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

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 question by my guest expert in episode 19, PR and visibility expert Gloria Chou:

“With so many coaches adding custom GPTs to their group programs, how do you balance the benefit of getting your student better results with the risk of making the experience more impersonal?”

Together, we explore how to make AI work for your customer experience, without making it feel robotic or like a shortcut. From ethical considerations to feature planning and student testing, this episode walks through the full behind-the-scenes of a thoughtful, human-first approach to integrating AI into your program or membership.

What we cover:

• The real “why” behind CommsBot – How they used audience insights to spot a clear gap between “learning” and “doing,” and how the bot helps students practice communication in a safe, low-stakes way.
• How to avoid building a robot version of yourself – Why the goal isn’t to clone the coach, but to create a guided concierge-style support tool that amplifies what students are already learning from you.
• The three core functions of CommsBot – Understanding, Implementing, and Role-Playing—and why each mode was intentionally designed to align with different stages of the student journey.
• Behind the scenes of building the bot – How Kirsty and Ami worked together to train the GPT using transcripts, frameworks, and internal language from the course—and avoided overwhelming the bot with the wrong kind of data.
• AI ethics and privacy considerations – What they did to protect Kirsty’s intellectual property, set clear boundaries for the GPT, and build trust with students using the tool.

Connect with my guests:

Kirsty is an ex-psychotherapist, ex-copywriter, and ex-pert communicator who helps online business owners hear and get heard when it matters most - in their emails, on their socials, with their clients, with their teams, and on podcasts like this one.

Website: https://www.kirstyfanton.com

CommsCamp: https://www.kirstyfanton.com/commscamp

Ami is the AI-obsessed copywriter behind Damn Write — where she helps fellow chaotic creatives turn their “too much” or “too weird” into a brand, a bot + a biz that feels like a revelation.

And when she’s not conjuring up Brand Bibles and sales copy, she’s deep in the AI underworld: building custom GPT bots for course creators who wanna scale without selling their souls.

Website: https://www.damnwrite.com.au/

Ami's Custom AI Course Bot Service: https://www.damnwrite.com.au/ai-course-bots

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 #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 AND truly connect?” and explore the essential factors that encourage genuine connection, active participation, and emotional safety in group coaching programs and memberships.

If you're struggling with low engagement, superficial interactions, or burnout from managing group spaces, this episode provides actionable insights to transform your client communities.

What we cover:

Why Many Group Programs Fail to Engage – Understanding common pitfalls that prevent genuine connection and participation among group members.

Leading with Vulnerability – How coaches showing authentic vulnerability can dramatically improve client engagement and openness.

Human-First Approach to Coaching – Why prioritizing human connection and authenticity over polished perfection can deepen relationships and improve outcomes.

Effective Boundary Setting in Groups – How clear communication and boundary-setting protect your energy as a facilitator and improve group dynamics.

Automating Client Care Without Losing the Human Touch – Using strategic automations paired with personal check-ins to maintain meaningful relationships efficiently.

Connect with Ash McDonald:

Ash McDonald is a former therapist turned therapeutic mentor and business coach who helps high-achieving women stop running on stress and start leading from self-trust. With over a decade of experience guiding deep transformation, she’s known for blending psychological insight with soul-deep strategy — helping women shift their inner world so life, leadership, and business finally feel like they fit. Ash’s work centers on nervous system regulation, emotional capacity, and radical receptivity — teaching women how to hold more wealth, presence, and peace without sacrificing themselves in the process.

She’s the host of the Shamelessly Ambitious podcast and a leading voice in the movement to redefine success from the inside out.

Website: https://ashmcdonaldmentoring.com/

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

Freebie The Ultimate Guide to Overdelivery: https://ashmcdonaldmentoring.com/UltimateGTODA

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.

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 uncomfortable.

And because it wouldn’t be a birthday without party favors, I’m kicking off Birthday Week on my website until 17 March 2026 with a scavenger hunt full of hidden surprises, exclusive offers, and limited-time freebies.

What we cover:

• How long it really took to launch this podcast (and why it was worth it)
• The real reason this show exists
• A massive THANK YOU to all the listeners, guests, reviewers, and collaborators
• 🎁 What’s happening during Birthday Week:
• Website scavenger hunt
• Freebies, exclusive discounts, and secret 1:1 offers
• A re-release of the top 3 most-loved episodes

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, 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 wins.

If you’ve ever felt like your membership (or online business) needs more content to keep people around… this episode will completely flip that belief on its head.

Because the truth is:

people don’t leave because you didn’t post enough. They leave because they didn’t get results.

