience backwards from key moments that matter
• How Retention Lab can help you make these strategies actionable

View the episode transcript here.

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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 2025
• How AI is accelerating the demand for human-first experiences
• My Word of the Year and what it means for my business
• What’s changing in Retention Lab (especially at the Starter level)
• An invitation to build, brainstorm, and grow together in 2026

View the episode transcript here.

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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 energy
• A breakdown of my stats: clients, members, podcasts, summits & bundles
• Why repeat clients and retention strategies remain my North Star
• Highlights from launching 45 podcast episodes without missing a week
• A 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 way

View the episode transcript here.

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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 format
• Strategic ways to plug testimonials into your sales, onboarding, and retention workflows
• Creative use cases you might not have thought of: like email takeovers, milestone trackers, and lead magnets built on member wins
• How to start now even if all you’ve got is a spreadsheet full of snippets

Check out the Client Cast Formula to launch your own private case study podcast here.

View the episode transcript here.

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

“My funnel gets plenty of traffic, but no one is buying. Where do I start?”

This conversation picks up where Episode 40 with copywriter Laura Kendrick left off. In that episode we explored conversion problems from an emotional and messaging perspective. Today, we zoom in on the data side, and how to pinpoint and fix bottlenecks strategically so your funnels convert more consistently.

If you’ve ever stared at your metrics wondering why your funnels aren’t converting, this conversation is your blueprint. Ally and I unpack how to diagnose bottlenecks, simplify your data, and use smart tracking to improve conversion rates without having to become a full-time analyst. We explore how customer experience and messaging intersect with metrics, and why simplifying your offers and funnel steps can dramatically improve results.

What we cover:

The Funnel Friction Audit

How to map your customer journey beyond open rates and click rates to uncover the real leaks in your funnel.

Simplifying Data Tracking

Why eight to twelve core metrics (not 87 dashboards) will tell you everything you need to know.

Spotting and Fixing Bottlenecks

Simple ways to calculate where prospects drop off, and how to prioritise your tests for the biggest impact.

Customer Experience Meets Metrics

How friction, confusion or lack of clarity kills conversions, and easy fixes you can apply today.

Less Is More: Designing Offers for Action

Why breaking big promises into smaller wins can boost opt-ins, completions and sales.

Real-Life Tweaks, Real Results

Ally shares examples of tiny homepage and opt-in tweaks that doubled and tripled conversions overnight.

Connect with Ally Anderson:

Website: https://akaridigital.ca/

Instagram: https://www.instagram.com/akaridigital/

Grab Ally's Launch Leak Finder tool for only $7 with coupon code NADINE to help you pinpoint your funnel’s bottlenecks and test potential improvements without the overwhelm.

View the episode transcript here.

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

We’re answering this listener question:

“I would love to welcome all new members with a personal touch, but they’re scattered all over the world and it seems too complex and costly. What are my options?”

To help unpack this, I’m joined by David Wachs, founder of Handwrytten, a tech-enabled platform that makes sending physical handwritten cards as simple as sending an email. We explore the power of thoughtful gestures, why inbox fatigue is real (and growing), and how to scale meaningful experiences without burning yourself out.

Keen to try Handwritten?Save 10% on your Handwrytten cards with signup code nadinenethery

Whether you’re a service provider, a membership founder, or a course creator, this episode will show you how to stand out in a sea of digital noise by doubling down on what makes you (and your customers) human.

My long-term 1:1 client and Retention Lab member Josh Goldsmith is joining us inside the Lab in December to share exactly how he automates handwritten touchpoints in his business with Handwrytten. You’ll want a front-row seat for that!

What we cover:

Why retention and loyalty hinge on making people feel seen

What makes handwritten notes so emotionally powerful

Surprising findings from Handwrytten’s 2022 and 2025 consumer outreach surveys

Real examples of how brands increased revenue, loyalty, and LTV through handwritten outreach

How to balance automation and authenticity when scaling personal touches

Where AI belongs in the personalization journey, and where it doesn’t

Why intention is more important than handwriting, and how to keep it personal at scale

Connect with David Wachs:

David's Instragram: https://www.instagram.com/dbwachs

Handwrytten's Instagram: https://www.instagram.com/handwrytten

View the episode transcript here.

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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 means
• Why personalization boosts conversions, loyalty, and engagement
• How to set up segmentation so it actually drives results
• Trigger links, custom fields, and saved segments explained
• Real-life examples of how I personalize emails within my business

Try Drip for FREE (no credit card required) right here. (affiliate link)

View the episode transcript here.

