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. 3d ago

    75. The best launches start with this (nope, it’s not copy)

    You've launched before, your audience knows you, and your offers have sold successfully. So surely launching your next offer should be easier... Right? Not always. In this episode, I share the behind-the-scenes story of working with Krista Miller from Summit in a Box on the launch of a brand-new offer. While Krista had years of experience and a loyal audience, one thing still stood in the way: Founder bias. Let’s unpack why being an expert in your own business can make it harder to see the messaging gaps, assumptions and blind spots that can derail launches before they even begin. If you've ever questioned whether your next offer will land, this episode is your reminder that sometimes the biggest breakthrough comes from borrowing someone else's perspective. What we cover: Why successful launches can create dangerous assumptionsThe hidden impact of founder bias on your messagingWhy audience research is about much more than writing better copyHow customer insights shape offers before they're builtThe difference between assumptions and evidenceWhy experienced business owners still have blind spotsHow objective feedback transforms launchesThe role customer journey design plays before someone ever buys View the episode transcript here. Where to from here? Grab the 2026 State of the Customer Report FREE right here. Generate 10 tailored-to-you survey questions FREE right here. Join Retention Lab🧪, the community to help you build a signature customer experience that keeps people coming back, gets them talking and grows your business without you having to start from scratch every single month. Join here! Find out how you can get my strategic customer experience brain on your brand here. Check out my favourite CX tools and resources here. 😍 Love the show? Hit subscribe or follow so you never miss a new episode. Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!). Leave a positive review to help the show get found by more small business owners just like you. To leave a review: 👉 Find What Would They Do? on Apple Podcasts 👉 Scroll to ‘Ratings & Reviews’ 👉 Tap on the stars to rate the show before writing a review Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

  2. Jul 20

    74. Where is your customer journey falling apart? Let’s diagnose…

    If your evergreen funnel isn't converting, your membership churn is creeping up, or you just have a nagging feeling something in your customer journey is off... this episode is going to help you start diagnosing the issue. The tricky thing about a broken customer experience is that it rarely shows up as a complaint. People simply go quiet, unsubscribe, or cancel. And when you've built everything yourself, you're often too close to it to see where it's falling apart. Today I'm walking you through a practical starting point for diagnosing your customer journey and finding what I call the moment that matters. What we cover: What a customer journey is and why it's so hard to diagnose from the insideThe moment that matters and what it means for whether someone stays or disengagesWhy dissatisfaction almost never shows up as a complaint (and what to look for instead)How to map your customer journey by phase and spot the blind spotsThe two questions to ask yourself when you're looking for where things go wrongWhy talking to your people is still the most underrated research tool you have View the episode transcript here. Where to from here? Grab the 2026 State of the Customer Report FREE right here. Generate 10 tailored-to-you survey questions FREE right here. Join Retention Lab🧪, the community to help you build a signature customer experience that keeps people coming back, gets them talking and grows your business without you having to start from scratch every single month. Join here! Find out how you can get my strategic customer experience brain on your brand here. Check out my favourite CX tools and resources here. 😍 Love the show? Hit subscribe or follow so you never miss a new episode. Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!). Leave a positive review to help the show get found by more small business owners just like you. To leave a review: 👉 Find What Would They Do? on Apple Podcasts 👉 Scroll to ‘Ratings & Reviews’ 👉 Tap on the stars to rate the show before writing a review Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

  3. Jul 13

    73. The real reason you can't bring your ideas to life (and what to do about it)

    If you've ever caught yourself adding yet another idea to your list and calling it progress, this episode is for you. So many small business owners are sitting on genuinely brilliant ideas that never make it out of the planning phase, and it's not because the ideas are bad. But deciding what to act on, and actually committing to it, is one of the hardest parts of running an online business. In this solo episode I'm digging into why the idea-to-execution gap exists, what keeps us stuck in the loop, and what it looks like to finally get out of it. What we cover: Why saving ideas feels productive but isn't moving the needleThe decision-making loop that keeps brilliant ideas stuck on the listWhy trying to execute everything at once is one of the biggest trapsThe difference between planning and progress (and how to tell which one you're doing)The questions to ask yourself to work out which idea is worth acting on right nowWhy an outside perspective changes everything when you're stuck inside your own businessA real client story: how a membership owner went from months of overthinking to a full restructure that reduced member churn and reignited her motivation View the episode transcript here. Where to from here? Grab the 2026 State of the Customer Report FREE right here. Generate 10 tailored-to-you survey questions FREE right here. Join Retention Lab🧪, the community to help you build a signature customer experience that keeps people coming back, gets them talking and grows your business without you having to start from scratch every single month. Join here! Find out how you can get my strategic customer experience brain on your brand here. Check out my favourite CX tools and resources here. 😍 Love the show? Hit subscribe or follow so you never miss a new episode. Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!). Leave a positive review to help the show get found by more small business owners just like you. To leave a review: 👉 Find What Would They Do? on Apple Podcasts 👉 Scroll to ‘Ratings & Reviews’ 👉 Tap on the stars to rate the show before writing a review Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

