What Would They Do? The Customer Experience Podcast For Online Business

If you’ve ever thought…“I just need more leads.”“Why aren’t people sticking around?”“There has to be a smarter way to grow this…”…this episode is your snack platter of ideas.In this special teaser episode, I’m giving you a behind-the-scenes look at the upcoming Retention Games from 12-15 May 2026 (grab your free ticket here), my completely reimagined virtual event where 20 retention strategies go head-to-head.You’ll hear directly from the contestants as they share raw, unscripted previews of the strategies they’ll be revealing inside the Games.We’re talking:172% retention increases99% conversion strategies$66K in additional revenue from one tweakHigh-retention memberships running for yearsIf retention has been your blind spot, this episode will give you 12 specific ideas on how to fix it.What we cover:How one membership increased retention by 172% while reducing launchesA 20-minute gamification strategy that boosts engagement instantlyA 3-part “retention engine” that turns retention into your main growth driverA high-touch strategy that generated $66K in extra revenuePersonalisation strategies that make customers feel seen (and stay)An offboarding sequence with a 99% conversion rateView the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT HERE 🎟️Where to from 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!Find out how you can get my strategic customer experience brain on your brand here.Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

Feel like you’re undercharging, but also low-key terrified to raise your prices?In this episode, I’m joined by pricing strategist and self-declared “Pricing Queen” Jasmine Parasram to unpack what’s really going on when you price your services too low.Spoiler: it’s not just about money. It’s about mindset, emotional baggage, customer perception, and the kind of clients you end up attracting.Together, we explore how undercharging doesn’t just hurt your income, it quietly erodes your confidence, your boundaries, and your customer experience.What we cover:Why undercharging isn’t a pricing problemThe hidden link between pricing and customer experienceThe psychological barriers stopping you from charging moreHow to communicate your pricing without sounding unsure or apologeticA practical starting point for recalculating your pricingConnect with Jasmine Parasram:Website: https://creativebusinesskitchen.com/Instagram: https://www.instagram.com/yourpricingqueen/View the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT HERE 🎟️Where to from 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!Find out how you can get my strategic customer experience brain on your brand here.Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

Is there a way to sell that doesn’t exhaust you or your audience?In this guest episode, I am joined by launch strategist Kelsey McCormick, founder of Coming Up Roses, to unpack what sustainable selling actually looks like for creative business owners.If you feel like you’re redesigning your course or service launch from scratch every time, if you open cart and hope for the best, and if you’re chasing new followers instead of nurturing the ones you already have… this conversation is your reset.Together, we explore repeatable sales systems, campaign thinking, trust-building before a launch, and why you don’t need a massive audience to sell out your offers.What we cover:The concept of “campaign thinking” and why monthly revenue chasing keeps you stuckHow to create launches that work with your energy, not against itThe power of waitlists and warm-up sequencesWhy follower count is overrated (and warmth is everything)The mindset work behind hitting bigger launch milestonesWhy community and in-person connection may be the future of launchesThe growing tension between being a service provider vs. being a creator in the AI eraConnect with Kelsey McCormick:Website: https://cominguproses.co/The Warm Waitlist Week: cominguproses.co/wwwPodcast: cominguproses.co/warmupView the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT HERE 🎟️Where to from 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!Find out how you can get my strategic customer experience brain on your brand here.Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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 reviewPost 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 tackle a listener question that hits a little too close to home for many online business owners:“I’ve shown up so much more over the past few months, and grown my email list considerably, but I’m still not selling my offers. How do I work out what’s still stopping people from buying?”And the answer is simple (but inconvenient):More visibility doesn’t automatically mean more sales.If your customer journey is broken, more traffic just means more people entering a leaky funnel… and quietly disappearing.Let’s break down what a broken customer journey actually looks like, why “just getting more eyeballs” is not the fix you think it is, and how to identify the exact points where your audience loses confidence, clarity, or momentum.What we cover:The real reason your audience might not be buying, even if your list is growingWhat a broken customer journey actually looks like in an online businessWhy friction kills momentum (and momentum is what drives conversions)How to create a strategic customer journey that reduces churn and increases lifetime valueView the episode transcript here.Learn more about the CX Catalyst here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT HERE 🎟️Where to from 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!Find out how you can get my strategic customer experience brain on your brand here.Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

