Creating Superfans (Brittany Hodak)
Explore every episode of Creating Superfans
| Pub. Date | Title | Duration | |
|---|---|---|---|
| 11 Nov 2022 | Creating Superfans Trailer | 00:03:12 | |
In today's business environment, experience is everything. It’s the number-one way to differentiate yourself from your competitors and create customers for life. But, the inverse is also true. Everything is experience. Every interaction — even the small ones — can determine whether or not customers come back and what they tell their friends. The Creating Superfans podcast is a fun, entertaining crash course in turning customer experience into your superpower... no capes required! Each week, author and speaker Brittany Hodak spotlights brands she loves and interviews some of the most brilliant minds in business today. At the end of every episode, you’ll have a list of new ideas to turn your customers and employees into loyal, raving superfans. -- | |||
| 14 Nov 2022 | Timeless Customer Experience Trends with Shep Hyken | 00:33:05 | |
Welcome to the very first episode of the Creating Superfans podcast! What better way to kick-off than with the world’s top Customer Experience and Customer Service expert, Shep Hyken! Shep is a New York Times and Wall Street Journal bestselling author, and his latest book is called I’ll Be Back. He’s a hall-of-fame speaker and a HUGE mentor of mine, which is why I was thrilled when he agreed to write the foreword of my book, Creating Superfans. On this episode, we discuss a few critical CX lessons Shep learned as a twelve-year-old, the world’s oldest customer complaint letter, and Shep’s non-negotiables when it comes to excellent customer service. Show Notes: 6:39 - What Shep learned on one of his first jobs as a twelve-year-old that powered his philosophy in customer experience 9:05 - The world’s oldest customer complaint letter 11:37- Shep’s non-negotiables when it comes to customer service? 13:10 - That time Shep became texting buddies with the CAPTAIN of his flight 14:48 - Why Shep won’t be returning to one of his favorite restaurants 22:22 - The #1 reason airlines go under 25:26 - My 5-year-old son’s blunt perspective on CX -- | |||
| 14 Nov 2022 | How Fizzah Raza Creates The Ultimate Client Experience | 00:29:13 | |
On the second episode of the Creating Superfans podcast, I interview Nashville-based photographer Fizzah Raza. I worked with Fizzah for my brand new headshots over the summer and had a WORLD CLASS customer experience. I was wowed before, during, and after our session together and immediately became her superfan. If you’re a solopreneur of any kind, this is a can’t-miss episode filled with tons of ideas that you can implement in your own business. Show Notes 6:25 - Fizzah’s follow-up trick 8:11 - Why being personal is sometimes better than being professional 10:22 - What Fizzah did to exceed my expectations the night before our photoshoot 14:25 - The CRITICAL mindset shift that helped Fizzah transform her customer experience 16:15 - How Fizzah maximized the moments after our photoshoot session 19:53 - What are Fizzah’s CX non-negotiables as a customer? 21:44 - How Tiffany & Co and Nike blew Fizzah away 25:38 - Fizzah’s #1 hack for getting more referrals and repeat business 27:37 - What’s a brand that Fizzah is a superfan of? Fizzah Raza Photography Website -- | |||
| 22 Nov 2022 | The Magic Behind the Disney Experience with Dennis Snow | 00:32:48 | |
In episode 3 of the Creating Superfans Podcast, I interviewed former Walt Disney World executive, Dennis Show. During his twenty years with the company, Dennis worked his way up from a front-line attractions operator to founder of the Disney Institute, the internal firm that consulted for organizations like ExxonMobil, AT&T, and Coca-Cola. Now, he’s a full-time speaker and author who trains businesses large and small on how to run world-class, service-driven organizations. Dennis shared with me some of Disney’s hiring practices and interview techniques that ensure all of their team members are customer-centric. Later in the episode, he outlines the 3 easiest things any brand can do to improve their customer experience right away. Finally, hear what a local restaurant did for Dennis and his friends that blew him away and made him a superfan for life. Show Notes: 4:23 - Can you teach your employees to be more friendly and more customer-centric? 5:03 - How long is the training at Disney? 5:56 - A simple way to reframe your interview questions to get a better understanding of a candidate’s skillset 8:27 - A secret most people don’t know about Disney 10:45 - How do you define your Story and use it to attract the right people? 13:00 - When did the Disney theme park become intentional about its superpower? 14:33 - What are some other brands that have superior customer experience? 18:00 - What are some things that businesses can do right away to be more customer centric? 20:31 - A small thing that outstanding organizations do. 22:18 - How often should you be collecting feedback from employees? 25:23 - The parallels between customer feedback and employee feedback and how to overcome internal resistance 28:55 - How a local restaurant went above and beyond for Dennis and made him a superfan for life. You can find Dennis at SnowAssociates.com -- | |||
| 29 Nov 2022 | The Unsung Heroes of Customer Experience with Kim Goei | 00:38:29 | |
In the 4th episode of the Creating Superfans podcast, I sat down with Kim Goei, Chief Operating Officer of Fexa. We talk about the under-the-radar aspects of customer experience that customers and entrepreneurs often take for granted. If you’re a fan of intentional experience design like me, you’ll be interested to learn about how Fexa technology can maintain or automate the crucial ingredients that make businesses run seamlessly. Kim began her career in operations, working with global brands like Virgin Group, Anthropologie, and Reading International, Inc., before joining Fexa in 2018. In addition to her role as COO, she’s on the Board of Directors of Connex to empower facilities to become more inclusive and accessible. Show Notes: 3:55 - Kim breaks down what it’s really like to work in facilities management. 5:44 - The repeatability of the Five Guys experience vs. the geographically-customized experiences of Prada and Michael Kors. 7:30 - What’s FEXA all about and what drew Kim to work there? 9:28 - How does FEXA make facilities and operations teams more efficient with less? 10:52 - Exciting news for FEXA as it scales 12:21 - How FEXA plans to help companies manage their inventory levels through technology 13:54 - Managing the internal customer experience for facilities managers 14:33 - How you can personalize your communication strategy with FEXA 16:40 - The value of being a tech company with a human-first approach 18:00 - Kim’s favorite examples of things we’re able to predict and take care of using smart-connected devices 20:05 - How the restroom can impact a customer experience at a restaurant 21:28 - Crate & Barrel’s stellar customer experience 23:19 - How the Crate & Barrel employee experience spills over to its customer experience 29:00 - A horrible customer experience that Kim had recently 35:25 - DEI and facilities management Follow Kim on LinkedIn -- | |||
| 06 Dec 2022 | Connecting with Your Audience on TikTok with Hilary Billings | 00:35:42 | |
In episode 5 of the Creating Superfans podcast, I interviewed the brilliant Hilary Billings, Co-founder and CEO of Attentioneers Agency. A self-proclaimed “engineer of attention,” Hilary is a viral video expert that helps brands drive exponential growth on TikTok. She has earned over a BILLION organic views on her social platforms and sheds some light on the science behind a viral video and how YOU can replicate it. Hilary explains why brands must capture the power of short-form content in order to create superfan customers and future proof your business long-term. If you’re on the fence about joining TikTok or you’re unsure about how to get started, you won’t want to miss this episode. Hilary will reframe the way you approach your social media strategy. Show Notes 4:44 - The average user on social media spends HOW many minutes scrolling per day? 6:30 - What Hilary would say to someone who haphazardly dabbles into social media 7:00 - Does Hilary believe you need to be on all the platforms? 9:40 - What’s the “new account advantage?” and how does it benefit new creator accounts? 11:12 - The first step in Hilary’s process for designing an intentional social media strategy with her clients 12:07 - What Hilary says to clients who say they don’t want to dance on social media 13:15 - The second step in Hilary’s process for designing an intentional social media strategy with her clients 13:33 - How you can get a copy of Hilary’s Viral Video Story Map 14:02 - A common mistake most creators are making when it comes to their social media 18:00 - Why ‘going viral’ is intentional, not accidental, and how you can replicate that success 19:49 - How does HIllary convince people that now is the time to get started on TikTok 20:34- How this brand improved it’s year-over-year market sales by 78% through user-generated content 21:47- How AARP went viral on TikTok and engaged with a younger audience 23:45 - How short-form content is providing new opportunities for brands to connect with their customers 26:27 - Hilary explains why TikTok is that important 27:57 - Why disengaging on social media will affect you long-term 30:05 - What is the “pattern interrupt” phenomenon? 31:40 - How many seconds do you have to make an impression with your content to stop the scroll? Learn more about Hilary's company, the Attentioneers Agency. -- | |||
| 13 Dec 2022 | Balancing Tech and Human Touch with Joe Welu | 00:31:03 | |
