In today’s episode, we’re getting into the nitty gritty of strategic audience research and the templates behind it. Specifically how to get actual insights from your surveys instead of a bunch of vague, unusable fluff.
We’re answering this listener question: “I regularly survey my audience, but I struggle to get useful answers. How can I get people to actually respond and what's important in the process so I get the right outcomes and useful responses?”
If you’ve ever sent out a survey only to hear crickets, or received responses so surface-level they left you with more questions than answers, this episode is for you.
I walk you through the entire process I use in my own business and for my 1:1 clients inside my Intensives. From setting the right survey goals and crafting powerful questions to boosting response rates and turning data into messaging gold.
If you’re making strategic decisions based on assumptions (or you’ve been procrastinating on surveying your audience altogether), this episode will give you the roadmap you need to move forward with clarity.
What we cover:
Download my FREE Strategic Survey Questions here.
View the episode transcript here.
Where to from here?
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!
Join Retention Lab 🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join 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
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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?
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!
Join Retention Lab 🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join 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 today’s episode, I’m exploring what it really takes to create a customer-first business (even if you’re a solo operator without a huge team, elaborate marketing budgets, or an expensive tech stack.
I break down what a customer-first mindset actually means, why it’s about consistent, small shifts rather than big, overwhelming overhauls, and how you can start making simple changes today to create remarkable experiences for your audience and customers.
From listening to customer signals and anticipating their needs to streamlining your communications and personalizing your offers, this episode is packed with practical strategies you can apply immediately, no matter the size of your business.
If you’ve been wondering how to stand out in an AI-driven online space where everyone sounds the same, this conversation will give you a clear path forward.
What we cover:
What “customer-first” really means — and why it’s not just about customer service.
How to start putting your customers in the driver’s seat of their journey.
Practical ways to leverage data and simple tools to personalize their experience.
Why small, consistent actions beat one-off “quick fixes” every time.
Low-lift strategies you can implement right now — like personal welcome videos, better FAQs, and strategic follow-ups.
View the episode transcript here.
Where to from here?
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!
Join Retention Lab 🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join 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’m answering a fantastic listener question from my guest expert Kirsty Fanton from episode 24, who asked:
"Who out there is using low-tech or no-tech ways to create a stellar experience for their clients, customers, or subscribers? I’m not just talking about sending a client gift — what else is happening beyond that?"
If you’ve ever wondered how to surprise and delight your customers without expensive tools or complicated tech, this one’s for you. We dive into creative, simple, and human-centred strategies that make your audience feel seen, valued, and excited to keep engaging with your business.
I’ll share my favourite out-of-the-box customer experience ideas, why small, intentional touches matter, and how you can start cultivating loyalty without leaning on big budgets or heavy automation.
What we cover:
The Power of Creativity – Why thinking outside the box helps you stand out in a noisy online space.
Personal Video Messages – How quick, personalised videos via tools like VideoAsk or Bonjoro can deepen trust and connection.
Surprise & Delight Without Spending Big – Creative, low-cost ways to add wow moments for clients and subscribers.
Loyalty Programs for Small Businesses – How to use simple systems (even inside your email platform!) to reward action-takers and engaged clients.
View the episode transcript here.
Check out the resources I mention (affiliate links):
Bonjoro (save 15% for the lifetime of your paid plan!)
Where to from here?
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!
Join Retention Lab 🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join 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.
Have you been ghosting your email list and now feel stuck on how to reconnect without sounding awkward or pushy? In this episode, I’m answering a Retention Lab member question from Cressida, founder of membership SkinGlow Codes. Her challenge? She hasn’t emailed her subscribers for over six months!
I’ll walk you through my simple, three-step plan for reintroducing yourself, warming up your audience, and rebuilding trust without relying on discounts, spammy tactics, or starting from scratch. Whether you’ve been avoiding your inbox out of fear, guilt, or overwhelm, this episode gives you the exact framework to get back on track and set up an intentional, sustainable email strategy.
What we cover:
The Starting Point – How to write an authentic, human “I’m back” email that resets expectations without being awkward.
