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41 episodes with creating superfans
2 episodes with creating superfans
2 episodes with creating superfans
3 episodes with creating superfans
2 episodes with creating superfans
2 episodes with creating superfans
Thanks to our Partners, Shop Boss and AppFueledYou got the customer. You did the work. You got paid…and then they disappear.That's not normal, and it's costing you way more than you think.Kim Walker digs into the loyalty gap that keeps auto repair shops stuck in a transactional cycle and shows why customer loyalty is built in the space between visits, not just at the counter. From follow-up and personal connection to surprise-and-delight moments, rewards programs, and consistent communication, this episode is a reminder that customers come back when they feel remembered, valued, and part of something bigger than the repair order.If you want more repeat business, stronger referrals, and customers who stop price shopping, this is one you need to hear. Listen to the full episode and start building loyalty on purpose.Show Notes with TimestampsPodcast Introduction (00:00:00) Kim Walker introduces the Automotive Repair Podcast Network and the show.Host Introduction & Sponsor Shoutout (00:00:09) Kim Walker introduces herself, mentions her absence, and thanks sponsors.Episode Topic Introduction: The Loyalty Gap (00:01:12) Kim introduces the main topic: customer loyalty and why customers don't return.Personal Loyalty Example & Reflection (00:02:20) Kim shares personal examples about loyalty to local vs. big box stores.Transactional vs. Relational Business (00:03:28) Discussion on shops running transactional businesses and the importance of customer experience.Why Customers Don't Return (00:04:49) Explains reasons customers don't come back: lack of follow-up, no emotional connection, not memorable.Building Loyalty: What It Looks Like (00:07:14) Defines true loyalty: trust, referrals, not price shopping, and customer connection.Practical Ways to Build Loyalty: Surprise & Delight (00:09:48) Tips on creating memorable moments, gifting, and personal touches for customers.Personal Touches & CRM Use (00:11:50) Examples of using CRM to remember customer details and follow up meaningfully.Sponsor/Advertisement Break (00:12:35) Sponsor messages about shop management software and loyalty app solutions.Loyalty & Rewards Programs (00:14:38) Discusses meaningful loyalty and rewards programs and available resources.Supporting Local Causes (00:15:36) Shares story of involving customers in local/community support efforts.Consistent, Non-Promotional Communication (00:16:50) Emphasizes regular, non-promotional communication to stay top of mind.Database Mailers with Heart (00:18:02) Encourages using CRM for meaningful mailers, not just promotions or coupons.Reference to Brittany Hodak & Super Fan Mindset (00:19:10) Mentions previous episode with Brittany Hodak and introduces the “SUPER” fan framework.Breakdown of the SUPER Acronym (00:20:32) Explains each part of the SUPER acronym for building super fans.Final Thoughts & Call to Action (00:22:57) Encourages listeners to implement one loyalty-building idea and reach out via email.Episode Wrap-Up & Network Promotion (00:24:02) Thanks listeners, promotes other shows on the network, and invites to tune in next week.Podcast Outro (00:24:28) Kim closes the episode and provides info on where to find more content.How To Get In TouchJoin The Auto Repair Marketing Mastermind Group on FacebookMeet The ProsFollow SMP on FacebookFollow SMP on InstagramGet The Ultimate Guide to Auto Repair Shop Marketing BookEmail Us Podcast Questions or Topics Lagniappe (Books, Links, Other Podcasts, etc)Auto Repair Marketing MastermindAutomotive Repair Podcast NetworkEpisode 156: Creating Superfans with Brittany HodakThanks to our Partners, Shop Boss and AppFueledThis episode is sponsored by Shop Boss. You know, other shop management software makes you work, but Shop Boss works for you.AppFueled at appfueled.com. “Are you ready to convert clients to members? AppFueled™ specializes in creating custom apps tailored specifically for auto repair businesses. Build your first app like a pro.”The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/
Brittany Hodak helps businesses and leaders in all industries cultivate passionate, dedicated fans. Brittany is an award-winning entrepreneur, author, and customer experience speaker who has delivered keynotes across the globe to organizations including American Express and the United Nations. She has worked with some of the world's biggest brands and entertainers, including Walmart, Disney, Katy Perry, and Dolly Parton. She is also the author of the bestselling book, Creating Superfans. Brittany joined Robert Glazer on the Elevate Podcast to discuss how companies can build an army of raving, passionate fans. Thank you to the sponsors of The Elevate Podcast Shopify: shopify.com/elevate Masterclass: masterclass.com/elevate Framer: framer.com/elevate Northwest Registered Agent: northwestregisteredagent.com/elevatefree Shipstation: shipstation.com/elevate Indeed: indeed.com/elevate Vanguard: vanguard.com/audio Notion: notion.com/elevate Learn more about your ad choices. Visit megaphone.fm/adchoices
In a sea of sameness, cultivating an exceptional customer experience can turn your customers into loyal superfans. Hosted by: Jeff Lenard About our Guest: Brittany Hodak, Customer Experience Expert Brittany is an award-winning author, entrepreneur and customer experience expert who helps businesses turn customers into superfans. When her debut book, Creating Superfans, was released, Forbes declared: "If you have customers, you need this book. Period."
