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. 5d ago

    67. The ‘false momentum’ problem in your membership or online program

    Your audience is opening emails, watching the content, replying in the community and liking the posts. So why does it still feel like nothing is actually moving forward? In this bite-sized episode, I unpack a problem that affects memberships, courses, and online programs everywhere: False momentum. Because activity is not the same thing as progress. And just because people are consuming your content doesn’t mean they’re taking action toward the transformation they actually joined for. This episode explores the difference between engagement and real momentum, why relying on self-motivation is dangerous, and how to design experiences that naturally move people forward instead of keeping them busy. What we cover: The difference between fake momentum and real momentumWhy engagement metrics can be misleadingThe hidden friction stopping customers from taking actionHow to reduce decision fatigue inside your offersWhy self-motivation is not a reliable retention strategyHow to design experiences that naturally encourage continuation 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

  2. May 25

    66. Before you retire your offer, listen to this

    Sales have slowed down. Your offers suddenly feel questionable. And now you’re wondering whether it’s time to scrap everything and start over. Before you retire your offer and spiral into an offer identity crisis, listen to this episode. This is where I break down one of the most common mistakes online business owners make during a sales drought: Assuming the offer itself is the problem. Because often? The issue is not the offer. This episode explores the hidden friction points that quietly stop people from buying and how business owner bias, unclear messaging, and missing context create confusion long before someone reaches the checkout page. What we cover: Why slow sales don’t automatically mean your offer is redundantHow founder bias impacts your messagingWhy your audience often needs more clarity over featuresThe subtle friction points stopping people from buyingWhy people don’t “just get it” the way you think they doThe key question to ask before retiring an offer 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

  3. May 18

    65. Hot Seat: How to design a membership busy people will stick with

    What happens when your audience needs your content, but still doesn’t engage with it? In this special hot seat episode, I am joined by Retention Lab member Scotti Weintraub, founder of Reframe Parenting, to workshop a real business challenge: “How do you keep overwhelmed, time-poor members engaged in a low-cost membership?” Together, we unpack how to design a membership experience that feels like a support system, not another obligation, and how to create engagement without adding more pressure. What we cover: Why great content doesn’t guarantee engagementThe importance of removing guilt and pressure from your experienceHow to design a membership people actually useThe power of asynchronous support (and why live calls aren’t enough)How to create quick wins that build momentumWhy engagement (not content) is what drives retention Connect with Scotti Weintraub: Website: https://www.reframeparenting.com/ Quiz: https://www.reframeparenting.com/quiz-golden-girls Instragram: https://www.instagram.com/reframeparenting/ Threads: https://www.threads.com/@reframeparenting 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.

    36 min

  4. May 11

    64. Building repeat revenue as a service provider

    If your business slows down every time leads dry up, this episode might feel a little too accurate. In this episode, I challenge service providers to rethink their entire growth model and ask one uncomfortable question: “If you couldn’t generate a single new lead for 90 days… what would happen?” This episode dives into why most service-based businesses are built around acquisition instead of longevity, and how that creates a cycle of stress, inconsistency, and constant starting over. If you’re tired of the feast-or-famine rollercoaster, this is your cue to fix what’s actually broken. What we cover: The difference between acquisition and longevity (and why it matters)Why more marketing won’t fix a broken retention strategyHow to identify gaps in your customer journeyWhat a continuation strategy actually looks likeHow to create offers that naturally lead to the next step 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

  5. May 4

    63. 12 Retention strategies that increased revenue, engagement & loyalty

    If you’ve ever thought… “I just need more leads.” “Why aren’t people sticking around?” “There has to be a smarter way to grow this…” …this episode is your snack platter of ideas. In this special teaser episode, I’m giving you a behind-the-scenes look at the upcoming Retention Games from 12-15 May 2026 (grab your free ticket here), my completely reimagined virtual event where 20 retention strategies go head-to-head. You’ll hear directly from the contestants as they share raw, unscripted previews of the strategies they’ll be revealing inside the Games. We’re talking: 172% retention increases 99% conversion strategies $66K in additional revenue from one tweak High-retention memberships running for years If retention has been your blind spot, this episode will give you 12 specific ideas on how to fix it. What we cover: How one membership increased retention by 172% while reducing launchesA 20-minute gamification strategy that boosts engagement instantlyA 3-part “retention engine” that turns retention into your main growth driverA high-touch strategy that generated $66K in extra revenuePersonalisation strategies that make customers feel seen (and stay)An offboarding sequence with a 99% conversion rate 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.

    20 min

  6. Apr 27

    62. Discounts, deadlines and bad habits & what it takes to fix these sales patterns

    Ever feel like your audience only buys when there’s a discount, countdown timer, or last-minute panic email? You might unintentionally have trained them to do exactly that. In this episode, I unpack the uncomfortable truth behind discount-driven sales cycles and why your audience isn’t unpredictable, but simply responding to the patterns you’ve created. This episode dives into the concept of rewarded behaviour in your business and how to shift from reactive, pressure-based sales to intentional, sustainable buying patterns. What we cover: How you’re unintentionally training your audience’s buying behaviourThe psychology behind waiting, disengaging, and last-minute buyingWhy discounts create long-term problems (even if they “work”)What behaviours you should be rewarding insteadHow to build a business people don’t learn to “game” 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.

    13 min

  7. Apr 20

    61. Pricing psychology, business confidence & client experience with Jasmine Parasram

    Feel like you’re undercharging, but also low-key terrified to raise your prices? In this episode, I’m joined by pricing strategist and self-declared “Pricing Queen” Jasmine Parasram to unpack what’s really going on when you price your services too low. Spoiler: it’s not just about money. It’s about mindset, emotional baggage, customer perception, and the kind of clients you end up attracting. Together, we explore how undercharging doesn’t just hurt your income, it quietly erodes your confidence, your boundaries, and your customer experience. What we cover: Why undercharging isn’t a pricing problemThe hidden link between pricing and customer experienceThe psychological barriers stopping you from charging moreHow to communicate your pricing without sounding unsure or apologeticA practical starting point for recalculating your pricing Connect with Jasmine Parasram: Website: https://creativebusinesskitchen.com/ Instagram: https://www.instagram.com/yourpricingqueen/ 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.

    47 min

  8. Apr 13

    60. The invisible churn killing your sales

    Your traffic is solid. People are clicking, subscribing, even engaging. And yet: Crickets when it comes to sales. In this episode, I flip the usual narrative on its head and challenge the default advice of “just get more visibility” or “nurture harder.” Because what if the problem isn’t attracting people, but quietly losing the right ones before they ever buy? This episode dives into the concept of invisible churn, the silent drop-off happening when your best-fit clients don’t see themselves clearly enough in your messaging, offers, or customer journey. If your funnel looks good on paper but still isn’t converting, this is the episode that will make you rethink what’s really going on. What we cover: Why traffic and engagement don’t automatically lead to conversionsWhat invisible churn is (and how it’s affecting your business)The real reason your best-fit clients aren’t buyingThe subtle messaging mistakes that quietly push people awayHow to diagnose where your customer journey is breaking down 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.

    11 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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