Podcasts about 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

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  

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

In this episode of "5 Minute Advice for Authors" featuring Brittany Hodak, a renowned customer experience speaker and the author of "Creating Superfans," Brittany shares her expertise on how businesses can elevate their customer experience to turn casual customers into lifelong advocates. Brittany offers two essential pieces of advice for aspiring authors. First, she stresses the importance of having a clear 'North Star' for your book - understanding why you are writing it, who it's for, and what message you want to convey. Secondly, distribution and partnership strategies are necessary to ensure your book reaches its intended audience. Despite her initial apprehensions about her voice and the recording process, Brittany found the experience of creating an audiobook rewarding and was pleasantly surprised by the positive feedback from thousands of listeners who found value in her audiobook. Tune in to this episode to learn from Brittany Hodak's journey of creating super fans and her insightful tips for authors looking to make a meaningful impact with their work.Learn more about the best podcasts for authors, and how to become a thought leader worth listening to at http://5MinuteAdviceforAuthors.comSubscribe to our YouTube Channel for more wisdom: Twin Flames Studios

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 -

Welcome to The Well Pro Show, the podcast for Wellness Pros. In this episode, Cate Stillman interviews Brittany Hodak, an award-winning entrepreneur, author, and customer service expert. Brittany discusses the key principles from her book "Creating Super Fans" and shares insights on building a loyal customer base.   What You'll Get Out of Tuning In   Secrets to Creating Super Fans: Brittany discusses the key strategies to cultivate super fans for your wellness business. The intersection of Personal and Customer Stories: Explore the importance of the overlap between personal and customer stories, creating a co-creative relationship with your audience. Emphasis on Authenticity: Understand the significance of authenticity in building a brand that truly connects with your customers. Standing Out in the Digital Space: Learn how to differentiate your wellness business in the crowded digital landscape. Crafting a Resonant Brand: Discover the elements that make a brand resonate with your audience and stand out from the competition.   Highlights Business Purpose: Grasp the concept that a business's purpose is to generate customers who become advocates, fostering growth. Super Fans vs. Followers: Differentiate between super fans and followers, understanding that super fans actively promote your business, contributing significantly to its success. Co-Creative Relationship: Explore the idea of a co-creative relationship between your story and customers' stories, aiming to make your business irreplaceable and deliver a distinctive experience. Digital Experience: Enhance the digital experience by simplifying processes, removing friction, and ensuring your brand's personality shines through in every interaction. Brand Guides: Emphasize the importance of comprehensive brand guides, encompassing visual elements, language, and communication style to create a cohesive customer experience. Freedom in Branding: Acknowledge the significance of freedom in branding, embracing uniqueness as a guiding force to create an authentic brand.   Quotes "Super fans are created at the intersection of your story and every customer's story." "If you're creating something that everyone likes, you have not pushed the envelope far enough." "Listen to your own internal signal. Your authentic voice is already inside you." Links Get access to Uplevel Your Life here. Use promo code: UPLEVEL37 Get access to Lead Your Club here. Use promo code: LEAD37 Check Creating Super Fans Book and 5 Customer Experience Lessons from the Eras tour blog of Brittany Hodak Thank you for tuning in to The Well Pro Show with Cate Stillman and special guest Brittany Hodak. If you enjoyed this episode, be sure to check out Brittany's book, "Creating Super Fans," and explore the world of turning customers into passionate advocates. For more resources and personalized guidance, visit Wellness Pro Academy.

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.

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.” Intro music Hot Shot by Scott Holmes -: Outro music Focus by A A Aalto -:

In this episode we spoke with Brittany Hodak (author of Creating Superfans), Nate Henderson (CEO of BILT Intelligent Instructions), Carol Meyers (Partner at Glasswing Ventures) and Andy Cockburn (CEO and Co Founder of Mention Me).  Our expert panel discussed their top CX highlights from 2023 as well as the biggest challenges and lessons they'd encountered over the last 12 months. We then shifted our focus to 2024, where we discussed the key CX trends to be aware of next year and how to turn customer advocacy into a core marketing strategy.

