In this episode, I flip the script and answer a question I was originally asked to answer during a recent guest podcast interview:“What’s the process you follow for creating standout customer experiences?”There was only so much detail I could get into as during my chat with the podcast host, but this is where I walk you through my step-by-step framework for designing and improving customer journeys—whether you're launching something brand new or optimizing an existing offer.I share how I use audience feedback, intentional design, strategic automation, and data to create customer experiences that build loyalty, spark joy, and drive repeat business—all while being manageable as a solo business owner and mum of three.If you’ve ever wondered how to turn your customer experience into your competitive advantage, this is your behind-the-scenes look at exactly how I do that.What we cover:Why Customer Experience Is Your Competitive Advantage – And why it should start well before the purchase and extend long after.The 4 Essentials of a Standout Brand Touchpoint – Every customer interaction should be valuable, relatable, actionable, and manageable.How I Design Customer Journeys for New Offers – Including how I co-create with my audience before launching anything.How to Optimize Existing Offers Using Data and Feedback – Real-life examples of what I added or improved in my offers based on client input.Why Automation Doesn’t Mean Impersonal – How I create automated systems that still feel human and strategic.View the episode transcript 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.

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