Episode 6 of the Creating Superfans podcast is a special one because I got to chat with the founder and CEO of Total Expert, Joe Welu. Joe transformed the company from a tiny startup developed in the basement of his real estate office to an organization with over 300 employees that powers customer engagement for 200 financial institutions, including 15 of the top 25 U.S. banks and lenders. Joe shares with us the importance of staying grounded in the tech industry and how you can balance software with the human touch to power meaningful interactions at scale. 3:33 - How Joe expanded on his original idea of bringing lenders and real estate agents together 5:34 - How Total Expert balances technology and the human touch at scale 7:54 - The #1 core value of Total Expert and how it powers the infrastructure of their platform 9:00 - How Joe would respond to teams that are hesitant to implement and learn a new software 10:12 - Why it’s important to start with the outcomes when making product decisions 11:08 - How you stay grounded in tech without going overboard with functionality and features 12:40 - For Total Expert’s customers’ customers - those that are buying homes or making financial decisions - what are the most important aspects in creating excellent client experiences? 14:53 - The mindset shift that separates Total Expert from many other businesses 16:05 - Why creating an exceptional employee experience is critical for the customer experience 17:00 - What does customer success really mean? 19:40 - How the velocity of change for consumers is impacting businesses 21:25 - How financial services is behind eCommerce when it comes to data-driven recommendations 23:35 - Why it’s imperative, especially in financial services, to use customer data in an ethical way 27:57 - As a customer, what’s a brand that went above and beyond and really delighted Joe? 29:49 - What’s one piece of advice that Joe has for anyone that’s trying to improve their customer experience? Learn more about Total Expert. -- | |||
| 10 Jan 2023 | Behind The Scenes of Writing My Book! | 00:38:45 | |
This week's episode of the Creating Superfans podcast is a special one because it's all about my book! Creating Superfans is available NOW, and to honor its publication date, we switched things up a bit! My Chief of Staff, Alix Steinberg, asked me questions about what it was really like to write Creating Superfans, including the different editing phases, the design choices, and the recording of the audiobook! 4:55 - the intentional design choices Brittany made for Creating Superfans 7:25 - Why Brittany chose to work with a hybrid publisher 15:30 - How quick was the editing process once Brittany handed in her manuscript? 17:25 - When did Brittany finally start to see her book come together? 20:17 - How Brittany’s mom helped her edit the book 22:11 - The process of narrowing down the songs for each chapter tile and major heading 23:00 - What are the takeaways Brittany wants the reader to walk away with? 25:14- Why empathy is so important in customer experience 27:45 - What it was like to record the audiobook version of Creating Superfans 32:27 - That time Brittany’s husband, Jeff, starred in a Nook commercial 34:18 - How Brittany’s son, Kadoh, inspired the book 36:20 - Brittany reads one of her favorite lines from a review of Creating Superfans -- | |||
| 24 Jan 2023 | Digital Transformation with Joe Harouni | 00:33:08 | |
As consumers, our basic wants and needs haven’t really changed, but our preferences and expectations for how we achieve what we want or need has changed. Customers expect seamless digital experiences from the brands they interact with, which can introduce a daunting challenge to unprepared companies. Joe Harouni is the Connected Commerce practice lead at Avionos, where he works with clients to deliver commerce solutions that enable a better customer, sales, and service experience. Avionos’ team of experts drives measurable business outcomes for Fortune 500 and 1000 companies by partnering with executives to turn their digital vision into reality. In this episode of the Creating Superfans podcast, Joe and I chat about the current trends in digital transformation, the best communication strategies for company-wide adoption, the common mistakes to avoid, and some of his favorite examples of excellent digital experiences. 2:20 - What is a trend that businesses need to be aware of in the digital transformation space? 4:14 - How employee experience is impacted by digital transformation 5:16 - What does Avionos do? 6:12 - Joe’s favorite digital transformation projects he’s worked on 8:12 - What aspect of digital transformation is often overlooked? 10:57 - How does Avionos ensure a consistent communication plan across an entire organization? 13:44 - How does the Avionos team overcome the "inside out" approach to digital transformation? 15:00 - How can solopreneurs or small businesses collect meaningful customer research with limited resources available? 16:41 - What is the difference between UX (user experience) and CX (customer experience)? 19:20 - Joe shares his favorite app from a UX perspective 23:00 - What are the two biggest factors for a great customer experience? 24:07 - What advice does Joe have for companies that are trying to make their digital experience more seamless and more relevant for their customers? 26:14 - Joe’s biggest non-negotiables when it comes to the clients he works with 26:53 - What’s a company that Joe is a SUPERFAN of? Find out more about Avionos at www.avionos.com. -- | |||
| 01 Feb 2023 | Using Social Media to Power your CX with Hillary Applegate | 00:37:05 | |
Social media is no longer just a content creation platform - it plays a complex role along every step of your customer journey. Your social accounts are the point of entry for prospects to learn about your brand for the first time, the new call center where they go to voice their complaints, and everything in between.
5:23 - Why social media is your 24/7 customer touchpoint 6:23 - The importance of working with someone who understands your brand voice 9:35 - One of Hillary’s clients that used social media to connect with a superfan and exceed their expectations 13:12 - How social listening can impact every aspect of your company 14:22 - Hillary shares her top tools for social media listening, regardless of your budget 16:14 - Why newer companies are more open to using social media compared to older, publicly traded companies 18:24 - Why real customer advocacy is more powerful than influencer marketing 21:12 - The best return from any campaign Hillary has ever run 22:58 - How brands can exceed expectations on social media 26:11 - What is the “engagement loop”? 29:48 - Hillary shares various paths companies can take to manage their social accounts Find out more about Social HQ at www.yoursocialHQ.com -- | |||
| 07 Feb 2023 | Bringing the 5-Star Hospitality Mindset to the Medical Industry with Jim White | 00:38:35 | |
Customer experience is not a department—it’s a philosophy that must be embraced by every member of an organization. When executed correctly, it becomes your most powerful competitive advantage. Perhaps no guest has understood this better than Jim White, the Chief Experience Officer of Ignite Medical Resorts. Jim and his team at Ignite are “extinguishing the stereotype” of traditional rapid rehabilitation facilities- otherwise known as nursing homes- by providing the five-star hospitality of a luxury resort. In this episode of the Creating Superfans podcast, you’ll hear about the unmatched accommodations that Ignite offers, such as private chefs, on-site spas, specialty coffee machines, and magazine and newspaper delivery. In addition to the perks, Jim talks about the systems he puts in place to ensure incredible experience across 14 facilities, including hiring and training service-minded staff, creating warm welcomes and fond farewells, and looking for opportunities to surprise and delight guests. If you’re wondering how the medical industry can implement a 5-star resort-like experience, you won’t want to miss this episode. 4:33 - How has Jim used his background in hospitality to intentionally design the experience at Ignite Medical Resorts? 7:57 - Will the 5-star resort-like experience become normal among medical facilities? 11:27 - Jim details the hiring and training process for his staff, including one of the most fun orientation programs! 15:12 - Why Ignite uses hospitality metrics as its benchmark for sucess 16:30 - How does Ignite’s NPR score compare to the average hospitality score? 18:00 - Using hospitality’s best practices to overcome the uncertainty gap that surrounds the typical patient experience 20:17 - The importance of referrals and reputation in the rehabilitation industry 22:28 - The challenges of managing new facilities and how Jim gets new staff on board with their philosophy 24:38 - Incentivizing staff to create excellent customer experiences 27:03 - The “employee comes first” mindset that sets IMR apart 29:34 - How Jim trains his staff to create a “warm welcome” and a “fond farewell” 34:15 - A heartwarming story that showcases the power of “surprise and delight” 35:40 - How IMR implements a CX strategy from the Ritz Carlton You can learn more about Ignite Medical Resorts here. -- | |||
| 14 Feb 2023 | Breaking Down the Best Super Bowl Brand Plays | 00:29:25 | |
In this week's episode of the Creating Superfans podcast, Alix and I are breaking down the best and worst TV commercials from Super Bowl 57. You'll hear our opinions on the brands that did the best job of overcoming apathy, and which ones fell totally flat. 3:30 - Tubi cutting through the noise and creating a moment 5:15 - Amazon's compelling storytelling 7:38 - Crown Royal and Bud Light used celebrities in their ads, but which did it better? 9:10 - Rakuten & Clueless nailing the nostalgia 10:27 - The M&M saga and the Maya Rudolph campaign 14:40 - How effective are the campaigns that have a back-story leading into their Super Bowl commercial? 16:40 - DoorDash's approach to speak to several audience segments in one ad 17:40 - Work Day 19:25 - Does Dunkin' win the award for best celebrity cameo of the night? 20:10 - The worst celebrity cameo of the Super Bowl 21:10 - Avocados from Mexico's on-air and off-air Super Bowl campaign 23:47 - He Gets Us Jesus commercials 25:06 - Did Brittany or Alix scan any QR codes? 25:40 - Did QR codes fall flat this year? 26:15 - The Turbo Tax disappointment -- | |||
| 21 Feb 2023 | Creating the Business & Lifestyle of Your Dreams with Amy Porterfield | 00:36:42 | |
This episode of the Creating Superfans podcast welcomes a very special guest, Amy Porterfield. In today’s episode, Amy and I chatted all about Two Weeks Notice - which is officially available today, everywhere books are sold! Whether you’re working a corporate job or running your own business, Amy’s tried and true strategies, inspiring stories, and mindset shifts will help you create not just the type of business that you want, but the lifestyle you want.