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

From treating your launch as a full marketing arc (not just cart open & cart close), to reading real-time audience signals, creating “spaciousness” in timing, and nurturing non-buyers without the ick, this episode gives you practical fixes you can implement before your next promo.

What we cover:

Holistic Launching (The Full Arc): Why effective launches start months earlier

Talk to People, Then Check the Data: How live voice-of-customer conversations surface what analytics can’t

Positioning vs. Demand: A real example where interest was high but response was low because positioning was slightly off 

Spaciousness = Conversions: Building more time into your runway (and even into cart open)

After the Launch: How to debrief with your list, make non-buyers feel valued, and create simple two-way touchpoints

Connect with Laura Kendrick:

Laura Kendrick is a conversion strategist and copywriting co-conspirator for ambitious online business owners who want client-forward copy that actually sells—ethically, clearly, and with their personality fully intact.

She helps founders finally market their businesses in a way that makes sense and gets results. With a big-picture view and zero tolerance for one-size-fits-all formulas, Laura helps you clarify your message, sharpen your strategy, and create a brand voice that sounds like you (just... dialed all the way in). It’s about marketing that actually fits your business and your brain.

Website: https://www.cheekycopy.co/

Instagram: https://www.instagram.com/cheekycopy/

View the episode transcript here.

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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 moves
• What a “retention brick” is and how to choose the right one
• 3 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 year
• What to expect inside the 3-day CX Escape Room Challenge
• Why 60 days inside Retention Lab could be your most profitable New Year plan yet

Join the LIVE 3-day CX Escape Room Challenge from 2-4 December 2025 here.

View the episode transcript here.

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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 strategy
• Why tech is not your biggest hurdle (even though it feels like it)
• Laura’s “Cycle of Profitable Partnerships” framework
• Smart strategies to invite customers into affiliate partnerships (without being sleazy)
• How to activate affiliates and give them the best chance of success
• How to motivate more affiliates to share
• Easy 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 Website

View the episode transcript here.

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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 Marketing
• How to create a low-pressure sales environment that converts better
• The surprising link between pre-selling and customer retention
• Smart ways to front-load trust and reduce refund requests
• The one thing Brenna recommends you must do weekly during pre-launch
• How audience research shapes magnetic messaging that resonates

Connect with Brenna McGowan:

Brenna McGowan is a launch strategist, copywriter, and the creator of the popular online event Behind the Launch. She helps coaches, course creators, and consultants move away from hustle-based, high-pressure launches by using my signature pre-launch and Anticipation Marketing™ strategies.

Website: https://brennamcgowan.co/

Instagram: www.instagram.com/brennamcgowanco

Download Brenna's Launch Calendar

View the episode transcript here.

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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 business
• How to design surveys that give you rich, usable insights
• The psychology behind what makes people actually want to respond
• Why vague questions lead to vague answers, and what to ask instead
• How I helped a client get over 500 strategic responses for a membership survey
• The role of segmenting, branching, and user experience in survey design
• How to turn survey responses into content, sales copy, and retention strategies

Download my FREE Strategic Survey Questions here.

View the episode transcript here.

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

We’re answering the questions:”How would you cultivate safe group spaces where clients show up AND truly connect?” and explore the essential factors that encourage genuine connection, active participation, and emotional safety in group coaching programs and memberships.

If you're struggling with low engagement, superficial interactions, or burnout from managing group spaces, this episode provides actionable insights to transform your client communities.

What we cover:

Why Many Group Programs Fail to Engage – Understanding common pitfalls that prevent genuine connection and participation among group members.

Leading with Vulnerability – How coaches showing authentic vulnerability can dramatically improve client engagement and openness.

Human-First Approach to Coaching – Why prioritizing human connection and authenticity over polished perfection can deepen relationships and improve outcomes.

Effective Boundary Setting in Groups – How clear communication and boundary-setting protect your energy as a facilitator and improve group dynamics.

Automating Client Care Without Losing the Human Touch – Using strategic automations paired with personal check-ins to maintain meaningful relationships efficiently.

Connect with Ash McDonald:

Ash McDonald is a former therapist turned therapeutic mentor and business coach who helps high-achieving women stop running on stress and start leading from self-trust. With over a decade of experience guiding deep transformation, she’s known for blending psychological insight with soul-deep strategy — helping women shift their inner world so life, leadership, and business finally feel like they fit. Ash’s work centers on nervous system regulation, emotional capacity, and radical receptivity — teaching women how to hold more wealth, presence, and peace without sacrificing themselves in the process.

