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

Nadine Nethery | Customer Experience Strategist & Copywriter
  • 5.0 (11)
  • 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. 2D AGO

    52. Amplifying the client journey in service-based businesses

    What would it take to turn your one-off clients into loyal superfans? In this episode, I respond to a question from my guest expert in episode 26, family photographer & systems expert Dolly DeLong, who asked: “How can I amplify my client journey and truly elevate the experience I give my photography clients?” Whether you’re a photographer, designer, copywriter, or coach, this episode shows you how to rethink the client journey from first contact to post-delivery and infuse it with emotion, meaning, and retention magic. Packed with practical examples (and totally systemisable ideas), it’s your go-to guide to building relationships that last. What we cover: What “amplifying the customer journey” really means (hint: not more noise)How to map and elevate the “moments that matter” in your client journeyDolly’s example: turning a typical photography experience into something unforgettableHow to use onboarding forms for more than admin — and actually spark loyaltyBonus retention strategies for other service providers View the episode transcript here. Where to from 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! 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! 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

  2. FEB 9

    51. Thinking About Switching Email Platforms? Here’s my recommendation...

    Thinking about switching email platforms, but overwhelmed by the tech or afraid of breaking what’s already (sort of) working? In this episode, I take you behind the scenes of my email setup and explain why I chose Drip as my go-to platform for retention, loyalty and subscriber delight. From Flodesk to Drip, and from sending newsletters to building strategic, behavior-driven journeys, this episode walks you through what makes Drip different and how it’s helped supercharge my business (and my clients’). You'll also hear how Shelley Hitz, a Retention Lab member, made the leap from email frustration to full-blown email strategy in Drip with me by her side. If you’ve ever felt boxed in by your current email provider, or if you're curious what it actually takes to make your email platform work for you (not against you), this one’s a must-listen. What we cover: Why I left Flodesk (despite the unbeatable pricing)The non-negotiables that made me choose Drip over ActiveCampaign, Kit, and othersWhat makes Drip so powerful for service providers, course creators and membership ownersThe mistake most people make when switching email providersHow Shelley switched platforms without the overwhelm by joining Retention Lab IncubatorWhy choosing a better tool isn’t enough View the episode transcript here. Where to from 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! 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! 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. FEB 2

    50. What 50 podcast episodes revealed about customer experience & retention (it might surprise you!)

    It’s episode 50! And as What Would They Do? is coming up to its one-year anniversary, I’m taking a closer look at the biggest themes that have emerged from 50 episodes of listener questions, expert interviews, and strategic CX deep-dives. But don’t expect a “top episodes” recap. This episode gives you a thoughtful analysis of the patterns that show up again and again in businesses that grow sustainably, retain more customers, and create meaningful brand connections. If you're craving real-world insight into what works (and why), this bite-sized episode is packed with practical takeaways and prompts to apply to your own customer journey. Revisit the episodes I mention here: Episode 35 with Ash McDonald Episode 31 with Holly Haynes Episode 24 with Kirsty Fanton & Ami Williamson Episode 42 with David Wachs Episode 9 answering Michelle Pontvert’s member question Episode 40 with Laura Kendrick Episode 37 with Brenna McGowan View the episode transcript here. Where to from 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! 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! 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

  4. JAN 26

    49. This sales page tweak made 83% of browsers stop and interact

    Retention sounds great in theory, but what does it actually mean for your bottom line? In this quick episode, I pull back the curtain on one simple, scroll-stopping sales page strategy that turned heads during the founding member launch of Retention Lab. You'll hear how I brought the abstract concept of retention to life with a powerful interactive tool that got 83% of page visitors to pause and engage, being sold by their own metrics. If you've ever struggled to explain the value of what you sell (especially the long-term value), this is the episode for you. Want to get free access to the entire strategy? Join me FREE at Behind the Launch from 2-7 Feb 2026. Tuning in down the track? Join Retention Lab for everything you need to implement this strategy in your business. Cancel any time! 😉 What we cover: Why retention is such a fluffy, hard-to-sell concept (and how to make it tangible)The interactive sales page hack that helped browsers see the value for themselvesThe core customer journey metrics this tool is built aroundWhere to go if you want the behind-the-scenes breakdown (right here from 2-7 Feb 2026) View the episode transcript here. Where to from 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! 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! 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.

