Creating Superfans

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:Do you think other celebrities and musicians have started to copy Taylor Swift's strategies?What was your favorite CX story that came out of 2024? Do you have a pre-keynote routine you follow before you go on stage?My business is in its early stages, and I'm still trying to figure out who my ideal customer is. How can I narrow my focus without losing potential opportunities? What is the craziest thing that has happened to you as a keynote speaker?If someone only has 10 minutes a day to work on improving customer experience, where should they focus their energy?As a real estate agent, it's really frustrating when friends or family choose to work with someone else to buy or sell their homes. I understand some people might feel uneasy mixing business and personal relationships, but do you have any strategies for making them more comfortable working with me? How can I position myself as their best option without putting pressure on them? Check out these resources mentioned during the episode:Customer Interactions You Can Easily Elevate to Create Superfans5 Customer Experience Lessons from the Eras TourInterested in participating in a future origin story makeover episode? Email hello@brittanyhodak.com--Subscribe to Brittany's biweekly newsletterFollow Brittany on LinkedIn and InstagramGrab a copy of Creating Superfans on Amazon

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:How to give performance feedback that focuses on behavior, not characterWhy you should stop doing performance improvement plans (PIPs)How negative departures can damage your company reputation and talent acquisitionPractical steps for building trust and managing transitions effectivelyThe long-term value of turning former employees into superfan alumniWhether 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 AmazonSubscribe to Friday ForwardFollow Robert Glazer on LinkedIn--Subscribe to Brittany's biweekly newsletterFollow Brittany on LinkedIn and InstagramGrab a copy of Creating Superfans on Amazon

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!Connect with Bob on LinkedIn--Subscribe to Brittany's biweekly newsletterFollow Brittany on LinkedIn and InstagramGrab a copy of Creating Superfans on Amazon

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 --Subscribe to Brittany's biweekly newsletterFollow Brittany on LinkedIn and InstagramGrab a copy of Creating Superfans on Amazon

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.Listen to my podcast episode with David Wachs, CEO of Handwrytten--Subscribe to Brittany's biweekly newsletterFollow Brittany on LinkedIn and InstagramGrab a copy of Creating Superfans on Amazon

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.Visit Joseph's website--Subscribe to Brittany's biweekly newsletterFollow Brittany on LinkedIn and InstagramGrab a copy of Creating Superfans on Amazon

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. Grab a copy of Steve's new book on Amazon--Subscribe to Brittany's biweekly newsletterFollow Brittany on LinkedIn and InstagramGrab a copy of Creating Superfans on Amazon

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.Sign up for the Referral Partner Transformation course here--Subscribe to Brittany's biweekly newsletterFollow Brittany on LinkedIn and InstagramGrab a copy of Creating Superfans on Amazon

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.--Subscribe to Brittany's biweekly newsletterFollow Brittany on LinkedIn and InstagramGrab a copy of Creating Superfans on Amazon

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.--Subscribe to Brittany's biweekly newsletterFollow Brittany on LinkedIn and InstagramGrab a copy of Creating Superfans on Amazon

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.--Subscribe to Brittany's biweekly newsletterFollow Brittany on LinkedIn and InstagramGrab a copy of Creating Superfans on Amazon

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. Take the Energy ExamFollow Erin on Instagram--Subscribe to Brittany's biweekly newsletterFollow Brittany on LinkedIn and InstagramGrab a copy of Creating Superfans on Amazon

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 WithLearn more about David Avrin, including his speaking and consulting services, here.--Subscribe to Brittany's biweekly newsletterFollow Brittany on LinkedIn and InstagramGrab a copy of Creating Superfans on Amazon

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.Learn more about what I've been up to since Shark Tank here.

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:Why customer experience is a decision that you have to make dailyThe habits of the most engaged and successful leadersCase studies from customer-centric brands like In-N-Out, Trader Joe's, and ADTGet a copy of Blake's new book hereListen to the Modern Customer Podcast 

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….His hacks for demonstrating curiosity and helpfulness to cultivate stronger relationshipsThe power of reciprocity The delicate balance between “winning the work” and “doing the work” How to overcome the toxic lies that are inhibiting our business development goalsBy 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.

