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

86. A powerful social media rethink with Xanthe Appleyard

If you've ever found yourself posting on Instagram, hearing crickets, questioning your entire social media strategy and then disappearing for the next few weeks, this epi

85. What to hand off to AI and what to keep human with Kinsey Soderberg

If you've been sitting on the fence about AI because you're worried it'll make your brand feel less like you, this episode is going to be a game changer. Today I'm joine

84. Why I'm retiring most of my courses (and what it means for your offer lineup)

If you have a growing list of offers in your business and a nagging feeling that half of them simply aren't pulling their weight anymore, this episode is going to hit clo

83. From SEO to discoverability: How search is changing with Laura Jawad

SEO isn't just about keywords and Google rankings anymore. Your potential customers are searching everywhere, from Google and YouTube to ChatGPT and other AI tools. And

82. The 3 questions I ask before automating any customer touchpoint

Just because you can automate something in your business does that mean you should? As your business grows, automation can feel like the obvious answer to buying back mu

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?