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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What is What Would They Do? The Customer Experience Podcast For Online Business?
What Would They Do? The Customer Experience Podcast For Online Business is a business podcast hosted by Unknown Host, with 81 episodes on record and a Required Pod Score of 80. PitchCentric scores this show on Booking Probability, Listen Score, and live audience signals refreshed every 24 hours.
About the host
Unknown Host hosts What Would They Do? The Customer Experience Podcast For Online Business, a business show with 81 episodes published.
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What Would They Do? The Customer Experience Podcast For Online Business
78. The hidden cost of using AI to improve your marketing & messaging
Aug 17, 20268 min
In this episode, I'm taking you behind the scenes of a recent client project that completely changed the direction of an established membership. Like many business owners, my client thought she had a pretty good understanding of what her members wanted. But instead of relying on assumptions, we went straight to the source. The results uncovered messaging gaps, feature requests and blind spots that simply wouldn't have surfaced if we'd only listened to the loudest voices inside the community. In this episode, I explain why customer research is one of the most underused growth strategies, and how you can start gathering better insights for your own business. What we cover: Why assumptions are holding many businesses back The three audiences you should include in your customer research The gap between the metrics businesses track and what customers experience How better audience research improves both retention and conversions The biggest mistakes people make when designing customer surveys Why hearing uncomfortable feedback can become your biggest competitive advantage 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 b uild 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.
What Would They Do? The Customer Experience Podcast For Online Business
77. Why your best customers don’t hold the best insights (and who is!)
Aug 10, 20269 min
In this episode, I'm taking you behind the scenes of a recent client project that completely changed the direction of an established membership. Like many business owners, my client thought she had a pretty good understanding of what her members wanted. But instead of relying on assumptions, we went straight to the source. The results uncovered messaging gaps, feature requests and blind spots that simply wouldn't have surfaced if we'd only listened to the loudest voices inside the community. In this episode, I explain why customer research is one of the most underused growth strategies, and how you can start gathering better insights for your own business. What we cover: Why assumptions are holding many businesses back The three audiences you should include in your customer research The gap between the metrics businesses track and what customers experience How better audience research improves both retention and conversions The biggest mistakes people make when designing customer surveys Why hearing uncomfortable feedback can become your biggest competitive advantage 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 b uild 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.
What Would They Do? The Customer Experience Podcast For Online Business
76. Love at first click & why retention starts before the sale
Aug 3, 20269 min
In this episode, I'm unpacking a cancellation survey response from a former Retention Lab member that perfectly captures one of the biggest misconceptions I see in online business: "I'm focused on getting members right now, so there's no need to focus on retention." The problem? Retention and acquisition aren't two separate strategies. Every interaction someone has with your business, from the moment they discover you, is shaping whether they'll trust you, buy from you, and eventually come back again. In this episode, I explain why I believe retention starts long before a purchase, how I build that philosophy into my own business, and the small changes you can make to create more personalised customer journeys without rebuilding your entire funnel. If you've ever thought retention was something you could "worry about later", this episode might completely change how you think about your customer experience. What we cover: Why customer retention starts before the sale The surprising insight from a member cancellation survey What I mean by "Love at First Click" Why treating every subscriber the same hurts conversions How personalised customer journeys increase trust The connection between relevance, customer experience and retention Three stages every retention ecosystem should cover One simple way to make your email marketing more human without rebuilding your entire funnel 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 b uild 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.
What Would They Do? The Customer Experience Podcast For Online Business
75. The best launches start with this (nope, it’s not copy)
Jul 27, 202618 min
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 assumptions The hidden impact of founder bias on your messaging Why audience research is about much more than writing better copy How customer insights shape offers before they're built The difference between assumptions and evidence Why experienced business owners still have blind spots How objective feedback transforms launches The role customer journey design plays before someone ever buys View the episode transcript here . Where to from here? Generate 10 tailored-to-you survey questions FREE right here . Join Retention Lab , the community to help you b uild 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.
What Would They Do? The Customer Experience Podcast For Online Business
74. Where is your customer journey falling apart? Let’s diagnose…
Jul 20, 202610 min
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 inside The moment that matters and what it means for whether someone stays or disengages Why 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 spots The two questions to ask yourself when you're looking for where things go wrong Why talking to your people is still the most underrated research tool you have View the episode transcript here . Where to from here? Generate 10 tailored-to-you survey questions FREE right here . Join Retention Lab , the community to help you b uild 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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