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.

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.Visit Shama's website to learn more

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. Learn more about GliaFollow Dan on LinkedIn

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!Show Notes: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.

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:2:56 - Two Weeks Notice by Amy Porterfield (listen to her episode)4:25 - Experiential Billionaire by Bridget Hilton and Joe Huff (listen to their episode)7:00 - All It Takes Is A Goal by Jon Acuff9:20 - 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 Guidara15:55 - The Time To Win by Jay Baer (listen to his episode)17:20 - Good Awkward by Henna Pryor (listen to her episode)19:53 -

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 Notes3:26 - If it has your logo on it, it's an AD, not a gift5:10 - One of Brittany's favorite gifts she received as a seven-year-old6:10 - Another one of Brittany's favorite gifts she got as a teenager7:35 - A gift Brittany got a few weeks ago from a client that absolutely WOWed her11:33 - Some great ways to honor your employees, courtesy of John Ruhlin12:12 - Gifting does NOT have to be expensive. Sentimentality and thought can double the value of a gift.13:20 - Don't ignore 90% of the calendar14:35 - Avoid these common gifting mistakes16:10 - Unique gifts17:38 - One of Brittany's favorite gifts, a guest book18:28 - Closing gift idea for realtors19:13 - More personalized gift ideas22:05 - A cool way to make an impact with a special card22:46 - A gift card, but elevated24:45 - Love  on the ones they love25:57 - Highlight the recipient's hobbies27:57 - Make sure the gift you're giving aligns with the relationship you have with them28:27 - The most bizarre gift that Brittany received from a client that made her scratch her head29:46 - All of the gifting websites that offer subscriptions to save you money31:49 - Brittany's snarky gift that she made on Zazzle to get back at a coworker32:57 - Check out Brittany's interview with David Wachs, CEO of HandwryttenDownload the Gifting Guide here.

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. Show Notes:5:37 - #1: Your wifi network name and password8:00 - #2: Your voicemail message9:57 - #3: 404 page12:19 - #4: Email unsubscribe message14:52 - #5: The hours and service details on your site or storefront17:04 - #6: Sandwich board in front of your store18:27 - #7: Notes or terms on your invoices20:05 - #8: “Hello” and “Goodbye” moments22:45 - #9: Overlooked physical space24:49 - #10: OOO or vacation auto-responder message

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.Show Notes3:03 - What does "doing CX right" look like to Stacy?4:42 - Brittany shares the CX lesson she learned while riding the elevator at LEGOLAND7:42 - Stacy shares about her experiences leading the CX department at Schindler Elevator Corporation8:09 - How Stacy improved the experience for elevator mechanics, both internally and externally11:05 - How physical and psychological safety contribute to overall CX12:38 -Elevator safety tips from Stacy Sherman15:26 - Why meaningful job titles can improve EX and CX, and Stacy's tips for implementing a new job title17:23 - A common mistake that Stacy has observed when it comes to EX and CX18:21 - What would Stacy say to someone who's just starting a Voice of Customer program?20:51 - The key traits Stacy would look for when hiring front-line employees23:37 - How has Stacy taught empathy to her teams in her prior roles?27:09 - Some ways that brands have acknowledged Stacy's birthday in the past29:13 - Brittany cautions companies to remember the power of personalization when it comes to celebrating your employees' birthdays30:16 - Stacy shares a story about a brand that completely blew her away with a surprise & delight momentVisit Stacy's Website