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

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

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)

Joey Coleman helps companies keep their customers and employees. As an award-winning speaker, he shares his first 100 Days® methodology for improving customer and employee retention with organizations around the world, for example, Whirlpool, Volkswagen Australia and Zappos.   His Wall Street Journal #2 best-selling book, Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days, shows how to turn any sale into a lifelong customer. And his upcoming book, Never Lose an Employee Again: The Simple Path to Remarkable Rention, details a framework companies around the world can use to reduce turnover and increase employee engagement.   Questions •  Could you tell us a little bit about that book – (Never Lose a Customer Again)? And then we can go into the new one that you recently launched. •  And your book (Never Lose an Employee Again) focuses on the phases that you should use to try and retain these employees. And those phases are Assess, Accept, Affirm, Activate, Acclimate, Accomplish, Adopt and Advocate. So, can you just give us maybe a brief summary on each of those and why it's relevant?  •  Could you share with us what are some of your favourite things you've seen brands do to create the kind of culture that you're talking about where employees are advocates? •  What is the one online resource, tool, website or app that you absolutely cannot live without in your business? •  Can you also share with us maybe one or two books that you have read, could be books that you read like a long time ago, or even ones that you've read recently, but they have had a great impact on you. •  Now can you also share with us what's the one thing that's going on in your life right now that you're really excited about? Either something you're working on to develop yourself or your people. •  Where can listeners find you online? •  Now, Joey, before we wrap our episodes up, we always like to ask our guests, do you have a quote or saying that during times of adversity or challenge, you will tend to revert to this quote if for any reason you got derailed or demotivated, it kind of helps to get you back on track.   Highlights   About Joey's Books – Never Lose a Customer Again & Never Lose an Employee Again  Me: So, let's start off with a little bit about your first book, Never Lose a Customer Again, for those of our listeners that may have just recently started listening to our podcasts and unfortunately weren't able to tap into that awesome episode. Could you tell us a little bit about that book? And then we can go into the new one that you recently launched.   Joey shared that so about 5 years ago, he wrote a book called Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days. And the premise of this book is that we spend so much time trying to find new customers that we forget to pay attention to the customers that we've already acquired, people who have already raised their hand and said, “I want to do business with you.” The premise of that book is based on some staggering research that they both did, and came across that showed that somewhere between 20% and 70% of new customers will decide to stop doing business with you before the 100 day anniversary of becoming a customer.  So, as quickly as you're bringing customers in the front door, they're running out the back door. And the book outlines a framework that's based on 20 plus years of his experience as a consultant and speaker and agency owner. And it outlines a framework for how do we navigate our customer through eight phases of a journey, where we're creating the kind of remarkable experiences that will keep them coming back for more.    Me: Alright, so before we actually started the official recording, you and I were kind of having an informal discussion as it relates to employee experience and your new book, Never Lose an Employee Again: The Simple Path to Remarkable Rention, really focuses on what are some strategies, what are some tools, you've provided us with a great framework as to how it is that organizations can keep talent that is really impactful to the organization and they won't leave, because at the end of the day, the employees grow, the company grows. So, can you tell us a little bit about this book? And then I have some more specific questions I want to ask you based on my own reading as well.   Joey shared that he often thinks of customer experience and employee experience as being two sides of the same coin. We can't expect to have a remarkable experience for our customers if our employees aren't delivering that remarkable experience.  And the way our employees deliver remarkable experience is they have a context for what that is and they have a framework for how to continue to deliver that to the people they serve. Interestingly enough, when he set out to write this book, he had that first 100 days research from his first book in mind, and when he went and looked at the parallels in the world of employee experience, he found that they were shockingly similar, that same significant percentage of people who leave as a new customer in the first 100 days was mirrored in the world of employees who start a new job, and then quit that job before the 100 day anniversary.  