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

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, the queen of Anticipation Marketing™, the creator of the Pre-Launch Plan Program, and an advocate for launch strategies that actually feel good for you and your audience.

If you’re tired of high-pressure launch tactics, endless email blasts, and buyers who ghost after checkout, Brenna’s approach will feel like a breath of fresh air. We explore her signature framework and how pre-selling isn’t just about priming people to buy, but about attracting the right people who’ll stick around.

Brenna is also joining Retention Lab as our November guest expert on 19 November 2025. If you want access to her live training (or the replay if you're listening later), join us right here.

What we cover:

• Why traditional launches create burnout (and how to avoid it)
• The 4 A’s of Anticipation Marketing
• How to create a low-pressure sales environment that converts better
• The surprising link between pre-selling and customer retention
• Smart ways to front-load trust and reduce refund requests
• The one thing Brenna recommends you must do weekly during pre-launch
• How audience research shapes magnetic messaging that resonates

Connect with Brenna McGowan:

Brenna McGowan is a launch strategist, copywriter, and the creator of the popular online event Behind the Launch. She helps coaches, course creators, and consultants move away from hustle-based, high-pressure launches by using my signature pre-launch and Anticipation Marketing™ strategies.

Website: https://brennamcgowan.co/

Instagram: www.instagram.com/brennamcgowanco

Download Brenna's Launch Calendar

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 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 process so I get the right outcomes and useful responses?”

If you’ve ever sent out a survey only to hear crickets, or received responses so surface-level they left you with more questions than answers, this episode is for you.

I walk you through the entire process I use in my own business and for my 1:1 clients inside my Intensives. From setting the right survey goals and crafting powerful questions to boosting response rates and turning data into messaging gold.

If you’re making strategic decisions based on assumptions (or you’ve been procrastinating on surveying your audience altogether), this episode will give you the roadmap you need to move forward with clarity.

What we cover:

• Why strong audience research is the foundation of everything in your business
• How to design surveys that give you rich, usable insights
• The psychology behind what makes people actually want to respond
• Why vague questions lead to vague answers, and what to ask instead
• How I helped a client get over 500 strategic responses for a membership survey
• The role of segmenting, branching, and user experience in survey design
• How to turn survey responses into content, sales copy, and retention strategies

Download my FREE Strategic Survey Questions 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 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.

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 remarkable experiences for your audience and customers.

From listening to customer signals and anticipating their needs to streamlining your communications and personalizing your offers, this episode is packed with practical strategies you can apply immediately, no matter the size of your business.

If you’ve been wondering how to stand out in an AI-driven online space where everyone sounds the same, this conversation will give you a clear path forward.

What we cover:

What “customer-first” really means — and why it’s not just about customer service.

How to start putting your customers in the driver’s seat of their journey.

Practical ways to leverage data and simple tools to personalize their experience.

Why small, consistent actions beat one-off “quick fixes” every time.

Low-lift strategies you can implement right now — like personal welcome videos, better FAQs, and strategic follow-ups.

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 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 customers without expensive tools or complicated tech, this one’s for you. We dive into creative, simple, and human-centred strategies that make your audience feel seen, valued, and excited to keep engaging with your business.

I’ll share my favourite out-of-the-box customer experience ideas, why small, intentional touches matter, and how you can start cultivating loyalty without leaning on big budgets or heavy automation.

What we cover:

The Power of Creativity – Why thinking outside the box helps you stand out in a noisy online space.

Personal Video Messages – How quick, personalised videos via tools like VideoAsk or Bonjoro can deepen trust and connection.

Surprise & Delight Without Spending Big – Creative, low-cost ways to add wow moments for clients and subscribers.

Loyalty Programs for Small Businesses – How to use simple systems (even inside your email platform!) to reward action-takers and engaged clients.

View the episode transcript here.

Check out the resources I mention (affiliate links):

Drip

Bonjoro (save 15% for the lifetime of your paid plan!)

Convertbox

Thrivecart

Airtable

Zapier

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.

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 audience, and rebuilding trust without relying on discounts, spammy tactics, or starting from scratch. Whether you’ve been avoiding your inbox out of fear, guilt, or overwhelm, this episode gives you the exact framework to get back on track and set up an intentional, sustainable email strategy.

