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

If your business slows down every time leads dry up, this episode might feel a little too accurate.

In this episode, I challenge service providers to rethink their entire growth model and ask one uncomfortable question:

“If you couldn’t generate a single new lead for 90 days… what would happen?”

This episode dives into why most service-based businesses are built around acquisition instead of longevity, and how that creates a cycle of stress, inconsistency, and constant starting over.

If you’re tired of the feast-or-famine rollercoaster, this is your cue to fix what’s actually broken.

What we cover:

• The difference between acquisition and longevity (and why it matters)
• Why more marketing won’t fix a broken retention strategy
• How to identify gaps in your customer journey
• What a continuation strategy actually looks like
• How to create offers that naturally lead to the next step

View the episode transcript here.

Where to from here?

Grab the State of the Customer Report FREE right here.

Generate 10 tailored-to-you survey questions FREE right here.

Join Retention Lab🧪, the community to help you build 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.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

If you’ve ever thought…

“I just need more leads.”

“Why aren’t people sticking around?”

“There has to be a smarter way to grow this…”

…this episode is your snack platter of ideas.

In this special teaser episode, I’m giving you a behind-the-scenes look at the upcoming Retention Games from 12-15 May 2026 (grab your free ticket here), my completely reimagined virtual event where 20 retention strategies go head-to-head.

You’ll hear directly from the contestants as they share raw, unscripted previews of the strategies they’ll be revealing inside the Games.

We’re talking:

172% retention increases

99% conversion strategies

$66K in additional revenue from one tweak

High-retention memberships running for years

If retention has been your blind spot, this episode will give you 12 specific ideas on how to fix it.

What we cover:

• How one membership increased retention by 172% while reducing launches
• A 20-minute gamification strategy that boosts engagement instantly
• A 3-part “retention engine” that turns retention into your main growth driver
• A high-touch strategy that generated $66K in extra revenue
• Personalisation strategies that make customers feel seen (and stay)
• An offboarding sequence with a 99% conversion rate

View the episode transcript here.

Where to from here?

Grab the State of the Customer Report FREE right here.

Generate 10 tailored-to-you survey questions FREE right here.

Join Retention Lab🧪, the community to help you build 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.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

Ever feel like your audience only buys when there’s a discount, countdown timer, or last-minute panic email?

You might unintentionally have trained them to do exactly that.

In this episode, I unpack the uncomfortable truth behind discount-driven sales cycles and why your audience isn’t unpredictable, but simply responding to the patterns you’ve created.

This episode dives into the concept of rewarded behaviour in your business and how to shift from reactive, pressure-based sales to intentional, sustainable buying patterns.

What we cover:

• How you’re unintentionally training your audience’s buying behaviour
• The psychology behind waiting, disengaging, and last-minute buying
• Why discounts create long-term problems (even if they “work”)
• What behaviours you should be rewarding instead
• How to build a business people don’t learn to “game”

View the episode transcript here.

Where to from here?

Grab the State of the Customer Report FREE right here.

Generate 10 tailored-to-you survey questions FREE right here.

Join Retention Lab🧪, the community to help you build 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.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

Feel like you’re undercharging, but also low-key terrified to raise your prices?

In this episode, I’m joined by pricing strategist and self-declared “Pricing Queen” Jasmine Parasram to unpack what’s really going on when you price your services too low.

Spoiler: it’s not just about money. It’s about mindset, emotional baggage, customer perception, and the kind of clients you end up attracting.

Together, we explore how undercharging doesn’t just hurt your income, it quietly erodes your confidence, your boundaries, and your customer experience.

What we cover:

• Why undercharging isn’t a pricing problem
• The hidden link between pricing and customer experience
• The psychological barriers stopping you from charging more
• How to communicate your pricing without sounding unsure or apologetic
• A practical starting point for recalculating your pricing

Connect with Jasmine Parasram:

Website: https://creativebusinesskitchen.com/

Instagram: https://www.instagram.com/yourpricingqueen/

View the episode transcript here.

Where to from here?

Grab the State of the Customer Report FREE right here.

Generate 10 tailored-to-you survey questions FREE right here.

Join Retention Lab🧪, the community to help you build 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.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

Your traffic is solid. People are clicking, subscribing, even engaging. And yet: Crickets when it comes to sales.

In this episode, I flip the usual narrative on its head and challenge the default advice of “just get more visibility” or “nurture harder.”

Because what if the problem isn’t attracting people, but quietly losing the right ones before they ever buy?

This episode dives into the concept of invisible churn, the silent drop-off happening when your best-fit clients don’t see themselves clearly enough in your messaging, offers, or customer journey.

If your funnel looks good on paper but still isn’t converting, this is the episode that will make you rethink what’s really going on.

What we cover:

• Why traffic and engagement don’t automatically lead to conversions
• What invisible churn is (and how it’s affecting your business)
• The real reason your best-fit clients aren’t buying
• The subtle messaging mistakes that quietly push people away
• How to diagnose where your customer journey is breaking down

View the episode transcript here.

Where to from here?

