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.

If you've been sitting on the fence about AI because you're worried it'll make your brand feel less like you, this episode is going to be a game changer.

Today I'm joined by Kinsey Soderberg, co-founder of Her AI Club™, to answer a question by fractional CMO Madelyn Victoria in episode 27. Kinsey and I explore what to automate, what to protect, and how AI can make your customer experience feel more personalised than ever.

And if you're listening live, make sure you grab your free ticket to the Her AI Era Summit from 12-16 October 2026.

What we cover:

• Kinsey's honest journey from AI sceptic to saving 15 hours a week (and what changed her mind)
• Why vibe coding is more accessible than you think and how Her AI Club members are using it to build tools for their clients
• The three-zone framework: full manual, full automation, and the collaborative middle ground where most of us should actually live
• What Kinsey never hands off to AI, and why her Instagram stories remain stubbornly human
• How to build foundational AI skills before you even think about automation or agentic AI
• Why the Her AI Era Summit is back for year two (and how to grab your free ticket)

Connect with Kinsey:

Check out her signature programs: Her AI Club™ and AI Brand Blueprint® .

Try her free Skills Playbook here.

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.

If you have a growing list of offers in your business and a nagging feeling that half of them simply aren't pulling their weight anymore, this episode is going to hit close to home.

In this honest, behind-the-scenes episode, I'm walking you through the reflection process I've just been through in my own business, what's changing and why, and the bigger shift I'm seeing across the online business space in 2026 that I think more of us need to talk about.

Because adding more to your offer lineup isn't always the answer. And sometimes the bravest thing you can do is take stock of what's still earning its place.

Shop the Simplification Sale and get 75% off the bulk of my courses and toolkits until 15 October 2026. Prices start at AUD$2.25!

What we cover:

• Why growing a business by constantly adding new offers is a trap a lot of us fall into
• How AI has shifted what people want from online courses and self-paced resources
• Why tweaking your evergreen funnels won't fix the real problem
• The honest questions to ask each offer in your lineup right now
• Why retiring something you've built doesn't mean you're failing
• What I'm focusing on instead, and why done-with-you and done-for-you are where I'm doubling down
• How simplifying your offer suite can make it easier for your people to say yes

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.

SEO isn't just about keywords and Google rankings anymore.

Your potential customers are searching everywhere, from Google and YouTube to ChatGPT and other AI tools. And increasingly, those platforms are trying to understand who you are, what you're known for and whether you're a credible source worth recommending.

So what does that mean for the way you approach SEO in 2026?

In this episode, I'm joined by SEO strategist Laura Jawad to explore why it's time to think beyond rankings and start looking at your entire online footprint.

We're talking about the connection between SEO, discoverability, reputation and customer experience, plus what actually helps Google and AI search tools understand what you should be known for.

If you've ever worried that AI search means everything you've learned about SEO is suddenly obsolete, this conversation will put you at ease.

What we cover:

• Why SEO is no longer just about keywords and rankings
• The difference between rankings and true discoverability
• How AI is changing the way potential customers search for businesses
• The importance of consistently talking about what you want to be known for
• What Google and AI look for when deciding whether you're a credible expert
• Where SEO fits into the customer experience and customer journey
• The three things Laura would prioritise to become more discoverable over the next year

Connect with Laura Jawad:

Website: https://www.laurajawadmarketing.com/

Instagram: https://www.instagram.com/heylaurajawad/

FREE SEO Scorecard: www.laurajawadmarketing.com/what-would-they-do/

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.

Just because you can automate something in your business does that mean you should?

As your business grows, automation can feel like the obvious answer to buying back much-needed time and capacity.

But there are two extremes I see all the time: Those who automate everything because they've been told that's what scaling looks like. And those who automate absolutely nothing because the tech feels so overwhelming that running everything manually somehow seems easier.

Neither approach is particularly helpful.

So in this episode, I'm sharing the three questions I ask myself before I automate anything in my own business or my clients' businesses.

Because good automation is about knowing where your personal touch makes a real difference, what you need to keep visibility of, and whether removing yourself from one interaction gives you more capacity to show up somewhere more valuable.

What we cover:

• Why automating everything isn't necessarily the answer to scaling your business
• The risk of removing yourself from customer touchpoints that need you
• Why visibility matters when you're automating a course, membership or program
• How customer data can help you make better long-term decisions about your offer
• Why every automation should buy back capacity for something more valuable
• How to audit automations you've already built using these three questions

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.