Wondering how other companies get customers to actively promote their business? Want to explore a proven framework that turns one-time buyers into lifelong advocates? To learn how to create superfans using a proven five-step framework that transforms customer experience into customer loyalty and referrals, I interview Brittany Hodak.Guest: Brittany Hodak | Show Notes: socialmediaexaminer.com/701Review our show on Apple Podcasts.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Have you ever met someone who just gets it, like, really understands what it takes to create a business people rave about? That's exactly who Brittany Hodak is. And thanks to Kim Walker, who nailed it as the host of this episode of the Auto Repair Marketing Podcast, we get to hear Brittany drop insight after insight that every shop owner needs to hear.Kim sets the stage perfectly, bringing her passion and real-world experience into the conversation. The energy between her and Brittany is electric, and the value they deliver? Next level.Brittany breaks down what it means to turn your customers into superfans, not just repeat clients, but people who shout your name from the rooftops. And let me tell you, this isn't fluffy theory. She gives real, actionable advice that hits home for our industry. From the power of storytelling to how to destroy customer apathy, this episode is packed with takeaways you can use.If you're ready to stop being just another shop and start being the shop, this one's your playbook. It's about way more than fixing cars, it's about building a brand, creating a connection, and delivering a customer experience that people can't stop talking about.Thank you to our friends at RepairPal for this episode. RepairPal will introduce your shop to new customers through repairpal.com, the largest site for auto repair. Learn more atRepairPal.com/shops.Declined repairs don't have to be lost revenue. AppFueled's call center schedules follow-up calls and equips your team with everything they need to close the deal. Get started now at appfueled.com Lagniappe (Books, Links, Other Podcasts, etc)Brittany Hodak - websiteFollow Brittany on Instagram and DM her “elevator” and she will send you her resource to help you identify areas in your shop where you can improve the customer experienceFollow Brittany on Instagram, Facebook, YouTubeShow Notes with TimestampsIntroduction (00:00:01) Introduction to the podcast, episode number, and guest, Brittany Hudak.Sponsor Acknowledgments (00:00:32) Thanking sponsors RepairPal and App Fueled, with brief sponsor messages.Vision High Tech Expo Experience (00:01:09) Kim shares her excitement about hearing Brittany speak at Vision and the impact of her talk.Brittany's Background & Customer Experience Roots (00:02:08) Brittany discusses her background, her father's influence, and her passion for customer experience.Industry Event Attendance & Community (00:03:27) Discussion about the small percentage of the industry attending events and the value of community.Brittany's Book & Super Approach (00:04:30) Introduction of Brittany's book "Creating Superfans" and the SUPER framework.Shark Tank & Notable Clients (00:04:30) Brittany's Shark Tank experience and work with high-profile clients like Dr. Pepper and Dolly Parton.Dolly Parton Stories & Imagination Library (00:06:10) Brittany shares personal stories about working with Dolly Parton and the Imagination Library.Branding & Audience Engagement (00:09:18) Kim discusses Brittany's branding, engaging presentations, and the importance of thoughtful...
Have you ever met someone who just gets it, like, really understands what it takes to create a business people rave about? That's exactly who Brittany Hodak is. And thanks to Kim Walker, who nailed it as the host of this episode of the Auto Repair Marketing Podcast, we get to hear Brittany drop insight after insight that every shop owner needs to hear.Kim sets the stage perfectly, bringing her passion and real-world experience into the conversation. The energy between her and Brittany is electric, and the value they deliver? Next level.Brittany breaks down what it means to turn your customers into superfans, not just repeat clients, but people who shout your name from the rooftops. And let me tell you, this isn't fluffy theory. She gives real, actionable advice that hits home for our industry. From the power of storytelling to how to destroy customer apathy, this episode is packed with takeaways you can use.If you're ready to stop being just another shop and start being the shop, this one's your playbook. It's about way more than fixing cars, it's about building a brand, creating a connection, and delivering a customer experience that people can't stop talking about.Thank you to our friends at RepairPal for this episode. RepairPal will introduce your shop to new customers through repairpal.com, the largest site for auto repair. Learn more atRepairPal.com/shops.Declined repairs don't have to be lost revenue. AppFueled's call center schedules follow-up calls and equips your team with everything they need to close the deal. Get started now at appfueled.com Lagniappe (Books, Links, Other Podcasts, etc)Brittany Hodak - websiteFollow Brittany on Instagram and DM her “elevator” and she will send you her resource to help you identify areas in your shop where you can improve the customer experienceFollow Brittany on Instagram, Facebook, YouTubeShow Notes with TimestampsIntroduction (00:00:01) Introduction to the podcast, episode number, and guest, Brittany Hudak.Sponsor Acknowledgments (00:00:32) Thanking sponsors RepairPal and App Fueled, with brief sponsor messages.Vision High Tech Expo Experience (00:01:09) Kim shares her excitement about hearing Brittany speak at Vision and the impact of her talk.Brittany's Background & Customer Experience Roots (00:02:08) Brittany discusses her background, her father's influence, and her passion for customer experience.Industry Event Attendance & Community (00:03:27) Discussion about the small percentage of the industry attending events and the value of community.Brittany's Book & Super Approach (00:04:30) Introduction of Brittany's book "Creating Superfans" and the SUPER framework.Shark Tank & Notable Clients (00:04:30) Brittany's Shark Tank experience and work with high-profile clients like Dr. Pepper and Dolly Parton.Dolly Parton Stories & Imagination Library (00:06:10) Brittany shares personal stories about working with Dolly Parton and the Imagination Library.Branding & Audience Engagement (00:09:18) Kim discusses Brittany's branding, engaging presentations, and the importance of thoughtful...
Brittany Hodak helps businesses and leaders in all industries cultivate passionate, dedicated fans. Brittany is an award-winning entrepreneur, author, and customer experience speaker who has delivered keynotes across the globe to organizations including American Express and the United Nations. She has worked with some of the world's biggest brands and entertainers, including Walmart, Disney, Katy Perry, and Dolly Parton. She is also the author of the bestselling book, Creating Superfans. Brittany joined Robert Glazer on the Elevate Podcast to discuss how companies can build an army of raving, passionate fans. Learn more about your ad choices. Visit megaphone.fm/adchoices
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
How do you turn everyday customers into passionate superfans? This week on The Modern Customer Podcast, Brittany Hodak, author of Creating Superfans, reveals her proven strategies for building customer loyalty that goes beyond the product. Brittany dives into her SUPER framework, sharing how brands can engage customers on an emotional level, personalize experiences, and create long-lasting relationships. From the importance of storytelling to balancing technology with human connection, Brittany offers actionable insights that can transform your customer experience approach. If you want to create superfans and transform your brand's loyalty strategy, this episode is packed with practical tips and inspiration. Tune in now! Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer.
