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

Nadine Nethery | Customer Experience Strategist & Copywriter
  • 5.0 (2)
  • Marketing
  • Updated Weekly

Welcome to What Would They Do?, the customer experience podcast for online business owners. Every week, I answer your burning CX questions, and set you up with actionable, out-of-the-box customer experience strategies you can pull off without costly tech tools or lavish corporate marketing budgets! Join me as I explore different aspects of the customer journey, and how a remarkable customer experience can boost customer loyalty, first-time sales and your audience engagement… and so much more! Whether you’re a course creator, membership site owner or service provider, this is the customer experience podcast for online business owners who want to stand out with truly bespoke customer experiences before, during and after the purchase. We're going to touch on customer retention, email marketing, brand messaging, copywriting, pricing strategies, offer positioning, customer delight and even gamification!

  1. 3 days ago

    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 running it again, because 2026 feels like a very different conversation. In this short episode, I'm telling you exactly what's in it for you when you take five minutes to add your perspective. Revisit the 2025 State of the Customer Report in Episode 29 right here. What we cover: Why 2026 needs its own data set and what's shifted since last yearHow the two-hat structure of this survey gives you perspective on your own businessWhy a more diverse respondent group makes the findings more useful for everyoneWhat you get for completing the survey and leaving your detailsHow your answers shape the conversations happening in the online business space this year View the episode transcript here. Where to from 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.

    8 min

  2. 15 June

    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. In this episode, I'm pulling back the curtain on the Retention Games, my first out-of-the-box virtual event that featured 19 speakers, a crowd voting format, and physical contestant cards. If you've been thinking about hosting your own standout event and want a real, honest look at what's involved, this one's for you. What we cover: What made the Retention Games format so different from a standard virtual summitThe results, including reach, list growth, podcast impact, and a conversion rate I'm genuinely happy withThe tech stack I used (mostly tools I already owned)Why and how Airtable basically ran the whole event on autopilotWhat attendees and speakers loved and the honest feedback I'm taking on boardThe popularity contest misconception the numbers totally debunk (full reveal in the Retention Lab debrief on 19 June!)Whether I'd do it again (spoiler: absolutely) and what the 2027 edition might look like Tools I mentioned (some affiliate links): Showit Thrivecart Airtable Blockbuilder GoBrunch Convertbox Hotjar View the episode transcript here. Where to from 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.

    21 min

  3. 8 June

    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 Dr. Tiffany Shelton, who has built a program with a 95% retention rate (yes, let that number sink in!). Together, we explore how pricing, psychology, and customer experience work together to create long-term client relationships that actually last. Spoiler: People don’t stay because your content is good. They stay because your entire experience is designed for them to succeed. What we cover: How pricing impacts behaviour, commitment, and resultsThe concept of “skin in the game” (and why it matters more than you think)Why long-term commitment models can increase retentionThe role of psychology in consistency and follow-throughWhy calling in the right people matters more than calling in more people Connect with Dr. Tiffany Shelton: Grab her Systems Check Checklist: https://www.modambition.com/pages/success-systems-checklist Meet Tiffany on YouTube: https://www.youtube.com/@TiffanyShelton View the episode transcript here. Where to from 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.

    36 min

  4. 1 June

    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? In this bite-sized episode, I unpack a problem that affects memberships, courses, and online programs everywhere: False momentum. Because activity is not the same thing as progress. And just because people are consuming your content doesn’t mean they’re taking action toward the transformation they actually joined for. This episode explores the difference between engagement and real momentum, why relying on self-motivation is dangerous, and how to design experiences that naturally move people forward instead of keeping them busy. What we cover: The difference between fake momentum and real momentumWhy engagement metrics can be misleadingThe hidden friction stopping customers from taking actionHow to reduce decision fatigue inside your offersWhy self-motivation is not a reliable retention strategyHow to design experiences that naturally encourage continuation View the episode transcript here. Where to from 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.