What if I told you the way that you think about recruiting, hiring, onboarding, training, and retaining your team members could be wrong?My guest on this week's episode of the Creating Superfans podcast is my good friend, Joey Coleman. Joey is a two-time Wall Street Journal bestseller and the author of one of my favorite books, Never Lose An Employee Again.   He's an award-winning speaker who's worked with organizations ranging from small start-ups to global brands, such as Whirpool, Volkswagen Australia, and Zappos.  In today's episode, we talk about how your employees are a much bigger piece of the puzzle than you may have realized and the things that you need to do to get them to advocate on your behalf.Show Notes: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 history6:21 - Why the workforce will eventually decline8:30 - Joey believes that employees are not driven by paychecks10:33 - 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 culture20:01 - Many employers fail to understand the goals and aspirations of their employees, both professionally and personally.22:21 - How corporations have set the wrong precedent for work/life balance26:25 - The difference in workplace culture pre-IPO and post-IPO27:52 - How Japan does business differently and how it relates to employee loyalty32:52 - How immigration relates to employee experience, the future of our workforce, 37:33 - Brittany shares one of her most recent newsletters about how to talk to your employees about challenging world events, especially in light of the Israel-Hamas War.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%44:28 - Find "Never Lose An Employee Again" on Amazon or anywhere else you buy your booksVisit Joey's Website

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. Show Notes:3:48 - Lauren shares her origin story5:21 - How Lauren got started doing social media for the PGA Tour6:07 - How Lauren developed her brand-to-fan philosophy 8:14 - Brands have many audiences that they reach simultaneously11:00 - What Lauren learned when she did affinity mapping for a school district14:57 - Why it's so important to remember that everyone on your team is in the experience department18:32 - Lauren shares further details about her first few weeks on the job with the PGA Tour20:12 - What Twitter was like back in 2008 when Lauren first started (without a smart phone!)21:55 - Other ways that Lauren enhanced the fan experience for PGA Tours on social media23:30 - What projects is Lauren most proud of from the PGA?25:00 - The social media command center that Lauren advocated for to bring fresh content for fans27:49 - What is Lauren's content multiplication system?30:45 - Lauren's course all about repurposing content at scale31:53 - How AI lets Lauren interact more with her customers33:05 - What is FANWAGN and what inspired Lauren to create it?37:03 - How FANWAGN creates a community through storytelling38:40 - What is Lauren a SUPERFAN of?LaurenTeague.comFANWAGN

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 Notes3:28 - Scott tells us about Experience.com5:50 - Hows silos are ruining businesses today9:40 - Covid impacted the way people buy and refer businesses11:35 - 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 behaviors17:18 - How technology drives our behavior 18:06 - How Google has turned our habits into math and how companies can use the strategy to win online19:16 - Scott breaks down the three components that Google looks for when serving you with search options20:28 - Too many businesses are misallocating their time because they don't realize the rules have changed22:11 - You are what the Internet says you are23:01 - How a loan officer might try to optimize their online presence26:55 - The conclusion a prospect might jump to if your online presence isn't updated or accurate27:07 - 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 away35:09 - Why an experience management platform is so crucial for your organization37:08 - “You put data in motion to power your business. If you're not doing that, you're behind.”

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.Show Notes6:37 - Henna's origin story that led to her book, "Good Awkward."7:51 - Henna's awkward story from 5th grade that still lives with her today8:50 - Leaning into the awkward and embracing it changes everything9:17 - How does Henna define 'awkward' 11:36 - The important difference between awkwardness and ineptitude 12:29 - The pratfall effect12:57 - How the pratfall effect is similar to the service recovery paradox14:13 - The key skill is to learn how to 'repair'16:08 - People are almost untrained to deal with awkward situations now because we hide behind technology18:18 - How technology has hindered certain interactions20:08 - How Henna slowly embraced her uniqueness at her corporate job and boosted her performance21:48 - The avoidance of awkwardness increases awkwardness23:13 - Awkward versus vulnerable 27:58 - The one thing that Henna fought for when writing her book29:40 - Henna shares some of her awkward experiences that ended up getting cut from the book31:21 - The biggest takeaway Henna has from her research32:15 - Henna's embarrassing moment from a recent TV interview promoting her new bookGet your copy of Good Awkward

