What Would They Do? The Customer Experience Podcast For Online Business
Nadine Nethery | Conversion & Retention Strategist for Membership Site Owners and Course Creators
▶ Webplayer
Nadine Nethery | Conversion & Retention Strategist for Membership Site Owners and Course Creators
▶ WebplayerWelcome to What Would They Do?, the customer experience podcast for online business owners such as membership site owners, course creators and coaches. Every week, I answer your burning CX questions, and set you up with actionable, out-of-the-box customer experience and retention 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 your conversions and customer loyalty… and so much more! Whether you’re a course creator, membership site owner or service provider, this is the customer expe...
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Sep 28, 2026 · 11:45
If you have a growing list of offers in your business and a nagging feeling that half of them simply aren't pulling their weight anymore, this episode is going to hit close to…
Sep 21, 2026 · 25:11
SEO isn't just about keywords and Google rankings anymore. Your potential customers are searching everywhere, from Google and YouTube to ChatGPT and other AI tools. And…
Sep 14, 2026 · 9:29
Just because you can automate something in your business does that mean you should? As your business grows, automation can feel like the obvious answer to buying back much-needed…
Sep 7, 2026 · 15:13
What if you could automate almost your entire customer onboarding experience... without making it feel automated? In this episode, I'm taking you behind the scenes of a recent…
Aug 31, 2026 · 34:23
What if your customer experience didn't begin after someone bought from you, but with the way you designed your offers? In this episode, I'm joined by offer strategist Ceels…
Aug 23, 2026 · 6:57
Most online business owners believe they're creating a great customer experience. But are they measuring it? In this episode, I'm giving you an exclusive sneak peek inside the…
Aug 17, 2026 · 8:00
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…
Aug 10, 2026 · 8:32
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…
Aug 3, 2026 · 9:26
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…
Jul 27, 2026 · 18:08
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…
Jul 20, 2026 · 9:37
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…
Jul 13, 2026 · 12:04
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…
Jul 6, 2026 · 40:31
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…
Jun 29, 2026 · 4:50
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…
Jun 22, 2026 · 6:16
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…
Jun 15, 2026 · 19:41
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…
Jun 8, 2026 · 34:20
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.…
Jun 1, 2026 · 6:49
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…
May 25, 2026 · 7:35
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…
May 18, 2026 · 34:24
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,…
May 11, 2026 · 10:17
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…
May 4, 2026 · 17:50
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.…
Apr 27, 2026 · 10:46
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…
Apr 20, 2026 · 45:03
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…
Apr 13, 2026 · 9:18
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…
Apr 6, 2026 · 35:17
Is there a way to sell that doesn’t exhaust you or your audience? In this guest episode, I am joined by launch strategist Kelsey McCormick, founder of Coming Up Roses, to unpack…
Mar 30, 2026 · 16:22
In today’s episode, we embark on a customer experience adventure… straight into my rural Sydney coffee scene. Because nothing reveals the truth about customer loyalty faster than…
Mar 23, 2026 · 13:01
In this episode, I tackle a listener question that hits a little too close to home for many online business owners: “I’ve shown up so much more over the past few months, and…
Mar 16, 2026 · 32:57
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…
Mar 15, 2026 · 27:31
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…
Mar 13, 2026 · 35:03
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…
Mar 11, 2026 · 31:55
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,…
Mar 9, 2026 · 5:33
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…
Mar 2, 2026 · 14:14
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.…
Feb 23, 2026 · 36:01
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…
Feb 16, 2026 · 15:03
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…
Feb 9, 2026 · 11:32
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…
Feb 2, 2026 · 9:54
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…