One of the best ways for a business owner to obtain new business is through referrals. It's really hard to put a value on marketing from word of mouth. Now, imagine the possibilities if most of your clients were singing your company's praises like fans at a Taylor Swift concert. And that's why I'm thrilled to share this conversation with Brittany Hodak. Brittany has spent her entire career building superfans. She's an award winning entrepreneur, author of Creating Superfans, a former Shark Tank participant, Guinness World Record holder, and someone who has helped countless business owners connect with their clients and customers on a deeper level. In today's episode, you'll learn all about Brittany's journey from the music business to corporate branding, what it really means to be a superfan, and her powerful model for creating deep connections that instill confidence to drive referrals, repeat business and growth. Interview resources, including show notes and links to resources mentioned, can be found on the episode page: https://www.bayntree.com/101 In this podcast interview, you'll learn: Lessons every business owner can learn from Taylor Swift. Key differentiators that create deep brand loyalty for companies like Trader Joe's. Three things that define a superfan–and why these people are most likely to turn people into more customers. The big mistakes that so many business owners make when it comes to finding and nurturing customers–and how AI and automated personalization can make them worse. The power of intentionally elevating the customer experience. Interview Resources: Brittany Hodak Brittany Hodak on: Instagram | LinkedIn | Facebook | X/Twitter | YouTube Creating Superfans: How To Turn Your Customers Into Lifelong Advocates by Brittany Hodak Shark Tank Taylor Swift Dr. Tony Alessandra ChatGPT
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
Taylor Swift has superfans all over the globe. So does Justin Bieber and Katy Perry. Do you know who helped them get those superfans? Brittany Hodak. Brittany is our guest on the podcast today.Just like music stars, real estate professionals need superfans. It is not enough to get a repeat client or have a database full of contacts. You need people who are going to go out there and evangelize for you. Brittany's new book “Creating Superfans” explains exactly how to make this happen.On today's show, Brittany walks us through the basics: Start with your story, understand your customer's story, personalize everything, exceed expectations, and repeat.Be sure to check out Brittany's book, and the next time you see Taylor Swift, remember you can create superfans, too.Resources:Read “Creating Superfans”Learn more at BrittanyHodak.comSubscribe to Brittany's YouTube ChannelConnect with Brittany on LinkedInFollow Brittany on Instagram: @BrittanyHodakConnect with Brittany on FacebookListen to Episode 29. Building Your Personal Brand With Rory VadenRead “The Power of Moments”Read “The Platinum Rule”Read “The ONE Thing”Order the Millionaire Real Estate Agent Playbook | Volume 2Connect with Jason:LinkedinProduced by NOVA MediaThis podcast is for general informational purposes only. The guest's views, thoughts, and opinions represent those of the guest and not KWRI and its affiliates and should not be construed as financial, economic, legal, tax, or other advice. This podcast is provided without any warranty, or guarantee of its accuracy, completeness, timeliness, or results from using the information.WARNING! You must comply with the TCPA and any other federal, state or local laws, including for B2B calls and texts. Never call or text a number on any Do Not Call list, and do not use an autodialer or artificial voice or prerecorded messages without proper consent. Contact your attorney to ensure your compliance.Advertising Inquiries: https://redcircle.com/brands
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.
Guest Bio:Brittany Hodak is an award-winning entrepreneur, speaker, and author known for her expertise in creating unparalleled customer experiences. She has worked with some of the world's biggest brands and artists, including Taylor Swift, Katy Perry, and Walmart. Brittany's book, "Creating Superfans: How to Turn Customers into Lifelong Advocates," has garnered acclaim for its practical and impactful approach to customer engagement. Brittany also holds a master's degree in consumer behavior and psychology, further deepening her understanding of what drives customer loyalty and brand advocacy.Core Topics:The Path to Entrepreneurship: Brittany's story highlights the importance of seizing opportunities and the impact of encouragement from mentors. She showcases the importance of recognizing pivotal moments and using them as launch pads for your own ventures. Brittany's experience underscores the value of believing in your ideas and taking calculated risks.Transition to Professional Speaking: Transitioning to professional speaking can be a natural extension of your expertise. Brittany's experience shows that your unique story and insights can create demand for your speaking engagements. Understand the importance of recognizing your value and not undervaluing your time and expertise.Creating Superfans: The SUPER model provides a structured approach to building a loyal audience. This translates to understanding your audience deeply, personalizing your message, exceeding expectations, and consistently delivering value. Brittany's framework can help anyone develop a strong, engaged following that supports your career growth.Expert Advice for Speakers: Brittany emphasizes the importance of refining your message and consistently seeking feedback. The focus should be on honing your craft and ensuring your message resonates deeply with your audience. She also reminds us all of the value of continuous improvement and staying connected with your audience's needs.Resources:Learn more about Brittany Hodak:WebsiteLinkedInInstagramYouTubeFacebookLearn more about Josh Linkner:WebsiteYouTubeLinkedInInstagramXFacebookABOUT MIC DROP:Hear from the world's top thought leaders and experts, sharing tipping point moments, strategies, and approaches that led to their speaking career success. Throughout each episode, host Josh Linkner, #1 Innovation keynote speaker in the world, deconstructs guests' Mic Drop moments and provides tactical tools and takeaways that can be applied to any speaking business, no matter its starting point. You'll enjoy hearing from some of the top keynote speakers in the industry including: Ryan Estis, Alison Levine, Peter Sheahan, Seth Mattison, Cassandra Worthy, and many more. Mic Drop is sponsored by ImpactEleven.Learn more at: MicDropPodcast.comABOUT THE HOST:Josh Linkner — a New York Times bestselling author — is a rare blend of business, art, and science.On the business front, he's been the founder and CEO of five tech companies, which created over 10,000 jobs and sold for a combined value of over $200 million. He's the co-founder and Managing Partner of Muditā (moo-DEE-tah) Venture Partners - an early-stage venture capital firm investing in groundbreaking technologies. Over the last 30 years, he's helped over 100 startups launch and scale, creating over $1 billion in investor returns. He's twice been named the EY Entrepreneur of The Year and is the recipient of the United States Presidential Champion of Change Award.While proud of his business success, his roots are in the dangerous world of jazz music. Josh has been playing