What Would They Do? The Customer Experience Podcast For Online Business

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 momentum * Why engagement metrics can be misleading * The hidden friction stopping customers from taking action * How to reduce decision fatigue inside your offers * Why self-motivation is not a reliable retention strategy * How to design experiences that naturally encourage continuation View the episode transcript here [https://link.candocontent.com/67]. 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! [https://link.candocontent.com/community] Find out how you can get my strategic customer experience brain on your brand here [https://link.candocontent.com/website]. 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! [https://link.candocontent.com/state-of-the-customer-shownotes] Check out my favourite CX tools and resources here [https://candocontent.com/mastering-cx-resources]. 😍 Love the show? Hit subscribe or follow so you never miss a new episode. Submit your question [https://candocontent.com/what-would-they-do-podcast] 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.

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 redundant * How founder bias impacts your messaging * Why your audience often needs more clarity over features * The subtle friction points stopping people from buying * Why people don’t “just get it” the way you think they do * The key question to ask before retiring an offer View the episode transcript here [https://link.candocontent.com/66]. 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! [https://link.candocontent.com/community] Find out how you can get my strategic customer experience brain on your brand here [https://link.candocontent.com/website]. 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! [https://link.candocontent.com/state-of-the-customer-shownotes] Check out my favourite CX tools and resources here [https://candocontent.com/mastering-cx-resources]. 😍 Love the show? Hit subscribe or follow so you never miss a new episode. Submit your question [https://candocontent.com/what-would-they-do-podcast] 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.

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 engagement * The importance of removing guilt and pressure from your experience * How to design a membership people actually use * The power of asynchronous support (and why live calls aren’t enough) * How to create quick wins that build momentum * Why engagement (not content) is what drives retention Connect with Scotti Weintraub: Website: https://www.reframeparenting.com/ [https://www.reframeparenting.com/] Quiz: https://www.reframeparenting.com/quiz-golden-girls [https://www.reframeparenting.com/quiz-golden-girls] Instragram: https://www.instagram.com/reframeparenting/ [https://www.instagram.com/reframeparenting/] Threads: https://www.threads.com/@reframeparenting [https://www.threads.com/@reframeparenting] View the episode transcript here [https://link.candocontent.com/65]. 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! [https://link.candocontent.com/community] Find out how you can get my strategic customer experience brain on your brand here [https://link.candocontent.com/website]. 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! [https://link.candocontent.com/state-of-the-customer-shownotes] Check out my favourite CX tools and resources here [https://candocontent.com/mastering-cx-resources]. 😍 Love the show? Hit subscribe or follow so you never miss a new episode. Submit your question [https://candocontent.com/what-would-they-do-podcast] 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.

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 strategy * How to identify gaps in your customer journey * What a continuation strategy actually looks like * How to create offers that naturally lead to the next step View the episode transcript here [https://link.candocontent.com/64]. 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! [https://link.candocontent.com/community] Find out how you can get my strategic customer experience brain on your brand here [https://link.candocontent.com/website]. 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! [https://link.candocontent.com/state-of-the-customer-shownotes] Check out my favourite CX tools and resources here [https://candocontent.com/mastering-cx-resources]. 😍 Love the show? Hit subscribe or follow so you never miss a new episode. Submit your question [https://candocontent.com/what-would-they-do-podcast] 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.

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 [https://candocontent.com/retention-games]), 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 launches * A 20-minute gamification strategy that boosts engagement instantly * A 3-part “retention engine” that turns retention into your main growth driver * A high-touch strategy that generated $66K in extra revenue * Personalisation strategies that make customers feel seen (and stay) * An offboarding sequence with a 99% conversion rate View the episode transcript here [https://link.candocontent.com/63]. 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! [https://link.candocontent.com/community] Find out how you can get my strategic customer experience brain on your brand here [https://link.candocontent.com/website]. 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! [https://link.candocontent.com/state-of-the-customer-shownotes] Check out my favourite CX tools and resources here [https://candocontent.com/mastering-cx-resources]. 😍 Love the show? Hit subscribe or follow so you never miss a new episode. Submit your question [https://candocontent.com/what-would-they-do-podcast] 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.