Jan 26, 2026 · 5:15
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…
Jan 19, 2026 · 33:54
In today’s episode, we’re answering a question that hits home for every service provider, course creator, and membership site owner: How do you build personal relationships that…
Jan 12, 2026 · 6:51
In this final episode of the reflection and intention-setting series, I share my personal approach to planning with purpose and how intentionality can shape your business in 2026…
Jan 5, 2026 · 6:07
I’m kicking off 2026 with a shift that’s quietly changing the way we do business. In this bite-sized solo episode, I reflect on my Word of the Year: Community . And what it means…
Dec 29, 2025 · 12:40
As 2025 winds down, I’m pulling back the curtain on what this rollercoaster of a year really looked like behind the scenes in my business. From record-breaking months to dips…
Dec 22, 2025 · 11:10
Shelley Hitz, founder of Christian Book Academy and Retention Lab Incubator member, submitted a brilliant question: “What should I actually do with all the member testimonials…
Dec 15, 2025 · 28:19
In this episode, I’m joined by data strategist and Akari Digital founder, Ally Anderson, to tackle a question that keeps many business owners awake at night: “My funnel gets…
Dec 8, 2025 · 26:37
In today’s episode, we’re diving into personal touches, handwritten moments, and how to make your customers feel truly seen, even if they’re scattered around the globe. We’re…
Dec 1, 2025 · 12:32
In today’s episode, we’re exploring the concept of hyper-personalization, and how you can create a standout customer journey using the email platform you’re already using. This…
Nov 24, 2025 · 38:37
Today’s listener question: “I’m speaking to the right audience and I have a proven offer, but conversions in my launches have stalled. Where could the problem be?” In this…
Nov 17, 2025 · 5:21
In today’s episode, we’re breaking with tradition. This week, I’m pulling back the curtain on a delightfully strategic event I’m hosting inside Retention Lab this December: The…
Nov 10, 2025 · 29:31
In today’s episode, we’re diving into the world of affiliate marketing, and how you can turn happy customers into powerful affiliate partners without tech overwhelm. Our guest is…
Nov 3, 2025 · 25:51
In today’s episode, we’re diving into pre-selling, Anticipation Marketing™, and how to create sales environments that build deep trust, long-term loyalty, and better-fit buyers.…
Oct 27, 2025 · 13:39
In today’s episode, we’re getting into the nitty gritty of strategic audience research and the templates behind it. Specifically how to get actual insights from your surveys…
Oct 20, 2025 · 31:55
In this insightful episode, I’m joined by Ash McDonald, a therapist-turned-business strategist who specializes in cultivating psychologically safe and meaningful group…
Oct 13, 2025 · 12:37
In today’s episode, I’m exploring what it really takes to create a customer-first business (even if you’re a solo operator without a huge team, elaborate marketing budgets, or an…
Oct 6, 2025 · 8:45
In this episode, I’m answering a fantastic listener question from my guest expert Kirsty Fanton from episode 24 , who asked: "Who out there is using low-tech or no-tech ways to…
Sep 29, 2025 · 10:34
Have you been ghosting your email list and now feel stuck on how to reconnect without sounding awkward or pushy? In this episode, I’m answering a Retention Lab member question…
Sep 22, 2025 · 26:29
Can real-life, unpolished experiences beat slick online strategies in 2025? In this episode, I chat with business strategist Holly Haynes about how she’s stripped back the…
Sep 15, 2025 · 10:06
In this bite-sized episode, I answer a listener question that will resonate with many new business owners: “Selling in my business currently looks like this: I wait for someone…
Sep 8, 2025 · 11:44
If your customers had to choose between speed, clarity, or delight, what do you think they'd pick? In this special insights-packed episode, I answer that very question based not…
Sep 1, 2025 · 8:37
In this episode, I answer a powerful listener question: “I'm considering a loyalty program for my online business, but can't afford to discount my offers. What are the…
Aug 25, 2025 · 22:21
In this episode, we’re answering a common (and slightly painful) question: “Why isn’t my beautiful website converting?” I chat with Showit web designer and marketing strategist…
Aug 18, 2025 · 41:27
In this episode, I welcome Dolly DeLong, Systems and Workflow Wizard, and experienced virtual summit host, to demystify virtual summits and reveal the special touches that create…
Aug 11, 2025 · 13:30
Join me as I answer the question: “How can I use the data I have available to me to keep my best customers?” If you've ever been blindsided by a cancelled retainer, course…