This episode is packed with insights on momentum, gamification, micro-commitments, and how to create experiences that feel personal, even when they’re automated behind the scenes. 

What we cover:

• The thinking behind my CX Escape Room Challenge
• How the Escape Room created instant momentum and quick wins in my membership
• Why the challenge worked so well even though it was mostly automated
• How I turned quiet members into active participants overnight
• What didn’t work & the lessons learned

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.

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 off halfway through, and what course creators need to focus on if they want their programs to actually deliver results in the age of AI.

Spoiler: it’s not about adding more modules, more bonuses, or more “value.”

It’s about designing a student experience that supports action, accountability, and momentum.

If you’ve ever wondered why people buy your course with excitement and then disappear by Module 3, this episode is for you.

What we cover:

• The biggest misconception course creators have about engagement
• How to create simple learning tracks so every student feels supported
• How accountability loops improve student follow-through
• How AI is reshaping the online course industry
• Why Amy Porterfield closing her course doesn’t mean courses are dead

Connect with Jasmine Jonte:

Website: www.cre8tion.co 

Youtube: https://www.youtube.com/@JasmineJonteCRE8TION

CustomGPT: https://www.cre8tion.co/netflix

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.

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 you how to rethink the client journey from first contact to post-delivery and infuse it with emotion, meaning, and retention magic.

Packed with practical examples (and totally systemisable ideas), it’s your go-to guide to building relationships that last.

What we cover:

• What “amplifying the customer journey” really means (hint: not more noise)
• How to map and elevate the “moments that matter” in your client journey
• Dolly’s example: turning a typical photography experience into something unforgettable
• How to use onboarding forms for more than admin — and actually spark loyalty
• Bonus retention strategies for other service providers

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.

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 walks you through what makes Drip different and how it’s helped supercharge my business (and my clients’).

You'll also hear how Shelley Hitz, a Retention Lab member, made the leap from email frustration to full-blown email strategy in Drip with me by her side.

If you’ve ever felt boxed in by your current email provider, or if you're curious what it actually takes to make your email platform work for you (not against you), this one’s a must-listen.

What we cover:

• Why I left Flodesk (despite the unbeatable pricing)
• The non-negotiables that made me choose Drip over ActiveCampaign, Kit, and others
• What makes Drip so powerful for service providers, course creators and membership owners
• The mistake most people make when switching email providers
• How Shelley switched platforms without the overwhelm by joining Retention Lab Incubator
• Why choosing a better tool isn’t enough

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.

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 sustainably, retain more customers, and create meaningful brand connections.

If you're craving real-world insight into what works (and why), this bite-sized episode is packed with practical takeaways and prompts to apply to your own customer journey.

Revisit the episodes I mention here:

Episode 35 with Ash McDonald

Episode 31 with Holly Haynes

Episode 24 with Kirsty Fanton & Ami Williamson

Episode 42 with David Wachs

Episode 9 answering Michelle Pontvert’s member question

Episode 40 with Laura Kendrick

Episode 37 with Brenna McGowan

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.

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 engage, being sold by their own metrics.

If you've ever struggled to explain the value of what you sell (especially the long-term value), this is the episode for you.

Want to get free access to the entire strategy?

Join me FREE at Behind the Launch from 2-7 Feb 2026.

Tuning in down the track? Join Retention Lab for everything you need to implement this strategy in your business. Cancel any time! 😉

What we cover:

• Why retention is such a fluffy, hard-to-sell concept (and how to make it tangible)
• The interactive sales page hack that helped browsers see the value for themselves
• The core customer journey metrics this tool is built around
• Where to go if you want the behind-the-scenes breakdown (right here from 2-7 Feb 2026)

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’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 almost entirely through word-of-mouth over the past five years. Hamilton’s secret? A smart mix of intentional systems, respectful boundaries, and deeply personal customer experiences.

Whether you're just starting out or scaling up, this episode will inspire you to rethink your capacity, tighten your processes, and still make your clients feel like VIPs.

What we cover:

• Why building genuine client relationships doesn’t mean you have to sacrifice your sanity
• The difference between high-touch and overavailable (and why Hamilton doesn’t work Fridays)
• The power of voice notes for client intimacy & brand voice
• How to semi-systemise surprise-and-delight moments without making them robotic
• Why “delivering what you promise” is the ultimate referral strategy

Connect with Hamilton Schmid:

Free 30 min Outsourcing Strategy Call: https://calendar.app.google/tWSf2hU9SYvGqMU26

Website: www.yourvirtualcornerstone.com

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

Threads: https://www.threads.com/@virtualcornerstone

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.