The Three-Email Warmup Sequence – A framework for reconnecting with subscribers using tips, resources, and repurposed content that delivers value first.
From Most Engaged to Least Engaged – Why you should start with your loyal buyers, then gradually widen your reach to the rest of your list.
List Hygiene 101 – When (and why) to scrub inactive subscribers and how this boosts deliverability.
Setting Up Evergreen Support – How to create safety nets like automated re-engagement workflows and ongoing nurture sequences so you never fall behind again.
View the episode transcript here.
Where to from here?
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!
Join Retention Lab 🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join 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.
Can real-life, unpolished experiences beat slick online strategies in 2025? In this episode, I chat with business strategist Holly Haynes about how she’s stripped back the polish, welcomed clients into her home (literally), and built an in-demand retreat experience that drives loyalty, transformation, and word-of-mouth growth.
We unpack how Holly's in-home retreats don’t just create impact in the moment, but scale trust, boost referrals, and turn attendees into repeat clients. You’ll also hear how intentional pre-work, a touch of surprise and delight, and a whole lot of humanity can make your events unforgettable without five-star resort budgets.
Whether you’ve been dreaming of hosting a retreat or want to infuse your online business with deeper connection, this episode is your permission slip and contains practical gold.
What we cover:
Connect with Holly Haynes:
Holly Haynes empowers female entrepreneurs to build thriving, scalable businesses without relying on social media hustle. A former Fortune 500 strategist, she built her own business while working full-time and raising twins—retiring herself and her husband in just two years. Now, through her coaching programs, the Crush the Rush™ Planner, and her top 100 Crush the Rush™ podcast, she’s helped thousands of women grow life-first businesses that align with their values and priorities.
Website: https://www.hollymariehaynes.com
The Crush the Rush Podcast: https://www.hollymariehaynes.com/podcast
Instagram: https://www.instagram.com/thehollymariehaynes
Listen to the free private podcast: https://www.hollymariehaynes.com/social
View the episode transcript here.
Where to from here?
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!
Join Retention Lab 🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join 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 bite-sized episode, I answer a listener question that will resonate with many new business owners:
“Selling in my business currently looks like this: I wait for someone to reach out and then I engage with them. How can I become more proactive in the way I support people before the purchase?”
If you’ve ever felt stuck in reactive sales mode, this episode offers a practical shift. I share smart, scalable ways to engage with your warm leads before they hit the “buy” button to build confidence, trust, and momentum at exactly the right time. From clever email triggers to personalised touchpoints and strategic storytelling, tune in to learn how to support your future customers without feeling pushy or invasive… with examples taken straight from my business.
What we cover:
Check out my Client Cast Formula Course to help you launch a choose-your-own-adventure private case study podcast for your business.
View the episode transcript here.
Where to from here?
Check out the resources I mention (affiliate links):
Bonjoro (save 15% for the lifetime of your paid plan!)
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!
Join Retention Lab 🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join 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 your customers had to choose between speed, clarity, or delight, what do you think they'd pick? In this special insights-packed episode, I answer that very question based not on gut instinct, but on hard data from my 2025 State of the Customer Survey.
I reveal 3 powerful (and surprising!) truths about how business owners view their own customer experience, and how that stacks up against what customers actually value. From the automation gap and personalization pitfalls, to the truth about acquisition vs retention across business models, this episode is your data-backed wake-up call to do CX differently.
Tune in for sneak peeks of the full report, get your hands on the free 30-page Report, and discover how to join the Retention Lab for a LIVE walkthrough of what it all means for your business on 16 September 2025.
What we cover:
View the episode transcript here.
Where to from here?
Check out the resources I mention (affiliate links):
Bonjoro (save 15% for the lifetime of your paid plan!)
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!
Join Retention Lab 🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join 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 answer a powerful listener question: “I'm considering a loyalty program for my online business, but can't afford to discount my offers. What are the alternatives?”