2:40 - Why did Amy decide to write Two Weeks Notice now? 4:26 - Why it was important for Amy to share her vulnerable stories with her readers. 6:40 - What are Amy’s non-negotiables? Why is it so important for entrepreneurs to set their non-negotiables? 9:20 - What is “tiger time?” Amy explains the concept that she developed years ago. 12:36 - The poignant distinction between courage and confidence, and why you don’t need confidence to start your business. 13:40 - What does Amy mean by your “capacity for zero?” 16:20 - How did the intentionality of setting an exit date give Amy more courage? 18:30 - What does Amy mean by the “ten-percent edge”? 21:25 - Why are superfans so important to entrepreneurs? 22:56 - How Amy’s team incorporates “surprise and delight” into her customer journey. 25:15 - How Amy meets her audience where they’re at through strategic content creation. 26:37 - Amy tells us about a student of hers that launched her own business, but it’s not what you think it might be 29:40 - The “sweet spot test” and how it helps you identify your starter business. 30:56 - What are the ‘boss traps’ that Amy details in her book? 34:07 - Amy shares the most surprising part about writing a book.
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| 28 Feb 2023 | Disrupting the Moving Industry with Ron Holt | 00:39:20 | |
If you’re a Customer Experience nerd like me, then today’s guest is going to leave you inspired. His name is Ron Holt and he’s the founder and CEO of Pink Zebra Moving. Ron is on a mission to disrupt the moving industry - but not with big data or advanced technology. Instead, taking inspiration from brands like the Savannah Bananas, he’s designed a magical experience for his customers that he’s working to replicate across the country. From the high-energy warm-up routines to the surprise closing gifts, Pink Zebra Moving proves that you can create a unique and unforgettable experience for your customers in any industry. In this episode, you’ll hear about Pink Zebra’s eye-opening payment system, Ron’s tips for exceeding customer expectations, and even a few hilarious mistakes that the company has made over the years. 3:04 - Ron shares his background as the founder of the cleaning company, Two Maids & A Mop 4:10 - The revelation Ron had that led him to implement CX changes in his cleaning business 7:30 - Why it’s so important to bake customer centricity into the DNA of your company 9:46 - What is Pink Zebra Moving all about? 11:53 - The worst idea that Ron had with Pink Zebra 14:37 - The new entry plan for Pink Zebra that successfully alleviates his customers’ anxiety 17:20 - What is the Pay Enhancement Plan? 20:30 - How movers use the clues around the customers’ homes to connect with them 21:36 - How was Ron inspired by the Savannah Bananas when dreaming up the Pink Zebra Moving Company? 23:22 - The one question that Pink Zebra asks every prospective employee 25:39 - How does Ron attract and train the right service-minded staff for his company? 29:58 - What does the Pink Zebra magic look like after the move has been completed? 33:33 - A Pink Zebra “surprise box” fail that will make you laugh 35:03 - All about Zeke, the new brand mascot 36:03 - That time Zeke crashed a birthday party Check out Pink Zebra's website here. -- | |||
| 07 Mar 2023 | Rehumanizing the Digital Customer Experience with Ethan Beute | 00:37:44 | |
If you feel like your cold outreach is getting ignored in the digital clutter, or you’re struggling to make personal connections with your clients, this is the episode for you. This week, I had the pleasure of chatting with a dear friend of mine, Ethan Beute. Ethan is the Chief Evangelist at BombBomb, the host of my favorite podcast, The Customer Experience podcast, and the author of several amazing business books. Ethan and I had an in-depth conversation about how we can use technology to rehumanize our communication with prospects and customers. More specifically, we dove into the power of video and how we can use a platform like BombBomb to build trust, alleviate confusion, and convey emotion when reaching out to clients. Ethan shares his tips for using video at impactful moments along your customer journey and how to implement these practices at scale. 4:30 - How BombBomb uses technology to make us feel more human, not less human 5:45 - How video can help us better communicate with clients 8:04 - The video trends that Ethan foresees in the next five years 11:20 - The single biggest impediment to the adoption of video 17:16 - Ethan’s tips for balancing text and video in your emails 19:17 - The power of 1:1 video communication 20:50 - Time blocking versus triggered video communication processes 21:15 - How to use video at scale with evergreen content 23:32 - Acknowledging customers’ emotions at each step of their journey 24:05 - How Ethan challenged Brittany’s thoughts with data and human behavior 25:50 - The importance of focusing on the immeasurable components that drive the metrics 31:40 - What brand is using video really well? -- | |||
| 21 Mar 2023 | Winning Digital Customers with Howard Tiersky | 00:43:54 | |
What do ADP, JP Morgan Chase, Universal Resorts, and Visa all have in common? They’ve all worked with today’s guest, Howard Tiersky, to transform their digital customer experience. Howard is the CEO and Founder of FROM, a digital transformation agency that helps companies go from where they are, to where they need to be. He’s the author of Winning Digital Customers: The Antidote to Irrelevance, one of the Top 10 Digital Transformation Influencers by IDG Magazine, and one of the Top 100 Customer Success Strategists by Success Coaching. In this episode, Howard and I discussed the importance of observing your customers in real-time, connecting your executive team with your frontline employees, and his five-step roadmap to thrive in a digital world.