  4. Jul 6

    72. Hot Seat: How to make your email automations feel personal with Rachel Smith

    What if your email automations could do the heavy lifting of personalisation... without you writing a separate email for every type of subscriber? That's exactly what we dig into in this hot seat episode with Rachel Smith, freelance journalist, copywriter, and the founder of Rachel's List, a thriving jobs board and membership community for writers of all kinds. Rachel is a Retention Lab member, and came to me with a real headache around her email marketing, and we worked through it together live on the show. What we cover: Why personalisation isn't really about first names (and what to do instead)How to use application form data to create conditional content that feels bespokeTrigger links and what they can tell you about hot leads sitting in your sequenceThe case for re-engagement flows at the three and six month markHow to incentivise feedback so people actually complete your surveysMilestone tagging inside your email platform and why it matters for retentionActivity scoring to spot disengaged members before they quietly cancel Connect with Rachel Smith: https://rachelslist.com.au/ https://rachelsmith.com.au/ https://www.instagram.com/rachelslist/ https://www.linkedin.com/in/rachelsmithsydney/ https://rachelslist.com.au/portfolio/the-pay-rates-report/  View the episode transcript here. Where to from here? Grab the 2026 State of the Customer Report FREE right here. Generate 10 tailored-to-you survey questions FREE right here. Join Retention Lab🧪, the community to help you build a signature customer experience that keeps people coming back, gets them talking and grows your business without you having to start from scratch every single month. Join here! Find out how you can get my strategic customer experience brain on your brand here. Check out my favourite CX tools and resources here. 😍 Love the show? Hit subscribe or follow so you never miss a new episode. Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!). Leave a positive review to help the show get found by more small business owners just like you. To leave a review: 👉 Find What Would They Do? on Apple Podcasts 👉 Scroll to ‘Ratings & Reviews’ 👉 Tap on the stars to rate the show before writing a review Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

  5. Jun 29

    71. Set your intentions, and I'll remind you in 60 days

    Most of us think about customer experience as something we do for other people. But the most intentional brand experiences start with how clear you are about your own direction as a business owner. In this short and actionable episode, I'm introducing my brand new Love Letter to Future Self concept, a two-minute exercise where you set your intentions today and I send them back to you when you least expect it but probably need it most. What we cover: Why the customer experience you create for others starts with the one you create for yourselfThe one reflection question to sit with todayHow the Love Letter to Future Self works and what happens after you hit submitThe sneaky on-brand surprise waiting for you on the other side Write your love letter 💌 to your future self right here. View the episode transcript here. Where to from here? Grab the 2026 State of the Customer Report FREE right here. Generate 10 tailored-to-you survey questions FREE right here. Join Retention Lab🧪, the community to help you build a signature customer experience that keeps people coming back, gets them talking and grows your business without you having to start from scratch every single month. Join here! Find out how you can get my strategic customer experience brain on your brand here. Check out my favourite CX tools and resources here. 😍 Love the show? Hit subscribe or follow so you never miss a new episode. Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!). Leave a positive review to help the show get found by more small business owners just like you. To leave a review: 👉 Find What Would They Do? on Apple Podcasts 👉 Scroll to ‘Ratings & Reviews’ 👉 Tap on the stars to rate the show before writing a review Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

