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

Nadine Nethery | Customer Experience Strategist & Copywriter
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Welcome to What Would They Do?, the customer experience podcast for small 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 small business owners who want to stand out with truly bespoke customer experiences before, during and after the purchase. We're going to touch on email marketing, brand messaging, copywriting, pricing strategies, offer positioning, customer delight and even gamification!

  1. 4 DAYS AGO

    31. The real-life retreat strategy that builds raving fans with Holly Haynes

    Can real-life, unpolished experiences beat slick online strategies in 2025? In this episode, I chat with business strategist Holly Haynes about how she’s stripped back the polish, welcomed clients into her home (literally), and built an in-demand retreat experience that drives loyalty, transformation, and word-of-mouth growth. We unpack how Holly's in-home retreats don’t just create impact in the moment, but scale trust, boost referrals, and turn attendees into repeat clients. You’ll also hear how intentional pre-work, a touch of surprise and delight, and a whole lot of humanity can make your events unforgettable without five-star resort budgets. Whether you’ve been dreaming of hosting a retreat or want to infuse your online business with deeper connection, this episode is your permission slip and contains practical gold. What we cover: How Holly turned her living room into the ultimate client loyalty engineWhy imperfect, grassroots experiences often outperform glossy productionsHow to scale the impact of non-scalable offers through word of mouth and contentWhat pre-retreat prep and post-retreat follow-ups look like inside Holly’s modelHow introverts (and messy households) can host powerful events, too Connect with Holly Haynes: Holly Haynes empowers female entrepreneurs to build thriving, scalable businesses without relying on social media hustle. A former Fortune 500 strategist, she built her own business while working full-time and raising twins—retiring herself and her husband in just two years. Now, through her coaching programs, the Crush the Rush™ Planner, and her top 100 Crush the Rush™ podcast, she’s helped thousands of women grow life-first businesses that align with their values and priorities. Website: https://www.hollymariehaynes.com The Crush the Rush Podcast: https://www.hollymariehaynes.com/podcast Instagram: https://www.instagram.com/thehollymariehaynes Listen to the free private podcast: https://www.hollymariehaynes.com/social View the episode transcript here. Where to from here? Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here! Join Retention Lab 🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join 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.

    28 min

  2. 15 SEPT

    30. Proactive sales strategies that don’t feel pushy

    In this bite-sized episode, I answer a listener question that will resonate with many new business owners: “Selling in my business currently looks like this: I wait for someone to reach out and then I engage with them. How can I become more proactive in the way I support people before the purchase?” If you’ve ever felt stuck in reactive sales mode, this episode offers a practical shift. I share smart, scalable ways to engage with your warm leads before they hit the “buy” button to build confidence, trust, and momentum at exactly the right time. From clever email triggers to personalised touchpoints and strategic storytelling, tune in to learn how to support your future customers without feeling pushy or invasive… with examples taken straight from my business. What we cover: What Proactive Pre-Purchase Engagement Actually Means How tracking audience behavior and acting on buying signals can drastically reduce sales friction.The Problem with Waiting for Leads to Reach Out Why sitting back may be costing you conversions—and what to do instead.Scalable & Personal Touchpoints That Build Trust Ways to blend automation with personal outreach that feels supportive (not salesy).Reducing Risk and Creating a Confident Buying Experience Why pre-empting objections and offering tailored info gives your audience the clarity to say yes Check out my Client Cast Formula Course to help you launch a choose-your-own-adventure private case study podcast for your business. View the episode transcript here. Where to from here? Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here! Join Retention Lab 🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join 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

  3. 8 SEPT

    29. What customers really want in 2025 (3 surprising truths from the State of the Customer Report)

    If your customers had to choose between speed, clarity, or delight, what do you think they'd pick? In this special insights-packed episode, I answer that very question based not on gut instinct, but on hard data from my 2025 State of the Customer Survey. I reveal 3 powerful (and surprising!) truths about how business owners view their own customer experience, and how that stacks up against what customers actually value. From the automation gap and personalization pitfalls, to the truth about acquisition vs retention across business models, this episode is your data-backed wake-up call to do CX differently. Tune in for sneak peeks of the full report, get your hands on the free 30-page Report, and discover how to join the Retention Lab for a LIVE walkthrough of what it all means for your business on 16 September 2025. What we cover: The gap between confidence and reality in customer experience deliveryWhat customers say they value most (it’s not what you think!)The unexpected retention patterns across different business typesThe critical role of automation and personalization in shifting patterns (and your success!)How to use this data to create your own customer-first playbooks for 2025 View the episode transcript here. Where to from here? Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here! Join Retention Lab 🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join 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.

