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What started as a 3-day “part challenge, part game” experience quickly turned into a powerful retention engine that increased engagement, brought in new members, and helped existing members finally take action and get quick wins.

If you’ve ever felt like your membership (or online business) needs more content to keep people around… this episode will completely flip that belief on its head.

Whether you’re a photographer, designer, copywriter, or coach, this episode shows you how to rethink the client journey from first contact to post-delivery and infuse it with emotion, meaning, and retention magic.

Packed with practical examples (and totally systemisable ideas), it’s your go-to guide to building relationships that last.

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 listener questions, expert interviews, and strategic CX deep-dives.

In this quick episode, I pull back the curtain on one simple, scroll-stopping sales page strategy that turned heads during the founding member launch of Retention Lab. You’ll hear how I brought the abstract concept of retention to life with a powerful interactive tool that got 83% of page visitors to pause and engage, being sold by their own metrics.

Whether you’re just starting out or scaling up, this episode will inspire you to rethink your capacity, tighten your processes, and still make your clients feel like VIPs.

Whether you’re a service provider, a membership founder, or a course creator, this episode will show you how to stand out in a sea of digital noise by doubling down on what makes you (and your customers) human.

Are you crawling toward the end of 2025 on fumes, desperately trying to finish Black Friday strong before vanishing until January? Here’s your permission to pause for a moment.

Because now is exactly when ‘Future You’ will wish you’d laid just a few customer retention foundations. The kind that quietly keep your business growing while you rest, reset, and gear up for a successful 2026.

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 expensive tech stack.

I break down what a customer-first mindset actually means, why it’s about consistent, small shifts rather than big, overwhelming overhauls, and how you can start making simple changes today to create remarkable experiences for your audience and customers.

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.

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.