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. In today's episode, Jay and I chat about his new book, "The Time to Win," and why speed and responsiveness are crucial for succeeding in today's experience economy. Jay explains why EVERY business needs a 'fast pass,' how to close the uncertainty gap with your customers, and the complex correlation between speed and trust.Show Notes:4:30 - Jay talks about his love for Tequila and how he has become a Tequila influencer on Instagram6:05 - The intentional design of Jay's new book, "The Time to Win"8:51- When you lose out on speed, it's often invisible9:52 - Why customers perceive responsiveness as a sign of respect10:55 - How businesses end up ruining their profit margins when they're too slow12:54 - How speed contributes to the emotional connection your customers have with your brand16:07 - Jay explains the Goldilocks Zone of speed17:25 - Why being too fast can decay trust21:35 - Why every business should offer a 'fast pass' option25:54 - Expectations about time are more important than speed itself28:04 - Jay shares his experience of ordering leather sneakers online and how the company exceeded his expectations30:16 - The big mistake a sofa company made that completely eroded Jay's trust35:13 - Do NOT overpromise on speed36:07 - Brittany shares her experience at BNA airport and the problem with inaccurate signage39:02 - A brand that Jay is a superfan ofJay Baer's websiteTheTime to Win

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[00:03:41] How does Andy define an advocate and why are they important for every business[00:05:18] The three challenges to customer advocacy [00:07:04] The difference between intention and action when it comes to referrals[00:08:34] How social capital and social risk influence a customer's willingness to refer[00:012:32] What might hold a customer back from promoting a brand on social media?[00:13:08] How younger and older generations differ when it comes to the psychology of advocacy [00:14:38] The origin story of Mention Me[00:16:32] The crucial difference between a  customer's lifetime value and extended lifetime value[00:18:46] Andy shares an example of an online florist who was blown away at the referral data they discovered through Mention Me[00:20:08] How can a business owner get started on tracking extended lifetime value and building a referral network?[00:21:25] What is earned growth rate and why should your business be tracking it?[00:23:42] What is a "good" earned growth rate?[00:25:44] Brittany shares an anecdote about a charity she worked with and the most effective method for asking for donations[00:26:55] How to tell your story to boost your referrals[00:28:39] The best time to ask for a review or referral[00:29:02] How to stay connected to your customers even if your industry has very unpredictable purchasing cycles[00:30:10] The genius way that Mention Me enables customers to refer each other[00:35:06] What is a brand that Andy is a superfan of and why?Visit Mention Me's websiteBrittany's blog post on Earned Growth RateThe Ruckraft that Andy is a superfan of

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.As a Hotel Executive, Ryan created environments where employees felt valued and empowered, leading to record-breaking revenues, profits, and some of the highest recognition in hospitality.In our conversation, you'll learn about:how employee enablement affects morale and retentionwhy employees should act like they're "on stage" while workingthe heartfelt story behind the title of Ryan's book, "Thanks for Coming in Today"what led both Brittany & Ryan to walk out of businesses recently 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. Show Notes[00:01:45] Brittany shares how she first met Ryan and discovered his book, "Thanks for Coming in Today."[00:04:05] What led Brittany to walk out of her Acupuncture appointment [00:05:16] Why customers shouldn't see your behind-the-scenes operations and how Ryan obsesses over these first impressions[00:08:05] How Ryan transformed underperforming hotels through employee enablement[00:10:10] The most important aspect of any leader's job[00:11:56] Ryan's small gestures that significantly improved the employee experience[00:14:27] Why employee enablement is so crucial for morale and retention[00:16:31] The first thing Ryan looks to improve at any company[00:18:31] A pet peeve of Ryan that many organizations make and why it's a poor reflection on your employee experience[00:21:42] Everything speaks - even the welcome mats, signage, and the status of your bathrooms.[00:24:30] Brittany's great experience at her dog ophthalmology appointment[00:28:46] The story behind the title of Ryan's book, "Thanks for Coming in Today."[0035:21] Ryan and Brittany have a major disagreement about Costco and both share their respective experiencesBuy "Thanks for Coming in Today"Visit Ryan's Website

