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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.

In this episode, I’m joined by neuropsychologist and systems strategist Dr. Tiffany Shelton, who has built a program with a 95% retention rate (yes, let that number sink in!).

Together, we explore how pricing, psychology, and customer experience work together to create long-term client relationships that actually last.

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.

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.

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?”

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?”