    14 min

  4. 1 SEPT

    28. Creative loyalty program ideas that don’t hurt your profit margins

    In this episode, I answer a powerful listener question: “I'm considering a loyalty program for my online business, but can't afford to discount my offers. What are the alternatives?” If you’ve ever felt caught between wanting to reward your most loyal customers and the fear of undercutting your pricing structure, this episode is a must-listen. I share why discounts aren’t the only (or the best) way to nurture loyalty, and what to do instead. Whether you’re a service provider, course creator, or membership owner, you’ll walk away with practical, high-impact loyalty strategies that protect your margins and strengthen your customer relationships. From surprise-and-delight perks to status-based incentives, this episode is packed with creative, conversion-smart ideas you can apply right away without touching your pricing. What we cover: Why discounts aren’t the only way to drive urgency or reward loyalty—and how they may actually hurt your brand long-term.What a value-driven loyalty program really is, and how it deepens brand commitment without eroding your margins.How exclusivity and recognition can drive repeat purchases more effectively than promo codes.Real-life loyalty perk ideas you can start implementing today—tailored for service providers, course creators, and membership owners.How to use status markers and private experiences to reward loyalty, create urgency, and boost word-of-mouth advocacy. View the episode transcript here. Where to from here? Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here! Join Retention Lab 🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join 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.

    10 min

  5. 25 AUG

    27. Why your website isn’t converting (and what to fix first) with Victoria Furlong

    In this episode, we’re answering a common (and slightly painful) question: “Why isn’t my beautiful website converting?” I chat with Showit web designer and marketing strategist Madelyn Furlong to explore why a stunning design isn’t enough, and what you can do to make your website start pulling its weight. Whether you’re in the middle of a new website launch, a website refresh, or just wondering why your site visitors aren’t turning into clients, this conversation is packed with practical fixes and real-world examples to help you get results. What we cover: The Real Job of Your Website – Why your website is more than a digital business card and how it fits into your broader customer journey.The “Pretty But Pointless” Trap – How good-looking websites often fail without the right strategy and messaging to back them up.Top Red Flags That Kill Conversions – From vague headlines to confusing navigation and too many call-to-actions, here’s what to audit first.3 Low-Lift, High-Impact Tweaks – Quick updates like strategic CTAs, above-the-fold messaging, and scroll-stopping testimonials that instantly improve conversions.The Power of Heatmaps & Data – Why tools like Hotjar can help you see what users are really doing on your site—and where they’re dropping off.A Hot Take on Testimonials – Why testimonials are more than just “nice to have,” and how to turn them into powerful conversion tools. 00:00 Introduction to Website Effectiveness 02:33 Understanding the Role of a Website in Customer Journey 04:27 The Importance of Design and Strategy 06:32 Auditing Existing Websites for Improvement 09:02 Actionable Tweaks for Instant Conversion Boosts 11:14 Client Success Stories and Lessons Learned 13:25 Exploring AI in Marketing Strategies 21:46 Unlocking Website Potential: Essential Updates 22:13 Maximizing Engagement and Profitability Connect with Madelyn: Having a standout marketing strategy doesn’t mean you have to share a new post every day that end in -y! That’s where Madelyn comes in. She helps small businesses create ShowIt websites and engaging social media content so they can turn their leads into sales. Website: https://madelynvictoriaco.com The FREE Website Checklist: madelynvictoriaco.com/website-checklist Instagram: https://www.instagram.com/madelynvictoriaco/ View the episode transcript here. Where to from here? Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here! Join Retention Lab 🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join 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.

    24 min

  6. 18 AUG

    26. The strategic approach to exceptional virtual summit experiences with Dolly DeLong

    In this episode, I welcome Dolly DeLong, Systems and Workflow Wizard, and experienced virtual summit host, to demystify virtual summits and reveal the special touches that create outstanding attendee experiences. Dolly shares her strategic approach for the upcoming Black Friday Insider Summit, from early speaker pitching to thoughtful automations, ensuring smooth execution and attendee engagement. Swipe Dolly’s approach to clear communication, meticulous planning, and intentional nurturing of attendees and speakers alike for your first or next summit. What we cover: Intentional Pre-Summit Strategies: How early pitching and clear communication with speakers and attendees set summits up for success.Special Touchpoints for Attendee Delight: Leveraging personalized videos and strategic email nurturing to build trust and excitement.Automations and Tech Tools: Utilizing clever tech to streamline and automate summit logistics.Maximizing Engagement and Attendance: Keeping attendees engaged through strategic email communication.Feedback and Continuous Improvement: Collecting valuable feedback from both attendees and speakers to refine and improve future summits. Mentioned Resources (affililate links): The Black Friday Insider Summit 2025 (26 - 28 August 2025) Bonjoro Deadline Funnel Summit in a Box Hello Audio Connect with Dolly DeLong: Website: https://systemsandworkflowmagic.com/ Instagram: https://www.instagram.com/dollydelongeducation/ Dolly's Podcast: https://systemsandworkflowmagic.com/podcast View the episode transcript here. Where to from here? Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here! Join Retention Lab 🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join 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.