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. Show Notes:[00:01:54] Bridget and Joe share what it's like to officially be published authors.[00:03:26] Bridget and Brittany share how they know each other and their "three careers"[00:05:01] Joe recounts a vulnerable experience he had with this dad that led him onto the path of becoming an experiential billionaire[00:07:41] Bridget shares her background growing up in Flint, MI and working the 'worst' jobs in the music industry.[00:8:39] How Bridget got the idea to start an electronics company (LSTN Sound Co.) that would provide hearing to tens of thousands of people[00:11:33] Where did the name 'experiential billionaire' originate?[00:12:46] The entrepreneur irony of being broke while running a 'multi-million dollar' business[00:13:31] How Bridget and Joe's social impact led to a ripple effect of experiences[00:19:31] The difference between the younger generation and the older generation when it comes to the experiential billionaire mindset.[00:20:48] What percentage of people regret not doing the things they wanted to do in their lifetime[00:22:34] The connection between strong relationships and meaningful experiences[00:28:01] Has Bridget ever met the woman in the YouTube video that inspired LSTN Sound Co.?[00:30:06] Joe gives us the top five experiences he's ever had, including amazing trips across the country and some of the most vulnerable moments with his family.[00:31:47] Joe caveats that the journey of achieving something has to be as enjoyable as the result itself[00:33:18] Bridget shares her top five experiences she's ever had, including giving the gift of hearing to young children, seeing all 50 states, and going through a mental health crisis.You can get "Experiential Billionaire: Build a Life Rich in Experiences and Die With No Regrets" here.More on Experiential Billionaire, including the Treasure Maps Card Deck, merchandise, and FREE instructional guides here.Bridget Hilton's WebsiteJoe Huff's Website

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.Show Notes:[00:02:17] How James turned a Facebook group into a business [00:03:07] How James responded to the pandemic and helped out fellow real estate agents[00:07:01] When James realized the impact his Facebook group had, and what happened when he tried to shut it down.[00:09:20] How Brittany heard of James through dozens of his superfans[00:11:10] How James provides significant value for free to his audience[00:12:00] Creating a paid mastermind community for progress and support.[00:13:00] What community does for your business[00:16:57] When you build your business, you can put your focus on one of two things: people or money.[00:18:27] How to serve people who don't need you[00:20:37] Caring for people leads to business success.[00:24:53] How to delegate as an entrepreneur and why it's important to invest in a trustworthy team[00:27:50 A creative way that James stayed in touch with his community while going on vacation and the 1-3-7 model he teaches to other entrepreneurs [00:31:11] Be obsessed with adding value and understanding your customer's story. Then, find people that have answers to the problems and interview them.[00:35:04] Position yourself as someone who can help. If your customer aren't coming to you for help, ask yourself why they don't look at you as someone to guide them.The Inspire CollectivePivot Shift Ahead Facebook Group

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.Show Notes7:05 - The automated birthday campaign feature7:38 - Why it's much harder to stand out through email these days10:27 - the intent behind the technology and why it's important 13:10 - A mistake a real estate agent has made with handwritten notes14:00 - Why you need to send a  “full stop thank you”16:02 - More ideas for when to send personalized notes to your customers17:18 - The prospecting feature within Handwrytten that helps you generate leads through personalized notes18:37 - A genius way a solar panel company utilizes Handwrytten 19:20 - How to use personal or contextual information in handwritten notes in an appropriate way20:46 - Brittany shares ideas for more ways to follow-up with customers with handwritten notes23:10 - How Handwrytten can help entrepreneurs who sell products off Amazon or other third-party sites that want to implement a level of personalization26:18 - How Chewy excels at handwritten notes and surprise and delight27:40 - David share an odd customer story29:15 - What's the most personal form of communication?30:13 - If you're asking what the ROI is on handwritten communication,  you're asking the wrong  question. 33:20 - Another way some people ruin their thank you notes33:50 - Visit handwrytten.com and click the business tab to request a free sample kit Get your free sample of Handwrytten

