I'm a big believer in DIY. Sometimes doing the work yourself absolutely is the right decision.

But there's an important difference between asking: "Can I do this myself?" and "Should I do this myself?"

Because DIY isn’t free.

In Part 3 of my Outside Perspective mini series, we're wrapping things up by looking at when DIY makes sense, when you need to diagnose before you act, and when the problem has enough moving pieces that an outside perspective becomes particularly valuable.

And if you're still not sure which camp you're in, start with my free Customer Intelligence Gap Finder to diagnose your biggest customer intelligence gap and give you specific next steps based on your results.

What we cover:

• The difference between "Can I DIY this?" and "Should I DIY this?"
• The hidden costs of trying to solve every customer experience problem yourself
• The three levels of business problems I look for
• Why symptoms like low sales, poor engagement or declining retention need diagnosis before action
• How one customer experience problem can create symptoms across your entire customer journey
• Why pulling the wrong lever can make another problem worse

View the episode transcript here.

Where to from here?

Grab the State of the Customer Report FREE right here.

Generate 10 tailored-to-you survey questions FREE right here.

Join Retention Lab🧪, the community to help you build a signature customer experience that keeps people coming back, gets them talking and grows your business without you having to start from scratch every single month. Join here!

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

You probably don't need more customer research. And there's a good chance you've already gathered some today.

The problem?

It's scattered across your inbox, DMs, surveys, support questions, email analytics, cancellation forms, testimonials and probably another seven places you've forgotten exist.

And having information about your customers isn't the same as having customer intelligence you can use to make better decisions.

In Part 2 of my 3-part Outside Perspective mini series, we're looking at how to connect the scattered pieces of customer information and turn them into something strategically useful.

My free Customer Intelligence Gap Finder helps you work that out.

What we cover:

• Why you're likely gathering customer research without realising it
• Where valuable customer insights are already hiding inside your business
• The difference between customer information and customer intelligence
• How to move from information to patterns to intelligence to decisions
• Why AI makes having strong customer intelligence even more important

View the episode transcript here.

Where to from here?

Grab the State of the Customer Report FREE right here.

Generate 10 tailored-to-you survey questions FREE right here.

Join Retention Lab🧪, the community to help you build a signature customer experience that keeps people coming back, gets them talking and grows your business without you having to start from scratch every single month. Join here!

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

The closer you are to your business, the harder it becomes to experience it like your customers do.

You know why every offer exists. You know what someone is ‘supposed’ to do after they buy. You understand how your emails, funnels and customer journey fit together. But your customers don't have any of that context.

In part one of my 3-part Outside Perspective mini series, we're looking at the blind spots that appear when you're simply too close to your own business to see what your customers are actually experiencing.

Diagnose your Gap with my free Intelligence Gap Finder Tool here.

What we cover:

• Why your intentions aren't the same as your customers' experience
• The 3 versions of your business you need to pay attention to
• How assumptions can send your strategy in the wrong direction
• How fixing the wrong problem can create even more friction
• What to look at before deciding your customer journey needs another strategy

View the episode transcript here.

Where to from here?

Grab the State of the Customer Report FREE right here.

Generate 10 tailored-to-you survey questions FREE right here.

Join Retention Lab🧪, the community to help you build a signature customer experience that keeps people coming back, gets them talking and grows your business without you having to start from scratch every single month. Join here!

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