In fact, depending on which research you looked at, it was again somewhere between 20% and 70%. And these numbers he found to be absolutely staggering. He thinks many organizations have felt the pain of an employee leaving, but very few organizations are paying attention to the speed at which employees are leaving, and the myriad reasons why employees are leaving so that we can hopefully develop frameworks and structures and philosophies and methodologies that will keep our employees engaged and retained for the long term.    Never Lose an Employee Again – Phases You Should Use to Try and Retain Employees Me: Yes, and your book (Never Lose an Employee Again) focuses on the phases that you should use to try and retain these employees. And those phases are Assess, Accept, Affirm, Activate, Acclimate, Accomplish, Adopt and Advocate. So, can you just give us maybe a brief summary on each of those and why it's relevant?    Joey stated absolutely. And he'll try to go through these quickly because there are 8 of them, we could spend an entire podcast talking about any one of these phases. But for context before he describes them, the reason they all start with the letter A is he wanted folks to kind of have this thought that if your employees felt you were succeeding in each of these 8 phases, it's like getting straight A's on your report card in school, you're doing a great job, and you're worthy of continuing to be advanced, because you're delivering a great experience.  So, the first phase is the Assess Phase. This is when a prospective employee is trying to decide whether or not they want to come work with you. They're looking at your job descriptions, your want ads, the about us page on your website, the careers page on your website. They're submitting an application, they're going through your interview process, they're sharing their resume, you're doing reference checks, all the things that lead up for an employer to decide whether or not they want to hire this specific person. And the time period where the potential employee is also assessing whether or not they want to join your enterprise.  We then come to phase two the Accept Phase. In this phase, the employer extends an offer, and if we're lucky, that desired candidate accepts our offer.  We then move to the Affirm Phase. Now, this phase occurs immediately after the new employee has decided to accept the job offer. And he's sure all of Yanique's amazing customer experience experts are very familiar with the concept of buyer's remorse. What they may not be as familiar with is the concept of new hires remorse. It's the same thing as buyer's remorse, it's scientifically proven that this happens anytime someone accepts a job offer, they begin to doubt the decision they just made. And in the affirm stage, we need to reaffirm their choice to counterbalance that fear and doubt and uncertainty they're naturally feeling and in their new hires remorse stage.  We then come to phase four, the Activate Phase. Now, of all the 8 phases, this is the only phase that is limited in its duration, first day, and that day is the first official day on the job.  What is it like you come to work for that first day?  And in the immortal words of country music legend Bonnie Raitt, “Have you given us something to talk about?” Because every employee is going to go home that night to their spouse, their significant other, their children, their parents, their roommate, whoever it is in their life, and that loved one, the first question they're going to ask when they come through the door is, how was your first day at work?   How are your employees going to answer that question? Have you created such a remarkable experience on that first day that they have something to talk about?  We then come to the Acclimate Phase, phase 5. Now, the acclimate phase starts on the second day on the job and can last for weeks or even months as the new employee gets used to your way of doing business. They learn the various roles and responsibilities they're going to have, they understand better the requirements of what they're supposed to do, they understand the relationships with their co-workers and colleagues, and how all those pieces fit together for them to be great at their job. They're also learning your tools and your cadence of communication, and the chain of command and the various things of how your business operates. We need to hold our employees hands while they acclimate to the job and too many employers just kind of push the employee into the deep end of the swimming pool and say, “Well, just go ahead and swim.” Instead of taking care of them and making sure they understand what's happening.  We then come to phase 6, the Accomplish Phase. This is when the new employee achieves the goal they had when they originally decided to accept your job offer. See, every employee has a vision of what this new career will be like. Whether that will be more responsibility, more autonomy, more opportunities to develop new skills, they have a vision of what they're hoping to accomplish. The challenge is most employers not only don't know what that vision is, but they're not paying attention to the employees progress as they track towards achieving those goals. If we don't do that as organizations, we can't celebrate with our team members when they accomplish their goals.  