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

In this episode, I answer a subscriber question about how to create a five-star client experience for high-ticket one-on-one services and VIP days.

Because as it turns out, premium clients don’t just pay for results—they invest in ease, exclusivity, and a seamless experience.

In this episode, I share strategic yet simple ways to delight high-paying clients, from a smooth onboarding process to surprise-and-delight moments that turn them into raving fans. Expect first-hand examples from within my client-serving business!

If you want to deliver on your high-ticket prices, generate ongoing referrals, and create an experience that clients can’t stop talking about, this episode will give you practical, high-impact strategies to do just that.

What we cover:

• What High-Ticket Clients Actually Expect Beyond the Deliverable – Why ease, personalization, and trust are just as important as the service itself.
• The Role of a Smooth Onboarding Process – How to make scheduling, contracts, and payments feel effortless from the start.
• How to Personalize the Experience Without Overextending Yourself – Small, scalable ways to make clients feel seen, heard, and valued.
• Surprise-and-Delight Strategies That Elevate Your Client Experience – Creative ways to exceed expectations without adding extra work.
• How to Support Clients Beyond the Deliverable – Simple ways to maintain the relationship, encourage referrals, and create long-term client 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 episode, I answer a subscriber question all about using automated email marketing to sell website templates on Evergreen while still attracting clients for done-for-you services.

While many businesses rely on generic email funnels that treat all subscribers the same, I share how a behavior-driven approach can make automated emails feel personal, relevant, and convert more effectively on autopilot.

Let’s explore how trigger links, engagement tracking, and dynamic automation help guide your potential customers through a bespoke customer journey so they only receive offers when they're actually ready to buy.

If you’re looking to scale your digital shop and sell on autopilot without constant live launches, this episode is packed with actionable strategies you can apply today.

What we cover:

• Why Traditional Evergreen Funnels Don’t Work – The biggest problems with generic automated email sequences and why they often fail to convert.
• How Behavior-Driven Emails Create a More Personalized Experience – Why tracking subscriber actions (like email clicks, sales page visits, and abandoned carts) makes a huge difference.
• How to Use Trigger Links to Automate the Right Follow-Ups – Ways to segment your audience based on their behavior and only send offers to those who are interested.
• How to Re-Engage Potential Buyers Who Haven’t Purchased Yet – Strategies for handling email opens without clicks, clicks without purchases, and cart abandonment.
• Using Urgency and Scarcity Without Feeling Pushy – How limited-time bonuses, real-time availability updates, and strategic follow-ups can boost conversions.

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 an anonymous listener question:

“What would you do if sales during your live course launch were slower than expected to reenergize your launch?”

If you've ever hit the dreaded mid-launch slump, this episode is for you.

I walk you through the importance of real-time, data-driven strategies to diagnose the issue, re-engage your audience, and boost conversions… all without feeling salesy.

What we cover:

• Why Your Launch Sales Might Be Slower Than Expected – Common reasons behind a mid-launch slump and how to work out if it’s normal or a red flag.
• Diagnosing the Problem with Data – How to use tools like heat maps, email metrics, and engagement insights to pinpoint where potential buyers are dropping off.
• Re-Engaging Your Audience in the Middle of Your Launch – Creative ways to revive interest and maintain momentum when enthusiasm starts to fade.
• Leveraging Social Proof to Build Trust – How to use case studies, testimonials, and live student experiences to overcome objections and increase conversions.
• Personalization Strategies That Nudge Hesitant Buyers – Simple yet effective ways to make potential customers feel seen, heard, and confident in their decision to buy.

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 a Copy Confidence Collective member about how to naturally encourage free event attendees to upgrade to a paid offer… without feeling pushy or salesy.

Member question: “What’s a compelling way to get the attendees of a free event to opt into the paid upgrade so it feels natural and not salesy?”

I explore effective strategies to monetize your virtual events, via tweaks to your paid upgrade positioning, making it easy to upgrade, and creating clever genuine urgency (without necessarily having to discount).

Whether you're running a virtual summit, an online challenge, or a free event with a paid VIP option, today is all about customer-first strategies to make the upgrade feel like the obvious next step without devaluing the free experience.

Ready to maximize the results for you and your attendees?

00:00 Introduction to Customer Experience Challenges

00:24 Understanding Free vs. Paid Event Dynamics

01:55 Reasons for Upgrading at Free Events

09:27 Strategies for Encouraging Upgrades

16:17 Final Thoughts on Event Structuring

What we cover:

• Why People Upgrade (or Don’t) – Understanding the key motivators behind why attendees choose to pay for an upgrade.
• The Biggest Mistakes to Avoid When Selling an Upgrade – Common pitfalls that make people not see the value in upgrading.
• How to Position Your Paid Upgrade as the Next-Level Experience – Creating a compelling reason for attendees to say yes without devaluing the free experience.
• Organic, Feel-Good Sales Strategies – How to weave upgrade opportunities into your event without resorting to high-pressure tactics.
• Making It Effortless to Upgrade – Practical ways to ensure attendees can upgrade in just a few clicks, right when they’re most interested.

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 web designer Jessica Haines about how to create deeper connections with website visitors through strategic customer experiences.

As it turns out, your website is more than a sales tool—it’s an opportunity to build relationships, spark delight, and guide potential clients towards working with you.

This episode is jam-packed with actionable out-of-the-box strategies to personalize your website experience, create moments of surprise and delight, and infuse personality into every page.

What we cover:

• Why Your Website Should Be More Than a Sales Page – The importance of treating your website as a relationship-building tool, not just a place to list offers
• The Biggest Mistakes Business Owners Make with Their Websites – Common pitfalls to avoid
• Infusing Personality and Trust into Your Website Copy – How to stand out in a crowded market by making your messaging feel uniquely you.
• Creative Ways to Create a Client Magnet Website Experience – Using interactive elements to make your browsers’ lives easier

Learn more about Jessica Haines 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 answer a listener question about effectively marketing one-on-one coaching services when they’re the right fit, but can’t afford to work with you.

If you're a coach or service provider wondering how to sell high-ticket offers to an audience that hesitates due to pricing, this episode is for you. I share practical strategies to refine messaging, build trust, and position offers effectively—without pushing or discounting.

What we cover:

• Is Price Really the Problem? – Understanding the difference between people who genuinely can’t afford your offer vs. those who don’t see the value yet.
• The Power of Trust-Building Messaging – How testimonials, case studies, and success stories can do the selling for you.
• Reducing Risk & Making It Easier to Say Yes – Using limited-time bonuses, flexible payment plans, and discovery calls to encourage conversions.
• Aligning Offers with the Customer Journey – Why timing and nurturing matter more than a hard sell and how to use small-ticket offers as stepping stones.
• How to Spot When Someone Is Ready to Buy – Identifying audience signals that show when they’re primed to invest in a one-on-one 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.

In this first episode of 'What Would They Do?', we kick things off by answering the important question: What is the difference between Customer Service and Customer Experience.

So often mixed up and misunderstood, we explore the role each plays in your customer journey as well as the bigger goals they can achieve within your online business.

What we cover:

• The Power of Customer Experience – Why customer experience is more than just good service and how it directly impacts sales, brand loyalty, and long-term success.
• Making Sales Feel Natural – How to create a buying journey that doesn’t feel pushy but instead builds trust and encourages customers to say “yes” effortlessly.
• How Listeners Can Get Involved – Encouraging participation by inviting real questions from business owners who want practical, strategic advice tailored to their challenges.

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.

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.