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

In this episode, I answers an anonymous listener question that hits at the heart of customer retention:

“How do I keep my customers engaged between purchases?”

While most businesses chase new leads and visibility, I break down why your existing customers are your most valuable asset, and how staying connected between purchases builds trust, loyalty, and repeat business.

You’ll learn actionable ways to show up consistently, support your customers post-purchase, and create a brand experience that keeps them coming back (not because they’re being sold to, but because they feel seen, supported, and valued).

1. Why Most Businesses Ghost Customers After a Sale – And how that’s a missed opportunity for deeper connection and repeat sales.
2. How to Stay Front of Mind Without Constantly Pitching – What to say, share, and show in between launches.
3. Small Touches That Build Big Loyalty – Think check-ins, celebrations, and personalized nudges that show you care.
4. Post-Purchase Experiences That Actually Support the Buyer – Why “value delivery” shouldn’t stop after they hit buy.
5. How to Use Behavior Cues to Guide the Next Sale – Let your customers show you when they’re ready to buy 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.

In this episode, I answer a question from Michelle Pontvert, a founding member of my membership, Retention Lab, and an expert in hosting low-lift virtual events.

Michelle wants to know:

"How do I make my welcome sequence feel more custom and engaging so subscribers actually look forward to hearing from me?"

Using Michelle’s Event Pep Talks private podcast as a case study, I dive deep into strategic, creative ways to personalize your welcome sequence: from segmenting subscriber journeys to Netflix-style bingeability and email-triggered personalization.

You can find out more about the Netflix effect in episode 13.

Whether you’re a seasoned marketer or just setting up your first funnel, this episode is filled with actionable, no-fluff ways to make your subscribers feel seen from email one and keep them coming back for more.

1. Why Your Welcome Sequence Is More Than a Freebie Delivery System – It’s your first impression and biggest opportunity to earn trust.
2. How to Build a Netflix-Inspired Email Experience – Personalized, intuitive, and easy to navigate.
3. Creative Ways to Segment & Personalize Early On – From trigger links to quizzes and click-based journeys.
4. How to Encourage Lead Magnet Engagement – Because most people don’t actually consume what they sign up for.
5. Bonus Strategies to Increase Loyalty and Long-Term Opens – Like surprise and delight touches and format flexibility.

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 milestone first-ever guest episode, I welcome business coach for coaches, Caryn Gillen, to answer a question many business owners wrestle with:

“What do you do when you love what you do, but you don’t want to sell your work?”

Caryn shares her human-first, non-extractive approach to selling: one that’s authentic, empowering, and centered around helping rather than “extracting” money from your audience.

If the thought of selling makes you cringe or you want to create a more relational (rather than transactional) sales process, this conversation will leave you inspired and ready to reframe how you sell.

What we cover:

• Why So Many Business Owners Struggle with Selling – And how to reframe selling from extraction to helping.
• What It Means to “Sell Like a Human” – Caryn’s step-by-step approach to making sales feel natural and relational.
• Creating a Trust-First Sales Journey – Why setting clear expectations before, during, and after sales calls builds buyer confidence.
• How to Serve First & Invite Later – Caryn’s practical strategy for warming up her audience through value-packed events before making any offers.
• Why It’s Okay to Have “Groupies” on Your List – And how to release the pressure for everyone to become a buyer.

Connect with my guest, Caryn Gillen:

Download the FREE 5 Ways to Make Coaching Your Marketing Guide here.

Connect with Caryn on Instagram 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 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.

In this episode, I answer a timely question I’ve been exploring recently during my membership relaunch:

"How does the Netflix model apply to online businesses, especially in content delivery, retention, and long-term loyalty?"

Drawing inspiration from Netflix’s mind-blowing roughly 98% retention rate, I unpack how you can borrow the streaming giant’s most effective strategies and apply them to your courses, memberships, or digital products without fancy corporate-level tech!

We cover everything from seamless onboarding and personalization to binge-worthy content and an ongoing evolution so you walk away with practical tips you can implement this week to keep your customers hooked and coming back for more.

What we Cover:

What Makes the Netflix Model So Effective – From frictionless onboarding to data-driven personalization and emotional loyalty.

How to Apply Netflix Strategies to Your Online Business – Practical ways to design and evolve your content delivery and customer experience.

Creating a Frictionless First Impression – Why quick wins and intuitive navigation are key to customer retention.

Personalizing the Journey at Scale – Using tags, segments, and conditional content to customize the customer experience.

Delivering Consistent Value Without Overwhelm – Structuring your content and features to encourage steady engagement and loyalty.

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 behind-the-scenes episode, I share the real-life evolution of my membership, from Copy Confidence Collective to the newly relaunched Retention Lab.

This isn’t just a rebrand—it’s a strategic shift rooted in member feedback, gut instinct, and engagement data. I explore why I made the change, how I involved my members in the process, and what the new structure and focus look like.

If you’ve ever wondered whether it’s time to pivot an existing offer or felt drawn to evolve something that once worked—this episode is your permission slip to listen, adapt, and grow.