She’s the host of the Shamelessly Ambitious podcast and a leading voice in the movement to redefine success from the inside out.

Website: https://ashmcdonaldmentoring.com/

Instagram: https://www.instagram.com/ashmcdonald/

Freebie The Ultimate Guide to Overdelivery: https://ashmcdonaldmentoring.com/UltimateGTODA

View the episode transcript here.

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

I break down what a customer-first mindset actually means, why it’s about consistent, small shifts rather than big, overwhelming overhauls, and how you can start making simple changes today to create remarkable experiences for your audience and customers.

From listening to customer signals and anticipating their needs to streamlining your communications and personalizing your offers, this episode is packed with practical strategies you can apply immediately, no matter the size of your business.

If you’ve been wondering how to stand out in an AI-driven online space where everyone sounds the same, this conversation will give you a clear path forward.

What we cover:

What “customer-first” really means — and why it’s not just about customer service.

How to start putting your customers in the driver’s seat of their journey.

Practical ways to leverage data and simple tools to personalize their experience.

Why small, consistent actions beat one-off “quick fixes” every time.

Low-lift strategies you can implement right now — like personal welcome videos, better FAQs, and strategic follow-ups.

View the episode transcript here.

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

"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):

Drip

Bonjoro (save 15% for the lifetime of your paid plan!)

Convertbox

Thrivecart

Airtable

Zapier

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

I’ll walk you through my simple, three-step plan for reintroducing yourself, warming up your audience, and rebuilding trust without relying on discounts, spammy tactics, or starting from scratch. Whether you’ve been avoiding your inbox out of fear, guilt, or overwhelm, this episode gives you the exact framework to get back on track and set up an intentional, sustainable email strategy.

What we cover:

The Starting Point – How to write an authentic, human “I’m back” email that resets expectations without being awkward.

The Three-Email Warmup Sequence – A framework for reconnecting with subscribers using tips, resources, and repurposed content that delivers value first.

From Most Engaged to Least Engaged – Why you should start with your loyal buyers, then gradually widen your reach to the rest of your list.

List Hygiene 101 – When (and why) to scrub inactive subscribers and how this boosts deliverability.

Setting Up Evergreen Support – How to create safety nets like automated re-engagement workflows and ongoing nurture sequences so you never fall behind again.

View the episode transcript here.

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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 engine
• Why imperfect, grassroots experiences often outperform glossy productions
• How to scale the impact of non-scalable offers through word of mouth and content
• What pre-retreat prep and post-retreat follow-ups look like inside Holly’s model
• How introverts (and messy households) can host powerful events, too

Connect with Holly Haynes:

Holly Haynes empowers female entrepreneurs to build thriving, scalable businesses without relying on social media hustle. A former Fortune 500 strategist, she built her own business while working full-time and raising twins—retiring herself and her husband in just two years. Now, through her coaching programs, the Crush the Rush™ Planner, and her top 100 Crush the Rush™ podcast, she’s helped thousands of women grow life-first businesses that align with their values and priorities.

Website: https://www.hollymariehaynes.com

The Crush the Rush Podcast: https://www.hollymariehaynes.com/podcast

Instagram: https://www.instagram.com/thehollymariehaynes

Listen to the free private podcast: https://www.hollymariehaynes.com/social

View the episode transcript here.

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

“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 yes

Check out my Client Cast Formula Course to help you launch a choose-your-own-adventure private case study podcast for your business.

View the episode transcript here.

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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 delivery
• What customers say they value most (it’s not what you think!)
• The unexpected retention patterns across different business types
• The 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 2025

View the episode transcript here.

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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.

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

“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 Effectiveness

02:33 Understanding the Role of a Website in Customer Journey

04:27 The Importance of Design and Strategy

06:32 Auditing Existing Websites for Improvement

09:02 Actionable Tweaks for Instant Conversion Boosts

11:14 Client Success Stories and Lessons Learned

13:25 Exploring AI in Marketing Strategies

21:46 Unlocking Website Potential: Essential Updates

22:13 Maximizing Engagement and Profitability

Connect with Madelyn:

Having a standout marketing strategy doesn’t mean you have to share a new post every day that end in -y!

That’s where Madelyn comes in. She helps small businesses create ShowIt websites and engaging social media content so they can turn their leads into sales.

Website: https://madelynvictoriaco.com

The FREE Website Checklist: madelynvictoriaco.com/website-checklist

Instagram: https://www.instagram.com/madelynvictoriaco/

View the episode transcript here.

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

😍 Love the show?