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If you’ve ever wondered how to surprise and delight your customers without expensive tools or complicated tech, this one’s for you. We dive into creative, simple, and human-centred strategies that make your audience feel seen, valued, and excited to keep engaging with your business.

I’ll share my favourite out-of-the-box customer experience ideas, why small, intentional touches matter, and how you can start cultivating loyalty without leaning on big budgets or heavy automation.

33. Creative, low-tech ways to deliver stellar customer experiences

Customer Delight, Podcast

Nadine Nethery shares her favourite Showit website templates

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 from Cressida, founder of membership SkinGlow Codes. Her challenge? She hasn’t emailed her subscribers for over six months!

I’ll walk you through my simple, three-step plan for reintroducing yourself, warming up your audience, and rebuilding trust without relying on discounts, spammy tactics, or starting from scratch. Whether you’ve been avoiding your inbox out of fear, guilt, or overwhelm, this episode gives you the exact framework to get back on track and set up an intentional, sustainable email strategy.

32. The 3-step plan to re-engage your email list after ghosting it

Marketing, Podcast

Holly Haynes shares her in-home retreat strategies

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 polish, welcomed clients into her home (literally), and built an in-demand retreat experience that drives loyalty, transformation, and word-of-mouth growth.

31. The real-life retreat strategy that builds raving fans with Holly Haynes

Customer Delight, Podcast

If you’ve ever felt stuck in reactive sales mode, this episode offers a practical shift. I share smart, scalable ways to engage with your warm leads before they hit the “buy” button to build confidence, trust, and momentum at exactly the right time. From clever email triggers to personalised touchpoints and strategic storytelling, tune in to learn how to support your future customers without feeling pushy or invasive… with examples taken straight from my business.

30. Proactive sales strategies that don’t feel pushy

Podcast

What customers want in 2025

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 on gut instinct, but on hard data from my 2025 State of the Customer Survey.

I reveal 3 powerful (and surprising!) truths about how business owners view their own customer experience, and how that stacks up against what customers actually value. From the automation gap and personalization pitfalls, to the truth about acquisition vs retention across business models, this episode is your data-backed wake-up call to do CX differently.

29. What customers really want in 2025 (3 surprising truths from the State of the Customer Report)

Marketing, Podcast

Nadine Nethery shares creative loyalty program ideas and tips that don't involve discount codes

If you’ve ever felt caught between wanting to reward your most loyal customers and the fear of undercutting your pricing structure, this episode is a must-listen. I share why discounts aren’t the only (or the best) way to nurture loyalty, and what to do instead. Whether you’re a service provider, course creator, or membership owner, you’ll walk away with practical, high-impact loyalty strategies that protect your margins and strengthen your customer relationships.

28. Creative loyalty program ideas that don’t hurt your profit margins

Podcast

Madelyn Furlong shares tips when your website is not converting

I chat with Showit web designer and marketing strategist Madelyn Furlong to explore why a stunning design isn’t enough, and what you can do to make your website start pulling its weight.

Whether you’re in the middle of a new website launch, a website refresh, or just wondering why your site visitors aren’t turning into clients, this conversation is packed with practical fixes and real-world examples to help you get results.

27. Why your website isn’t converting (and what to fix first) with Madelyn Furlong

Marketing, Podcast

Dolly DeLong shares strategic virtual summit strategies

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 outstanding attendee experiences.

Swipe Dolly’s approach to clear communication, meticulous planning, and intentional nurturing of attendees and speakers alike for your first or next summit.

26. The strategic approach to exceptional virtual summit experiences with Dolly DeLong

Podcast

Nadine Nethery uncovers why your customers leave and how you can prevent it from happening

If you’ve ever been blindsided by a cancelled retainer, course dropout, or membership churn, this one’s for you. Join me as I walk through simple but powerful ways to identify early warning signs, set up automations, and take timely action before a client ghosts you or clicks “cancel.”

Whether you’re a service provider, course creator, or membership site owner, these customer retention strategies can help you step away from gut feelings and toward data-driven action.

25. Why your best customers leave (and how to prevent it)

Podcast

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 give students real-time, tailored support inside a group coaching program.

24. Scaling student support with CustomGPTs (without sacrificing the experience) with Kirsty Fanton & Ami Williamson

Customer Delight, Expert Interviews, Featured, Podcast

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Grab these 10 FREE strategic survey questions so you can hit SEND on your FIRST or NEXT survey and change the trajectory of your copy game TODAY. 💖💖

Grab my 10 FREE strategic survey questions so you can hit SEND on your FIRST or NEXT customer survey and change the trajectory of your copy game TODAY. 💖💖