I’m kicking off 2026 with a shift that’s quietly changing the way we do business. In this bite-sized solo episode, I reflect on my Word of the Year: Community. And what it means for the online space, the rise (and fall) of self-paced resources, and why real human connection is back in the spotlight.
Tune in to hear how I’m reshaping my offers and showing up differently this year, from evolving my 1:1 services to infusing more connection into my signature membership, Retention Lab. Whether you're feeling the pull towards more meaningful conversations or are just tired of figuring things out alone, this episode will meet you where you're at.
What We Cover:
View the episode transcript here.
Where to from here?
Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!
Find out how you can get my strategic customer experience brain on your brand here.
Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!
Check out my favourite CX tools and resources here.
😍 Love the show?
Hit subscribe or follow so you never miss a new episode.
Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).
Leave a positive review to help the show get found by more small business owners just like you. To leave a review:
👉 Find What Would They Do? on Apple Podcasts
👉 Scroll to ‘Ratings & Reviews’
👉 Tap on the stars to rate the show before writing a review
Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.
As 2025 winds down, I’m pulling back the curtain on what this rollercoaster of a year really looked like behind the scenes in my business.
From record-breaking months to dips that tested my resilience, this transparent wrap-up is part celebration, part reflection, and part forecast. I’ll walk you through the hard numbers, the honest lessons, and how all of it is shaping my focus for 2026 (spoiler alert: community is front and centre).
Inside this episode, I share:
View the episode transcript here.
Where to from here?
Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!
Find out how you can get my strategic customer experience brain on your brand here.
Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!
Check out my favourite CX tools and resources here.
😍 Love the show?
Hit subscribe or follow so you never miss a new episode.
Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).
Leave a positive review to help the show get found by more small business owners just like you. To leave a review:
👉 Find What Would They Do? on Apple Podcasts
👉 Scroll to ‘Ratings & Reviews’
👉 Tap on the stars to rate the show before writing a review
Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.
Shelley Hitz, founder of Christian Book Academy and Retention Lab Incubator member, submitted a brilliant question: “What should I actually do with all the member testimonials I’ve collected?” This bite-sized episode breaks down exactly how to repurpose, categorize, and embed testimonials across your funnel, from the first touchpoint to retention and affiliate advocacy.
Whether you’ve got a few nice words or full-blown case studies, this episode gives you a strategic framework to finally make your testimonials work harder.
What we cover:
Check out the Client Cast Formula to launch your own private case study podcast here.
View the episode transcript here.
Where to from here?
Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!
Find out how you can get my strategic customer experience brain on your brand here.
Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!
Check out my favourite CX tools and resources here.
😍 Love the show?
Hit subscribe or follow so you never miss a new episode.
Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).
Leave a positive review to help the show get found by more small business owners just like you. To leave a review:
👉 Find What Would They Do? on Apple Podcasts
👉 Scroll to ‘Ratings & Reviews’
👉 Tap on the stars to rate the show before writing a review
Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.
In this episode, I’m joined by data strategist and Akari Digital founder, Ally Anderson, to tackle a question that keeps many business owners awake at night:
“My funnel gets plenty of traffic, but no one is buying. Where do I start?”
This conversation picks up where Episode 40 with copywriter Laura Kendrick left off. In that episode we explored conversion problems from an emotional and messaging perspective. Today, we zoom in on the data side, and how to pinpoint and fix bottlenecks strategically so your funnels convert more consistently.
If you’ve ever stared at your metrics wondering why your funnels aren’t converting, this conversation is your blueprint. Ally and I unpack how to diagnose bottlenecks, simplify your data, and use smart tracking to improve conversion rates without having to become a full-time analyst. We explore how customer experience and messaging intersect with metrics, and why simplifying your offers and funnel steps can dramatically improve results.
What we cover:
The Funnel Friction Audit
How to map your customer journey beyond open rates and click rates to uncover the real leaks in your funnel.
Simplifying Data Tracking
Why eight to twelve core metrics (not 87 dashboards) will tell you everything you need to know.
Spotting and Fixing Bottlenecks
Simple ways to calculate where prospects drop off, and how to prioritise your tests for the biggest impact.