    5 min

  5. JAN 19

    48. Creating personal client experiences & healthy boundaries with Hamilton Schmid

    In today’s episode, we’re answering a question that hits home for every service provider, course creator, and membership site owner: How do you build personal relationships that make your clients feel seen while still maintaining the boundaries that protect your own privacy and time? To unpack this, I’m joined by Hamilton Schmid, founder of Your Virtual Cornerstone, a thriving agency that’s grown almost entirely through word-of-mouth over the past five years. Hamilton’s secret? A smart mix of intentional systems, respectful boundaries, and deeply personal customer experiences. Whether you're just starting out or scaling up, this episode will inspire you to rethink your capacity, tighten your processes, and still make your clients feel like VIPs. What we cover: Why building genuine client relationships doesn’t mean you have to sacrifice your sanityThe difference between high-touch and overavailable (and why Hamilton doesn’t work Fridays)The power of voice notes for client intimacy & brand voiceHow to semi-systemise surprise-and-delight moments without making them roboticWhy “delivering what you promise” is the ultimate referral strategy Connect with Hamilton Schmid: Free 30 min Outsourcing Strategy Call: https://calendar.app.google/tWSf2hU9SYvGqMU26 Website: www.yourvirtualcornerstone.com Instagram: https://www.instagram.com/virtualcornerstone/ Threads: https://www.threads.com/@virtualcornerstone View the episode transcript here. Where to from 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! 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! 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.

    34 min

  6. JAN 12

    47. Stop reacting: build a more intentional business in 2026

    In this final episode of the reflection and intention-setting series, I share my personal approach to planning with purpose and how intentionality can shape your business in 2026 and beyond. I open up about how I mapped out my entire year in advance without needing every detail locked in so I can focus my energy on what really moves the needle. But this isn't just about calendars and to-do lists. It's about being strategic with your customer journey, mapping from the outside in, and creating offers and experiences that meet your audience where they are. If you're tired of reactive launches, last-minute stress, and half-baked onboarding, this episode will help you step into the year with clarity, intention, and a customer experience designed to retain and delight. What we cover: What intentionality in business really means (and why it’s more than just “planning”)Why understanding your audience’s seasonal needs is key to retentionMapping your customer experience backwards from key moments that matterHow Retention Lab can help you make these strategies actionable View the episode transcript here. Where to from 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! 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! 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

  7. JAN 5

    46. Rethinking offers in the age of AI (and why the human touch matters)

    I’m kicking off 2026 with a shift that’s quietly changing the way we do business. In this bite-sized solo episode, I reflect on my Word of the Year: Community. And what it means for the online space, the rise (and fall) of self-paced resources, and why real human connection is back in the spotlight. Tune in to hear how I’m reshaping my offers and showing up differently this year, from evolving my 1:1 services to infusing more connection into my signature membership, Retention Lab. Whether you're feeling the pull towards more meaningful conversations or are just tired of figuring things out alone, this episode will meet you where you're at. What We Cover: The shift away from DIY, self-paced resources in 2025How AI is accelerating the demand for human-first experiencesMy Word of the Year and what it means for my businessWhat’s changing in Retention Lab (especially at the Starter level)An invitation to build, brainstorm, and grow together in 2026 View the episode transcript here. Where to from 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! 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! 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

  8. 12/29/2025

    45. My transparent 2025 recap: What worked (and flopped) in my business this year

    As 2025 winds down, I’m pulling back the curtain on what this rollercoaster of a year really looked like behind the scenes in my business. From record-breaking months to dips that tested my resilience, this transparent wrap-up is part celebration, part reflection, and part forecast. I’ll walk you through the hard numbers, the honest lessons, and how all of it is shaping my focus for 2026 (spoiler alert: community is front and centre). Inside this episode, I share: What made 2025 a wild ride in client work, offers, and energyA breakdown of my stats: clients, members, podcasts, summits & bundlesWhy repeat clients and retention strategies remain my North StarHighlights from launching 45 podcast episodes without missing a weekA sneak peek at what’s changing in 2026 (and what’s staying the same)My 2026 word of the year… and the personal invitation I’m sending your way View the episode transcript here. Where to from 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! 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! 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
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5
out of 5
11 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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