6:43 - How a vacation package company might use observational research to learn more about its customers 8:08 - How Howard used observational research with Universal Theme Parks 10:47 - How do you extrapolate the important data from your research and what’s worth pursuing? 12:45 - How you can use surveys to complement observational research to better understand your customer journey 14:03 - Something surprising that Howard discovered when doing research for a major news platform 16:10 - Why there’s sometimes a disconnect between C-suite executives and their perception of their customers 20:46 - Howard walks us through his 5 step-roadmap
25:45 - Why identifying small improvements can have a compounded effect in the short term 30:35 - How to get customers on board with change 31:55 - Change versus extra effort 32:05 - Brittany observing customers’ expectations for transformation through the eyes of her young kids 36:30 - Brittany’s son’s experience at a doctor’s office leads Howard to question: would you rather have your customers think you’re clueless or that you don’t care? 40:04 - The emotional connection that customers have to a brand is one of the most valuable assets a brand can have 41:50 - Why Apple focuses so much on its packaging and the lesson you can take learn Winningdigitalcustomers.com Follow Howard Tiersky on LinkedIn -- | |||
| 28 Mar 2023 | The Power of Gifting with Lash Fary | 00:37:44 | |
Have you ever wondered what goes inside the iconic celebrity gift bags at A-list events like the GRAMMYs or the Oscars? Lash Fary, otherwise known as the “Gift Guru” or the “Sultan of Swag,” is the president and Founder of Distinctive Assets, a niche marketing agency. He’s worked with top award shows including the GRAMMY Awards, Latin GRAMMYs, Tony Awards, American Music Awards, BET Awards, Kids’ Choice Awards and Academy of Country Music Awards to create celebrity branding opportunities. In this episode, Lash and I chat about the power of celebrity product placement, his biggest tips for gift-giving regardless of the industry you’re in, and of course, some of his favorite products that he’s become a SUPERFAN of. 3:17 - How Lash got into gifting 4:41 - Lash’s experience with the Oscars 5:58 - How many gift bags does Lash actually create each year? 6:24 - That time Samuel L. Jackson didn’t get one of Lash’s gift bags... 7:31 - Why are the gifts so highly coveted, even by celebrities who can afford anything on the planet? 9:26 - What Lash says to people who are angry that celebrities are getting free gifts 10:19 - The business behind the gifting partnerships 12:15 - The importance of wrapping and presentation when it comes to gift-giving 14:30 - Sentimentality can double the value of a gift 15:48 - Don’t forget this important component of gift-giving 17:25 - Lash's opinion on Brittany’s gifting advice, "if it has your logo on it, it’s an ad, not a gift." 19:22 - Should you spend less on each person to ensure everyone gets a gift, or spend much more money on just a select few people to make a greater impact? 19:58 - What was one of the best gifts Lash has ever received? 21:28 - Brittany’s most impactful gift she’s ever gotten 23:07 - Lash shares a low-cost gift he got that made a huge impression on him 24:50 - What is Lash a superfan of? 27:58 - Lash’s advice for people who are trying to get better at gifting 34:10 - Lash’s tips for event planners to make a seamless guest experience Follow @SwagAssets on Instagram or visit DistinctiveAssets.com -- | |||
| 04 Apr 2023 | How to Create A Standout Retail Experience with Dawn Craig | 00:38:04 | |
If you’ve ever been to downtown Franklin, Tennessee or to one of Nashville’s trendiest neighborhoods in 12 South or the Gulch, chances are you’ve either walked by or shopped in Finnleys, a women’s clothing boutique. I’ve been a superfan of Finnleys for the last several years. In fact, if you’ve read my book, Creating Superfans, you may recognize this week’s guest from my case study in chapter 17. Dawn Craig is the CEO and owner of Finnleys, a local brand that firmly checks every box of my SUPER Model. In this episode, she shares her journey of building a thriving small business that’s become a shining example of what’s possible when you create exceptional customer and employee experiences. Dawn and I chat about the origin story behind the boutique, the struggles of managing and scaling a business during and after Covid, and the intentional experience design she’s put into each of her three retail locations to make them their own. Show Notes 5:20 - How Dawn went from Grocery retail to fashion retail 7:25 - Dawn chats about the Finnleys motto: “pretty things, great people, good vibes.” 8:45 - How her motto sets the standard for Finnleys, both internally and externally 11:15 - Dawn’s struggles as she first started running Finnleys 12:30 - The Finnleys origin story and the store’s rebrand 14:35 - How Dawn got the second location of Finnleys in Nashville 18:50 - Is Finnleys going to expand to other cities or locations? 21:00 - How Finnleys weathered the pandemic 22:22 - How does Dawn’s daughter Finnley feel about being the namesake of the brand? 24:08 - Brittany’s recent customer experiences with Tesla and Lowe’s 27:02 - The Finnleys online package that helped them survive during Covid 27:14 - How Dawn transformed the omnichannel experience for her website 30:30 - The “superfans project” that Finnleys has been working on 33:20 - How is Finnleys serving their customers for the Taylor Swift concert in Nashville? -- | |||
| 18 Apr 2023 | How to Cultivate Brand Love with Dr. Aaron Ahuvia | 00:36:56 | |
Dr. Aaron Ahuvia knows a thing or two about superfans. He co-authored the publication that popularized the term “brand love” and is the world’s most widely published and cited academic expert on non-interpersonal love. He’s the author of The Things We Love: How Our Passions Connect Us and Make Us Who We Are. Aaron is a professor of marketing at the University of Michigan Dearborn. Aaron researches, teaches, and consults for governments, non-profits, and corporations across the world, including Google, L’Oreal, Samsung, Microsoft, Procter & Gamble, Ford, and many more. In this episode, Aaron and I discuss the way our brains process love and how you can apply his scientific research to create superfans for your brand. Show Notes 3:30 - How is brand love different from interpersonal love? 7:08 - What are the steps to creating brand love? 7:39 - The difference between valuing something and loving it 9:30 - The human brain decides if something is a human or an object at two different times 10:05 - In order to love anything, your unconscious mind has to treat it as if it is a person 10:34 - The three different ways you can get your customers to think of your product or service as a person 12:55 - Brittany connects Aaron’s research on brand love to mascots 16:03 - Why it’s easier for some salespeople to cultivate ‘love’ than others 17:45 - In order to get people to love a brand at an unconscious level, you’ve got to get people to sort your brand into the social world 20:35 - The importance of cultivating brand love with your employees 24:30 - Why mission-driven companies are more likely to have brand love 27:13 - The correlation between religion and brand love 29:47 - How did Aaron coin the term ‘brand love’? 31:38 - What has changed over the last 30+ years since Aaron started studying brand love? 32:50 - What is Aaron a SUPERFAN of?
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| 25 Apr 2023 | How to Develop Your Personal Brand with Rory Vaden | 00:43:02 | |
Identifying your unique purpose and developing your personal brand are two of the most important, yet challenging, components of being an entrepreneur. Without a clear North Star, you’re doing a disservice to all of your potential customers that are in need of your message. To help us distill our personal brand is Rory Vaden, a New York Times bestselling author, Half of Fame speaker, and co-founder of the Brand Builders Group. Rory helps mission-driven messengers become more well-known and make more impact. In fact, Rory and his team helped me develop my personal brand, including the SUPER Model framework that I've taught to thousands of entrepreneurs. In our conversation, Rory shares his best advice for entrepreneurs, including his Brand DNA Formula that will help you uncover and monetize your uniqueness. Show Notes: 3:05 - How Brittany and Rory worked together before becoming friends 5:04 - What is Brand Builders Group? 6:03 - What inspired Rory to become a speaker? 9:35 - How does Rory define personal branding? 13:04 - The best advice Rory has ever received 18:42 - The Brand DNA formula that Rory and BBG has developed 20:55 - How Brittany answered the first 2 questions in the Brand DNA Formula to develop her content 24:40 - Questions 3-4 of the Brand DNA formula 26:07 - “You are most powerfully positioned to serve the person you once were.” 28:10 - The problem that Brand Builders Group solves and how it connects to Rory’s origin story 33:05 - How to get a free call with Brand Guilders Group - freebrandcall.com/brittanyhodak 33:04 - The 5 ways to monetize a personal brand 37:06 - The 6th and final question in the Brand DNA formula and the DARES acronym 37:55 - The difference between growth and scale 40:00 - There is no fear once the mission to serve is clear -- | |||
| 02 May 2023 | How to Create A Customer-Centric Loyalty Program | 00:34:21 | |
