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

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,...

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 p...

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 emotiona...

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...

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 cust...

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 audien...

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...

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 sm...

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 cu...

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) wa...

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 wh...

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...

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." Whet...

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 t...

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 r...

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 y...

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,...

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...

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 y...

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 e...

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 way...

In this episode, I answer a question from Michelle Pontvert, a founding member of my membership, Retention Lab, and an expert in hosting low-lift virtual events. Michelle wants to know: "How do I make my welcome sequence feel more custom and engaging so subscribers actually look forward to hearing from me?" Using Michelle’s Event Pep Talks private podcast as a case study, I dive deep into strategi...

In this milestone first-ever guest episode, I welcome business coach for coaches, Caryn Gillen, to answer a question many business owners wrestle with: “What do you do when you love what you do, but you don’t want to sell your work?” Caryn shares her human-first, non-extractive approach to selling: one that’s authentic, empowering, and centered around helping rather than “extracting” money from yo...

In this special case study episode, I sit down with Brooke Henry, founder of BB Henry Art and a founding member of Retention Lab , to unpack the strategy behind her wildly successful free online art event: BB Bash. Brooke attracted 9,000 free sign-ups, converted 10% into the paid event upgrade, and funneled a segment of those attendees into her $400 signature course—all without aggressive sales ta...

In this episode, I answer a timely question I’ve been exploring recently during my membership relaunch: "How does the Netflix model apply to online businesses, especially in content delivery, retention, and long-term loyalty?" Drawing inspiration from Netflix’s mind-blowing roughly 98% retention rate , I unpack how you can borrow the streaming giant’s most effective strategies and apply them to yo...