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

Is there a way to sell that doesn’t exhaust you or your audience? In this guest episode, I am joined by launch strategist Kelsey McCormick, founder of Coming Up Roses, to unpack what sustainable selling actually looks like for creative business owners. If you feel like you’re redesigning your course or service launch from scratch every time, if you open cart and hope for the best, and if you’re ch...

In today’s episode, we embark on a customer experience adventure… straight into my rural Sydney coffee scene. Because nothing reveals the truth about customer loyalty faster than a café. Let’s break down the 3 levels of personalisation every online business owner should understand, especially if you want more repeat buyers, more engagement, and less churn. If personalisation in your business curre...

In this episode, I tackle a listener question that hits a little too close to home for many online business owners: “I’ve shown up so much more over the past few months, and grown my email list considerably, but I’m still not selling my offers. How do I work out what’s still stopping people from buying?” And the answer is simple (but inconvenient): More visibility doesn’t automatically mean more s...

In today’s guest episode, I‘m joined by brand coach Suz Chadwick to unpack a big, timely question: “In the age of AI slop, what does an authentic personal brand actually look like? And how do you create a customer experience that still feels real?” Together, we explore what personal branding truly means in 2026, why authenticity is becoming a competitive advantage, and how AI can either amplify yo...

As part of my podcast 1st birthday week, I'm re-releasing the top 3 episodes of the past year. This is officially your #1! In this special case study episode, I sit down with Brooke Henry, founder of BB Henry Art and a founding member of Retention Lab , to unpack the strategy behind her wildly successful free online art event: BB Bash. Brooke attracted 9,000 free sign-ups, converted 10% into the p...

As part of my podcast 1st birthday week, I'm re-releasing the top 3 episodes of the past year. This is officially your #2! In this episode, I am joined by CommsCamp founder Kirsty Fanton and her behind-the-scenes tech partner Ami Williamson to unpack how they built CommsBot, a custom GPT designed to give students real-time, tailored support inside a group coaching program. It’s an answer to a ques...

As part of my podcast 1st birthday week, I'm re-releasing the top 3 episodes of the past year. This is officially your #3! In this insightful episode, I’m joined by Ash McDonald, a therapist-turned-business strategist who specializes in cultivating psychologically safe and meaningful group environments. We’re answering the questions:”How would you cultivate safe group spaces where clients show up...

This episode marks a major milestone: What Would They Do? has officially turned ONE! I’m taking a moment to reflect on the journey, from self-doubt to launch, to 55 episodes, to charting in 18 countries, and the community and collaborations the podcast has sparked along the way. It's a celebration of all things retention, customer experience, and the power of showing up… especially when it feels u...

In today’s episode, I take you on a behind-the-scenes tour of one of the most effective membership experiments I’ve ever run inside Retention Lab: the CX Escape Room Challenge. What started as a 3-day “part challenge, part game” experience quickly turned into a powerful retention engine that increased engagement, brought in new members, and helped existing members finally take action and get quick...

What makes an online course truly transformational instead of just another addition to your digital filing cabinet of information? In this guest episode of What Would They Do?, I am joined by course design expert Jasmine Jonte, who has helped build some of the most successful and profitable online programs in the industry. Together, we unpack why so many online courses fall flat, why students drop...

What would it take to turn your one-off clients into loyal superfans? In this episode, I respond to a question from my guest expert in episode 26 , family photographer & systems expert Dolly DeLong, who asked: “How can I amplify my client journey and truly elevate the experience I give my photography clients?” Whether you’re a photographer, designer, copywriter, or coach, this episode shows yo...

Thinking about switching email platforms, but overwhelmed by the tech or afraid of breaking what’s already (sort of) working? In this episode, I take you behind the scenes of my email setup and explain why I chose Drip as my go-to platform for retention, loyalty and subscriber delight. From Flodesk to Drip, and from sending newsletters to building strategic, behavior-driven journeys, this episode...

It’s episode 50! And as What Would They Do? is coming up to its one-year anniversary, I’m taking a closer look at the biggest themes that have emerged from 50 episodes of listener questions, expert interviews, and strategic CX deep-dives. But don’t expect a “top episodes” recap. This episode gives you a thoughtful analysis of the patterns that show up again and again in businesses that grow sustai...

Retention sounds great in theory, but what does it actually mean for your bottom line? In this quick episode, I pull back the curtain on one simple, scroll-stopping sales page strategy that turned heads during the founding member launch of Retention Lab. You'll hear how I brought the abstract concept of retention to life with a powerful interactive tool that got 83% of page visitors to pause and e...

In today’s episode, we’re answering a question that hits home for every service provider, course creator, and membership site owner: How do you build personal relationships that make your clients feel seen while still maintaining the boundaries that protect your own privacy and time? To unpack this, I’m joined by Hamilton Schmid, founder of Your Virtual Cornerstone , a thriving agency that’s grown...

In this final episode of the reflection and intention-setting series, I share my personal approach to planning with purpose and how intentionality can shape your business in 2026 and beyond. I open up about how I mapped out my entire year in advance without needing every detail locked in so I can focus my energy on what really moves the needle. But this isn't just about calendars and to-do lists....

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...

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...

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 ni...

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 p...

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 jo...

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 t...

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 l...

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 exact...

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 f...