guitar in smoky jazz clubs for 40 years, studied at the prestigious Berklee College of Music, and has performed over 1000 concerts around the world. His experiences in both business and music led him to become one of the world's foremost experts on innovation. Joshis the co-founder and Chairman of Platypus Labs, a global research, training, and consulting firm. Today, he's on a mission to help leaders Find A Way™ through creative problem-solving, inventive thinking, and ingenuity.Learn more about Josh: JoshLinkner.comSPONSORED BY AMPLIFY PUBLISHING GROUP:Partnering with CXOs, keynote speakers, change makers, and other visionary leaders, Amplify Publishing Group (APG) is a leader in the hybrid publishing space with more than twenty years of experience acquiring, producing, marketing, and distributing books. Passionate about ideas and voices that need to be heard, they're known for launching books that start engaging and timely conversations. At each turn, they have been at the forefront of innovation and have spearheaded a critical disruption of the publishing industry.Learn more at: amplifypublishinggroup.comABOUT IMPACTELEVEN:From refining your keynote speaking skills to writing marketing copy, from connecting you with bureaus to boosting your fees, to developing high-quality websites, producing head-turning demo reels, Impact Eleven (formerly 3 Ring Circus) offers a comprehensive and powerful set of services to help speakers land more gigs at higher fees. Learn more at: impacteleven.comPRODUCED BY DETROIT PODCAST STUDIOS:In Detroit, history was made when Barry Gordy opened Motown Records back in 1960. More than just discovering great talent, Gordy built a systematic approach to launching superstars. His rigorous processes, technology, and development methods were the secret sauce behind legendary acts such as The Supremes, Stevie Wonder, Marvin Gaye, Diana Ross and Michael Jackson.As a nod to the past, Detroit Podcast Studios leverages modern versions of Motown's processes to launch today's most compelling podcasts. What Motown was to musical artists, Detroit Podcast Studios is to podcast artists today. With over 75 combined years of experience in content development, audio production, music scoring, storytelling, and digital marketing, Detroit Podcast Studios provides full-service development, training, and production capabilities to take podcasts from messy ideas to finely tuned hits. Here's to making (podcast) history together.Learn more at: DetroitPodcastStudios.com
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.
Did you know that on average happy customers tell four to six others about their experience? Whereas unhappy customers will tell on average nine to 15 people about their negative experience. In today's episode, I share some ideas for creating premium customer experiences that will create loyal and raving fans of your brand. Full shownotes at https://clarewood.com/podcast/episode275/
Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker. She has worked with some of the world's biggest brands and entertainers, including Walmart, Disney, Katy Perry, and Dolly Parton. Brittany is widely regarded as the “go-to source” on creating loyal fans for your brand, and she is the author of the bestselling book, “Creating Superfans: How to Turn Your Customers Into Lifelong Advocates.”
Have you ever wondered what turns the audiences of popular music artists, like Taylor Swift, into devoted fans? You don't need to be a pop star to get super fans, and every business owner deserves them. In this new Your Brilliant Difference™ Podcast episode, I have the pleasure of chatting with Author and Customer Experience Speaker, Brittany Hodak. Together, we expose the secret to creating superfans and how you can generate fandom by communicating your value and Brilliant Difference™. Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who has delivered keynotes across the globe to organizations including American Express and the United Nations. She has worked with some of the world's biggest brands and entertainers, including Walmart, Disney, Katy Perry, and Dolly Parton. She founded and scaled an entertainment startup to eight figures before exiting, and she is the former Chief Experience Officer of Experience.com. Forbes said of her debut book, Creating Superfans, “If you have customers, you need this book. Period.” What to Expect Why you need to stand out in a commoditized market by connecting with customers on a deeper level. How to use the SUPER Model (Start With Your Story, Understand Your Customer's Story, Personalize, Exceed Expectations, Repeat) to create superfans. How to tell your story in a way that resonates with customers and makes them see themselves in it. Why embracing your unique qualities and sharing your story are essential to attract and serve superfans. Chapters 00:00 - Introduction and Background 01:00 - Importance of Standing Out 06:28 - The SUPER Model: Start With Your Story 11:03 - The SUPER Model: Exceed Expectations 13:08 - The SUPER Model: Personalize 14:28 - The SUPER Model: Repeat 23:34 - Creating Superfans Like Taylor Swift 28:03 - Living in Alignment With Your Story 34:11 - Final Message Resources 5 Customer Experience Lessons You Can Learn From The Eras Tour Super Fans Masterclass Connect With Brittany Hodak https://brittanyhodak.com/ @BrittanyHodak on all platforms Become a Your Brilliant Difference™ Podcast Guest Do you have a brilliant story to share about your career, business, leadership development, or team building journey? Click the link to fill out a quick form so we can get to know you and collaborate with you on the podcast: https://finka.typeform.com/to/nyRxwCAf
Do Business. Do Life. — The Financial Advisor Podcast — DBDL
In this episode, I'm talking with Brittany Hodak about how financial advisors can build a diehard community of superfans using the same system Taylor Swift used to create an army of Swifties. Brittany came up with her game-changing system, the SUPER Model, while working with globally known brands like Walmart, Disney, Amazon, Katy Perry, the Boston Red Sox, and of course, Taylor Swift. This proprietary 5-step system which Brittany shared in her 2023 book, Creating Superfans: How to Turn Your Customers Into Lifelong Advocates, is a simple playbook to tap into the unmatched power of superfandom, and it works like a charm whether you're Taylor Swift or a financial advisor. Today, Brittany breaks down her SUPER Model and shows how you can use it to kill apathy, stand out from a sea of competitors, and most importantly, create your own army of superfans to supercharge your business.3 of the biggest insights from Brittany Hodak …What makes Taylor Swift one of the greatest marketing geniuses of our time? Since Brittany's worked with her, she's going to uncover the formula to her rapid growth and show you how to create a cult-like following of Superfans! A financial advisor's biggest problem isn't awareness... it's apathy! Discover Brittany's 5-Part Framework for turning your business from a commodity to a category of ONE that your clients can't live without. What processes in your business do your clients find annoying and frustrating? Dubbed 'slow elevators' by Brittany, learn how to transform these inconveniences into golden opportunities, crafting unforgettable experiences that leave your clients delighted.GIFT FROM THIS EPISODE + JOIN THE DBDL INSIDER CREWToday's Gift: Get a free copy of Brittany's book, "Creating Superfans" [while supplies last]To get access to today's free gift AND become a DBDL Insider with VIP access to future resources and exclusive content, text "58" to 785-800-3235. *Message and data rates may apply. Reply STOP at any time to opt-out of receiving text messages.SHOW NOTEShttps://bradleyjohnson.com/58FOLLOW BRAD JOHNSON ON SOCIALTwitterInstagramLinkedInFOLLOW DBDL ON SOCIAL:YouTube - Full InterviewsYouTube - Clips from the ShowTwitterInstagramLinkedInFacebookDISCLOSURE These conversations are intended to provide financial advisors with ideas, strategies, concepts and tools that could be incorporated into the advisory practice, advisors are responsible for ensuring implementation of anything discussed is in accordance with any and all regulatory and compliance responsibilities and obligations. Copyright ©️ 2024 Triad Partners. All rights reserved. TP04243458876