Grab the State of the Customer Report FREE right here.

Generate 10 tailored-to-you survey questions FREE right here.

Join Retention Lab🧪, the community to help you build 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.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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 chasing new followers instead of nurturing the ones you already have… this conversation is your reset.

Together, we explore repeatable sales systems, campaign thinking, trust-building before a launch, and why you don’t need a massive audience to sell out your offers.

What we cover:

• The concept of “campaign thinking” and why monthly revenue chasing keeps you stuck
• How to create launches that work with your energy, not against it
• The power of waitlists and warm-up sequences
• Why follower count is overrated (and warmth is everything)
• The mindset work behind hitting bigger launch milestones
• Why community and in-person connection may be the future of launches
• The growing tension between being a service provider vs. being a creator in the AI era

Connect with Kelsey McCormick:

Website: https://cominguproses.co/

The Warm Waitlist Week: cominguproses.co/www

Podcast: cominguproses.co/warmup

View the episode transcript here.

Where to from here?

Grab the State of the Customer Report FREE right here.

Generate 10 tailored-to-you survey questions FREE right here.

Join Retention Lab🧪, the community to help you build 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.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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 currently looks like “Hey {first_name}”… this episode will lovingly show you what’s possible and open your eyes to a new way of thinking. 

What we cover:

• The difference between personalisation that feels helpful vs personalisation that feels creepy
• The 3 levels of personalisation (coffee shop edition)
• How to apply this to your online business

View the episode transcript here.

Where to from here?

Grab the State of the Customer Report FREE right here.

Generate 10 tailored-to-you survey questions FREE right here.

Join Retention Lab🧪, the community to help you build 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.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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 sales.

If your customer journey is broken, more traffic just means more people entering a leaky funnel… and quietly disappearing.

Let’s break down what a broken customer journey actually looks like, why “just getting more eyeballs” is not the fix you think it is, and how to identify the exact points where your audience loses confidence, clarity, or momentum.

What we cover:

• The real reason your audience might not be buying, even if your list is growing
• What a broken customer journey actually looks like in an online business
• Why friction kills momentum (and momentum is what drives conversions)
• How to create a strategic customer journey that reduces churn and increases lifetime value

View the episode transcript here.

Learn more about the CX Catalyst here.

Where to from here?

Grab the State of the Customer Report FREE right here.

Generate 10 tailored-to-you survey questions FREE right here.

Join Retention Lab🧪, the community to help you build 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.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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 your voice… or dilute it entirely.

If you’re an expert who knows your stuff but still feels like you’re hiding behind your business, this conversation is your gentle nudge to make some big moves.

What we cover:

• What a personal brand actually is (beyond the buzzword)
• Why memorability and reputation matter more than ever
• How AI is impacting personal branding — for better and worse
• How to “chunk down” your expertise so your audience can digest it
• How authenticity strengthens the entire customer journey

Connect with Suz Chadwick:

Website: https://suzchadwick.com/

Podcast: https://suzchadwick.com/podcast/

Instagram: www.instagram.com/suzchadwick

View the episode transcript here.

Where to from here?

Grab the State of the Customer Report FREE right here.

Generate 10 tailored-to-you survey questions FREE right here.

Join Retention Lab🧪, the community to help you build 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.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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 paid event upgrade, and funneled a segment of those attendees into her $400 signature course—all without aggressive sales tactics. Instead, she focused on human connection, clarity over cleverness, and a warm, inclusive experience from start to finish.

You’ll hear the real numbers, real decisions, and real lessons behind Brooke’s standout online event, including how she resisted industry norms and created an event her audience loved (and was happy to pay for).

What we cover:

1. The Format of Brooke’s 14-Day BB Bash – A mix of live mindset talks, prerecorded tutorials, and reflection exercises with a low-pressure vibe.
2. How She Designed a Free Experience That Converts Without Guilt – Her intentional structure gave value while gently introducing a $29 paid upgrade.
3. The VIP Upgrade Strategy That Worked (Without Pushy Tactics) – Lifetime access, deeper tutorials, a printed workbook, and community connection.
4. The Human Touch That Set Her Apart – Live playdates, personal pep talks, and consistent support helped participants feel seen and safe.
5. Why Her Sales Stayed Consistent Throughout the Event – And why she didn’t use discounts or time-limited pricing to create urgency.

Connect with my guest, Brooke Henry:

Website: https://bbhenryart.com

Email List: https://www.bbhenry.com/email

Classes: https://www.bbhenrystudio.com

Instagram: https://www.instagram.com/bbhenry_art/

YouTube: https://www.youtube.com/c/BBHenryArt

View the episode transcript here.

Where to from here?

Grab the State of the Customer Report FREE right here.

Generate 10 tailored-to-you survey questions FREE right here.

Join Retention Lab🧪, the community to help you build 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.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).

Leave a positive review to help the show get found by more small business owners just like you. To leave a review:

👉 Find What Would They Do? on Apple Podcasts

👉 Scroll to ‘Ratings & Reviews’

👉 Tap on the stars to rate the show before writing a review

Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.