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

In this behind-the-scenes episode, I share the real-life evolution of my membership, from Copy Confidence Collective to the newly relaunched Retention Lab. This isn’t just a rebrand—it’s a strategic shift rooted in member feedback, gut instinct, and engagement data. I explore why I made the change, how I involved my members in the process, and what the new structure and focus look like. If you’ve...

In this episode, I flip the script and answer a question I was originally asked to answer during a recent guest podcast interview: “What’s the process you follow for creating standout customer experiences?” There was only so much detail I could get into as during my chat with the podcast host, but this is where I walk you through my step-by-step framework for designing and improving customer journ...

In this episode, I answer a powerful listener question: “I can't seem to get my customers to buy from me beyond that first purchase. What does it really take to turn a first-time buyer into a long-term loyal customer?” Join me as I break down the key elements of customer retention, showing that it’s not just about delivering a product or service, but about creating an emotional, memorable experien...

In this episode, I answer a listener question about how to nurture different types of buyers—one-on-one service clients vs. digital product/course buyers—through email marketing and clever email segmentation Thankfully, having multiple offers and audiences doesn’t mean you need to make your email strategy overly complex. Instead, leverage smart segmentation and strategic nurture sequences to serve...

In this episode, I answer a listener question around how to clearly communicate the value of a high-ticket one-on-one coaching offer without assigning arbitrary price tags to individual inclusions. We’ve all seen those sales pages that claim a $99 product contains $5,000 worth of value, which can feel misleading and damaging to your brand and offer trust. Instead of relying on inflated numbers, I...

In this episode, I answer a subscriber question about how to create a five-star client experience for high-ticket one-on-one services and VIP days. Because as it turns out, premium clients don’t just pay for results—they invest in ease, exclusivity, and a seamless experience. In this episode, I share strategic yet simple ways to delight high-paying clients, from a smooth onboarding process to surp...

In this episode, I answer a subscriber question all about using automated email marketing to sell website templates on Evergreen while still attracting clients for done-for-you services. While many businesses rely on generic email funnels that treat all subscribers the same, I share how a behavior-driven approach can make automated emails feel personal, relevant, and convert more effectively on au...

In this episode, I answer an anonymous listener question: “What would you do if sales during your live course launch were slower than expected to reenergize your launch?” If you've ever hit the dreaded mid-launch slump, this episode is for you. I walk you through the importance of real-time, data-driven strategies to diagnose the issue, re-engage your audience, and boost conversions… all without f...

In this episode, I answer a question from a Copy Confidence Collective member about how to naturally encourage free event attendees to upgrade to a paid offer… without feeling pushy or salesy. Member question: “What’s a compelling way to get the attendees of a free event to opt into the paid upgrade so it feels natural and not salesy?” I explore effective strategies to monetize your virtual events...

In this episode, I answer a question from web designer Jessica Haines about how to create deeper connections with website visitors through strategic customer experiences. As it turns out, your website is more than a sales tool—it’s an opportunity to build relationships, spark delight, and guide potential clients towards working with you. This episode is jam-packed with actionable out-of-the-box st...

In this episode, I answer a listener question about effectively marketing one-on-one coaching services when they’re the right fit, but can’t afford to work with you. If you're a coach or service provider wondering how to sell high-ticket offers to an audience that hesitates due to pricing, this episode is for you. I share practical strategies to refine messaging, build trust, and position offers e...

In this first episode of 'What Would They Do?', we kick things off by answering the important question: What is the difference between Customer Service and Customer Experience. So often mixed up and misunderstood, we explore the role each plays in your customer journey as well as the bigger goals they can achieve within your online business. What we cover: The Power of Customer Experience – Why cu...

Where to from here? Join Retention Lab 🧪 , the community to help you b uild a signature customer experience that keeps people coming back, gets them talking and grows your business without you having to start from scratch every single month .  Join here! Find out how you can get my strategic customer experience brain on your brand here . Check out my favourite CX tools and resources here ....