As part of my podcast 1st birthday week, I'm re-releasing the top 3 episodes of the past year. This is officially your #1!In this special case study episode, I sit down with Brooke Henry, founder of BB Henry Art and a founding member of Retention Lab, to unpack the strategy behind her wildly successful free online art event: BB Bash.Brooke attracted 9,000 free sign-ups, converted 10% into the paid event upgrade, and funneled a segment of those attendees into her $400 signature course—all without aggressive sales tactics. Instead, she focused on human connection, clarity over cleverness, and a warm, inclusive experience from start to finish.You’ll hear the real numbers, real decisions, and real lessons behind Brooke’s standout online event, including how she resisted industry norms and created an event her audience loved (and was happy to pay for).What we cover:The Format of Brooke’s 14-Day BB Bash – A mix of live mindset talks, prerecorded tutorials, and reflection exercises with a low-pressure vibe.How She Designed a Free Experience That Converts Without Guilt – Her intentional structure gave value while gently introducing a $29 paid upgrade.The VIP Upgrade Strategy That Worked (Without Pushy Tactics) – Lifetime access, deeper tutorials, a printed workbook, and community connection.The Human Touch That Set Her Apart – Live playdates, personal pep talks, and consistent support helped participants feel seen and safe.Why Her Sales Stayed Consistent Throughout the Event – And why she didn’t use discounts or time-limited pricing to create urgency.Connect with my guest, Brooke Henry:Website: https://bbhenryart.comEmail List: https://www.bbhenry.com/emailClasses: https://www.bbhenrystudio.comInstagram: https://www.instagram.com/bbhenry_art/YouTube: https://www.youtube.com/c/BBHenryArtView the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT HERE 🎟️Where to from 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!Find out how you can get my strategic customer experience brain on your brand here.Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

As part of my podcast 1st birthday week, I'm re-releasing the top 3 episodes of the past year. This is officially your #3!In this insightful episode, I’m joined by Ash McDonald, a therapist-turned-business strategist who specializes in cultivating psychologically safe and meaningful group environments.We’re answering the questions:”How would you cultivate safe group spaces where clients show up AND truly connect?” and explore the essential factors that encourage genuine connection, active participation, and emotional safety in group coaching programs and memberships.If you're struggling with low engagement, superficial interactions, or burnout from managing group spaces, this episode provides actionable insights to transform your client communities.What we cover:Why Many Group Programs Fail to Engage – Understanding common pitfalls that prevent genuine connection and participation among group members.Leading with Vulnerability – How coaches showing authentic vulnerability can dramatically improve client engagement and openness.Human-First Approach to Coaching – Why prioritizing human connection and authenticity over polished perfection can deepen relationships and improve outcomes.Effective Boundary Setting in Groups – How clear communication and boundary-setting protect your energy as a facilitator and improve group dynamics.Automating Client Care Without Losing the Human Touch – Using strategic automations paired with personal check-ins to maintain meaningful relationships efficiently.Connect with Ash McDonald:Ash McDonald is a former therapist turned therapeutic mentor and business coach who helps high-achieving women stop running on stress and start leading from self-trust. With over a decade of experience guiding deep transformation, she’s known for blending psychological insight with soul-deep strategy — helping women shift their inner world so life, leadership, and business finally feel like they fit. Ash’s work centers on nervous system regulation, emotional capacity, and radical receptivity — teaching women how to hold more wealth, presence, and peace without sacrificing themselves in the process.She’s the host of the Shamelessly Ambitious podcast and a leading voice in the movement to redefine success from the inside out.Website: https://ashmcdonaldmentoring.com/Instagram: https://www.instagram.com/ashmcdonald/Freebie The Ultimate Guide to Overdelivery: https://ashmcdonaldmentoring.com/UltimateGTODAView the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT HERE 🎟️Where to from 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!Find out how you can get my strategic customer experience brain on your brand here.Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

