In this episode, I answer a powerful listener question: “I can't seem to get my customers to buy from me beyond that first purchase. What does it really take to turn a first-time buyer into a long-term loyal customer?”

Join me as I break down the key elements of customer retention, showing that it’s not just about delivering a product or service, but about creating an emotional, memorable experience that builds trust and encourages repeat purchases.

If you’re relying too heavily on attracting new leads and don’t see return customers right now, this episode will help you shift your focus to loyalty-building strategies that are simple, human, and impactful.

What we cover:

• Why So Many Customers Only Buy Once – The most common reasons people don’t return after a first purchase.
• How to Make a Memorable First Impression – The power of a personal, thoughtful post-purchase experiences.
• How to Build Trust – Why doing what you say you will (and doing it well) builds long-term brand confidence.
• How to Surprise and Delight Customers Without Spending Big – Small, thoughtful gestures that create big emotional impact.
• How to Gently Guide Customers to Their Next Purchase – Connection over selling: how to introduce the next step in a way that feels helpful, not pushy.

View the episode transcript here.

Where to from here?

Find out how you can get my strategic customer experience brain on your brand here.

Binge-listen to Mastering CX, the FREE private customer experience podcast with 24 bite-sized tips, tricks & strategies to create a REMARKABLE brand experience before, during and after the purchase. Listen FREE 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!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question 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.

In this episode, I answer a listener question about how to nurture different types of buyers—one-on-one service clients vs. digital product/course buyers—through email marketing and clever email segmentation

Thankfully, having multiple offers and audiences doesn’t mean you need to make your email strategy overly complex. Instead, leverage smart segmentation and strategic nurture sequences to serve the right offer to the right person at the right time.

If you want to stop sending generic emails to your whole list and start building trust, personalizing your messaging, and increasing conversions, this episode will give you the actionable strategies to refine your email marketing approach for a multitude of different offers and audiences.

What we cover:

• The Key Differences Between One-on-One Clients and Digital Product Buyers – Why their needs, expectations, and decision-making processes are completely different.
• How to Segment Your Email List Based on Buyer Type – The best ways to categorize subscribers from the moment they join your list.
• How to Create the Right Nurture Sequences for Each Type of Buyer – What to send one-on-one clients vs. DIY buyers to move them closer to a purchase.
• How to Use Trigger Links and Email Behavior to Personalize the Journey – How subscriber actions can dictate which offers and content they receive.
• How to Keep Your Segments Up to Date as Subscribers Evolve – Why a one-time tag isn’t enough and how to track shifting interests over time.

View the episode transcript here.

Where to from here?

Find out how you can get my strategic customer experience brain on your brand here.

Binge-listen to Mastering CX, the FREE private customer experience podcast with 24 bite-sized tips, tricks & strategies to create a REMARKABLE brand experience before, during and after the purchase. Listen FREE here!

Join the Copy Confidence Collective, the month-to-month membership for weekly support with your brand touchpoints and monthly 1:1 Voxer access to brainstorm bespoke biz, marketing and CX strategies. Join here!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question 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.

In this episode, I answer a listener question around how to clearly communicate the value of a high-ticket one-on-one coaching offer without assigning arbitrary price tags to individual inclusions.

We’ve all seen those sales pages that claim a $99 product contains $5,000 worth of value, which can feel misleading and damaging to your brand and offer trust. Instead of relying on inflated numbers, I share actinable, customer-first strategies to help you highlight the transformation your coaching or service offer provides and use it as your biggest selling proposition.

If you want to increase conversions without gimmicky pricing tactics, this episode will touch on clever ways to position your offer as a well-designed, results-driven solution that speaks for itself.

What we cover:

• Why Assigning Dollar Values to Every Inclusion Can Undermine Trust – Why making up price tags for every feature of your offer can actually hurt conversions.
• How to Reframe Value as a Transformation (Not a Price Tag) – Why it’s more effective to communicate how each inclusion contributes to the overall result.
• How to Use Comparisons Instead of Arbitrary Pricing – Ways to highlight the cost of inaction, time saved, or ease gained instead of attaching made-up numbers.
• How Social Proof Can Reinforce the Value of Your Offer – Using real client testimonials and success stories to showcase how different features have helped past customers.
• How to Present Your Offer as a Complete Solution – Shifting away from an itemized shopping list and positioning your package as a thoughtfully designed experience

View the episode transcript here.

Where to from here?

Find out how you can get my strategic customer experience brain on your brand here.

Binge-listen to Mastering CX, the FREE private customer experience podcast with 24 bite-sized tips, tricks & strategies to create a REMARKABLE brand experience before, during and after the purchase. Listen FREE here!

Join the Copy Confidence Collective, the month-to-month membership for weekly support with your brand touchpoints and monthly 1:1 Voxer access to brainstorm bespoke biz, marketing and CX strategies. Join here!

Check out my favourite CX tools and resources here.

😍 Love the show?

Hit subscribe or follow so you never miss a new episode.

Submit your question 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.