    43 min

  7. 11 AUG

    25. Why your best customers leave (and how to prevent it)

    Join me as I answer the question: “How can I use the data I have available to me to keep my best customers?” If you've ever been blindsided by a cancelled retainer, course dropout, or membership churn, this one’s for you. Join me as I walk through simple but powerful ways to identify early warning signs, set up automations, and take timely action before a client ghosts you or clicks "cancel." Whether you’re a service provider, course creator, or membership site owner, these customer retention strategies can help you step away from gut feelings and toward data-driven action. What we cover: What "At-Risk" Really Means – How to define and spot customers at risk of churning, across service, course, and membership models.The Most Telling Churn Signals by Business Type – What behaviour shifts to look for in clients, students, and members before they ghost you.Why Guessing Isn’t a Strategy – How to move away from gut feelings and toward measurable data patterns.Simple Automations That Help You Step In Early – How to trigger personal check-ins, nudges, and re-engagement workflows before it’s too late.Real Examples From Retention Lab & 1:1 Client Projects – How I use behaviour-based data and ConvertBox pop-ups to catch disengagement before it becomes a cancellation. View the episode transcript here. Where to from here? Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here! Join Retention Lab 🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join 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.

    15 min

  8. 4 AUG

    24. Scaling student support with CustomGPTs (without sacrificing the experience) with Kirsty Fanton & Ami Williamson

    In this episode, I am joined by CommsCamp founder Kirsty Fanton and her behind-the-scenes tech partner Ami Williamson to unpack how they built CommsBot, a custom GPT designed to give students real-time, tailored support inside a group coaching program. It’s an answer to a question by my guest expert in episode 19, PR and visibility expert Gloria Chou: “With so many coaches adding custom GPTs to their group programs, how do you balance the benefit of getting your student better results with the risk of making the experience more impersonal?” Together, we explore how to make AI work for your customer experience, without making it feel robotic or like a shortcut. From ethical considerations to feature planning and student testing, this episode walks through the full behind-the-scenes of a thoughtful, human-first approach to integrating AI into your program or membership. What we cover: The real “why” behind CommsBot – How they used audience insights to spot a clear gap between “learning” and “doing,” and how the bot helps students practice communication in a safe, low-stakes way.How to avoid building a robot version of yourself – Why the goal isn’t to clone the coach, but to create a guided concierge-style support tool that amplifies what students are already learning from you.The three core functions of CommsBot – Understanding, Implementing, and Role-Playing—and why each mode was intentionally designed to align with different stages of the student journey.Behind the scenes of building the bot – How Kirsty and Ami worked together to train the GPT using transcripts, frameworks, and internal language from the course—and avoided overwhelming the bot with the wrong kind of data.AI ethics and privacy considerations – What they did to protect Kirsty’s intellectual property, set clear boundaries for the GPT, and build trust with students using the tool. Connect with my guests: Kirsty is an ex-psychotherapist, ex-copywriter, and ex-pert communicator who helps online business owners hear and get heard when it matters most - in their emails, on their socials, with their clients, with their teams, and on podcasts like this one. Website: https://www.kirstyfanton.com CommsCamp: https://www.kirstyfanton.com/commscamp Ami is the AI-obsessed copywriter behind Damn Write — where she helps fellow chaotic creatives turn their “too much” or “too weird” into a brand, a bot + a biz that feels like a revelation. And when she’s not conjuring up Brand Bibles and sales copy, she’s deep in the AI underworld: building custom GPT bots for course creators who wanna scale without selling their souls. Website: https://www.damnwrite.com.au/ Ami's Custom AI Course Bot Service: https://www.damnwrite.com.au/ai-course-bots View the episode transcript here. Where to from here? Find out how you can get my strategic customer experience brain on your brand here. Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here! Join Retention Lab 🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join 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.

    37 min
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About

Welcome to What Would They Do?, the customer experience podcast for small 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 small business owners who want to stand out with truly bespoke customer experiences before, during and after the purchase. We're going to touch on email marketing, brand messaging, copywriting, pricing strategies, offer positioning, customer delight and even gamification!

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