In this episode of the Creating Superfans podcast, I welcome back my partner-in-crime, Alix Steinberg. Alix and I break down one of my most recent newsletter topics: loyalty programs and pricing tiers. Whether your business has a tiered loyalty program or a tiered pricing structure, you’ve got to strike that perfect balance of creating a delightful ‘base’ experience that still encourages customers to spend more money with you and move up the ranks. Inspired by my family vacation to Orlando, we discuss three tips for creating magic at every dollar amount, including free or low-tech examples of acknowledging your customers and some of the brands that do it best. Show Notes: 4:05 - Why loyalty programs and complex pricing structures are connected 5:40 - The delicate balance between creating a great standalone experience that still encourages customers to move up the ranks of your tiers 7:15 - Which experiences did Brittany decide to splurge on at the various theme parks? 9:00 - How segmenting your audience can help you define the offerings at the various tiers 11:00 - Takeaway #1: Define the objectives of your program 14:55 - There’s no one-size-fits-all solution for CX. How Brittany’s Sea World experience differed greatly from her experience at Disney 17:25 - Takeaway #2: Never make customer service a “perk” 19:45 - Alix shares examples of tech companies that provide great support at every level and how one company in particular provides special support for VIPs 21:05 - Brittany shares a story about the importance of your customers (or employees) being at the center of every decision. 24:02 - Takeaway #3: Make it personal 24:55 - How employee reward programs are similar to customer reward programs 25:50 - Alix claims that sometimes doing something is worse than doing nothing 26:30 - Brittany points out that providing too many choices can come off as impersonal 27:30 - How Sephora strikes the perfect balance of personalization 29:00 - Brittany’s experience with hotels and how they acknowledge loyalty 30:40 - How fast food restaurants create great loyalty programs 32:40 - You cannot buy superfans. It’s always the human things & the little things that truly cultivate loyal customers. Read the full blog post here. You can subscribe to Brittany’s newsletter here for biweekly messages straight to your inbox. Or, you can sign up for her newsletter on LinkedIn here. -- | |||
| 09 May 2023 | Workplace Culture & Affiliate Marketing Tips with Laura Casselman | 00:34:58 | |
This week's guest on the Creating Superfans podcast is Laura Casselman. From broadway to boardroom, Laura is a former professional dancer turned CEO of JVZoo and co-founder of Vidastreet. She’s also the author of the new book, Trust Your Increments: How Small, Consistent Steps Can Lead to Massive Success. Companies under Laura’s direction have landed on the Inc. 5000 Fastest Growing Companies in America four times. In this episode, we talk about her journey as a female CEO in a male-dominated industry, how she prioritizes the employee experience at JVZoo, and her best tips for sales and affiliate marketing. Show Notes 2:55 - Laura shares her background in entertainment and how she ended up in her corporate career 5:43 - How did Laura learn some key leadership skills at such an early age? 8:17 - How did Laura transition from the corporate world to being a CEO? 9:25 - One of the many sexist interactions that Laura experienced in her career 12:05 - What are some of the standards Laura has set at JVZoo that she would like to see across the board? 12:50 - How Laura’s team handles “bad” customers 16:44 - What is JVZoo and how do they help their customers? 17:36 - Why is affiliate marketing such a powerful tool? 18:55 - How does JVZoo ensure the integrity of the brand through their affiliate teams? 22:10 - The need to over-communicate the vision and expectations of your brand 23:11 - The massive move toward Mobile and what this means for your business 24:38 - This UX experience may be hurting your mobile success 27:25 - Younger generations may trust influencers more than they trust media or review sites 29:13 - How can people become an affiliate marketer to earn a new income stream? 30:17 - Which products on JVZoo is Laura a SUPERFAN of? 31:07 - How may AI change the digital customer experience over the next few years? 32:40 - Laura’s message to those who are concerned about using AI -- | |||
| 16 May 2023 | How To Create the Best Attendee Experience For Your Event with Angela Higgins & Traci Saliterman | 00:29:15 | |
To wrap up season 1 of the Creating Superfans podcast, I sat down with Angela Higgins and Traci Saliterman of Total Expert. Angela and Traci are two of the masterminds behind Total Expert’s annual customer conference, Accelerate. As a keynote speaker, I attend over fifty events each year, and Accelerate has truly set the standard for creating the best attendee experience. I asked Traci and Angela to share their top tips for event planners, including how to pick a good theme, how to maximize content opportunities at the conference, and ways to create incredible memories for your attendees.
3:32 - Traci’s advice for mapping out the attendee experience 4:24 - How Total Expert creates unique networking opportunities for guests 6:02 - Light-up badges that you need to use for your next event 7:17 - How TE uses photo opportunities throughout the conference to keep people engaged 11:19 - The theme for 2023 Accelerate and how a theme helps the event marketing team 12:45 - Traci & Angela’s tips for choosing a theme 14:46 - Why Total Expert announces next year’s location during the current Accelerate 15:40 - How does Total Expert maximize the energy from the attendees to bring the company value throughout the year? 16:47 - The cross-departmental communication at Total Expert that ensures every team gets the content they need at Accelerate 18:26 - Angela & Traci’s tips for stretching the event budget 23:06 - How Accelerate gathers and implements attendee feedback 24:50 - How the event team debriefs right after the conference 26:00 - Spoilers of what guests can look forward to in a few weeks! Learn more about Accelerate here. -- | |||
| 22 Aug 2023 | Emily Yahr on the exceptional Eras Tour fan experience | 00:37:58 | |
If you've been on the Internet at all this year, you have likely seen many stories about Taylor Swift's game changing Eras Tour. She is breaking records, rewriting the rules, and has had a seismic (literally seismic!) impact on just about every area of pop culture. [00:05:33] Taylor Swift's concert exceeded everyone's expectations - especially with the duration of the show! [00:09:37] Taylor Swift surprised fans with full-length performances. [00:12:24] Eras tour creates online fandom frenzy. [00:15:16] Stretching the customer experience: how Taylor masters the before, during, and after. [00:20:08] How the Eras Tour perfectly showcases Taylor Swift's evolution as an artist [00:27:57] Creative jobs at venues attract thousands of applicants. [00:30:15] What Emily appreciates most as she has witnessed Taylor's evolution [00:34:18] Taylor Swift's tour creates nonstop news from the most unlikely angles Emily's article that I mentioned in the podcast: "The bonding experience of watching a Taylor Swift concert from a parking lot." Read Emily Yahr's entertainment articles (including several more on Taylor Swift) here. -- | |||
| 29 Aug 2023 | David Wachs On How to Master Personalized Communication at Scale | 00:39:17 | |
In this week's episode of the Creating Superfans podcast, I'm joined by David Wachs, the founder and CEO of Handwrytten. Handwrytten is bringing back the lost art of letter-writing through scalable, robot-based solutions that write your notes in pen - directly from your CRM. Used by major subscription-service brands, eCommerce giants, nonprofits and individual professionals, Handwrytten is changing the way brands and people connect. Prior to Handwrytten, David founded Cellit, a mobile marketing platform and agency that pioneered the concept of mobile customer relationship management. David and I chat about the creative ways your brand can stand out in today's AI-powered landscape, the do's and don'ts of sending personalized notes, and the power of automation and repetition in creating superfan customers.
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| 05 Sep 2023 | James Shaw on the Power of Community and Identity | 00:37:46 | |
This week, I am joined by one of my dear friends, James Shaw. James is an accidental entrepreneur who turned an engaged Facebook group into a thriving mastermind during the pandemic. In this episode, James shares his journey of building a connected community, providing value to his customers, and the key choice every leader must make. After listening to our conversation, you’ll understand the power of identity and belonging in order to create an army of superfans. James D. Shaw, the founder of the Inspire Collective - a thriving agent mastermind community - is a true legend in the real estate community. He has been a member of the Keller Williams family since 2005 and has consistently demonstrated exceptional leadership and expertise. From 2012 to 2015, James led the Northwest Tampa market, transforming it into South Florida’s most profitable region. Prior to Tampa, he was the Team Leader for the Cary, North Carolina division and helped it grow from #4 to #1 in the area. James is a distinguished member of the Keller Williams University international master faculty and continues to inspire and mentor the next generation of real estate agents.
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| 12 Sep 2023 | Bridget Hilton & Joe Huff on How to Build A Life Rich in Experiences | 00:40:51 | |
In today's episode of the podcast, I have TWO special guests: Bridget Hilton and Joe Huff. Bridget and Joe are obsessed with experience - but not in the same way that I am. They're all about how to embrace the human experience. In fact, they call themselves experiential billionaires. Determined to unlock the secrets of their power to transform lives, they have spent years interviewing social science experts, conducting the largest study on life experiences ever done, and turning themselves into experiential guinea pigs. Together they have trained to be samurai, stood face to face with hungry lions on safari, built schools for kids in need, worked with A-list celebrities, helped give 50,000 people hearing, and explored the experiential riches life has to offer. In our conversation, we talk about their new book, Experiential Billionaire, the top experiences they've had, and the actionable steps you can take to build a truly fulfilling life and die with no regrets. [00:01:54] Bridget and Joe share what it's like to officially be published authors. -- | |||
| 19 Sep 2023 | Charles Ryan Minton on Improving CX from the Inside Out | 00:44:33 | |
In this week's episode of the Creating Superfans podcast, I'm joined by Charles Ryan Minton, a customer and employee experience expert, keynote speaker, and best-selling author. Ryan has worked with high profile brands such as Hilton Hotels Worldwide, Marriott International, and InterContinental Hotels Group.