Customer Experience Meets Metrics
How friction, confusion or lack of clarity kills conversions, and easy fixes you can apply today.
Less Is More: Designing Offers for Action
Why breaking big promises into smaller wins can boost opt-ins, completions and sales.
Real-Life Tweaks, Real Results
Ally shares examples of tiny homepage and opt-in tweaks that doubled and tripled conversions overnight.
Connect with Ally Anderson:
Website: https://akaridigital.ca/
Instagram: https://www.instagram.com/akaridigital/
Grab Ally's Launch Leak Finder tool for only $7 with coupon code NADINE to help you pinpoint your funnel’s bottlenecks and test potential improvements without the overwhelm.
View the episode transcript here.
Where to from here?
Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!
Find out how you can get my strategic customer experience brain on your brand here.
Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!
Check out my favourite CX tools and resources here.
😍 Love the show?
Hit subscribe or follow so you never miss a new episode.
Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).
Leave a positive review to help the show get found by more small business owners just like you. To leave a review:
👉 Find What Would They Do? on Apple Podcasts
👉 Scroll to ‘Ratings & Reviews’
👉 Tap on the stars to rate the show before writing a review
Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.
In today’s episode, we’re diving into personal touches, handwritten moments, and how to make your customers feel truly seen, even if they’re scattered around the globe.
We’re answering this listener question:
“I would love to welcome all new members with a personal touch, but they’re scattered all over the world and it seems too complex and costly. What are my options?”
To help unpack this, I’m joined by David Wachs, founder of Handwrytten, a tech-enabled platform that makes sending physical handwritten cards as simple as sending an email. We explore the power of thoughtful gestures, why inbox fatigue is real (and growing), and how to scale meaningful experiences without burning yourself out.
Keen to try Handwritten?Save 10% on your Handwrytten cards with signup code nadinenethery
Whether you’re a service provider, a membership founder, or a course creator, this episode will show you how to stand out in a sea of digital noise by doubling down on what makes you (and your customers) human.
My long-term 1:1 client and Retention Lab member Josh Goldsmith is joining us inside the Lab in December to share exactly how he automates handwritten touchpoints in his business with Handwrytten. You’ll want a front-row seat for that!
What we cover:
Why retention and loyalty hinge on making people feel seen
What makes handwritten notes so emotionally powerful
Surprising findings from Handwrytten’s 2022 and 2025 consumer outreach surveys
Real examples of how brands increased revenue, loyalty, and LTV through handwritten outreach
How to balance automation and authenticity when scaling personal touches
Where AI belongs in the personalization journey, and where it doesn’t
Why intention is more important than handwriting, and how to keep it personal at scale
Connect with David Wachs:
David's Instragram: https://www.instagram.com/dbwachs
Handwrytten's Instagram: https://www.instagram.com/handwrytten
View the episode transcript here.
Where to from here?
Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!
Find out how you can get my strategic customer experience brain on your brand here.
Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!
Check out my favourite CX tools and resources here.
😍 Love the show?
Hit subscribe or follow so you never miss a new episode.
Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).
Leave a positive review to help the show get found by more small business owners just like you. To leave a review:
👉 Find What Would They Do? on Apple Podcasts
👉 Scroll to ‘Ratings & Reviews’
👉 Tap on the stars to rate the show before writing a review
Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.
In today’s episode, we’re exploring the concept of hyper-personalization, and how you can create a standout customer journey using the email platform you’re already using.
This episode answers a brilliant listener question:
“I would love to personalize my customer experience, but I feel I'm missing the tech tools to make it happen.”
The good news? You don’t need a fancy tech stack or a marketing team to make personalization work for you. All you need is a strategic mindset, your email platform, and a willingness to go one step further than most.
From segmenting your list based on behavior and past purchases to setting up simple but powerful trigger links and conditional content, I’ll show you how to turn basic tools into a personalized customer experience engine.
What we cover:
Try Drip for FREE (no credit card required) right here. (affiliate link)
View the episode transcript here.
Where to from here?
Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!
Find out how you can get my strategic customer experience brain on your brand here.
Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!
Check out my favourite CX tools and resources here.
😍 Love the show?
Hit subscribe or follow so you never miss a new episode.
Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).
Leave a positive review to help the show get found by more small business owners just like you. To leave a review:
👉 Find What Would They Do? on Apple Podcasts
👉 Scroll to ‘Ratings & Reviews’
👉 Tap on the stars to rate the show before writing a review
Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.
Today’s listener question: “I’m speaking to the right audience and I have a proven offer, but conversions in my launches have stalled. Where could the problem be?” In this episode, I’m joined by fellow copywriter and holistic launch strategist Laura Kendrick to unpack the hidden friction points that quietly tank conversions, even when your offer and audience are a match.
From treating your launch as a full marketing arc (not just cart open & cart close), to reading real-time audience signals, creating “spaciousness” in timing, and nurturing non-buyers without the ick, this episode gives you practical fixes you can implement before your next promo.
What we cover:
Holistic Launching (The Full Arc): Why effective launches start months earlier
Talk to People, Then Check the Data: How live voice-of-customer conversations surface what analytics can’t
Positioning vs. Demand: A real example where interest was high but response was low because positioning was slightly off
Spaciousness = Conversions: Building more time into your runway (and even into cart open)
After the Launch: How to debrief with your list, make non-buyers feel valued, and create simple two-way touchpoints
Connect with Laura Kendrick:
Laura Kendrick is a conversion strategist and copywriting co-conspirator for ambitious online business owners who want client-forward copy that actually sells—ethically, clearly, and with their personality fully intact.
She helps founders finally market their businesses in a way that makes sense and gets results. With a big-picture view and zero tolerance for one-size-fits-all formulas, Laura helps you clarify your message, sharpen your strategy, and create a brand voice that sounds like you (just... dialed all the way in). It’s about marketing that actually fits your business and your brain.
Website: https://www.cheekycopy.co/
Instagram: https://www.instagram.com/cheekycopy/
View the episode transcript here.
Where to from here?
Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!
Find out how you can get my strategic customer experience brain on your brand here.
Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!
Check out my favourite CX tools and resources here.
😍 Love the show?
Hit subscribe or follow so you never miss a new episode.
Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).
Leave a positive review to help the show get found by more small business owners just like you. To leave a review:
👉 Find What Would They Do? on Apple Podcasts
👉 Scroll to ‘Ratings & Reviews’
👉 Tap on the stars to rate the show before writing a review
Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.
In today’s episode, we’re breaking with tradition.
This week, I’m pulling back the curtain on a delightfully strategic event I’m hosting inside Retention Lab this December: The CX Escape Room Challenge.
Are you crawling toward the end of 2025 on fumes, desperately trying to finish Black Friday strong before vanishing until January? Here’s your permission to pause for a moment.
Because now is exactly when ‘Future You’ will wish you’d laid just a few customer retention foundations. The kind that quietly keep your business growing while you rest, reset, and gear up for a successful 2026.
If you’re craving a creative, strategic way to re-energize your customer experience, and start 2026 already ahead of the game, this episode is for you.
What we cover:
Join the LIVE 3-day CX Escape Room Challenge from 2-4 December 2025 here.
View the episode transcript here.
Where to from here?
Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!
Find out how you can get my strategic customer experience brain on your brand here.
Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!
Check out my favourite CX tools and resources here.
😍 Love the show?
Hit subscribe or follow so you never miss a new episode.
Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).
Leave a positive review to help the show get found by more small business owners just like you. To leave a review:
👉 Find What Would They Do? on Apple Podcasts
👉 Scroll to ‘Ratings & Reviews’
👉 Tap on the stars to rate the show before writing a review
Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.
In today’s episode, we’re diving into the world of affiliate marketing, and how you can turn happy customers into powerful affiliate partners without tech overwhelm.
Our guest is Laura Sprinkle, an affiliate partnership strategist who’s worked behind the scenes of multi-million dollar launches for the likes of Amy Porterfield and Selena Soo, and who also happens to be the founder of Rootabl, the first affiliate platform built specifically for course creators.
We’re answering this listener question that I know will hit home for many online business owners:
“How can I turn happy customers into powerful affiliate partners without the tech overwhelm?”