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.In today's episode of the podcast, I am thrilled to welcome my friend Emily Yahr to talk about the Eras tour and what it means not just for concert experience, but for pop culture experience moving forward. Emily Yahr is an entertainment reporter for The Washington Post, where she covers TV, music, movies and celebrity culture. She joined the Washington Post in 2008 after previously writing for the Boston Globe, USA Today and the Lexington Kentucky Herald Leader. She was a guest covering the Eras tour at multiple stops and will share her thoughts not just on the tour, but on what's ahead for Taylor. Regardless of the industry you're in, you'll hear some actionable takeaways from the Eras Tour that you can incorporate into your business to create your own fervent army of superfans. Show Notes:[00:02:54] Trevor Noah impressed by Taylor Swift's popularity.[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 anglesEmily'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.

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.Show Notes:2:57 - What is Accelerate all about?3:32 - Traci's advice for mapping out the attendee experience4:24 - How Total Expert creates unique networking opportunities for guests6:02 - Light-up badges that you need to use for your next event7:17 - How TE uses photo opportunities throughout the conference to keep people engaged11:19 - The theme for 2023 Accelerate and how a theme helps the event marketing team12:45 - Traci & Angela's tips for choosing a theme14:46 - Why Total Expert announces next year's location during the current Accelerate15:40 - 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 Accelerate18:26 - Angela & Traci's tips for stretching the event budget23:06 - How Accelerate gathers and implements attendee feedback24:50 - How the event team debriefs right after the conference26:00 - Spoilers of what guests can look forward to in a few weeks!Learn more about Accelerate here.

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 Notes2:15 - How has it been since Laura's new book came out on March 7th2:55 - Laura shares her background in entertainment and how she ended up in her corporate career5:43 - 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 career12:05 - 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” customers16:44 - 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 brand23:11 - The massive move toward Mobile and what this means for your business24:38 - This UX experience may be hurting your mobile success27:25 - Younger generations may trust influencers more than they trust media or review sites29:13 - 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

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:2:55 - How Brittany's recent family vacation to Orlando sparked the topic for this podcast episode4:05 - Why loyalty programs and complex pricing structures are connected5:40 - The delicate balance between creating a great standalone experience that still encourages customers to move up the ranks of your tiers7:15 - 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 tiers11:00 - Takeaway #1: Define the objectives of your program14:55 - There's no one-size-fits-all solution for CX. How Brittany's Sea World experience differed greatly from her experience at Disney17:25 - 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 VIPs21:05 - 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 personal24:55 - How employee reward programs are similar to customer reward programs25:50 - Alix claims that sometimes doing something is worse than doing nothing26:30 - 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 programs32:40 - 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.

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 friends5:04 - 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 developed20:55 - How Brittany answered the first 2 questions in the Brand DNA Formula  to develop her content24:40 - Questions 3-4 of the Brand DNA formula26:07 - “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 story33:05 - How to get a free call with Brand Guilders Group - freebrandcall.com/brittanyhodak33:04 - The 5 ways to monetize a personal brand 37:06 - The 6th and final question in the Brand DNA formula and the DARES acronym37:55 - The difference between growth and scale40:00 - There is no fear once the mission to serve is clearwww.freebrandcall.com/BrittanyHodak

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 Notes2:40 - How does Aaron define ‘brand love'?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 it9:30 - The human brain decides if something is a human or an object at two different times10:05 - In order to love anything, your unconscious mind has to treat it as if it is a person10:34 - The three different ways you can get your customers to think of your product or service as a person12:55 - Brittany connects Aaron's research on brand love to mascots16:03 - Why it's easier for some salespeople to cultivate ‘love' than others17:45 - 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 world20:35 - The importance of cultivating brand love with your employees24:30 - Why mission-driven companies are more likely to have brand love27:13 - The correlation between religion and brand love29:47 - 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?Get his book: The Things We Love