If you’ve ever felt caught between wanting to reward your most loyal customers and the fear of undercutting your pricing structure, this episode is a must-listen. I share why discounts aren’t the only (or the best) way to nurture loyalty, and what to do instead. Whether you’re a service provider, course creator, or membership owner, you’ll walk away with practical, high-impact loyalty strategies that protect your margins and strengthen your customer relationships.
From surprise-and-delight perks to status-based incentives, this episode is packed with creative, conversion-smart ideas you can apply right away without touching your pricing.
What we cover:
View the episode transcript here.
Where to from here?
Check out the resources I mention (affiliate links):
Bonjoro (save 15% for the lifetime of your paid plan!)
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!
Join Retention Lab 🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join 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, we’re answering a common (and slightly painful) question:
“Why isn’t my beautiful website converting?”
I chat with Showit web designer and marketing strategist Madelyn Furlong to explore why a stunning design isn’t enough, and what you can do to make your website start pulling its weight.
Whether you’re in the middle of a new website launch, a website refresh, or just wondering why your site visitors aren’t turning into clients, this conversation is packed with practical fixes and real-world examples to help you get results.
What we cover:
00:00 Introduction to Website Effectiveness
02:33 Understanding the Role of a Website in Customer Journey
04:27 The Importance of Design and Strategy
06:32 Auditing Existing Websites for Improvement
09:02 Actionable Tweaks for Instant Conversion Boosts
11:14 Client Success Stories and Lessons Learned
13:25 Exploring AI in Marketing Strategies
21:46 Unlocking Website Potential: Essential Updates
22:13 Maximizing Engagement and Profitability
Connect with Madelyn:
Having a standout marketing strategy doesn’t mean you have to share a new post every day that end in -y!
That’s where Madelyn comes in. She helps small businesses create ShowIt websites and engaging social media content so they can turn their leads into sales.
Website: https://madelynvictoriaco.com
The FREE Website Checklist: madelynvictoriaco.com/website-checklist
Instagram: https://www.instagram.com/madelynvictoriaco/
View the episode transcript here.
Where to from here?
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!
Join Retention Lab 🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join 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 welcome Dolly DeLong, Systems and Workflow Wizard, and experienced virtual summit host, to demystify virtual summits and reveal the special touches that create outstanding attendee experiences.
Dolly shares her strategic approach for the upcoming Black Friday Insider Summit, from early speaker pitching to thoughtful automations, ensuring smooth execution and attendee engagement.
Swipe Dolly’s approach to clear communication, meticulous planning, and intentional nurturing of attendees and speakers alike for your first or next summit.
What we cover:
Mentioned Resources (affililate links):
The Black Friday Insider Summit 2025 (26 - 28 August 2025)
Connect with Dolly DeLong:
Website: https://systemsandworkflowmagic.com/
Instagram: https://www.instagram.com/dollydelongeducation/
Dolly's Podcast: https://systemsandworkflowmagic.com/podcast
View the episode transcript here.
Where to from here?
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!
Join Retention Lab 🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!
Check out my favourite CX tools and resources here.
😍 Love the show?
Hit subscribe or follow so you never miss a new episode.
Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).
Leave a positive review to help the show get found by more small business owners just like you. To leave a review:
👉 Find What Would They Do? on Apple Podcasts
👉 Scroll to ‘Ratings & Reviews’
👉 Tap on the stars to rate the show before writing a review
Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.
Join me as I answer the question: “How can I use the data I have available to me to keep my best customers?”
If you've ever been blindsided by a cancelled retainer, course dropout, or membership churn, this one’s for you. Join me as I walk through simple but powerful ways to identify early warning signs, set up automations, and take timely action before a client ghosts you or clicks "cancel."
Whether you’re a service provider, course creator, or membership site owner, these customer retention strategies can help you step away from gut feelings and toward data-driven action.
What we cover:
View the episode transcript here.
Where to from here?
Find out how you can get my strategic customer experience brain on your brand here.
Binge-listen to Mastering CX, the FREE private customer experience podcast with 24 bite-sized tips, tricks & strategies to create a REMARKABLE brand experience before, during and after the purchase. Listen FREE 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!
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:
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?