Even if you're not in hospitality, the tips and insights you'll hear can be applied to any industry for fostering a positive workplace, maximizing your customers' first impressions, and improving the customer experience from the inside out. -- | |||
| 26 Sep 2023 | Andy Cockburn on Why Advocacy Should Be the Core of your Business Growth Strategy | 00:37:25 | |
On this episode of the Creating Superfans podcast, I'm joined by Andy Cockburn, the co-founder and CEO of Mention Me. Mention Me is an award-winning referral marketing platform that helps brands harness the exponential power of their fans through referrals. Since 2013, Mention Me has delivered more than 6m referrals totaling $1.8b in revenue for 500 brands, including Puma, Charlotte Tilbury, and Michael Kors. Andy shares fascinating insights on the psychology behind advocacy and why your highly satisfied customers may not be telling their friends about you. We also chat about the importance of measuring the extended lifetime value of your customers and the steps any brand can take to make advocacy the center of their business growth. Show Notes -- | |||
| 10 Oct 2023 | Henna Pryor on How to Embrace Your Uniqueness to Connect With Others | 00:35:29 | |
Did you know that awkwardness is your greatest asset for professional and personal growth? My guest today is here to tell us all about it. She's my dear friend, Henna Pryor. Henna is an author, sought-after workplace performance expert, executive coach, and award-winning, two-time TEDx speaker. Following two decades in the corporate world, a few career pivots, and a wildly successful leap to entrepreneurship, she shares her work from the stage and screen to expand on her belief that the key to most people's success is embracing their bumpy edges. Henna and I discuss the importance of owning your uniqueness and how leaning into awkwardness can actually strengthen your relationships.
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| 03 Oct 2023 | Jay Baer on How Speed Creates A Competitive Advantage in Customer Experience | 00:41:16 | |
In honor of Customer Experience Day (10/3), I'm thrilled to be joined by my good friend, and fellow CX expert, Jay Baer. Jay is a Hall of Fame speaker, New York Times best-selling author of 7 business books, founder of 5 multi-million dollar companies, and a trusted business growth advisor to 40 of the FORTUNE 500 brands. 4:30 - Jay talks about his love for Tequila and how he has become a Tequila influencer on Instagram -- | |||
| 17 Oct 2023 | Scott Harris on How to Use Data to Power Business Outcomes | 00:38:14 | |
Scott Harris is a Founder, CEO, and author. He’s the CEO of Experience.com, a company he founded in 2015 to redefine the way the world thinks about Customer Experience, Employee Experience, and the all-important interplay between the two. Scott and I had the pleasure of working at Experience.com together, and he might just be the only person that’s more passionate about experience than me. In today’s episode, we discuss the ever-changing rules for success in the digital landscape and the importance of understanding the new algorithms that shape consumer behavior. After listening to our conversation, you’ll be better prepared to win online and transform your organization into an experience-led enterprise. Show Notes 3:28 - Scott tells us about Experience.com 5:50 - Hows silos are ruining businesses today 9:40 - Covid impacted the way people buy and refer businesses 11:35 - Brittany shares her theory for why our buying processes have changed, and it’s not what you think it is! 15:03 - Scott cites the blue dot on Maps as an example of how algorithms are shaping our behaviors 17:18 - How technology drives our behavior 18:06 - How Google has turned our habits into math and how companies can use the strategy to win online 19:16 - Scott breaks down the three components that Google looks for when serving you with search options 20:28 - Too many businesses are misallocating their time because they don’t realize the rules have changed 22:11 - You are what the Internet says you are 23:01 - How a loan officer might try to optimize their online presence 26:55 - The conclusion a prospect might jump to if your online presence isn’t updated or accurate 27:07 - If you have your location and product information on your profiles, what’s the last step that you need to beat out your competitors? 30:05 - A recent AI interaction that blew Scott away 35:09 - Why an experience management platform is so crucial for your organization 37:08 - “You put data in motion to power your business. If you’re not doing that, you’re behind.” -- | |||
| 24 Oct 2023 | Lauren Teague on How to Cultivate Fan Engagement on Social Media | 00:41:21 | |
Like me, Lauren Teague is obsessed with fandom and how it can act as a business lever for customer and employee experience. Lauren was the original social media lead for the PGA Tour where she pioneered brand-to-fan engagement on Twitter and set the standard for all social media platforms today. Since then, she has spent 15+ years optimizing fan engagement in sports, B2B, B2C, healthcare, higher ed, and several more industries. She's also the founder of FANWAGN, an online marketplace for sports and college fans to buy and resell beloved apparel. I had the pleasure of joining her on her Brand to Fan Show, and now I'm excited to share my interview with her. Lauren and I chat about the evolution of fan engagement on social media, how to harness your customer's voice through your content, and the many ways AI can multiply your social assets and help you run your business more efficiently. -- | |||
| 31 Oct 2023 | Joey Coleman on How to Transform Your Employees into Advocates | 00:46:29 | |
What if I told you the way that you think about recruiting, hiring, onboarding, training, and retaining your team members could be wrong? 4:15 - The funny reaction Joey is getting when CEOs read his new book, "Never Lose An Employee Again." 5:09 - Why Covid has been the biggest influence on the employee experience throughout history 10:33 - Employees should have good stories to share about their experiences working for the company. How do you ensure that your team members are advocates of the company? 12:29 - What percentage of your new hires are coming from internal referrals? 14:03 - Joey's interesting experience as an intern that taught him a lot about workplace culture 20:01 - Many employers fail to understand the goals and aspirations of their employees, both professionally and personally. 40:02 - 63% of customers want to do business with a company that says what the organization stands for. For employees, it goes up to 69% -- | |||
| 07 Nov 2023 | Stacy Sherman on How to Build Customer-Centric Teams | 00:33:49 | |
On today's episode of the Creating Superfans podcast, I'm thrilled to be joined by a fellow woman in CX, Stacy Sherman. Stacy is an award-winning keynote speaker, author, advisor, and podcaster focused on Doing Customer Experiences Right as a brand differentiator. Stacy has held multiple leadership roles at major companies over the past 25 years, such as Liveops, Verizon, Wilton Brands, AT&T, and Schindler Elevator. She brings real-life examples and customer service experience best practices from being in the trenches as a strategist and practitioner. You'll hear us talk about the impact that a job title can have on an employee's performance, how you can teach empathy to your team, and the importance of recognizing and celebrating your customers' and your employee's birthdays. -- | |||
| 14 Nov 2023 | 10 Often-Overlooked CX Opportunities Hiding in Plain Sight | 00:28:42 | |
My favorite CX, or customer experience, measurement tool is the simplest one: Did you just make the thing better or worse for the customer? Or, was it a forgettable, nothing-burger of an interaction? It really all boils down to those three choices. In Creating Superfans, I call these outcomes Net Positive, Net Neutral, and Net Negative. The overwhelming majority of interactions we all experience in life are Net Neutral ones. Hundreds or even thousands of times each day, you have interactions: emails, texts, phone calls, in-person conversations… the list goes on. You process most of them so quickly, and so automatically, that you don’t think about them again after they end. What if you could elevate those often-overlooked interactions into experiences? What if, all around you, there are countless opportunities to give your customers a little extra? A little extra jazz to take something from neutral to positive? From forgettable to I’ve-gotta-post-a-picture-of-that. Guess what? You can! And this episode is all about ten of the countless ways you can do it. These simple interactions illustrate how you can intentionally elevate mundane moments into memorable ones. -- | |||
| 28 Nov 2023 | How to Wow Your Clients with the Best Gifts | 00:35:02 | |