Blaine Anderson is the founder and CEO of Dating By Blaine, an online dating coaching and matchmaking service for men. Blaine has served nearly 3,000 happy clients and built a multi-seven figure business in just 3 years, almost entirely organically through her Instagram, where she reaches over 5 million unique men each month. Blaine loves to help fellow creators, entrepreneurs, and business leaders grow their organic reach and revenue online. Listen in for some great takeaways from Blaine's journey. She shares how you, too, can launch a successful business. You will want to hear this episode if you are interested in... Learn more about Blaine Anderson and Dating by Blaine [2:33] How Blaine's journey on Shark Tank ended [8:40] The tip that has resonated with the most people [13:10] What Blaine has learned since she started coaching [14:52] Get your copy of “Financial Planning Made Personal” [15:51 Why Blaine's Instagram videos resonate [16:37] Blaine's advice for someone skeptical about hiring a coach [18:45] How to take your passion and generate revenue [22:25] Blaine's tips for those in a long-term relationship [25:08] What Blaine did today that put her in the mindset for success [27:25] Resources & People Mentioned CocoVinny, Episode #93 Creating Superfans with Brittany Hodak, Episode #153 Get your copy of “Financial Planning Made Personal” Connect with Blaine Anderson The website On Instagram On Twitter On YouTube Connect With Mitlin Financial podcast*at*mitlinfinancial(dot)com - email us with your suggestions for topics or guests If you would like to learn more schedule a call: https://mitlin.us/FitCall https://mitlinfinancial.com Follow on Twitter Follow on Instagram Subscribe on Youtube Follow on Linkedin Follow on Facebook Guests on the Mitlin Money Mindset Show are not affiliated with CWM, LLC, and opinions expressed herein may not be representative of CWM, LLC. CWM, LLC is not responsible for the guest's content linked on this site. Subscribe to Mitlin Money Mindset® on Apple Podcasts, Spotify, Google Podcasts
In this episode of Speakernomics, host Kenneth "Shark" Kinney and guest Brittany Hodak, an award-winning entrepreneur and customer experience speaker, delve into the topic of creating superfans in the speaking industry. They discuss strategies for building a thriving speaking business, improving the customer experience, and fostering loyal followers. Key Takeaways: Elevating Every Touchpoint: Learn how to create an exceptional experience for event planners, organizations, and audience members at every stage of your speaking engagements, from pre-event to post-event interactions. Seeking the Right Advice: Understand the importance of seeking advice from mentors and industry leaders who align with your goals and aspirations, and how to discern valuable advice from well-intentioned but limiting guidance. Aligning Your Message: Discover the significance of crafting a message that resonates deeply with your audience and how to passionately engage them with your topic, fostering a sense of connection and advocacy. Learn more about your ad choices. Visit megaphone.fm/adchoices
Wanting to increase new customers, referrals and revenue, while decreasing advertising costs? If you answered yes, you have come to the right place. Our host teaches sales through experience all over the world and is a trusted speaker for Invisalign and many others. The Brian Wright Show is dedicated to entrepreneurs, their employees and their families. Today's description: Ready to transform your passersby into die-hard fans? Buckle up as we unleash the secrets to maximizing sales and creating a culture that breeds success. Fresh from my electrifying session with the Invisalign team in Fort Lauderdale, I'm brimming with actionable tactics that will reshape your approach to customer engagement. Get a front-row seat to learn about the pivotal, yet often misunderstood business concept that will skyrocket you past the competition. We'll unwrap the essential trio: company culture, comprehensive training, and razor-sharp digital marketing strategies—your toolkit for etching your brand into the industry's hall of fame. Plus, I salute the inaugural attendees at the Lodge and Flying Horse in Colorado Springs for their mastery in exercises that set them up to dominate their sectors.Step into a world where hospitality and customer service are not just about meeting needs; they're about crafting experiences that linger long after the transaction. Our discussion traverses the halls of the Ritz-Carlton to the magic of Disney, pulling back the curtain on what truly sets apart the eminent from the average. We dissect how internal upgrades in leadership, innovation, and employee education can slash your advertising budget, all while triggering organic growth and a formidable referral network. The episode is your gateway to mastering the nuances of customer service that will not just impress but will also cement your business as an industry titan. So, let's embark on this journey together, and I promise, you'll walk away armed with the strategies to leave your competitors in the dust and your customers clamoring for more.Unlock the secrets to transforming mere customers into die-hard fans and learn why a rockstar internal culture is your ticket to sky-high sales and organic growth. On the latest Brian Wright audio experience, I take you behind the scenes of my illuminating session with the Invisalign team and gear up for an electrifying talk in Denver that will unleash the business titan within you. We're tearing down the barriers of misunderstood business jargon and laying out the blueprint for a company that shines without the crutch of traditional advertising. Dive into the potent mix of exceptional customer service, magnetic digital marketing, and why the Ritz-Carlton's approach to hospitality is the gold standard for creating not just satisfied customers, but enthusiastic brand advocates.Ready to redefine the game of customer service and watch your brand ascend to legendary status? This episode is a treasure trove of strategies for crafting an experience that doesn't just meet expectations but blows them out of the water. I'm revealing how the right blend of heartfelt welcomes, personalized tours, and tactful upselling can make your sales soar while cutting costs. We're also spotlighting the monumental impact of happy, well-treated employees on your bottom line. No matter the economic weather, these insights will help you build a resilient, flourishing business that leaves customers not just content, but utterly wowed—and coming back for more.