Whether you’re affiliate-curious, just launched your own program, or want to squeeze more juice out of an existing one, this conversation is packed with actionable advice to get you moving.
If you’re looking to grow sustainably through genuine partnerships, this episode is your fast track to making that happen.
Plus, Laura will be joining us as a guest expert in an upcoming month inside Retention Lab. So if you’re ready to double down on community-driven growth, make sure you join us.
What we cover:
Connect with Laura Sprinkle:
Laura Sprinkle, founder of Rootabl, is an affiliate partnerships strategist who specializes in working with digital course and membership creators.
Her approach to partner programs has helped everyone from budding entrepreneurs to seven-figure industry leaders garner more than $44 million in affiliate revenues. Laura’s unique approach to partnerships involves creating high-touch relationships, empowering clients like Amy Porterfield, Todd Herman, and Selena Soo to bring as much fun to the process as possible.
Website: https://laurasprinkle.com/
View the episode transcript here.
Where to from here?
Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!
Find out how you can get my strategic customer experience brain on your brand here.
Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!
Check out my favourite CX tools and resources here.
😍 Love the show?
Hit subscribe or follow so you never miss a new episode.
Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).
Leave a positive review to help the show get found by more small business owners just like you. To leave a review:
👉 Find What Would They Do? on Apple Podcasts
👉 Scroll to ‘Ratings & Reviews’
👉 Tap on the stars to rate the show before writing a review
Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.
In today’s episode, we’re diving into pre-selling, Anticipation Marketing™, and how to create sales environments that build deep trust, long-term loyalty, and better-fit buyers.
We’re answering this listener question:
“How can pre-selling build a deeper trust with your audience and set the stage for long-term customer loyalty?”
To unpack this question, I’ve invited none other than Brenna McGowan, the queen of Anticipation Marketing™, the creator of the Pre-Launch Plan Program, and an advocate for launch strategies that actually feel good for you and your audience.
If you’re tired of high-pressure launch tactics, endless email blasts, and buyers who ghost after checkout, Brenna’s approach will feel like a breath of fresh air. We explore her signature framework and how pre-selling isn’t just about priming people to buy, but about attracting the right people who’ll stick around.
Brenna is also joining Retention Lab as our November guest expert on 19 November 2025. If you want access to her live training (or the replay if you're listening later), join us right here.
What we cover:
Connect with Brenna McGowan:
Brenna McGowan is a launch strategist, copywriter, and the creator of the popular online event Behind the Launch. She helps coaches, course creators, and consultants move away from hustle-based, high-pressure launches by using my signature pre-launch and Anticipation Marketing™ strategies.
Website: https://brennamcgowan.co/
Instagram: www.instagram.com/brennamcgowanco
Download Brenna's Launch Calendar
View the episode transcript here.
Where to from here?
Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!
Find out how you can get my strategic customer experience brain on your brand here.
Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!
Check out my favourite CX tools and resources here.
😍 Love the show?
Hit subscribe or follow so you never miss a new episode.
Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).
Leave a positive review to help the show get found by more small business owners just like you. To leave a review:
👉 Find What Would They Do? on Apple Podcasts
👉 Scroll to ‘Ratings & Reviews’
👉 Tap on the stars to rate the show before writing a review
Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.
In today’s episode, we’re getting into the nitty gritty of strategic audience research and the templates behind it. Specifically how to get actual insights from your surveys instead of a bunch of vague, unusable fluff.
We’re answering this listener question: “I regularly survey my audience, but I struggle to get useful answers. How can I get people to actually respond and what's important in the process so I get the right outcomes and useful responses?”
If you’ve ever sent out a survey only to hear crickets, or received responses so surface-level they left you with more questions than answers, this episode is for you.
I walk you through the entire process I use in my own business and for my 1:1 clients inside my Intensives. From setting the right survey goals and crafting powerful questions to boosting response rates and turning data into messaging gold.
If you’re making strategic decisions based on assumptions (or you’ve been procrastinating on surveying your audience altogether), this episode will give you the roadmap you need to move forward with clarity.
What we cover:
Download my FREE Strategic Survey Questions here.
View the episode transcript here.
Where to from here?
Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!
Find out how you can get my strategic customer experience brain on your brand here.
Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!
Check out my favourite CX tools and resources here.
😍 Love the show?
Hit subscribe or follow so you never miss a new episode.
Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).
Leave a positive review to help the show get found by more small business owners just like you. To leave a review:
👉 Find What Would They Do? on Apple Podcasts
👉 Scroll to ‘Ratings & Reviews’
👉 Tap on the stars to rate the show before writing a review
Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.
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.
In today’s episode, I’m exploring what it really takes to create a customer-first business (even if you’re a solo operator without a huge team, elaborate marketing budgets, or an expensive tech stack.
I break down what a customer-first mindset actually means, why it’s about consistent, small shifts rather than big, overwhelming overhauls, and how you can start making simple changes today to create remarkable experiences for your audience and customers.
From listening to customer signals and anticipating their needs to streamlining your communications and personalizing your offers, this episode is packed with practical strategies you can apply immediately, no matter the size of your business.
If you’ve been wondering how to stand out in an AI-driven online space where everyone sounds the same, this conversation will give you a clear path forward.
What we cover:
What “customer-first” really means — and why it’s not just about customer service.
How to start putting your customers in the driver’s seat of their journey.
Practical ways to leverage data and simple tools to personalize their experience.
Why small, consistent actions beat one-off “quick fixes” every time.
Low-lift strategies you can implement right now — like personal welcome videos, better FAQs, and strategic follow-ups.
View the episode transcript here.
Where to from here?
Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!
Find out how you can get my strategic customer experience brain on your brand here.
Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!
Check out my favourite CX tools and resources here.
😍 Love the show?
Hit subscribe or follow so you never miss a new episode.
Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).
Leave a positive review to help the show get found by more small business owners just like you. To leave a review:
👉 Find What Would They Do? on Apple Podcasts
👉 Scroll to ‘Ratings & Reviews’
👉 Tap on the stars to rate the show before writing a review
Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.
In this episode, I’m answering a fantastic listener question from my guest expert Kirsty Fanton from episode 24, who asked:
"Who out there is using low-tech or no-tech ways to create a stellar experience for their clients, customers, or subscribers? I’m not just talking about sending a client gift — what else is happening beyond that?"
If you’ve ever wondered how to surprise and delight your customers without expensive tools or complicated tech, this one’s for you. We dive into creative, simple, and human-centred strategies that make your audience feel seen, valued, and excited to keep engaging with your business.
I’ll share my favourite out-of-the-box customer experience ideas, why small, intentional touches matter, and how you can start cultivating loyalty without leaning on big budgets or heavy automation.
What we cover:
The Power of Creativity – Why thinking outside the box helps you stand out in a noisy online space.
Personal Video Messages – How quick, personalised videos via tools like VideoAsk or Bonjoro can deepen trust and connection.
Surprise & Delight Without Spending Big – Creative, low-cost ways to add wow moments for clients and subscribers.
Loyalty Programs for Small Businesses – How to use simple systems (even inside your email platform!) to reward action-takers and engaged clients.
View the episode transcript here.
Check out the resources I mention (affiliate links):
Bonjoro (save 15% for the lifetime of your paid plan!)
Where to from here?
Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!
Find out how you can get my strategic customer experience brain on your brand here.
Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!
Check out my favourite CX tools and resources here.
😍 Love the show?
Hit subscribe or follow so you never miss a new episode.
Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).
Leave a positive review to help the show get found by more small business owners just like you. To leave a review:
👉 Find What Would They Do? on Apple Podcasts
👉 Scroll to ‘Ratings & Reviews’
👉 Tap on the stars to rate the show before writing a review
Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.
Have you been ghosting your email list and now feel stuck on how to reconnect without sounding awkward or pushy? In this episode, I’m answering a Retention Lab member question from Cressida, founder of membership SkinGlow Codes. Her challenge? She hasn’t emailed her subscribers for over six months!
I’ll walk you through my simple, three-step plan for reintroducing yourself, warming up your audience, and rebuilding trust without relying on discounts, spammy tactics, or starting from scratch. Whether you’ve been avoiding your inbox out of fear, guilt, or overwhelm, this episode gives you the exact framework to get back on track and set up an intentional, sustainable email strategy.
