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

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. It's about being strategic with your customer journey, mapping from the outside in, and creating offers and experiences that meet your audience where they are.

If you're tired of reactive launches, last-minute stress, and half-baked onboarding, this episode will help you step into the year with clarity, intention, and a customer experience designed to retain and delight.

What we cover:

• What intentionality in business really means (and why it’s more than just “planning”)
• Why understanding your audience’s seasonal needs is key to retention
• Mapping your customer experience backwards from key moments that matter
• How Retention Lab can help you make these strategies actionable

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.

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 1:1 services to infusing more connection into my signature membership, Retention Lab. Whether you're feeling the pull towards more meaningful conversations or are just tired of figuring things out alone, this episode will meet you where you're at.

What We Cover:

• The shift away from DIY, self-paced resources in 2025
• How AI is accelerating the demand for human-first experiences
• My Word of the Year and what it means for my business
• What’s changing in Retention Lab (especially at the Starter level)
• An invitation to build, brainstorm, and grow together in 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.

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 alert: community is front and centre).

Inside this episode, I share:

• What made 2025 a wild ride in client work, offers, and energy
• A breakdown of my stats: clients, members, podcasts, summits & bundles
• Why repeat clients and retention strategies remain my North Star
• Highlights from launching 45 podcast episodes without missing a week
• A sneak peek at what’s changing in 2026 (and what’s staying the same)
• My 2026 word of the year… and the personal invitation I’m sending your way

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.

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 nice words or full-blown case studies, this episode gives you a strategic framework to finally make your testimonials work harder.

What we cover:

• Why not all testimonials are created equal (and which ones to use where)
• How to categorize feedback by funnel stage and format
• Strategic ways to plug testimonials into your sales, onboarding, and retention workflows
• Creative use cases you might not have thought of: like email takeovers, milestone trackers, and lead magnets built on member wins
• How to start now even if all you’ve got is a spreadsheet full of snippets

Check out the Client Cast Formula to launch your own private case study podcast here.

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’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 perspective. Today, we zoom in on the data side, and how to pinpoint and fix bottlenecks strategically so your funnels convert more consistently.

If you’ve ever stared at your metrics wondering why your funnels aren’t converting, this conversation is your blueprint. Ally and I unpack how to diagnose bottlenecks, simplify your data, and use smart tracking to improve conversion rates without having to become a full-time analyst. We explore how customer experience and messaging intersect with metrics, and why simplifying your offers and funnel steps can dramatically improve results.

What we cover:

The Funnel Friction Audit

How to map your customer journey beyond open rates and click rates to uncover the real leaks in your funnel.

Simplifying Data Tracking

Why eight to twelve core metrics (not 87 dashboards) will tell you everything you need to know.

Spotting and Fixing Bottlenecks

Simple ways to calculate where prospects drop off, and how to prioritise your tests for the biggest impact.

Customer Experience Meets Metrics

How friction, confusion or lack of clarity kills conversions, and easy fixes you can apply today.

Less Is More: Designing Offers for Action

Why breaking big promises into smaller wins can boost opt-ins, completions and sales.

Real-Life Tweaks, Real Results

Ally shares examples of tiny homepage and opt-in tweaks that doubled and tripled conversions overnight.

Connect with Ally Anderson:

Website: https://akaridigital.ca/

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

Grab Ally's Launch Leak Finder tool for only $7 with coupon code NADINE to help you pinpoint your funnel’s bottlenecks and test potential improvements without the overwhelm.

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 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 joined by David Wachs, founder of Handwrytten, a tech-enabled platform that makes sending physical handwritten cards as simple as sending an email. We explore the power of thoughtful gestures, why inbox fatigue is real (and growing), and how to scale meaningful experiences without burning yourself out.

Keen to try Handwritten?Save 10% on your Handwrytten cards with signup code nadinenethery

Whether you’re a service provider, a membership founder, or a course creator, this episode will show you how to stand out in a sea of digital noise by doubling down on what makes you (and your customers) human.

My long-term 1:1 client and Retention Lab member Josh Goldsmith is joining us inside the Lab in December to share exactly how he automates handwritten touchpoints in his business with Handwrytten. You’ll want a front-row seat for that!