  6. Jun 22

    70. The 2026 State of the Customer Survey is open

    Last year's State of the Customer Survey fundamentally shifted how I think about what online business owners and their customers need in the online space. Right now, I'm running it again, because 2026 feels like a very different conversation. In this short episode, I'm telling you exactly what's in it for you when you take five minutes to add your perspective. Revisit the 2025 State of the Customer Report in Episode 29 right here. What we cover: Why 2026 needs its own data set and what's shifted since last yearHow the two-hat structure of this survey gives you perspective on your own businessWhy a more diverse respondent group makes the findings more useful for everyoneWhat you get for completing the survey and leaving your detailsHow your answers shape the conversations happening in the online business space this year View the episode transcript here. Where to from here? Grab the 2026 State of the Customer Report FREE right here. Generate 10 tailored-to-you survey questions FREE right here. Join Retention Lab🧪, the community to help you build a signature customer experience that keeps people coming back, gets them talking and grows your business without you having to start from scratch every single month. Join here! Find out how you can get my strategic customer experience brain on your brand here. Check out my favourite CX tools and resources here. 😍 Love the show? Hit subscribe or follow so you never miss a new episode. Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!). Leave a positive review to help the show get found by more small business owners just like you. To leave a review: 👉 Find What Would They Do? on Apple Podcasts 👉 Scroll to ‘Ratings & Reviews’ 👉 Tap on the stars to rate the show before writing a review Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

  7. Jun 15

    69. Behind my first virtual event: the format, the results, the tech, and what I'd do differently

    Running a virtual event that people actually engage with from start to finish is something a lot of small business owners dream about, and spend way too long sitting on. In this episode, I'm pulling back the curtain on the Retention Games, my first out-of-the-box virtual event that featured 19 speakers, a crowd voting format, and physical contestant cards. If you've been thinking about hosting your own standout event and want a real, honest look at what's involved, this one's for you. What we cover: What made the Retention Games format so different from a standard virtual summitThe results, including reach, list growth, podcast impact, and a conversion rate I'm genuinely happy withThe tech stack I used (mostly tools I already owned)Why and how Airtable basically ran the whole event on autopilotWhat attendees and speakers loved and the honest feedback I'm taking on boardThe popularity contest misconception the numbers totally debunk (full reveal in the Retention Lab debrief on 19 June!)Whether I'd do it again (spoiler: absolutely) and what the 2027 edition might look like Tools I mentioned (some affiliate links): Showit Thrivecart Airtable Blockbuilder GoBrunch Convertbox Hotjar View the episode transcript here. Where to from here? Grab the 2026 State of the Customer Report FREE right here. Generate 10 tailored-to-you survey questions FREE right here. Join Retention Lab🧪, the community to help you build a signature customer experience that keeps people coming back, gets them talking and grows your business without you having to start from scratch every single month. Join here! Find out how you can get my strategic customer experience brain on your brand here. Check out my favourite CX tools and resources here. 😍 Love the show? Hit subscribe or follow so you never miss a new episode. Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!). Leave a positive review to help the show get found by more small business owners just like you. To leave a review: 👉 Find What Would They Do? on Apple Podcasts 👉 Scroll to ‘Ratings & Reviews’ 👉 Tap on the stars to rate the show before writing a review Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

  8. Jun 8

    68. 95% Client Retention without burning out with Dr. Tiffany Shelton

    What if retention wasn’t about luck, but about how you design your offer from the very beginning? In this episode, I’m joined by neuropsychologist and systems strategist Dr. Tiffany Shelton, who has built a program with a 95% retention rate (yes, let that number sink in!). Together, we explore how pricing, psychology, and customer experience work together to create long-term client relationships that actually last. Spoiler: People don’t stay because your content is good. They stay because your entire experience is designed for them to succeed. What we cover: How pricing impacts behaviour, commitment, and resultsThe concept of “skin in the game” (and why it matters more than you think)Why long-term commitment models can increase retentionThe role of psychology in consistency and follow-throughWhy calling in the right people matters more than calling in more people Connect with Dr. Tiffany Shelton: Grab her Systems Check Checklist: https://www.modambition.com/pages/success-systems-checklist Meet Tiffany on YouTube: https://www.youtube.com/@TiffanyShelton View the episode transcript here. Where to from here? Grab the 2026 State of the Customer Report FREE right here. Generate 10 tailored-to-you survey questions FREE right here. Join Retention Lab🧪, the community to help you build a signature customer experience that keeps people coming back, gets them talking and grows your business without you having to start from scratch every single month. Join here! Find out how you can get my strategic customer experience brain on your brand here. Check out my favourite CX tools and resources here. 😍 Love the show? Hit subscribe or follow so you never miss a new episode. Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!). Leave a positive review to help the show get found by more small business owners just like you. To leave a review: 👉 Find What Would They Do? on Apple Podcasts 👉 Scroll to ‘Ratings & Reviews’ 👉 Tap on the stars to rate the show before writing a review Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

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4.9
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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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