What we cover:
The Starting Point – How to write an authentic, human “I’m back” email that resets expectations without being awkward.
The Three-Email Warmup Sequence – A framework for reconnecting with subscribers using tips, resources, and repurposed content that delivers value first.
From Most Engaged to Least Engaged – Why you should start with your loyal buyers, then gradually widen your reach to the rest of your list.
List Hygiene 101 – When (and why) to scrub inactive subscribers and how this boosts deliverability.
Setting Up Evergreen Support – How to create safety nets like automated re-engagement workflows and ongoing nurture sequences so you never fall behind again.
View the episode transcript here.
Where to from here?
Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!
Find out how you can get my strategic customer experience brain on your brand here.
Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!
Check out my favourite CX tools and resources here.
😍 Love the show?
Hit subscribe or follow so you never miss a new episode.
Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).
Leave a positive review to help the show get found by more small business owners just like you. To leave a review:
👉 Find What Would They Do? on Apple Podcasts
👉 Scroll to ‘Ratings & Reviews’
👉 Tap on the stars to rate the show before writing a review
Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.
Can real-life, unpolished experiences beat slick online strategies in 2025? In this episode, I chat with business strategist Holly Haynes about how she’s stripped back the polish, welcomed clients into her home (literally), and built an in-demand retreat experience that drives loyalty, transformation, and word-of-mouth growth.
We unpack how Holly's in-home retreats don’t just create impact in the moment, but scale trust, boost referrals, and turn attendees into repeat clients. You’ll also hear how intentional pre-work, a touch of surprise and delight, and a whole lot of humanity can make your events unforgettable without five-star resort budgets.
Whether you’ve been dreaming of hosting a retreat or want to infuse your online business with deeper connection, this episode is your permission slip and contains practical gold.
What we cover:
Connect with Holly Haynes:
Holly Haynes empowers female entrepreneurs to build thriving, scalable businesses without relying on social media hustle. A former Fortune 500 strategist, she built her own business while working full-time and raising twins—retiring herself and her husband in just two years. Now, through her coaching programs, the Crush the Rush™ Planner, and her top 100 Crush the Rush™ podcast, she’s helped thousands of women grow life-first businesses that align with their values and priorities.
Website: https://www.hollymariehaynes.com
The Crush the Rush Podcast: https://www.hollymariehaynes.com/podcast
Instagram: https://www.instagram.com/thehollymariehaynes
Listen to the free private podcast: https://www.hollymariehaynes.com/social
View the episode transcript here.
Where to from here?
Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!
Find out how you can get my strategic customer experience brain on your brand here.
Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!
Check out my favourite CX tools and resources here.
😍 Love the show?
Hit subscribe or follow so you never miss a new episode.
Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).
Leave a positive review to help the show get found by more small business owners just like you. To leave a review:
👉 Find What Would They Do? on Apple Podcasts
👉 Scroll to ‘Ratings & Reviews’
👉 Tap on the stars to rate the show before writing a review
Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.
In this bite-sized episode, I answer a listener question that will resonate with many new business owners:
“Selling in my business currently looks like this: I wait for someone to reach out and then I engage with them. How can I become more proactive in the way I support people before the purchase?”
If you’ve ever felt stuck in reactive sales mode, this episode offers a practical shift. I share smart, scalable ways to engage with your warm leads before they hit the “buy” button to build confidence, trust, and momentum at exactly the right time. From clever email triggers to personalised touchpoints and strategic storytelling, tune in to learn how to support your future customers without feeling pushy or invasive… with examples taken straight from my business.
What we cover:
Check out my Client Cast Formula Course to help you launch a choose-your-own-adventure private case study podcast for your business.
View the episode transcript here.
Where to from here?
Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!
Find out how you can get my strategic customer experience brain on your brand here.
Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!
Check out my favourite CX tools and resources here.
😍 Love the show?
Hit subscribe or follow so you never miss a new episode.
Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).
Leave a positive review to help the show get found by more small business owners just like you. To leave a review:
👉 Find What Would They Do? on Apple Podcasts
👉 Scroll to ‘Ratings & Reviews’
👉 Tap on the stars to rate the show before writing a review
Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.