In today’s episode, I take you on a behind-the-scenes tour of one of the most effective membership experiments I’ve ever run inside Retention Lab: the CX Escape Room Challenge.What started as a 3-day “part challenge, part game” experience quickly turned into a powerful retention engine that increased engagement, brought in new members, and helped existing members finally take action and get quick wins.If you’ve ever felt like your membership (or online business) needs more content to keep people around… this episode will completely flip that belief on its head.Because the truth is:people don’t leave because you didn’t post enough. They leave because they didn’t get results.This episode is packed with insights on momentum, gamification, micro-commitments, and how to create experiences that feel personal, even when they’re automated behind the scenes. What we cover:The thinking behind my CX Escape Room ChallengeHow the Escape Room created instant momentum and quick wins in my membershipWhy the challenge worked so well even though it was mostly automatedHow I turned quiet members into active participants overnightWhat didn’t work & the lessons learnedView the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT HERE 🎟️Where to from 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!Find out how you can get my strategic customer experience brain on your brand here.Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

What would it take to turn your one-off clients into loyal superfans?In this episode, I respond to a question from my guest expert in episode 26, family photographer & systems expert Dolly DeLong, who asked:“How can I amplify my client journey and truly elevate the experience I give my photography clients?”Whether you’re a photographer, designer, copywriter, or coach, this episode shows you how to rethink the client journey from first contact to post-delivery and infuse it with emotion, meaning, and retention magic.Packed with practical examples (and totally systemisable ideas), it’s your go-to guide to building relationships that last.What we cover:What “amplifying the customer journey” really means (hint: not more noise)How to map and elevate the “moments that matter” in your client journeyDolly’s example: turning a typical photography experience into something unforgettableHow to use onboarding forms for more than admin — and actually spark loyaltyBonus retention strategies for other service providersView the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT HERE 🎟️Where to from 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!Find out how you can get my strategic customer experience brain on your brand here.Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

It’s episode 50! And as What Would They Do? is coming up to its one-year anniversary, I’m taking a closer look at the biggest themes that have emerged from 50 episodes of listener questions, expert interviews, and strategic CX deep-dives.But don’t expect a “top episodes” recap. This episode gives you a thoughtful analysis of the patterns that show up again and again in businesses that grow sustainably, retain more customers, and create meaningful brand connections.If you're craving real-world insight into what works (and why), this bite-sized episode is packed with practical takeaways and prompts to apply to your own customer journey.Revisit the episodes I mention here:Episode 35 with Ash McDonaldEpisode 31 with Holly HaynesEpisode 24 with Kirsty Fanton & Ami WilliamsonEpisode 42 with David WachsEpisode 9 answering Michelle Pontvert’s member questionEpisode 40 with Laura KendrickEpisode 37 with Brenna McGowanView the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT HERE 🎟️Where to from 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!Find out how you can get my strategic customer experience brain on your brand here.Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

In today’s episode, we’re answering a question that hits home for every service provider, course creator, and membership site owner:How do you build personal relationships that make your clients feel seen while still maintaining the boundaries that protect your own privacy and time?To unpack this, I’m joined by Hamilton Schmid, founder of Your Virtual Cornerstone, a thriving agency that’s grown almost entirely through word-of-mouth over the past five years. Hamilton’s secret? A smart mix of intentional systems, respectful boundaries, and deeply personal customer experiences.Whether you're just starting out or scaling up, this episode will inspire you to rethink your capacity, tighten your processes, and still make your clients feel like VIPs.What we cover:Why building genuine client relationships doesn’t mean you have to sacrifice your sanityThe difference between high-touch and overavailable (and why Hamilton doesn’t work Fridays)The power of voice notes for client intimacy & brand voiceHow to semi-systemise surprise-and-delight moments without making them roboticWhy “delivering what you promise” is the ultimate referral strategyConnect with Hamilton Schmid:Free 30 min Outsourcing Strategy Call: https://calendar.app.google/tWSf2hU9SYvGqMU26Website: www.yourvirtualcornerstone.comInstagram: https://www.instagram.com/virtualcornerstone/Threads: https://www.threads.com/@virtualcornerstoneView the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT HERE 🎟️Where to from 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!Find out how you can get my strategic customer experience brain on your brand here.Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