This week’s episode of the Creating Superfans podcast is all about GIFTING! Strategic generosity is one of the most powerful ways to create a “wow” experience for a customer and elevate the emotional closeness of a relationship. It’s not just about the gift (literal or figurative) or its cost; it’s about the thought, effort, and time that went into it. At least it is when it’s done correctly. I share my best practices and common mistakes to keep in mind as you search for the right gift, as well as some specific product ideas. Don’t forget to download my new gifting guide here for over 75 gift ideas! I hope you find it helpful as you look for the perfect present to WOW your recipient and show them how much you care about them. Show Notes -- | |||
| 05 Dec 2023 | My Favorite Books I've Read This Year | 00:26:55 | |
I believe one of the most powerful things you can do to impact others is to recommend a book that could transform their personal or professional lives. In this week’s episode of the Creating Superfans podcast, I’m recommending my FAVORITE books that I read in 2023. Whether you’re looking to improve your customer experience or employee experience, or you’re looking for a practical guide to achieve your fullest potential, I’ve got you covered with some of the most impactful books to take with you into 2024. Show Notes: 4:25 - Experiential Billionaire by Bridget Hilton and Joe Huff (listen to their episode) 7:00 - All It Takes Is A Goal by Jon Acuff 9:20 - Never Lose An Employee Again by Joey Coleman (listen to his episode) 11:15 - Thanks For Coming In Today by Charles Ryan Minton (listen to his episode) 13:45 - Unreasonable Hospitality by Will Guidara -- | |||
| 01 Aug 2024 | 15 Low-Cost or No-Cost Ways to Improve Your CX | 00:26:54 | |
Welcome back to season three of the Creating Superfans podcast! Over the hiatus, I've been busy speaking at dozens of events, and I've had the pleasure of meeting leaders from just about every industry you can imagine. One question I get all the time when I speak is, "What can I do to fix my CX that's really easy?" Everyone's always looking for low-cost, attainable strategies they can implement today to see immediate improvements in their customer experience. So, to kick off season three, I'm sharing 15 low-cost and no-cost things that you can do to elevate your customer experience TODAY! Get your copy of the 25 Simples Swaps to Improve Customer Conversations. Looking for more actionable tips for improving your customer experience? Catch up on the latest episodes of The SUPER AMAZING Show. -- | |||
| 08 Aug 2024 | Dan Michaeli on Transforming Customer Support with AI | 00:32:22 | |
Dan Michaeli is the co-founder and CEO of Glia, a digital customer service platform that seamlessly integrates various modes of communication into one “channel-less” interface. In other words, customer interactions evolve as the conversations do in the digital-first world: moving easily between voice and screen, virtual AI assistance, and live humans - even securely sharing screens. I’ve been lucky enough to see this platform in action and I was SO impressed that I had to bring Dan on the podcast. He’s been at the forefront of AI and customer experience for over a decade, and he talks to me about the balance of efficiency and human responsibility, the use of “digital body language,” and the importance of an omnichannel experience. -- | |||
| 15 Aug 2024 | Shama Hyder on Navigating Generational Shifts and New Consumer Dynamics | 00:39:32 | |
Shama Hyder is the CEO of Zen Media, a global marketing and digital PR firm. She's an award-winning entrepreneur, having been honored by both the White House and The United Nations as one of the top 100 young entrepreneurs in the country. She's a bestselling author of two books and is widely known as the Zen Master of Marketing. Shama and I discuss the impact of generational shifts on customer loyalty and buying habits, the rise of "dark social," and the new rules of influence in marketing. Tune in as we unravel the complexities of modern consumer trends and uncover the keys to staying relevant in today’s evolving landscape. -- | |||
| 22 Aug 2024 | Five-Step Trick for Understanding Your Customer’s Story | 00:25:16 | |
Superfans are created at the intersection of YOUR story and every CUSTOMER’S story. They are forged at that magical, overlapping point where it becomes obvious that you share a common purpose or passion. Your thing matters and is relevant to their thing. I’ve done several episodes of this podcast focused on crafting and sharing your story. So, in this episode, I’m sharing a five-step trick that will help you learn more about every customer’s story and accelerate the path to creating superfans. Remember, superfandom is a two-way street. If you want your customers to love you, you’ve got to love them back. Period. And, it’s really hard to love someone you don’t even know. Tune in to learn more about my S-T-O-R-Y framework, and don’t forget to head to BrittanyHodak.com/SUPER to download and fill in the customer persona template. -- | |||
| 29 Aug 2024 | Mo Bunnell on How to Build Relationships that Transform your Career | 00:34:09 | |
Occasionally I read a book and think, "Damn! I WISH I had written this book!!" This is one of them. It’s called Give to Grow and author Mo Bunnell is the guest on this week’s episode of the Creating Superfans podcast! Mo is the founder and CEO of a global business development consulting firm, Bunnell Idea Group (BIG). Through his trademarked, science-backed system, Mo has helped tens of thousands of professionals at over 400 organizations grow their book of business efficiently and effectively. Mo and I chat about….
By the end of the episode, you’ll walk away with actionable strategies to nurture valuable relationships and drive positive change in both your personal and professional lives. Get a copy of Mo’s new book, Give to Grow, and check out the accompanying free resources here. Listen to Brittany’s episode on Mo’s podcast, Real Relationships Real Revenue (season 5 episode 10). Follow Mo Bunnell on LinkedIn. -- | |||
| 05 Sep 2024 | Blake Morgan's Blueprint for Customer-Focused Leadership | 00:26:27 | |
In this episode of the Creating Superfans podcast, I’m joined by the woman that Meta has called “the queen of CX”, and I am lucky enough to get to call a friend, Blake Morgan. Blake is a CX futurist and author of three amazing books on customer experience, including her newest, The 8 Laws of Customer-Focused Leadership. Blake and I are very aligned on the way we think about customer experience, so if you enjoy listening to me, I promise you’ll enjoy this conversation! You’ll hear us chat about:
Get a copy of Blake’s new book here Listen to the Modern Customer Podcast -- | |||
| 12 Sep 2024 | Revisiting My Shark Tank Experience 10 Years Later | 00:37:35 | |
It’s been TEN years since I filmed my episode of Shark Tank! In this episode of the Creating Superfans podcast, I’m taking you on a trip down memory lane, sharing what it was like to audition for, prepare for, and film the show. I also talk about what *really* happened after our pitch, and how the airing of this episode eventually changed my career path! And because this is a customer experience podcast, I’m commemorating the anniversary with ten lessons I learned from this journey that any entrepreneur or leader can apply to their business. If you want to watch the full episode, head to Hulu > Season 6 > Episode 26. -- | |||
| 19 Sep 2024 | David Avrin | Be Ridiculously Easy to Do Business with | 00:35:19 | |
What’s the number one thing customers want from a business? More often than not, it’s convenience. If you want to make money, make things easy. In this episode of the Creating Superfans podcast, I’m joined by David Avrin, author of Ridiculously Easy to Do Business With, to explore how simplifying the customer experience can be your biggest competitive advantage. We cover the many ways companies unknowingly create hurdles for their customers—like the inability to reach a real person, sneaky not-so-free trials, complicated contracts, and lack of price transparency, to name a few. Drawing from our own experiences as consumers, we break down how businesses can eliminate these pain points before, during, and after a transaction. Tune in to hear practical tips for making your business ridiculously easy to do business with. Get your copy of David’s book: Ridiculously Easy to Do Business With -- | |||
| 26 Sep 2024 | Erin King | How to Optimize Your Personal Energy for Success | 00:36:55 | |
I often say that, if people leave most of their interactions with you feeling better than they felt before the interaction started, you’ll build a reputation as someone people want to be around, or somebody they want to do business with. Your customers, your colleagues, your vendors, and even your acquaintances will want to spend more time with you because they quite literally feel better doing so. Today's guest, Erin King, is here to tell you how to do just that. Creator of the first scientific assessment for personal human energy, Erin is one of the world’s leading personal energy management experts. She's worked with Google, Disney, the Academy Awards, Visa, and even the United States Navy to unlock what she calls their big energy. In our conversation, she shares her tips for identifying and harnessing your energy type so you can be the very best version of yourself. -- | |||
| 03 Oct 2024 | Interview Questions and Tips for Hiring Customer-Centric Employees | 00:19:02 | |