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 Notes4:04 - Dawn describes her background and the industry she was working in prior to opening Finnleys5:20 - How Dawn went from Grocery retail to fashion retail7:25 - 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 externally11:15 - Dawn's struggles as she first started running Finnleys12:30 - The Finnleys origin story and the store's rebrand14:35 - How Dawn got the second location of Finnleys in Nashville17:35 - How Dawn has tailored the store experience from location to location to match what the customer is looking for18:50 - Is Finnleys going to expand to other cities or locations?21:00 - How Finnleys weathered the pandemic22:22 - 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's27:02 - The Finnleys online package that helped them survive during Covid27:14 - How Dawn transformed the omnichannel experience for her website30:30 - The “superfans project” that Finnleys has been working on33:20 - How is Finnleys serving their customers for the Taylor Swift concert in Nashville? Shop Finnleys online store.

Have you ever wondered what goes inside the iconic celebrity gift bags at A-list events like the GRAMMYs or the Oscars? Today's guest of the Creating Superfans podcast is the pioneer of celebrity product placement and award show swag. He's transformed it into a bona fide media obsession. 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. Show Notes:2:50 - What is Distinctive Assets all about?3:17 - How Lash got into gifting4:41 - Lash's experience with the Oscars5:58 - 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 gifts10:19 - The business behind the gifting partnerships12:15 - The importance of wrapping and presentation when it comes to gift-giving 14:30 - Sentimentality can double the value of a gift15:48 - Don't forget this important component of gift-giving17:25 - 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 gotten23:07 - 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 gifting34:10 - Lash's tips for event planners to make a seamless guest experience Follow @SwagAssets on Instagram or visit DistinctiveAssets.com 

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. Show Notes2:20 - Howard tells Brittany what he does at FROM4:34 - Howard explains what “observational research” is and how companies can implement this practice to learn more about their customers 6:43 - How a vacation package company might use observational research to learn more about its customers8:08 - How Howard used observational research with Universal Theme Parks10:47 - 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 journey14:03 - Something surprising that Howard discovered when doing research for a major news platform16:10 - Why there's sometimes a disconnect between C-suite executives and their perception of their customers20:46 - Howard walks us through his 5 step-roadmapUnderstand your customerMap the customer journeyBuild the futureOptimize the short-termLead the change25:45 - Why identifying small improvements can have a compounded effect in the short term30:35 - How to get customers on board with change31:55 - Change versus extra effort32:05 - Brittany observing customers' expectations for transformation through the eyes of her young kids36:30 - 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 have41:50 - Why Apple focuses so much on its packaging and the lesson you can take learnWinningdigitalcustomers.com Follow Howard Tiersky on LinkedIn

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. Show Notes3:25 - Ethan talks about his podcast, the Customer Experience podcast (my personal favorite!)4:30 - How BombBomb uses technology to make us feel more human, not less human5:45 - How video can help us better communicate with clients8:04 - The video trends that Ethan foresees in the next five years11:20 - The single biggest impediment to the adoption of video17:16 - Ethan's tips for balancing text and video in your emails19:17 - The power of 1:1 video communication20:50 - Time blocking versus triggered video communication processes21:15 - How to use video at scale with evergreen content23:32 - Acknowledging customers' emotions at each step of their journey24:05 - How Ethan challenged Brittany's thoughts with data and human behavior25:50 - The importance of focusing on the immeasurable components that drive the metrics31:40 - What brand is using video really well?Connect with Ethan on LinkedIn.

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. Show Notes3:04 - Ron shares his background as the founder of the cleaning company, Two Maids & A Mop4:10 - The revelation Ron had that led him to implement CX changes in his cleaning business7:30 - Why it's so important to bake customer centricity into the DNA of your company9:46 - What is Pink Zebra Moving all about?11:53 - The worst idea that Ron had with Pink Zebra14:37 - 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 them21:36 - 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 employee25:39 - 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 laugh35:03 - All about Zeke, the new brand mascot36:03 - That time Zeke crashed a birthday partyCheck out Pink Zebra's website here.

