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

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...

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...