Find out how you can get my strategic customer experience brain on your brand here.
Binge-listen to Mastering CX, the FREE private customer experience podcast with 24 bite-sized tips, tricks & strategies to create a REMARKABLE brand experience before, during and after the purchase. Listen FREE 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!
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 final episode of the Four Seasons of the Customer Journey mini-series, we explore the most overlooked and most powerful phase of the customer journey: Winter, the season of loyalty and long-term retention.
This episode is a must-listen for service providers, course creators, and membership owners who want to go beyond making the sale and build lasting customer relationships that result in repeat business, referrals, and a thriving community.
Let’s break down what to do after the purchase is made, how to deliver meaningful moments that feel like a warm hug, and the specific retention strategies I’m using inside Retention Lab to wow my customers long after checkout.
What we cover:
Why Winter Is the Most Strategic Season in the Customer Journey – It’s not the end of the sale, it’s the beginning of brand loyalty.
What Customers Are Looking for After They Buy – Signals that they made the right decision, next steps, and ongoing support.
Why Loyalty Must Be Earned (and Re-Earned) – The first purchase is not the finish line. It’s the first step in a long-term relationship.
Retention Tactics for Service Providers, Course Creators & Membership Hosts – Practical strategies tailored to your business model.
How I Use Email, Milestones, and Surprise Rewards in my Membership – Including a clever engagement system and referral program.
View the episode transcript here.
Where to from here?
Find out how you can get my strategic customer experience brain on your brand here.
Binge-listen to Mastering CX, the FREE private customer experience podcast with 24 bite-sized tips, tricks & strategies to create a REMARKABLE brand experience before, during and after the purchase. Listen FREE 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!
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 part three of the Four Seasons of the Customer Journey mini-series, we dive into Autumn: the season of decision.
That’s when your dream customer is asking themselves: “Can I trust this person with my money, and will this actually work for me?”
This episode is packed with practical ways to support the decision-making process without pressure, fake urgency, or pushy sales tactics. Whether you’re a service provider, course creator, or membership owner, you’ll learn how to turn almost ready into absolutely yes with confidence and integrity.
What we cover:
What Autumn Looks Like in the Customer Journey – When potential customers weigh up their options and need clarity, not pressure.
How to Support a Decision Without Selling Hard – Clarifying your offer and reducing risk so customers feel confident saying yes (or no).
Smart Touch Points for Different Business Models – What to include in your service pages, sales emails, and offers to nudge hesitant buyers.
How to Use Testimonials, Case Studies, and Personal Touches – From sample deliverables to private podcasts and personal video messages.
Why the Goal Isn’t More Sales, but the Right Sales – Helping the right people decide, not convincing everyone.
View the episode transcript here.
Use Bonjoro to send personalized video messages and get 15% off the liftetime of your plan with my affiliate link.
Where to from here?
Find out how you can get my strategic customer experience brain on your brand here.
Binge-listen to Mastering CX, the FREE private customer experience podcast with 24 bite-sized tips, tricks & strategies to create a REMARKABLE brand experience before, during and after the purchase. Listen FREE 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!
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 second episode of the Four Seasons of the Customer Journey mini-series, we dive into Summer, the season of engagement.
From subscribing to your emails to bingeing your podcast or attending your webinars, this is when your dream clients are actively paying attention, and deciding whether you’re worth the next step. We explore practical, non-pushy strategies to build trust, spark connection, and gently guide customers toward a confident yes as a service-provider, course creator and membership site owner.
What we cover:
What Summer Looks Like in the Customer Journey – When your audience is no longer browsing but listening, reading, and leaning in.
The Importance of Engagement Before the Sale – And why pushing too soon can backfire.
Email, Content & Nurture Touchpoints That Build Confidence – Tips for service providers, course creators, and membership site owners.
How to Personalize the Journey Without Overcomplicating It – Using behavior-based automation and subtle emotional signals.
Real-Life Examples From My Retention Lab Launch – Including a clever strategy that turned curiosity into conversions.
View the episode transcript here.
Where to from here?