Aug 4, 2025 · 35:03
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…
Jul 28, 2025 · 12:16
In the final episode of the Four Seasons of the Customer Journey mini-series, we explore the most overlooked and most powerful phase of the customer journey: Winter, the season…
Jul 21, 2025 · 9:49
In part three of the Four Seasons of the Customer Journey mini-series, we dive into Autumn: the season of decision. That’s when your dream customer is asking themselves: “Can I…
Jul 14, 2025 · 11:23
In this second episode of the Four Seasons of the Customer Journey mini-series, we dive into Summer, the season of engagement. From subscribing to your emails to bingeing your…
Jul 7, 2025 · 11:30
In this episode, we kick off a 4-week mini series exploring the four seasons of the customer journey. First up is Spring: that powerful moment when a potential customer becomes…
Jun 30, 2025 · 23:29
In this guest episode, I’m joined by PR coach and visibility expert, Gloria Chou, to unpack how small business owners can leverage media features to build short-term visibility…
Jun 23, 2025 · 14:55
In this episode, I answer a question from Caryn Gillen, business coach for coaches and my guest from episode 15 , who recently launched a membership and wants to know: “How do I…
Jun 16, 2025 · 13:44
In this episode, I answers an anonymous listener question that hits at the heart of customer retention: “How do I keep my customers engaged between purchases?” While most…
Jun 9, 2025 · 18:24
In this episode, I answer a question from Michelle Pontvert, a founding member of my membership, Retention Lab, and an expert in hosting low-lift virtual events. Michelle wants…
Jun 2, 2025 · 1:40
In this milestone first-ever guest episode, I welcome business coach for coaches, Caryn Gillen, to answer a question many business owners wrestle with: “What do you do when you…
May 26, 2025 · 27:31
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…
May 19, 2025 · 24:12
In this episode, I answer a timely question I’ve been exploring recently during my membership relaunch: "How does the Netflix model apply to online businesses, especially in…
May 12, 2025 · 15:39
In this behind-the-scenes episode, I share the real-life evolution of my membership, from Copy Confidence Collective to the newly relaunched Retention Lab. This isn’t just a…
May 5, 2025 · 24:12
In this episode, I flip the script and answer a question I was originally asked to answer during a recent guest podcast interview: “What’s the process you follow for creating…
Apr 28, 2025 · 15:16
In this episode, I answer a powerful listener question: “I can't seem to get my customers to buy from me beyond that first purchase. What does it really take to turn a first-time…
Apr 21, 2025 · 22:33
In this episode, I answer a listener question about how to nurture different types of buyers—one-on-one service clients vs. digital product/course buyers—through email marketing…
Apr 14, 2025 · 15:59
In this episode, I answer a listener question around how to clearly communicate the value of a high-ticket one-on-one coaching offer without assigning arbitrary price tags to…
Apr 7, 2025 · 1:40
In this episode, I answer a subscriber question about how to create a five-star client experience for high-ticket one-on-one services and VIP days. Because as it turns out,…
Mar 31, 2025 · 1:40
In this episode, I answer a subscriber question all about using automated email marketing to sell website templates on Evergreen while still attracting clients for done-for-you…
Mar 24, 2025 · 23:30
In this episode, I answer an anonymous listener question: “What would you do if sales during your live course launch were slower than expected to reenergize your launch?” If…
Mar 17, 2025 · 18:09
In this episode, I answer a question from a Copy Confidence Collective member about how to naturally encourage free event attendees to upgrade to a paid offer… without feeling…
Mar 9, 2025 · 19:16
In this episode, I answer a question from web designer Jessica Haines about how to create deeper connections with website visitors through strategic customer experiences. As it…
Mar 9, 2025 · 16:11
In this episode, I answer a listener question about effectively marketing one-on-one coaching services when they’re the right fit, but can’t afford to work with you. If you're a…
Mar 9, 2025 · 17:17
In this first episode of 'What Would They Do?', we kick things off by answering the important question: What is the difference between Customer Service and Customer Experience.…
Feb 13, 2025 · 1:24
Where to from here? Grab the State of the Customer Report FREE right here . Generate 10 tailored-to-you survey questions FREE right here . Join Retention Lab 🧪 , the community…
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