This episode of the Creating Superfans podcast welcomes a very special guest, Amy Porterfield.Amy is an ex-corporate employee turned online marketing expert and CEO of her own multimillion-dollar business. She's the creator of several best-selling marketing courses, the host of the top-rated Online Marketing Made Easy podcast, and the author of the brand new book, Two Weeks Notice: Find the Courage to Quit Your Job, Make More Money, Work Where You Want, and Change the World. 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. Show Notes2:40 - 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?” 14:47 - What was it like for Amy when she made the leap and left her job with Tony Robbins?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 be29:40 - 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.You can order a copy of Two Weeks Notice: Find the Courage to Quit Your Job, Make More Money, Work Where You Want, and Change the World  here.

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. Reach me on all socials @BrittanyHodak and let me know how you felt about the commercials!Show Notes2:56 - Farmer's Dog simple brand play that resonated with Alix3:30 - Tubi cutting through the noise and creating a moment5:15 - Amazon's compelling storytelling7:38 - 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 campaign14:40 - 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 ad17:40 - Work Day19:25 - Does Dunkin' win the award for best celebrity cameo of the night?20:10 - The worst celebrity cameo of the Super Bowl21:10 - Avocados from Mexico's on-air and off-air Super Bowl campaign23:47 - He Gets Us Jesus commercials25:06 - Did Brittany or Alix scan any QR codes?25:40 - Did QR codes fall flat this year?26:15 - The Turbo Tax disappointment

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.Show Notes:3:14 - How Ignite Medical Resorts differs from traditional nursing homes4:33 - 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 sucess16:30 - 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 experience20:17 - The importance of referrals and reputation in the rehabilitation industry22:28 - 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 experiences27:03 - 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 CarltonYou can learn more about Ignite Medical Resorts here. Follow Jim White on LinkedIn here. 

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.In this episode of the Creating Superfans podcast, I chat with Hillary Applegate, the founder of Social HQ. Hillary challenges brands to say goodbye to boring social media and instead drive community and credibility, all while increasing sales. We chat about the importance of a strong brand voice, the power of social listening, and the best tools and strategies for improving your customer experience on social media.Show Notes2:40 - Hillary tells us about the agency she started, Social HQ5:23 - Why social media is your 24/7 customer touchpoint 6:23 - The importance of working with someone who understands your brand voice9:35 - 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 budget16:14 - Why newer companies are more open to using social media compared to older, publicly traded companies18:24 - Why real customer advocacy is more powerful than influencer marketing21:12 - The best return from any campaign Hillary has ever run22:58 - How brands can exceed expectations on social media26:11 - What is the “engagement loop”? 29:48 - Hillary shares various paths companies can take to manage their social accountsFind out more about Social HQ at www.yoursocialHQ.com

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. Show Notes2:20 - 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 transformation5:16 - What does Avionos do?6:12 - Joe's favorite digital transformation projects he's worked on8:12 - 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 perspective23:00 - 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 with26:53 - What's a company that Joe is a SUPERFAN of?Find out more about Avionos at  www.avionos.com. 

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!Show Notes3:15 - How long has Brittany actually been working on her book?4:55 - the intentional design choices Brittany made for Creating Superfans7:25 - Why Brittany chose to work with a hybrid publisher9:10 - Brittany's unconventional writing journey15:30 - 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 book22:11 - The process of narrowing down the songs for each chapter tile and major heading23:00 - What are the takeaways Brittany wants the reader to walk away with?24:44 - Alix shares her favorite lessons from the book25:14- Why empathy is so important in customer experience27:45 - What it was like to record the audiobook version of Creating Superfans32:27 - That time Brittany's husband, Jeff, starred in a Nook commercial34:18 - How Brittany's son, Kadoh, inspired the book36:20 - Brittany reads one of her favorite lines from a review of Creating SuperfansYou can order Creating Superfans here.