Identifying the right members to join your team is a critical part of building a SUPER brand. Whether it’s because of a desire to fill open positions quickly or just a lack of due diligence in the hiring process, too many brands take an attitude of “anyone can do this!” and hire the first person to apply. Some people aren’t wired for customer service. It might be a lack of customer-centricity, a quick temper, or a predisposition to get flustered at the first hint of conflict. Every job is important. Every employee is a living representation of your brand. In this episode of the Creating Superfans podcast, I’m sharing my favorite interview questions that will help you identify SUPER candidates, as well as my biggest mistakes to avoid during the hiring process. After all, if you’re trying to find customer-centric team members, you’ve got to have a candidate-centric recruitment process. To download the guide, DM me “interview” on Instagram, or visit this page on my website. -- | |||
| 10 Oct 2024 | Gary Arndt | The Secret Sauce Behind One of the World’s Most Successful Podcasts | 00:42:45 | |
This episode is a treat for me because I get to talk to someone that I'm truly a SUPERFAN of! I’m chatting with Gary Arndt, the host and solo mastermind behind the wildly successful Everything, Everywhere, Daily podcast. Gary and I discuss his fascinating journey from an award-winning travel photographer to podcast host, the power of consistency and organic growth, and the art of creative storytelling. You’ll be surprised to hear why Gary defies all the traditional podcasting conventions and how his unique content approach has propelled the show to global acclaim. Whether you're a podcaster, entrepreneur, or content creator, you'll find insightful tips on sharing your passion authentically and building a loyal fanbase in today's competitive media landscape. Listen to Everything, Everywhere, Daily here. Read more about Gary’s fascinating background here. -- | |||
| 17 Oct 2024 | Rhea Lana Riner | Scaling A Customer-Centric Franchise | 00:30:17 | |
I’m excited to share a conversation with a truly inspiring entrepreneur. Joining us this week is Rhea Lana Riner, the founder and CEO of Rhea Lana's Children's Consignment—an award-winning franchise with over 125 locations in 26 states. Rhea Lana’s journey began with a simple consignment event in her living room, aimed at helping local families. We’ll explore how she took those humble beginnings and grew them into a thriving business, including the many challenges along the way. You'll hear us discuss how Rhea Lana equips her franchisees to recreate the magic in each new location, including the technology that allows owners to focus on the most impactful human interactions. If you’re interested in what it takes to build a customer-centric business that scales, you’re in for a great episode. Learn more about Rhea Lana’s here. -- | |||
| 24 Oct 2024 | How to Earn More Referrals In Your Business | 00:20:02 | |
If you've listened to this podcast before, you know that I constantly say "If your customers aren't telling their friends about you, you're in trouble." So in today's episode, let's actually talk about HOW to get your customers to refer you to their friends. It's not enough to create an exceptional experience worth sharing - that's the barrier to entry. In this episode, I'm going to outline the four main buckets that your customers fall into: paid, reputation, repeat, and referral. I'm also going to share with you a special offer on a course ALL about referrals from my late friend, John Ruhlin. -- | |||
| 31 Oct 2024 | Steve Pratt | How to Earn Your Customers' Attention | 00:35:32 | |
In this episode of the Creating Superfans podcast, I sit down with Steve Pratt, author of Earn It: Unconventional Strategies for Brave Marketers. He is also the co-founder of the world's first branded podcast agency, Pacific Content, which was named one of Entrepreneur's 100 Brilliant Companies. Steve and I discuss how brands can overpower apathy and capture attention by embracing their uniqueness and serving niche markets. We chat about the ridiculousness of traditional media norms and explore unexpected approaches to turning customers into superfans by fostering authentic and meaningful relationships. If you’re looking for a spark for your next big marketing campaign or you’re having trouble keeping your customers’ attention, you will NOT want to miss this episode.
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| 07 Nov 2024 | Dr. Joseph Michelli | Mastering Micro and Macro Customer Experience Strategies | 00:33:31 | |
I’m delighted to welcome Dr. Joseph Michelli to the Creating Superfans podcast! He’s an organizational consultant, the author of nine bestselling business books, and an internationally renowned customer experience speaker and expert. You’ll hear us chat about the customer experience master's degree program he designed for Campbellsville University, the micro and macro changes that significantly improve customer experience within organizations, and Joseph's experiences working alongside brands like Starbucks, Mercedes-Benz, and the Ritz Carlton. Tune in for insights on empowering teams, creating brand loyalty, and leveraging CX as a powerful business differentiator. -- | |||
| 14 Nov 2024 | High Tech and High Touch Personalization | 00:19:43 | |
In this episode of the Creating Superfans podcast, I dive into the third pillar of my SUPER Model framework: Personalization. I explore the powerful impact personalization has on the customer experience, emphasizing the need for a balance between high-tech and high-touch approaches. I share some heartwarming examples and innovative strategies from industry professionals that highlight how personalization can transform customer relationships. Whether through automated recommendations or thoughtful personal gestures, creating tailored experiences is crucial for turning customers into superfans. Plus, I discuss the importance of respecting privacy and offer insights on how you can gather valuable feedback to enhance personalization in your own business. -- | |||
| 25 Nov 2024 | Creating Superfans During the Black Friday Chaos | 00:29:19 | |
The holiday season is the perfect time to turn one-time shoppers into lifelong superfans, but it takes intentionality. In this episode, I’m sharing the three biggest mistakes businesses make during Black Friday and beyond—like focusing only on acquisition, bombarding customers with overwhelming marketing, and ignoring loyal superfans. I’ll give you actionable tips to avoid these pitfalls, from creating a strong retention plan to preparing your team for the holiday rush with empathy and efficiency. Lastly, I’m sharing an exclusive Black Friday offer for my Six Weeks to Superfans Masterclass. Whether you’re selling or shopping this season, there’s something in this episode for you! Use code SUPERSALE to save $150 on the Six Weeks to Superfans Masterclass. Enroll here *Please note: you will be asked to create an account on Academy of Mine before you’re able to enter the coupon code. For teams of 10 or more, email me at brittany@brittanyhodak.com -- | |||
| 05 Dec 2024 | Bob Kaufman | Lessons in Global Franchising and Brand Adaptation | 00:36:36 | |
In this episode of the Creating Superfans podcast, I sit down with Bob Kaufman, president of international at Xponential Fitness, to dive into the art of global franchising. Bob shares fascinating stories from his career, including the expansion of brands like Club Pilates, Coffe Bean & Tea Leaf, and Tower Records into international markets. We discuss how to balance brand consistency with local cultural nuances and uncover the key traits of successful franchisees. Even if franchising isn’t on your radar, this episode is packed with valuable lessons for any business owner looking to grow, adapt, and create superfans. Tune in for a fun and inspiring conversation! -- | |||
| 12 Dec 2024 | Robert Glazer | Rethinking Two Weeks’ Notice | 00:33:27 | |
I always say that how you exit an employee from your organization is just as important as how you onboard them. In this episode of the Creating Superfans podcast, I sit down with Robert Glazer, award-winning entrepreneur and author of Rethinking Two Weeks’ Notice, to explore a better way to handle employee transitions. Robert shares the concept of an open transition program (OTP), a collaborative approach that fosters honesty and ensures smoother exits. You’ll also hear us talk about:
Whether you manage a team of two or two thousand, this episode is packed with actionable advice that can elevate your leadership and transform how you think about employee relationships. Buy Rethinking Two Weeks' Notice on Amazon -- | |||
| 20 Dec 2024 | Ask Brittany Anything | Answering Your Top Questions | 00:38:40 | |
I’ve been collecting your questions all season long for this special Q&A season three finale! In this episode, my second-in-command, Alix Steinberg, joins me to ask all your burning questions. Here’s a sneak peek at some of the topics we covered:
Check out these resources mentioned during the episode: Customer Interactions You Can Easily Elevate to Create Superfans 5 Customer Experience Lessons from the Eras Tour Interested in participating in a future origin story makeover episode? Email hello@brittanyhodak.com -- | |||