Find out how you can get my strategic customer experience brain on your brand here.
Binge-listen to Mastering CX, the FREE private customer experience podcast with 24 bite-sized tips, tricks & strategies to create a REMARKABLE brand experience before, during and after the purchase. Listen FREE 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!
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, we kick off a 4-week mini series exploring the four seasons of the customer journey. First up is Spring: that powerful moment when a potential customer becomes aware of a problem or desire and starts looking for a solution.
We explore how service providers, course creators, and membership site owners can meet potential customers right there, build trust, and gently guide them forward without pushing for the sale.
This episode is your go-to for crafting clear, inviting, and customer-first brand touchpoints that turn curious browsers into long-term fans.
What we cover:
What “Spring” Looks Like in the Customer Journey – Awareness, curiosity, and early research before they ever click “buy.”
Why Discoverability and Trust Are Everything in This Season – And how to show up when your audience doesn’t even know they need you yet.
Tips for Service Providers, Course Creators and Membership Site Owners to Create a Standout First Impression
View the episode transcript here.
Where to from here?
Find out how you can get my strategic customer experience brain on your brand here.
Binge-listen to Mastering CX, the FREE private customer experience podcast with 24 bite-sized tips, tricks & strategies to create a REMARKABLE brand experience before, during and after the purchase. Listen FREE 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!
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’m joined by PR coach and visibility expert, Gloria Chou, to unpack how small business owners can leverage media features to build short-term visibility as well as long-term brand loyalty—without big budgets, agencies, or insider connections.
Gloria shares her signature CPR Pitching Framework, powerful free tools to find the right journalists, and mindset shifts that help you feel worthy of showing up in the media. Whether you’re brand new to pitching or ready to expand your visibility strategy beyond social media, this episode is your permission slip to get featured, and get remembered.
What we cover:
Connect with Gloria Chou:
FREE Masterclass: https://www.gloriachoupr.com/masterclass
Website: https://www.gloriachoupr.com
Instagram: https://instagram.com/gloriachoupr (DM Nadine for an extra freebie)
LinkedIn: https://www.linkedin.com/in/gloriaychou
Youtube: https://www.youtube.com/@smallbusinesspr
View the episode transcript here.
Where to from here?
Find out how you can get my strategic customer experience brain on your brand here.
Binge-listen to Mastering CX, the FREE private customer experience podcast with 24 bite-sized tips, tricks & strategies to create a REMARKABLE brand experience before, during and after the purchase. Listen FREE 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!
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 answer a question from Caryn Gillen, business coach for coaches and my guest from episode 15, who recently launched a membership and wants to know:
“How do I keep members engaged and using the content that’s always available to them?”
It’s a common challenge: we create valuable membership libraries, but members forget what’s inside or never get around to exploring it. In this episode, I share practical, low-effort strategies to help you bring existing content back into the spotlight without adding more to your plate.
This episode is a goldmine for membership owners who want to reduce churn, increase member satisfaction, and make the most of what they’ve already created.
View the episode transcript here.
Where to from here?
Find out how you can get my strategic customer experience brain on your brand here.
Binge-listen to Mastering CX, the FREE private customer experience podcast with 24 bite-sized tips, tricks & strategies to create a REMARKABLE brand experience before, during and after the purchase. Listen FREE 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!
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 answers an anonymous listener question that hits at the heart of customer retention:
“How do I keep my customers engaged between purchases?”
While most businesses chase new leads and visibility, I break down why your existing customers are your most valuable asset, and how staying connected between purchases builds trust, loyalty, and repeat business.
You’ll learn actionable ways to show up consistently, support your customers post-purchase, and create a brand experience that keeps them coming back (not because they’re being sold to, but because they feel seen, supported, and valued).
View the episode transcript here.
Where to from here?
Find out how you can get my strategic customer experience brain on your brand here.
Binge-listen to Mastering CX, the FREE private customer experience podcast with 24 bite-sized tips, tricks & strategies to create a REMARKABLE brand experience before, during and after the purchase. Listen FREE 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!
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.
