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

Nadine Nethery | Customer Experience Strategist & Copywriter
  • 4.9 (12)
  • 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. 1D AGO

    56. From personal brand to customer loyalty & what actually builds trust with Suz Chadwick

    In today’s guest episode, I‘m joined by brand coach Suz Chadwick to unpack a big, timely question: “In the age of AI slop, what does an authentic personal brand actually look like? And how do you create a customer experience that still feels real?” Together, we explore what personal branding truly means in 2026, why authenticity is becoming a competitive advantage, and how AI can either amplify your voice… or dilute it entirely. If you’re an expert who knows your stuff but still feels like you’re hiding behind your business, this conversation is your gentle nudge to make some big moves. What we cover: What a personal brand actually is (beyond the buzzword)Why memorability and reputation matter more than everHow AI is impacting personal branding — for better and worseHow to “chunk down” your expertise so your audience can digest itHow authenticity strengthens the entire customer journey Connect with Suz Chadwick: Website: https://suzchadwick.com/ Podcast: https://suzchadwick.com/podcast/ Instagram: www.instagram.com/suzchadwick 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.

    35 min

  2. 2D AGO

    Pod Birthday #1 Episode: Case Study | 9,000 Free Signups, 10% Conversions, 6 Figures, and Zero Pushy Sales with Brooke Henry

    As part of my podcast 1st birthday week, I'm re-releasing the top 3 episodes of the past year. This is officially your #1! In this special case study episode, I sit down with Brooke Henry, founder of BB Henry Art and a founding member of Retention Lab, to unpack the strategy behind her wildly successful free online art event: BB Bash. Brooke attracted 9,000 free sign-ups, converted 10% into the paid event upgrade, and funneled a segment of those attendees into her $400 signature course—all without aggressive sales tactics. Instead, she focused on human connection, clarity over cleverness, and a warm, inclusive experience from start to finish. You’ll hear the real numbers, real decisions, and real lessons behind Brooke’s standout online event, including how she resisted industry norms and created an event her audience loved (and was happy to pay for). What we cover: The Format of Brooke’s 14-Day BB Bash – A mix of live mindset talks, prerecorded tutorials, and reflection exercises with a low-pressure vibe.How She Designed a Free Experience That Converts Without Guilt – Her intentional structure gave value while gently introducing a $29 paid upgrade.The VIP Upgrade Strategy That Worked (Without Pushy Tactics) – Lifetime access, deeper tutorials, a printed workbook, and community connection.The Human Touch That Set Her Apart – Live playdates, personal pep talks, and consistent support helped participants feel seen and safe.Why Her Sales Stayed Consistent Throughout the Event – And why she didn’t use discounts or time-limited pricing to create urgency. Connect with my guest, Brooke Henry: Website: https://bbhenryart.com Email List: https://www.bbhenry.com/email Classes: https://www.bbhenrystudio.com Instagram: https://www.instagram.com/bbhenry_art/ YouTube: https://www.youtube.com/c/BBHenryArt 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.

    29 min

  3. 4D AGO

    Pod Birthday #2 Episode: Scaling student support with CustomGPTs (without sacrificing the experience) with Kirsty Fanton & Ami Williamson

    As part of my podcast 1st birthday week, I'm re-releasing the top 3 episodes of the past year. This is officially your #2! 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? 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.

    37 min

  4. 6D AGO

    Pod Birthday #3 Episode: A therapist’s secrets to creating safe and authentic group environments with Ash McDonald

