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

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...

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...