What we cover:

The Starting Point – How to write an authentic, human “I’m back” email that resets expectations without being awkward.

The Three-Email Warmup Sequence – A framework for reconnecting with subscribers using tips, resources, and repurposed content that delivers value first.

From Most Engaged to Least Engaged – Why you should start with your loyal buyers, then gradually widen your reach to the rest of your list.

List Hygiene 101 – When (and why) to scrub inactive subscribers and how this boosts deliverability.

Setting Up Evergreen Support – How to create safety nets like automated re-engagement workflows and ongoing nurture sequences so you never fall behind again.

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.

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 moment, but scale trust, boost referrals, and turn attendees into repeat clients. You’ll also hear how intentional pre-work, a touch of surprise and delight, and a whole lot of humanity can make your events unforgettable without five-star resort budgets.

Whether you’ve been dreaming of hosting a retreat or want to infuse your online business with deeper connection, this episode is your permission slip and contains practical gold.

What we cover:

• How Holly turned her living room into the ultimate client loyalty engine
• Why imperfect, grassroots experiences often outperform glossy productions
• How to scale the impact of non-scalable offers through word of mouth and content
• What pre-retreat prep and post-retreat follow-ups look like inside Holly’s model
• How introverts (and messy households) can host powerful events, too

Connect with Holly Haynes:

Holly Haynes empowers female entrepreneurs to build thriving, scalable businesses without relying on social media hustle. A former Fortune 500 strategist, she built her own business while working full-time and raising twins—retiring herself and her husband in just two years. Now, through her coaching programs, the Crush the Rush™ Planner, and her top 100 Crush the Rush™ podcast, she’s helped thousands of women grow life-first businesses that align with their values and priorities.

Website: https://www.hollymariehaynes.com

The Crush the Rush Podcast: https://www.hollymariehaynes.com/podcast

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

Listen to the free private podcast: https://www.hollymariehaynes.com/social

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 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 smart, scalable ways to engage with your warm leads before they hit the “buy” button to build confidence, trust, and momentum at exactly the right time. From clever email triggers to personalised touchpoints and strategic storytelling, tune in to learn how to support your future customers without feeling pushy or invasive… with examples taken straight from my business.

What we cover:

• What Proactive Pre-Purchase Engagement Actually Means How tracking audience behavior and acting on buying signals can drastically reduce sales friction.
• The Problem with Waiting for Leads to Reach Out Why sitting back may be costing you conversions—and what to do instead.
• Scalable & Personal Touchpoints That Build Trust Ways to blend automation with personal outreach that feels supportive (not salesy).
• Reducing Risk and Creating a Confident Buying Experience Why pre-empting objections and offering tailored info gives your audience the clarity to say yes

Check out my Client Cast Formula Course to help you launch a choose-your-own-adventure private case study podcast for your 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.

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 customers actually value. From the automation gap and personalization pitfalls, to the truth about acquisition vs retention across business models, this episode is your data-backed wake-up call to do CX differently.

Tune in for sneak peeks of the full report, get your hands on the free 30-page Report, and discover how to join the Retention Lab for a LIVE walkthrough of what it all means for your business on 16 September 2025.

What we cover:

• The gap between confidence and reality in customer experience delivery
• What customers say they value most (it’s not what you think!)
• The unexpected retention patterns across different business types
• The critical role of automation and personalization in shifting patterns (and your success!)
• How to use this data to create your own customer-first playbooks for 2025

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 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) way to nurture loyalty, and what to do instead. Whether you’re a service provider, course creator, or membership owner, you’ll walk away with practical, high-impact loyalty strategies that protect your margins and strengthen your customer relationships.

From surprise-and-delight perks to status-based incentives, this episode is packed with creative, conversion-smart ideas you can apply right away without touching your pricing.

What we cover:

• Why discounts aren’t the only way to drive urgency or reward loyalty—and how they may actually hurt your brand long-term.
• What a value-driven loyalty program really is, and how it deepens brand commitment without eroding your margins.
• How exclusivity and recognition can drive repeat purchases more effectively than promo codes.
• Real-life loyalty perk ideas you can start implementing today—tailored for service providers, course creators, and membership owners.
• How to use status markers and private experiences to reward loyalty, create urgency, and boost word-of-mouth advocacy.

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.