“When you give your customers something to talk about, you're going to see very rapid and very real ROI.” Ever wonder how other brands and businesses gained their die-hard supporters? Most of the time, it's not due to luck. It's due to hard work and strategy! Join us today as Whitney deep dives with Brittany Hodak on actionable tips for turning customers into superfans. -------------------- Connect with Brittany
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.
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
“If you want to turn your customers into superfans, being good is not going to cut it, you have got to be super!” -Brittany Hodak We'd all like for our potential clients to pick us over the competition, yet we often struggle to communicate our experience and value in a way that speaks to the heart of the customers we want to work with. Awareness of your business isn't the issue; it is apathy that kills revenue. If you can't clearly communicate why potential clients should care about what you do, how can you expect them to care? Once you communicate your value and it reasonates with people then do great work for them, you can create superfans who recommend you to everyone they know. If we can delight clients with every aspect of their experience with us, they will always come back. But more importantly, they become brand ambassadors, which will add more value than any paid marketing. Brittany Hodak, a Customer Experience expert and author of Creating Superfans: How To Turn Your Customers Into Lifelong Advocates, is this episode's featured guest. She shares the five points of her Super Model plan, giving you the tools to create the best possible customer experience and long-lasting customer loyalty. If you are living in a service mindset and are unsure how to create an environment in which clients want to choose you, this is the episode to start your mindset shift into the experience economy. During this interview, you'll learn... The value of creating business superfans How to exceed your client's expectations The importance of an experience-focused mindset To find out more about Brittany, click here. Buy her book at this link! Connect with her on LinkedIn and Twitter. Time Stamps 03:30 - Brittany discusses her career journey 07:54 - Creating superfans for your business 10:54 - Overpowering apathy 16:42 - The Super Model 20:38 - Understanding your customer's story 24:28 - Getting personal 32:00 - Exceeding expectations 35:19 - Repeat for your reputation
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
⏰ Rise and Shine with "Teach Better Today": Your Daily Morning Show at 7am ET! ⭐ Are you ready to kickstart your day with a burst of inspiration and valuable insights? We're thrilled to present "Teach Better Today," a dynamic daily morning show designed to support educators like you in reaching every single student in your classroom. Tune in every weekday morning Monday - Friday at 7am ET, as we bring you an engaging livestream packed with practical content, expert tips, and inspiring stories. Hosted by a team of passionate educators, this show is your daily dose of motivation and professional development, right at the start of your day. Join us as we explore innovative strategies, proven practices, and research-backed techniques to empower you in supporting all students in your classroom. From differentiation and inclusive teaching to fostering a positive classroom culture, "Teach Better Today" covers a wide range of topics to enhance your teaching skills and reach new levels of effectiveness. Don't miss out on this unparalleled opportunity to grow as an educator and connect with a vibrant community of like-minded professionals. Join us each morning and start your day on the path to teaching excellence. Together, we can make a lasting impact and ensure every student receives the support they need to thrive. Mark your calendars, set your alarms, and get ready to make a difference—join us for "Teach Better Today" every weekday morning at 7am ET. Let's unlock the potential of every student, one day at a time. --- Send in a voice message: https://podcasters.spotify.com/pod/show/teach-better-talk/message
In this episode, we are trying something different. Recorded live at the CFA Society's Toronto Annual Wealth Conference, we take an exclusive look at the origins and evolution of the Rational Reminder Podcast through an interview with Ben and Cameron. From motivations for starting the podcast to favourite episodes and guests, we delve into the behind-the-scenes of the show. Discover how the podcast has grown, the impact it's had on listeners, and the exciting global reach it's achieved. Get an exclusive look at the challenges, regrets, and valuable lessons learned along the way. Then, we are joined by Mark McGrath to explore common pitfalls of ITF accounts, providing listeners with valuable information to help them make the right decisions for their investments. Finally, we welcome special guest Brittany Hodak, author of Creating Superfans, which unpacks the concept of turning customers into passionate fans of your brand. Brittany shares her insights on the power of storytelling in business and how to create Superfans who will champion your brand. We explore the concept of the experience economy, the right approach to investing in marketing for your business, and much more! Join us for this extraordinary episode that blends wealth management insights, podcasting wisdom, and the secrets to cultivating Superfans. Whether you're a long-time Rational Reminder listener or a business owner seeking to supercharge customer loyalty, this episode has something for everyone. Tune in now! Key Points From This Episode: (0:04:32) Introduction to Ben and Cameron's interview at the 2023 Annual Wealth Conference. (0:07:15) Learn about the average listener base for the show, the active Rational Reminder community, and how the podcast has grown over time. (0:10:08) The global reach of the podcast, how it has benefitted business, and a look back at the first episode of Rational Reminder. (0:13:19) What Ben and Cameron originally envisioned, how they met, and what motivated them to start a podcast. (0:15:17) Insights into the cost of the show, the shift from audio only, and the appetite for long-form content. (0:18:18) Their favourite episodes and guests, keeping content balanced, and how the reading challenge