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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.

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.

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.

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.

So many small business owners are sitting on genuinely brilliant ideas that never make it out of the planning phase.

In this solo episode I’m digging into why the idea-to-execution gap exists, what keeps us stuck in the loop, and what it looks like to finally get out of it.

What if your email automations could do the heavy lifting of personalisation… without you writing a separate email for every type of subscriber?

Rachel is a Retention Lab member, and came to me with a real headache around her email marketing, and we worked through it together live on the show.

In this short and actionable episode, I’m introducing my brand new Love Letter to Future Self concept, a two-minute exercise where you set your intentions today and I send them back to you when you least expect it but probably need it most.

Here are the real lessons Tayler Cusick Hollman learned the hard way about creating a solid customer experience for her tech startup so you can get it right faster than she did.

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 it again, because 2026 feels like a very different conversation.

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 episode, I’m pulling back the curtain on the Retention Games, my first out-of-the-box virtual event that featured 19 speakers, a crowd voting format, and physical contestant cards.

If you’ve been thinking about hosting your own standout event and want a real, honest look at what’s involved, this one’s for you.