What we cover:

Why retention and loyalty hinge on making people feel seen

What makes handwritten notes so emotionally powerful

Surprising findings from Handwrytten’s 2022 and 2025 consumer outreach surveys

Real examples of how brands increased revenue, loyalty, and LTV through handwritten outreach

How to balance automation and authenticity when scaling personal touches

Where AI belongs in the personalization journey, and where it doesn’t

Why intention is more important than handwriting, and how to keep it personal at scale

Connect with David Wachs:

David's Instragram: https://www.instagram.com/dbwachs

Handwrytten's Instagram: https://www.instagram.com/handwrytten

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 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 team to make personalization work for you. All you need is a strategic mindset, your email platform, and a willingness to go one step further than most.

From segmenting your list based on behavior and past purchases to setting up simple but powerful trigger links and conditional content, I’ll show you how to turn basic tools into a personalized customer experience engine.

What we cover:

• What true personalization really means
• Why personalization boosts conversions, loyalty, and engagement
• How to set up segmentation so it actually drives results
• Trigger links, custom fields, and saved segments explained
• Real-life examples of how I personalize emails within my business

Try Drip for FREE (no credit card required) right here. (affiliate link)

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.

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 launch as a full marketing arc (not just cart open & cart close), to reading real-time audience signals, creating “spaciousness” in timing, and nurturing non-buyers without the ick, this episode gives you practical fixes you can implement before your next promo.

What we cover:

Holistic Launching (The Full Arc): Why effective launches start months earlier

Talk to People, Then Check the Data: How live voice-of-customer conversations surface what analytics can’t

Positioning vs. Demand: A real example where interest was high but response was low because positioning was slightly off 

Spaciousness = Conversions: Building more time into your runway (and even into cart open)

After the Launch: How to debrief with your list, make non-buyers feel valued, and create simple two-way touchpoints

Connect with Laura Kendrick:

Laura Kendrick is a conversion strategist and copywriting co-conspirator for ambitious online business owners who want client-forward copy that actually sells—ethically, clearly, and with their personality fully intact.

She helps founders finally market their businesses in a way that makes sense and gets results. With a big-picture view and zero tolerance for one-size-fits-all formulas, Laura helps you clarify your message, sharpen your strategy, and create a brand voice that sounds like you (just... dialed all the way in). It’s about marketing that actually fits your business and your brain.

Website: https://www.cheekycopy.co/

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

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 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 exactly when ‘Future You’ will wish you’d laid just a few customer retention foundations. The kind that quietly keep your business growing while you rest, reset, and gear up for a successful 2026.

If you’re craving a creative, strategic way to re-energize your customer experience, and start 2026 already ahead of the game, this episode is for you.

What we cover:

• Why December is the sleeper month for smart business moves
• What a “retention brick” is and how to choose the right one
• 3 quick-win strategies to get your audience to grow your list for you, convert more browsers on your sales page, and surprise and delight your current customers to round out the year
• What to expect inside the 3-day CX Escape Room Challenge
• Why 60 days inside Retention Lab could be your most profitable New Year plan yet

Join the LIVE 3-day CX Escape Room Challenge from 2-4 December 2025 here.

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 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 first affiliate platform built specifically for course creators.

We’re answering this listener question that I know will hit home for many online business owners:

“How can I turn happy customers into powerful affiliate partners without the tech overwhelm?”

Whether you’re affiliate-curious, just launched your own program, or want to squeeze more juice out of an existing one, this conversation is packed with actionable advice to get you moving.

If you’re looking to grow sustainably through genuine partnerships, this episode is your fast track to making that happen.

Plus, Laura will be joining us as a guest expert in an upcoming month inside Retention Lab. So if you’re ready to double down on community-driven growth, make sure you join us.

What we cover:

• The power of affiliate marketing as a visibility, lead-gen, and conversion strategy
• Why tech is not your biggest hurdle (even though it feels like it)
• Laura’s “Cycle of Profitable Partnerships” framework
• Smart strategies to invite customers into affiliate partnerships (without being sleazy)
• How to activate affiliates and give them the best chance of success
• How to motivate more affiliates to share
• Easy win incentives that convert (hint: it’s not always a luxury retreat)

Connect with Laura Sprinkle:

Laura Sprinkle, founder of Rootabl, is an affiliate partnerships strategist who specializes in working with digital course and membership creators.

Her approach to partner programs has helped everyone from budding entrepreneurs to seven-figure industry leaders garner more than $44 million in affiliate revenues. Laura’s unique approach to partnerships involves creating high-touch relationships, empowering clients like Amy Porterfield, Todd Herman, and Selena Soo to bring as much fun to the process as possible.

Website: https://laurasprinkle.com/

Rootable Website

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.