was started. (0:25:25) Attracting big industry names to the podcast, their dream guests, and the episodes that did not go to plan. (0:31:28) Advice for aspiring podcasters, the amount of work the show takes, and their biggest lessons so far. (0:37:02) Ben and Cameron share their reading habits and the books they think everyone should read and why. (0:40:14) Why they work so well together, plans for the future, and what they wish they knew before starting the podcast. (0:43:14) Ben and Cameron each share their definition of success, and final words of advice for listeners. (0:45:46) Mark to Market: exploring the ins and outs of ITF accounts to avoid common mistakes. (0:55:04) Introducing today's guest, Brittany Hodak, and her fascinating book, Superfans. (0:56:51) Brittany explains some basic definitions and the power of storytelling for your business. (0:59:50) Why storytelling has become a potent marketing technique, and why Superfans are important to building a successful business. (1:02:53) Unpacking the Superfan personality, how they can be created, and identifying your customer's story. (1:08:47) Defining the experience economy and its impact on customer expectations. (1:12:38) Recommendations for how businesses should approach investing in marketing. (1:14:11) The after-show: trip highlights, listener reviews, and more! Books From Today's Episode: The Fiscal Theory of the Price Level — https://www.amazon.com/Fiscal-Theory-Price-Level/dp/0691242240 How to Change — https://www.amazon.com/How-Change-Science-Getting-Where/dp/059308375X Get It Done — https://www.amazon.com/Get-Done-Surprising-Lessons-Motivation/dp/0316538361/ Your Future Self — https://www.amazon.com/Your-Future-Self-Tomorrow-Better/dp/B0BJ554T6M/ Like the Best Podcast — https://open.spotify.com/show/22fi0RqfoBACCuQDv97wFO Deep Work — https://www.amazon.com/Deep-Work-Focused-Success-Distracted/dp/1455586692 Storyworthy — https://www.amazon.com/Storyworthy-Engage-Persuade-through-Storytelling/dp/1608685489 Financial Market History — https://www.amazon.com/Financial-Market-History-Reflections-Investors-ebook/dp/B06WVBHK72/ The Great Depression: A Diary — https://www.amazon.com/The-Great-Depression-audiobook/dp/B0030HF9F6/ Using Behavioral Science in Marketing — https://www.amazon.com/Using-Behavioral-Science-Marketing-Instinctive/dp/1398606685/ Clear Thinking — https://www.amazon.com/Clear-Thinking/dp/0593716213 Links From Today's Episode: Rational Reminder on iTunes — https://itunes.apple.com/ca/podcast/the-rational-reminder-podcast/id1426530582. Rational Reminder Website — https://rationalreminder.ca/ Shop Merch — https://shop.rationalreminder.ca/ Join the Community — https://community.rationalreminder.ca/ Follow us on X — https://twitter.com/RationalRemind Follow us on Instagram — @rationalreminder Benjamin on X — https://twitter.com/benjaminwfelix Cameron on X — https://twitter.com/CameronPassmore Cameron on LinkedIn — https://www.linkedin.com/in/cameronpassmore/ Mark McGrath on X - https://twitter.com/MarkMcGrathCFP Mark McGrath on LinkedIn - https://www.linkedin.com/in/markmcgrathcfp/ Brittany Hodak — https://brittanyhodak.com/ Brittany Hodak on X — https://twitter.com/BrittanyHodak Brittany Hodak on Instagram — https://www.instagram.com/brittanyhodak/ Brittany Hodak on Facebook — https://www.facebook.com/BrittanyHodak Brittany Hodak on LinkedIn — https://www.linkedin.com/in/brittanyhodak/ Creating Superfans — https://www.amazon.com/Creating-Superfans-Five-Step-Multiplying-Reputation/dp/1774580780 Annual Wealth Conference 2023 — https://web.cvent.com/event/874a7379-a0cb-4b91-ad18-c46daf17b685/summary Rational Reminder Episode 1: The Cheapest Advice Probably isn't the Best — https://rationalreminder.ca/podcast/1 Rational Reminder Episode 100: Prof. Kenneth French — https://rationalreminder.ca/podcast/100 Rational Reminder Episode 169: Prof. John Cochrane — https://rationalreminder.ca/podcast/169 Rational Reminder Episode 171: Prof. Campbell R. Harvey — https://rationalreminder.ca/podcast/171 Rational Reminder Episode 200: Prof. Eugene Fama — https://rationalreminder.ca/podcast/200 Rational Reminder Episode 224: Prof. Scott Cederburg — https://rationalreminder.ca/podcast/224 Rational Reminder Episode 226: Colonel Chris Hadfield — https://rationalreminder.ca/podcast/226 Rational Reminder Episode 268: Itzhak Ben-David — https://rationalreminder.ca/podcast/268 Rational Reminder Episode 271: Expected Returns of the AI Revolution (plus People are Lying to You About Money w/ Anthony Walsh) — https://rationalreminder.ca/podcast/271
How do you create a superfan of you or your business? What is the secret sauce that takes a musician from a talented person to a worldwide phenomenon? Brittany Hodak—an award-winning entrepreneur, author, and international keynote speaker—has the answers. As an accomplished speaker, she's been invited to audiences and organizations across the world including American Express, We Work, Compassion International, Sony Music, and the United Nations to speak on customer experience. She is the co-founder of The Superfan Company (now “Bright Ideas Only”), a multi-million-dollar fan engagement agency that has created successful campaigns and products for globally known brands including Walmart, Disney, Amazon, Luke Bryan, Katy Perry, The Boston Red Sox, and many more. In 2015, she was offered deals from four of the five sharks on ABC's Shark Tank at a valuation of more than $4 million. Listen to this episode of Mitlin Money Mindset® for some great takeaways about creating superfans and a culture to support them. You will want to hear this episode if you are interested in... Learn more about Brittany Hodak and her love for customer experience [1:22] How Brittany defines the term “Superfan” [9:41] Why it's critical to deliver exceptional service [10:52] How can your business create a superfan? [15:16] The impact of social media on fandom [21:00] How brands should handle negative feedback [24:10] Brittany's most memorable success story [27:50] Brittany's experience being on Shark Tank [31:16] What Brittany did today that put her in the mindset for success [34:21] Resources & People Mentioned Creating Superfans: How To Turn Your Customers Into Lifelong Advocates Hug Your Haters: How to Embrace Complaints and Keep Your Customers Connect with Brittany Hodak The website On Instagram On Twitter On Linkedin On Facebook Connect With Mitlin Financial podcast*at*mitlinfinancial(dot)com - email us with your suggestions for topics or guests If you would like to learn more schedule a call: https://mitlin.us/FitCall https://mitlinfinancial.com Follow on Twitter Follow on Instagram Subscribe on Youtube Follow on Linkedin Follow on Facebook Guests on the Mitlin Money Mindset Show are not affiliated with CWM, LLC, and opinions expressed herein may not be representative of CWM, LLC. CWM, LLC is not responsible for the guest's content linked on this site. Subscribe to Mitlin Money Mindset™ on Apple Podcasts, Spotify, Google Podcasts