I’m kicking off 2026 with a shift that’s quietly changing the way we do business. In this bite-sized solo episode, I reflect on my Word of the Year: Community. And what it means for the online space, the rise (and fall) of self-paced resources, and why real human connection is back in the spotlight.Tune in to hear how I’m reshaping my offers and showing up differently this year, from evolving my 1:1 services to infusing more connection into my signature membership, Retention Lab. Whether you're feeling the pull towards more meaningful conversations or are just tired of figuring things out alone, this episode will meet you where you're at.What We Cover:The shift away from DIY, self-paced resources in 2025How AI is accelerating the demand for human-first experiencesMy Word of the Year and what it means for my businessWhat’s changing in Retention Lab (especially at the Starter level)An invitation to build, brainstorm, and grow together in 2026View the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT HERE 🎟️Where to from 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!Find out how you can get my strategic customer experience brain on your brand here.Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

Shelley Hitz, founder of Christian Book Academy and Retention Lab Incubator member, submitted a brilliant question: “What should I actually do with all the member testimonials I’ve collected?” This bite-sized episode breaks down exactly how to repurpose, categorize, and embed testimonials across your funnel, from the first touchpoint to retention and affiliate advocacy.Whether you’ve got a few nice words or full-blown case studies, this episode gives you a strategic framework to finally make your testimonials work harder.What we cover:Why not all testimonials are created equal (and which ones to use where)How to categorize feedback by funnel stage and formatStrategic ways to plug testimonials into your sales, onboarding, and retention workflowsCreative use cases you might not have thought of: like email takeovers, milestone trackers, and lead magnets built on member winsHow to start now even if all you’ve got is a spreadsheet full of snippetsCheck out the Client Cast Formula to launch your own private case study podcast here.View the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT HERE 🎟️Where to from 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!Find out how you can get my strategic customer experience brain on your brand here.Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.

In today’s episode, we’re diving into personal touches, handwritten moments, and how to make your customers feel truly seen, even if they’re scattered around the globe.We’re answering this listener question:“I would love to welcome all new members with a personal touch, but they’re scattered all over the world and it seems too complex and costly. What are my options?”To help unpack this, I’m joined by David Wachs, founder of Handwrytten, a tech-enabled platform that makes sending physical handwritten cards as simple as sending an email. We explore the power of thoughtful gestures, why inbox fatigue is real (and growing), and how to scale meaningful experiences without burning yourself out.Keen to try Handwritten?Save 10% on your Handwrytten cards with signup code nadinenetheryWhether you’re a service provider, a membership founder, or a course creator, this episode will show you how to stand out in a sea of digital noise by doubling down on what makes you (and your customers) human.My long-term 1:1 client and Retention Lab member Josh Goldsmith is joining us inside the Lab in December to share exactly how he automates handwritten touchpoints in his business with Handwrytten. You’ll want a front-row seat for that!What we cover:Why retention and loyalty hinge on making people feel seenWhat makes handwritten notes so emotionally powerfulSurprising findings from Handwrytten’s 2022 and 2025 consumer outreach surveysReal examples of how brands increased revenue, loyalty, and LTV through handwritten outreachHow to balance automation and authenticity when scaling personal touchesWhere AI belongs in the personalization journey, and where it doesn’tWhy intention is more important than handwriting, and how to keep it personal at scaleConnect with David Wachs:David's Instragram: https://www.instagram.com/dbwachsHandwrytten's Instagram: https://www.instagram.com/handwryttenView the episode transcript here.GRAB YOUR FREE RETENTION GAMES TICKET RIGHT HERE 🎟️Where to from 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!Find out how you can get my strategic customer experience brain on your brand here.Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE 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 reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.