We then come to phase 7, the Adopt Phase, this is when the employee becomes loyal to you and only you, they're committed, they're not going to look for jobs elsewhere, they're not listening to those calls from head-hunters or recruiters that want to hire them away. Almost every business on the planet desires adopters. But what's fascinating is very few businesses do anything to acknowledge when an employee becomes an adopter. We have a tendency to take those employees for granted, even though they are the lifeblood of our enterprise. And if and only if, we've helped to hold our employees hands through those first 7 phases do we have the right, the privilege, the honour of having them transition to the eighth and final phase.  The Advocate Phase, where our employee becomes a raving fan for us, singing our praises far and wide. They're going on glass door and writing reviews. Anytime we have a new position open, they're recruiting their best colleagues, the people they've worked with in the past, the smartest humans they know to come apply for this job because they know it's a great place to work and they want amazing people to work there with them.  The way he always test with business owners who say to him, “Oh, Joey, a lot of our teammates are advocates. And so many of our people are advocates.” He'll say, “Great. Here's a little test to see if that's true or not. The last time you had an open position in your organisation, what percentage of the candidates you interviewed were direct referrals from your existing team members?”   What's interesting is those people who were previously saying, oh, everyone's an advocate….kind of go, well, actually, no one. So, he's like, well, then you really don't have as many advocates as you think you do.  So, those are the 8 phases and the last thing he'll say on this is that when an employee is promoted, they go back to the beginning, they go back to that assess phase, trying to decide, “Is this a promotion I want? What am I going to do? Okay, I'll accept the promotion. Oh, should I have accepted the promotion, I liked my old job. But this new job even though it maybe comes with more money or a better title, it also comes with a lot more responsibility and a new learning curve.” And then we've got to hold their hand and acclimate them. And what happens is the longer an employee is with the organization, the more they cycle through these phases, yet, most organizations aren't paying attention to the fact that the employee is going back to the beginning. And we have an opportunity to reengage and reconnect with them as they navigate through the 8 phases the next time.    Me: I love those phases and I love that question that you asked, like that really puts them on the spot and makes them practically say, “Okay, do we really have advocates in this organization?”   What Brands Joey Has Observed Creating a Culture Where Employees are Advocates  Me: Now, Joey, could you share with us what are some of your favourite things you've seen brands do to create the kind of culture that you're talking about where employees are advocates, especially in this remote driven world that we have, I mean, the pandemic and COVID has definitely changed how organizations are approaching their business models, many of them are taking on a more hybrid approach. I know, for example, in Kingston, Jamaica here, you do have some forward thinking organizations who genuinely recognize that their employees can still be just as productive or even more working from home but then you find you have some dinosaurs who still believe people need to physically sit in traffic and go to work from 8:00 am to 5:00 pm, and they just need to see the people in the office to know that they're doing the work. But what are your thoughts on that?   Joey stated that Yanique is correct. There's still a lot of dinosaur era thinking going on in many organizations today, despite the fact that we have proven both statistically and across almost every industry on the planet, that remote work is just as effective, if not more effective than in person work. In fact, most of the research and the studies show that when employees work from home, they are more productive, they are more engaged, they are happier, and they feel a stronger connection to the fact that they are able to balance their work with their life.  So, if your organization isn't actively pursuing, at the very least hybrid, if not pure, remote work, he can set a stopwatch for how much longer you're going to be in business. It's just the reality that the landscape has changed. If we were to roll the clock back, and he was to say to you, “Yanique, you can still run your business, but you're not allowed to use the internet.” Most businesses would be like, “Oh, my God, how am I supposed to function?” This is a fundamental aspect of business, remote work, work from home, non-centralized, come to an office work. When we get about, he thinks 10 years down the road, it's going to feel like saying to someone, you can't use the internet, saying to someone you have to come to the office is going to be the equivalent of a shock to the system and a foolish statement as saying, you have to run your business without using electricity, or the internet or a phone. The ship has sailed, this is over.  