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
Taylor Swift's Eras tour is predicted to make a record $1 billion - but how? As countries around the world grapple with high inflation, how has Taylor Swift been able to persuade fans to spend money? Olivia Wilson speaks to Brittany Hodak, author of Creating Superfans, to understand the role Swiftomania has played in her commercial and financial success. Tyler Morse is the CEO of MCR, the third largest hotel owner-operator in the United States. He explains how Taylor Swift's concerts have had a significant impact on the local economies of the cities she has toured in – including some of his hotels in Phoenix, Arizona. Presented and produced by Olivia Wilson. (Image: Taylor Swift performing in Seattle. Credit: Getty Images)
Did you know that creating superfans of your personal brand is the key to long-lasting success? Joining us today on the Influential Personal Brand Podcast is our friend, Brittany Hodak, to tell us all about her new book, Creating Superfans: How to Turn Your Customers into Lifelong Advocates. Brittany is a marketing and customer service expert, keynote speaker, and author. In this episode, she shares her definition of what a superfan is, what the ladder to ‘superfandom' entails, and some of the mistakes most companies make. You'll also gain some insight into Brittany's game-changing CX system, the SUPER Model, and how you can use the tools she provides to create superfans and build a successful brand. All of these things are outlined in detail in her book and, if you stay tuned, she even offers us a special link to get the first four chapters for free! You won't want to miss out on this incredibly informative episode, so go ahead and hit play now.
Take a moment and think about some of your best customers. What do you think makes them so great? And the real question is, how do you create more of these great customers? Our guest today is Brittany Hodak, and she shares insights on how to create more superfans for your business. In the interview, we talk about her new book, “Creating Superfans: How to turn your customers into lifelong advocates.” By the way, this is the best business book I have read in a long time. TODAY'S WIN-WIN:Treat every single customer and every single employee as an influencer; because they are one.LINKS FROM THE EPISODE:You can visit our guest's website at: https://brittanyhodak.com/Get a copy of Brittany's book: https://brittanyhodak.com/book/Book Brittany to speak: https://brittanyhodak.com/speaking/Connect with our guest on social: https://www.instagram.com/brittanyhodak/https://www.linkedin.com/in/brittanyhodak/https://twitter.com/BrittanyHodakhttps://www.facebook.com/BrittanyHodakSubscribe to Brittany's podcast: https://brittanyhodak.com/podcast/If you are ready to franchise your business or take it to the next level: CLICK HERE.ABOUT OUR GUEST:Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who has delivered keynotes across the globe to organizations including American Express and the United Nations. She has worked with some of the world's biggest brands and entertainers, including Walmart, Disney, Katy Perry, and Dolly Parton. She founded and scaled an entertainment startup to eight figures before exiting, and she is the former Chief Experience Officer of Experience.com. Forbes said of her debut book, Creating Superfans, “If you have customers, you need this book. Period.”ABOUT BIG SKY FRANCHISE TEAM:This episode is powered by Big Sky Franchise Team. If you are ready to talk about franchising your business you can schedule your free, no-obligation, franchise consultation online at: https://bigskyfranchiseteam.com/ or by calling Big Sky Franchise Team at: 855-824-4759.
Creating Superfans: How To Turn Your Customers Into Lifelong Advocates by Brittany Hodak About the Book: What if your customers love your brand the way Swifties love Taylor or Drake loves the Raptors? What if they came back again and again…and told their friends to do the same? In Creating Superfans, award-winning entrepreneur and keynote speaker Brittany Hodak shares a powerful framework for transforming your business from a commodity into a category of one. Brittany has helmed fan-engagement campaigns for brands including Walmart, Disney, Amazon, and dozens of other global brands. Creating Superfans combines sharp business insights with entertaining stories from work with stars like Taylor Swift, Dolly Parton, and Mötley Crüe. Memorable case studies from businesses of all sizes illustrate that customer experience, or CX, is the battlefield for winning – and keeping – customers. Brittany's game-changing CX system, the SUPER Model, is simple to learn, deploy, and measure across every organization. Whether you're launching a new business or running a hundred-year-old brand, Creating Superfans gives the entire team a shared playbook for tapping into the unmatched power of super fandom. About the Author: Brittany Hodak is an award-winning entrepreneur, speaker, and author who has delivered keynotes around the world to organizations including American Express and the United Nations. She has written hundreds of articles for Forbes, Adweek, Success, and other top publications; she has appeared on programs on NBC, CBS, ABC, and Fox; and she has worked with some of the world's biggest brands and entertainers, including Walmart, Disney, Katy Perry, and Dolly Parton. Entrepreneur magazine calls her " the expert at creating loyal fans for your brand.” And, interesting fact – her first job was as a radio station mascot! Click here for this episode's website page with the links mentioned during the interview... https://www.salesartillery.com/marketing-book-podcast/creating-superfans-brittany-hodak
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