If your customers had to choose between speed, clarity, or delight, what do you think they'd pick? In this special insights-packed episode, I answer that very question based not on gut instinct, but on hard data from my 2025 State of the Customer Survey.
I reveal 3 powerful (and surprising!) truths about how business owners view their own customer experience, and how that stacks up against what customers actually value. From the automation gap and personalization pitfalls, to the truth about acquisition vs retention across business models, this episode is your data-backed wake-up call to do CX differently.
Tune in for sneak peeks of the full report, get your hands on the free 30-page Report, and discover how to join the Retention Lab for a LIVE walkthrough of what it all means for your business on 16 September 2025.
What we cover:
View the episode transcript here.
Where to from here?
Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!
Find out how you can get my strategic customer experience brain on your brand here.
Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!
Check out my favourite CX tools and resources here.
😍 Love the show?
Hit subscribe or follow so you never miss a new episode.
Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).
Leave a positive review to help the show get found by more small business owners just like you. To leave a review:
👉 Find What Would They Do? on Apple Podcasts
👉 Scroll to ‘Ratings & Reviews’
👉 Tap on the stars to rate the show before writing a review
Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.
In this episode, I answer a powerful listener question: “I'm considering a loyalty program for my online business, but can't afford to discount my offers. What are the alternatives?”
If you’ve ever felt caught between wanting to reward your most loyal customers and the fear of undercutting your pricing structure, this episode is a must-listen. I share why discounts aren’t the only (or the best) way to nurture loyalty, and what to do instead. Whether you’re a service provider, course creator, or membership owner, you’ll walk away with practical, high-impact loyalty strategies that protect your margins and strengthen your customer relationships.
From surprise-and-delight perks to status-based incentives, this episode is packed with creative, conversion-smart ideas you can apply right away without touching your pricing.
What we cover:
View the episode transcript here.
Where to from here?
Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!
Find out how you can get my strategic customer experience brain on your brand here.
Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!
Check out my favourite CX tools and resources here.
😍 Love the show?
Hit subscribe or follow so you never miss a new episode.
Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).
Leave a positive review to help the show get found by more small business owners just like you. To leave a review:
👉 Find What Would They Do? on Apple Podcasts
👉 Scroll to ‘Ratings & Reviews’
👉 Tap on the stars to rate the show before writing a review
Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.
In this episode, we’re answering a common (and slightly painful) question:
“Why isn’t my beautiful website converting?”
I chat with Showit web designer and marketing strategist Madelyn Furlong to explore why a stunning design isn’t enough, and what you can do to make your website start pulling its weight.
Whether you’re in the middle of a new website launch, a website refresh, or just wondering why your site visitors aren’t turning into clients, this conversation is packed with practical fixes and real-world examples to help you get results.
What we cover:
00:00 Introduction to Website Effectiveness
02:33 Understanding the Role of a Website in Customer Journey
04:27 The Importance of Design and Strategy
06:32 Auditing Existing Websites for Improvement
09:02 Actionable Tweaks for Instant Conversion Boosts
11:14 Client Success Stories and Lessons Learned
13:25 Exploring AI in Marketing Strategies
21:46 Unlocking Website Potential: Essential Updates
22:13 Maximizing Engagement and Profitability
Connect with Madelyn:
Having a standout marketing strategy doesn’t mean you have to share a new post every day that end in -y!
That’s where Madelyn comes in. She helps small businesses create ShowIt websites and engaging social media content so they can turn their leads into sales.
Website: https://madelynvictoriaco.com
The FREE Website Checklist: madelynvictoriaco.com/website-checklist
Instagram: https://www.instagram.com/madelynvictoriaco/
View the episode transcript here.
Where to from here?
Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!
Find out how you can get my strategic customer experience brain on your brand here.
Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!
Check out my favourite CX tools and resources here.
😍 Love the show?
Hit subscribe or follow so you never miss a new episode.
Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).
Leave a positive review to help the show get found by more small business owners just like you. To leave a review:
👉 Find What Would They Do? on Apple Podcasts
👉 Scroll to ‘Ratings & Reviews’
👉 Tap on the stars to rate the show before writing a review
Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.