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. 1H 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. 🎁 🎁 🎁 My podcast is turning ONE, but you're getting the gifts! Click here to find today's surprise! 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

  2. 2D AGO

    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. 🎁 🎁 🎁 My podcast is turning ONE, but you're getting the gifts! Click here to find today's surprise! 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

  3. 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. 🎁 🎁 🎁 My podcast is turning ONE, but you're getting the gifts! Click here to find today's surprise! 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

  4. 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. 🎁 🎁 🎁 My podcast is turning ONE, but you're getting the gifts! Click here to find today's surprise! 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

  5. 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. 🎁 🎁 🎁 My podcast is turning ONE, but you're getting the gifts! Click here to find today's surprise! 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

  6. 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. 🎁 🎁 🎁 My podcast is turning ONE, but you're getting the gifts! Click here to find today's surprise! 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.

    13 min

  7. 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. 🎁 🎁 🎁 My podcast is turning ONE, but you're getting the gifts! Click here to find today's surprise! 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

  8. 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. 🎁 🎁 🎁 My podcast is turning ONE, but you're getting the gifts! Click here to find today's surprise! 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
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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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