    As part of my podcast 1st birthday week, I'm re-releasing the top 3 episodes of the past year. This is officially your #3! In this insightful episode, I’m joined by Ash McDonald, a therapist-turned-business strategist who specializes in cultivating psychologically safe and meaningful group environments. We’re answering the questions:”How would you cultivate safe group spaces where clients show up AND truly connect?” and explore the essential factors that encourage genuine connection, active participation, and emotional safety in group coaching programs and memberships. If you're struggling with low engagement, superficial interactions, or burnout from managing group spaces, this episode provides actionable insights to transform your client communities. What we cover: Why Many Group Programs Fail to Engage – Understanding common pitfalls that prevent genuine connection and participation among group members. Leading with Vulnerability – How coaches showing authentic vulnerability can dramatically improve client engagement and openness. Human-First Approach to Coaching – Why prioritizing human connection and authenticity over polished perfection can deepen relationships and improve outcomes. Effective Boundary Setting in Groups – How clear communication and boundary-setting protect your energy as a facilitator and improve group dynamics. Automating Client Care Without Losing the Human Touch – Using strategic automations paired with personal check-ins to maintain meaningful relationships efficiently. Connect with Ash McDonald: Ash McDonald is a former therapist turned therapeutic mentor and business coach who helps high-achieving women stop running on stress and start leading from self-trust. With over a decade of experience guiding deep transformation, she’s known for blending psychological insight with soul-deep strategy — helping women shift their inner world so life, leadership, and business finally feel like they fit. Ash’s work centers on nervous system regulation, emotional capacity, and radical receptivity — teaching women how to hold more wealth, presence, and peace without sacrificing themselves in the process. She’s the host of the Shamelessly Ambitious podcast and a leading voice in the movement to redefine success from the inside out. Website: https://ashmcdonaldmentoring.com/ Instagram: https://www.instagram.com/ashmcdonald/ Freebie The Ultimate Guide to Overdelivery: https://ashmcdonaldmentoring.com/UltimateGTODA 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

  5. MAR 9

    55. The Podcast turns One 🎊 But you’re getting the gifts!

    This episode marks a major milestone: What Would They Do? has officially turned ONE! I’m taking a moment to reflect on the journey, from self-doubt to launch, to 55 episodes, to charting in 18 countries, and the community and collaborations the podcast has sparked along the way. It's a celebration of all things retention, customer experience, and the power of showing up… especially when it feels uncomfortable. And because it wouldn’t be a birthday without party favors, I’m kicking off Birthday Week on my website until 17 March 2026 with a scavenger hunt full of hidden surprises, exclusive offers, and limited-time freebies. What we cover: How long it really took to launch this podcast (and why it was worth it)The real reason this show existsA massive THANK YOU to all the listeners, guests, reviewers, and collaborators🎁 What’s happening during Birthday Week:Website scavenger huntFreebies, exclusive discounts, and secret 1:1 offersA re-release of the top 3 most-loved episodes 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.

    7 min

  6. MAR 2

    54. My CX Escape Room Strategy: A case study in engagement & loyalty

    In today’s episode, I take you on a behind-the-scenes tour of one of the most effective membership experiments I’ve ever run inside Retention Lab: the CX Escape Room Challenge. What started as a 3-day “part challenge, part game” experience quickly turned into a powerful retention engine that increased engagement, brought in new members, and helped existing members finally take action and get quick wins. If you’ve ever felt like your membership (or online business) needs more content to keep people around… this episode will completely flip that belief on its head. Because the truth is: people don’t leave because you didn’t post enough. They leave because they didn’t get results. This episode is packed with insights on momentum, gamification, micro-commitments, and how to create experiences that feel personal, even when they’re automated behind the scenes.  What we cover: The thinking behind my CX Escape Room ChallengeHow the Escape Room created instant momentum and quick wins in my membershipWhy the challenge worked so well even though it was mostly automatedHow I turned quiet members into active participants overnightWhat didn’t work & the lessons learned 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.

    16 min

  7. FEB 23

    53. AI, course design, and the evolution of content-only learning experiences with Jasmine Jonte

    What makes an online course truly transformational instead of just another addition to your digital filing cabinet of information? In this guest episode of What Would They Do?, I am joined by course design expert Jasmine Jonte, who has helped build some of the most successful and profitable online programs in the industry. Together, we unpack why so many online courses fall flat, why students drop off halfway through, and what course creators need to focus on if they want their programs to actually deliver results in the age of AI. Spoiler: it’s not about adding more modules, more bonuses, or more “value.” It’s about designing a student experience that supports action, accountability, and momentum. If you’ve ever wondered why people buy your course with excitement and then disappear by Module 3, this episode is for you. What we cover: The biggest misconception course creators have about engagementHow to create simple learning tracks so every student feels supportedHow accountability loops improve student follow-throughHow AI is reshaping the online course industryWhy Amy Porterfield closing her course doesn’t mean courses are dead Connect with Jasmine Jonte: Website: www.cre8tion.co  Youtube: https://www.youtube.com/@JasmineJonteCRE8TION CustomGPT: https://www.cre8tion.co/netflix 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.

    38 min

  8. FEB 16

    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.

    17 min
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4.9
out of 5
12 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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