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:

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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.

In this episode, I answer a subscriber question about how to create a five-star client experience for high-ticket one-on-one services and VIP days.

Because as it turns out, premium clients don’t just pay for results—they invest in ease, exclusivity, and a seamless experience.

In this episode, I share strategic yet simple ways to delight high-paying clients, from a smooth onboarding process to surprise-and-delight moments that turn them into raving fans. Expect first-hand examples from within my client-serving business!

If you want to deliver on your high-ticket prices, generate ongoing referrals, and create an experience that clients can’t stop talking about, this episode will give you practical, high-impact strategies to do just that.

What we cover:

• What High-Ticket Clients Actually Expect Beyond the Deliverable – Why ease, personalization, and trust are just as important as the service itself.
• The Role of a Smooth Onboarding Process – How to make scheduling, contracts, and payments feel effortless from the start.
• How to Personalize the Experience Without Overextending Yourself – Small, scalable ways to make clients feel seen, heard, and valued.
• Surprise-and-Delight Strategies That Elevate Your Client Experience – Creative ways to exceed expectations without adding extra work.
• How to Support Clients Beyond the Deliverable – Simple ways to maintain the relationship, encourage referrals, and create long-term client loyalty.

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 subscriber question all about using automated email marketing to sell website templates on Evergreen while still attracting clients for done-for-you services.

While many businesses rely on generic email funnels that treat all subscribers the same, I share how a behavior-driven approach can make automated emails feel personal, relevant, and convert more effectively on autopilot.

Let’s explore how trigger links, engagement tracking, and dynamic automation help guide your potential customers through a bespoke customer journey so they only receive offers when they're actually ready to buy.

If you’re looking to scale your digital shop and sell on autopilot without constant live launches, this episode is packed with actionable strategies you can apply today.

What we cover:

• Why Traditional Evergreen Funnels Don’t Work – The biggest problems with generic automated email sequences and why they often fail to convert.
• How Behavior-Driven Emails Create a More Personalized Experience – Why tracking subscriber actions (like email clicks, sales page visits, and abandoned carts) makes a huge difference.
• How to Use Trigger Links to Automate the Right Follow-Ups – Ways to segment your audience based on their behavior and only send offers to those who are interested.
• How to Re-Engage Potential Buyers Who Haven’t Purchased Yet – Strategies for handling email opens without clicks, clicks without purchases, and cart abandonment.
• Using Urgency and Scarcity Without Feeling Pushy – How limited-time bonuses, real-time availability updates, and strategic follow-ups can boost conversions.

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 an anonymous listener question:

“What would you do if sales during your live course launch were slower than expected to reenergize your launch?”

If you've ever hit the dreaded mid-launch slump, this episode is for you.

I walk you through the importance of real-time, data-driven strategies to diagnose the issue, re-engage your audience, and boost conversions… all without feeling salesy.

What we cover:

• Why Your Launch Sales Might Be Slower Than Expected – Common reasons behind a mid-launch slump and how to work out if it’s normal or a red flag.
• Diagnosing the Problem with Data – How to use tools like heat maps, email metrics, and engagement insights to pinpoint where potential buyers are dropping off.
• Re-Engaging Your Audience in the Middle of Your Launch – Creative ways to revive interest and maintain momentum when enthusiasm starts to fade.
• Leveraging Social Proof to Build Trust – How to use case studies, testimonials, and live student experiences to overcome objections and increase conversions.
• Personalization Strategies That Nudge Hesitant Buyers – Simple yet effective ways to make potential customers feel seen, heard, and confident in their decision to buy.

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 question from a Copy Confidence Collective member about how to naturally encourage free event attendees to upgrade to a paid offer… without feeling pushy or salesy.

Member question: “What’s a compelling way to get the attendees of a free event to opt into the paid upgrade so it feels natural and not salesy?”

I explore effective strategies to monetize your virtual events, via tweaks to your paid upgrade positioning, making it easy to upgrade, and creating clever genuine urgency (without necessarily having to discount).

Whether you're running a virtual summit, an online challenge, or a free event with a paid VIP option, today is all about customer-first strategies to make the upgrade feel like the obvious next step without devaluing the free experience.

Ready to maximize the results for you and your attendees?

00:00 Introduction to Customer Experience Challenges

00:24 Understanding Free vs. Paid Event Dynamics

01:55 Reasons for Upgrading at Free Events

09:27 Strategies for Encouraging Upgrades

16:17 Final Thoughts on Event Structuring

What we cover:

• Why People Upgrade (or Don’t) – Understanding the key motivators behind why attendees choose to pay for an upgrade.
• The Biggest Mistakes to Avoid When Selling an Upgrade – Common pitfalls that make people not see the value in upgrading.
• How to Position Your Paid Upgrade as the Next-Level Experience – Creating a compelling reason for attendees to say yes without devaluing the free experience.
• Organic, Feel-Good Sales Strategies – How to weave upgrade opportunities into your event without resorting to high-pressure tactics.
• Making It Effortless to Upgrade – Practical ways to ensure attendees can upgrade in just a few clicks, right when they’re most interested.

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 question from web designer Jessica Haines about how to create deeper connections with website visitors through strategic customer experiences.

As it turns out, your website is more than a sales tool—it’s an opportunity to build relationships, spark delight, and guide potential clients towards working with you.

This episode is jam-packed with actionable out-of-the-box strategies to personalize your website experience, create moments of surprise and delight, and infuse personality into every page.

What we cover:

• Why Your Website Should Be More Than a Sales Page – The importance of treating your website as a relationship-building tool, not just a place to list offers
• The Biggest Mistakes Business Owners Make with Their Websites – Common pitfalls to avoid
• Infusing Personality and Trust into Your Website Copy – How to stand out in a crowded market by making your messaging feel uniquely you.
• Creative Ways to Create a Client Magnet Website Experience – Using interactive elements to make your browsers’ lives easier

Learn more about Jessica Haines here.

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.