Now, when you asked him about his favourites, it's kind of a tough question because there are over 50 case studies in the new book from all 7 continents. And so, asking him to pick a favourite is kind of tough, but here's what he will tell you is a common thread, especially amongst the organizations that are recognizing the benefits of hybrid and or remote work. And that is that in an increasingly digital era, the smartest companies in the planet are making sure to invest in analogue interactions to attach to and be compatible with their digital interactions. What does he mean by that?   Well, if you've got everyone working remotely, and you're not having that office water cooler time, and you're not having everybody come to the same office, while it is beneficial for your productivity and your engagement and your employee happiness, they're still humans. So we need to find ways to build additional connection with them, that transcends the digital sphere. So, that could be sending gifts to their house, it could be hosting in person events every once in a while maybe, a group gathering twice a year, most of the research shows that if you have a fully remote team, you should strive to get together in person at least twice per year with the whole team.  But here's the secret on that, it's not about getting together in person to have meetings and to do work, it's about getting together to create connection. So, one of the companies that he profiled in the book is LEGO Corporation. Most folks listening are familiar with LEGO the children's toy, or the adult toy in his case, he loves building, he was building LEGO sets this weekend. And his 2 boys who are younger came up and they were like, “Daddy, can we help build too?” To show you, he was building on his own and then they wanted to play and he included them, and it was great fun.  But LEGO does something where every year they have a play day. Now, LEGO is a company that makes toys. So, of course they believe strongly in the concept of play. And every year they shut down all of their offices globally, for a full day, all their stores, all their corporate headquarters, all of their factories, and everyone comes together and what do they do that day?  They play, that's all they do.  They don't have team meetings, they don't talk about the vision of the future, they just play. And in interviews with LEGO employees globally, when you ask them what one of their favourite kind of traditions or rituals within the organization, they say that the LEGO Play Day is something they think about all year leading up to it. Humans are not that complicated, we like the idea of social interaction, we like the idea of play, we like the idea of getting to know people personally so we can have a personal and emotional connection with them, not just a work connection.   Me: I agree. That kind of dovetails nicely into my next question, Joey because with your new book, Never Lose an Employee Again and I find a lot of times when I talk to some of my clients, especially not necessarily those who are in a HR function, but even the business owners themselves. They will grapple or struggle with the fact that if they're losing employees, they believe it's a lot of times monetary. And I have found that a lot of times when an employee has reached a point where they're resolute in their decision to say I want to leave this company and go somewhere else, even if they're offered more money, they still wouldn't stay, they'd still leave. So, I believe that a lot of them would look forward to more non-monetary benefits, like simple to the example you gave about LEGO, a simple play day something that people look forward to, it's our sense of community, you get to meet and connect with people. And to me, there is no dollar value that you can put on those types of experiences. So, I guess my question is do you agree with me?   Joey stated that only 100% does he agree with everything Yanique just said. It's really fascinating, if we look at the research that has been done on why employees leave, the typical study on why employees leave is based on a sample set of somewhere between 200 and 500 respondents. Now, if you know anything about statistics or anybody listening has experience with statistics, a sample set of 200 to 500 results is not nearly as robust, as if that number were larger, and arguably significantly larger.  In doing the research for the book, they came across some studies that had been done by the Work Institute, where they interviewed 234,000 employees who were quitting their jobs and asked them, “Why are you quitting?”   Now, many business owners around the world will say, “Well, my employee quit because they got more money somewhere else are someone's going to pay more money somewhere else.” They make it all about the dollars, all about the money. But the research doesn't show that to be true. Only 9% of employees globally, quit for more money.  So, then that led him to wonder what about the other 91%?  Why are those people quitting?  And what this research found from the Work Institute was that the number one reason, the greatest reason given 23% of the respondents, so almost two and a half times the number of people quit for this other reason. And that reason was, they didn't see a clear path forward for their career at that organization. They didn't know what their next job was going to be. So, when we as employers, an employee comes in, and they're like, “Oh, I'm going to leave” and we're like, “Oh, we'll pay you more, we'll give you more benefits, we'll give you a better title.” These are not the things they're looking for. So, it's kind of like we're offering them things that at this point in the game really don't matter as much. And it almost feels insulting, because we're not listening to why they're leaving.  