    9 min

  5. 25 May

    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 offer and spiral into an offer identity crisis, listen to this episode. This is where I break down one of the most common mistakes online business owners make during a sales drought: Assuming the offer itself is the problem. Because often? The issue is not the offer. This episode explores the hidden friction points that quietly stop people from buying and how business owner bias, unclear messaging, and missing context create confusion long before someone reaches the checkout page. What we cover: Why slow sales don’t automatically mean your offer is redundantHow founder bias impacts your messagingWhy your audience often needs more clarity over featuresThe subtle friction points stopping people from buyingWhy people don’t “just get it” the way you think they doThe key question to ask before retiring an offer View the episode transcript here. Where to from 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.

    9 min

  6. 18 May

    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 Weintraub, founder of Reframe Parenting, to workshop a real business challenge: “How do you keep overwhelmed, time-poor members engaged in a low-cost membership?” Together, we unpack how to design a membership experience that feels like a support system, not another obligation, and how to create engagement without adding more pressure. What we cover: Why great content doesn’t guarantee engagementThe importance of removing guilt and pressure from your experienceHow to design a membership people actually useThe power of asynchronous support (and why live calls aren’t enough)How to create quick wins that build momentumWhy engagement (not content) is what drives retention Connect with Scotti Weintraub: Website: https://www.reframeparenting.com/ Quiz: https://www.reframeparenting.com/quiz-golden-girls Instragram: https://www.instagram.com/reframeparenting/ Threads: https://www.threads.com/@reframeparenting View the episode transcript here. Where to from 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.

    36 min

  7. 11 May

    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 entire growth model and ask one uncomfortable question: “If you couldn’t generate a single new lead for 90 days… what would happen?” This episode dives into why most service-based businesses are built around acquisition instead of longevity, and how that creates a cycle of stress, inconsistency, and constant starting over. If you’re tired of the feast-or-famine rollercoaster, this is your cue to fix what’s actually broken. What we cover: The difference between acquisition and longevity (and why it matters)Why more marketing won’t fix a broken retention strategyHow to identify gaps in your customer journeyWhat a continuation strategy actually looks likeHow to create offers that naturally lead to the next step View the episode transcript here. Where to from 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.

    12 min

  8. 4 May

    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 platter of ideas. In this special teaser episode, I’m giving you a behind-the-scenes look at the upcoming Retention Games from 12-15 May 2026 (grab your free ticket here), my completely reimagined virtual event where 20 retention strategies go head-to-head. You’ll hear directly from the contestants as they share raw, unscripted previews of the strategies they’ll be revealing inside the Games. We’re talking: 172% retention increases 99% conversion strategies $66K in additional revenue from one tweak High-retention memberships running for years If retention has been your blind spot, this episode will give you 12 specific ideas on how to fix it. What we cover: How one membership increased retention by 172% while reducing launchesA 20-minute gamification strategy that boosts engagement instantlyA 3-part “retention engine” that turns retention into your main growth driverA high-touch strategy that generated $66K in extra revenuePersonalisation strategies that make customers feel seen (and stay)An offboarding sequence with a 99% conversion rate View the episode transcript here. Where to from 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.

    20 min
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Ratings & Reviews

5
out of 5
2 Ratings

About

Welcome to What Would They Do?, the customer experience podcast for online business owners. Every week, I answer your burning CX questions, and set you up with actionable, out-of-the-box customer experience strategies you can pull off without costly tech tools or lavish corporate marketing budgets! Join me as I explore different aspects of the customer journey, and how a remarkable customer experience can boost customer loyalty, first-time sales and your audience engagement… and so much more! Whether you’re a course creator, membership site owner or service provider, this is the customer experience podcast for online business owners who want to stand out with truly bespoke customer experiences before, during and after the purchase. We're going to touch on customer retention, email marketing, brand messaging, copywriting, pricing strategies, offer positioning, customer delight and even gamification!

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