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

81. The 12-month onboarding experience that runs itself (without losing the personal touch)

What if you could automate almost your entire customer onboarding experience... without making it feel automated? In this episode, I'm taking you behind the scenes of a

80. What your offer ecosystem can learn from music festivals with Ceels Lockley

What if your customer experience didn't begin after someone bought from you, but with the way you designed your offers? In this episode, I'm joined by offer strategist C

79. The State of the Customer 2026: 3 findings that will change your approach

Most online business owners believe they're creating a great customer experience. But are they measuring it? In this episode, I'm giving you an exclusive sneak peek insi

78. The hidden cost of using AI to improve your marketing & messaging

In this episode, I'm taking you behind the scenes of a recent client project that completely changed the direction of an established membership. Like many business owner

77. Why your best customers don’t hold the best insights (and who is!)

In this episode, I'm taking you behind the scenes of a recent client project that completely changed the direction of an established membership. Like many business owner

76. Love at first click & why retention starts before the sale

In this episode, I'm unpacking a cancellation survey response from a former Retention Lab member that perfectly captures one of the biggest misconceptions I see in online

75. The best launches start with this (nope, it’s not copy)

You've launched before, your audience knows you, and your offers have sold successfully. So surely launching your next offer should be easier... Right? Not always. In

74. Where is your customer journey falling apart? Let’s diagnose…

If your evergreen funnel isn't converting, your membership churn is creeping up, or you just have a nagging feeling something in your customer journey is off... this epis

73. The real reason you can't bring your ideas to life (and what to do about it)

If you've ever caught yourself adding yet another idea to your list and calling it progress, this episode is for you. So many small business owners are sitting on genuin

72. Hot Seat: How to make your email automations feel personal with Rachel Smith

What if your email automations could do the heavy lifting of personalisation... without you writing a separate email for every type of subscriber? That's exactly what we

71. Set your intentions, and I'll remind you in 60 days

Most of us think about customer experience as something we do for other people. But the most intentional brand experiences start with how clear you are about your own di

70. The 2026 State of the Customer Survey is open

Last year's State of the Customer Survey fundamentally shifted how I think about what online business owners and their customers need in the online space. Right now, I'm

69. Behind my first virtual event: the format, the results, the tech, and what I'd do differently

Running a virtual event that people actually engage with from start to finish is something a lot of small business owners dream about, and spend way too long sitting on.

68. 95% Client Retention without burning out with Dr. Tiffany Shelton

What if retention wasn’t about luck, but about how you design your offer from the very beginning? In this episode, I’m joined by neuropsychologist and systems strategist

67. The ‘false momentum’ problem in your membership or online program

Your audience is opening emails, watching the content, replying in the community and liking the posts. So why does it still feel like nothing is actually moving forward?

66. Before you retire your offer, listen to this

Sales have slowed down. Your offers suddenly feel questionable. And now you’re wondering whether it’s time to scrap everything and start over. Before you retire your off

65. Hot Seat: How to design a membership busy people will stick with

What happens when your audience needs your content, but still doesn’t engage with it? In this special hot seat episode, I am joined by Retention Lab member Scotti Weintr

64. Building repeat revenue as a service provider

If your business slows down every time leads dry up, this episode might feel a little too accurate. In this episode, I challenge service providers to rethink their entir

63. 12 Retention strategies that increased revenue, engagement & loyalty

If you’ve ever thought… “I just need more leads.” “Why aren’t people sticking around?” “There has to be a smarter way to grow this…” …this episode is your snack platt

62. Discounts, deadlines and bad habits & what it takes to fix these sales patterns

Ever feel like your audience only buys when there’s a discount, countdown timer, or last-minute panic email? You might unintentionally have trained them to do exactly th