What we cover:

• Why I Decided to Rethink my Membership – What wasn’t working anymore and the questions I asked myself to spark the shift.
• The Role of Feedback, Gut Feelings & Engagement Data – How member insights, usage patterns, and timezone challenges prompted a rethink.
• How Copy Confidence Collective Evolved into Retention Lab – The new name, focus, and format that better reflects my passion and members' needs.
• What’s Included in the New Starter & Incubator Tiers – A full walkthrough of what you get, from monthly experiments to ongoing Voxer access.
• Takeaways for Your Own Offer Evolution – How to know when it’s time to change, what to look out for, and how to bring your audience along for the ride.

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 flip the script and answer a question I was originally asked to answer during a recent guest podcast interview:

“What’s the process you follow for creating standout customer experiences?”

There was only so much detail I could get into as during my chat with the podcast host, but this is where I walk you through my step-by-step framework for designing and improving customer journeys—whether you're launching something brand new or optimizing an existing offer.

I share how I use audience feedback, intentional design, strategic automation, and data to create customer experiences that build loyalty, spark joy, and drive repeat business—all while being manageable as a solo business owner and mum of three.

If you’ve ever wondered how to turn your customer experience into your competitive advantage, this is your behind-the-scenes look at exactly how I do that.

What we cover:

• Why Customer Experience Is Your Competitive Advantage – And why it should start well before the purchase and extend long after.
• The 4 Essentials of a Standout Brand Touchpoint – Every customer interaction should be valuable, relatable, actionable, and manageable.
• How I Design Customer Journeys for New Offers – Including how I co-create with my audience before launching anything.
• How to Optimize Existing Offers Using Data and Feedback – Real-life examples of what I added or improved in my offers based on client input.
• Why Automation Doesn’t Mean Impersonal – How I create automated systems that still feel human and strategic.

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 can't seem to get my customers to buy from me beyond that first purchase. What does it really take to turn a first-time buyer into a long-term loyal customer?”

Join me as I break down the key elements of customer retention, showing that it’s not just about delivering a product or service, but about creating an emotional, memorable experience that builds trust and encourages repeat purchases.

If you’re relying too heavily on attracting new leads and don’t see return customers right now, this episode will help you shift your focus to loyalty-building strategies that are simple, human, and impactful.

What we cover:

• Why So Many Customers Only Buy Once – The most common reasons people don’t return after a first purchase.
• How to Make a Memorable First Impression – The power of a personal, thoughtful post-purchase experiences.
• How to Build Trust – Why doing what you say you will (and doing it well) builds long-term brand confidence.
• How to Surprise and Delight Customers Without Spending Big – Small, thoughtful gestures that create big emotional impact.
• How to Gently Guide Customers to Their Next Purchase – Connection over selling: how to introduce the next step in a way that feels helpful, not pushy.

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 listener question about how to nurture different types of buyers—one-on-one service clients vs. digital product/course buyers—through email marketing and clever email segmentation

Thankfully, having multiple offers and audiences doesn’t mean you need to make your email strategy overly complex. Instead, leverage smart segmentation and strategic nurture sequences to serve the right offer to the right person at the right time.

If you want to stop sending generic emails to your whole list and start building trust, personalizing your messaging, and increasing conversions, this episode will give you the actionable strategies to refine your email marketing approach for a multitude of different offers and audiences.

What we cover:

• The Key Differences Between One-on-One Clients and Digital Product Buyers – Why their needs, expectations, and decision-making processes are completely different.
• How to Segment Your Email List Based on Buyer Type – The best ways to categorize subscribers from the moment they join your list.
• How to Create the Right Nurture Sequences for Each Type of Buyer – What to send one-on-one clients vs. DIY buyers to move them closer to a purchase.
• How to Use Trigger Links and Email Behavior to Personalize the Journey – How subscriber actions can dictate which offers and content they receive.
• How to Keep Your Segments Up to Date as Subscribers Evolve – Why a one-time tag isn’t enough and how to track shifting interests over time.

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 listener question around how to clearly communicate the value of a high-ticket one-on-one coaching offer without assigning arbitrary price tags to individual inclusions.

We’ve all seen those sales pages that claim a $99 product contains $5,000 worth of value, which can feel misleading and damaging to your brand and offer trust. Instead of relying on inflated numbers, I share actinable, customer-first strategies to help you highlight the transformation your coaching or service offer provides and use it as your biggest selling proposition.

If you want to increase conversions without gimmicky pricing tactics, this episode will touch on clever ways to position your offer as a well-designed, results-driven solution that speaks for itself.

What we cover:

• Why Assigning Dollar Values to Every Inclusion Can Undermine Trust – Why making up price tags for every feature of your offer can actually hurt conversions.
• How to Reframe Value as a Transformation (Not a Price Tag) – Why it’s more effective to communicate how each inclusion contributes to the overall result.
• How to Use Comparisons Instead of Arbitrary Pricing – Ways to highlight the cost of inaction, time saved, or ease gained instead of attaching made-up numbers.
• How Social Proof Can Reinforce the Value of Your Offer – Using real client testimonials and success stories to showcase how different features have helped past customers.
• How to Present Your Offer as a Complete Solution – Shifting away from an itemized shopping list and positioning your package as a thoughtfully designed experience

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.