Instead, we need to move the conversation forward. We need to have the conversation before they come to us saying, “I want to quit” and have a conversation around…. “What are your goals as an employee? We have goals for you as your employer, things we'd like you to do. But what are you hoping to accomplish in your life? Are you trying to get out of debt? Are you trying to be more fit? Are you trying to start a family? Are you trying to buy a house? Are you trying to take care of ageing parents? Are you trying to go on vacation? What are the things that are goal? Are you trying to run a marathon? What are your goals? What are the things you're hoping to achieve?"  And then as employers, we need to look for opportunities to support our people in those goals as well. See, for all too long, he thinks we've had this belief, “we” meaning most organizations globally, that well, there's business and there's personal. And when you're at work, we've just want you to focus on the business, don't bring your personal life to work. But what's interesting is almost every employer on the planet expects you to think about work when you're not at work. They expect you to answer emails, to have your phone on you, we need you to work a couple hours late or if you're going on vacation, we might need you to do one or two calls.  The business has no problem asking the employee to chip into their personal time to do business related work. But God forbid we ask the business to allow the employee to chip into their business time to do personal things. For some reason we think that's offensive or improper.   Humans are humans, he would posit this, the employer of choice in the future is going to be the employer who pays as much attention to what happens in their employee's life between 5:00 pm and 9:00 am as they do compared to what happens in that employee's life between 9:00 am and 5:00 pm.    Me: Agreed 100% Joey, I am there with you.   App, Website or Tool that Joey Absolutely Can't Live Without in His Business When asked about online resource that he cannot live without in his business, Joey shared that since the last time they had a podcast was about 5 years ago, he must confess he's not 100% sure of all the specific answers he gave then. But the one online tool that he's using right now that he finds increases efficiency and productivity, but also makes for he thinks a pretty great experience is the online scheduling tool Calendly.  And the reason why he loves it, because often, as he's sure you do, he has folks saying to him, “Joey, we'd like to arrange a time to connect, we want to have a call, we want to talk about a project, we want to talk about a future speech.” Because he spends most of his days giving speeches. “We want to interview you for a podcast.” Whatever it may be, when he can send them a link that allows them to see the days he's available and it syncs up beautifully with his calendar, it makes everybody's life faster, and more efficient, and more seamless. There isn't the back and forth of, “Well, what about next Tuesday at three?” “Oh, I can't do that.” “What about Thursday at nine?” “Nope, I can't do that.” “What about the following Tuesday?” And it makes things work better, so he's a big fan of Calendly.   Books that Have Had the Biggest Impact on Joey When asked about books that have had a great impact, Joey jokingly stated that this is a completely unfair question only because he loves reading books. He tries to read a book a week, there are so many wonderful, wonderful books out in the world that he absolutely loves. So, he'll give an example of a book that is in the customer experience space, because he knows a lot of listeners spend most of their time in the CX space. And then he'll give one that's in the employee experience space since that's what they've been talking about.  So, in terms of the customer experience, he absolutely loved the book Creating Superfans: How To Turn Your Customers Into Lifelong Advocates by Brittany Hodak. An amazing book, it's been out not even a year yet, it came out earlier this year in January of 2023. Fantastic book, incredibly well written, Brittney Hodak is very much an emerging but also a well-established voice in the CX space. She's smart as a whip, she's got an amazing story. She's incredibly talented. If you're not paying attention to Brittney Hodak and if you haven't read her book, Creating Superfans, go check it out, you will not be disappointed.  Now, on the employee experience side, he would look to the book, How to Work with (Almost) Anyone: Five Questions for Building the Best Possible Relationships by Michael Bungay Stanier. Now, what he loves about Michael's book is it helps us with very practical tools for creating better connection, and better relationships with the people we work with. It's a fast read, but it's a powerful read, how to work with almost anyone.  Michael is smart as a whip, he's an amazing human being, he's been there, done that, got the T-Shirt. And he just has a really tactical, yet powerfully thoughtful premise in this book, that we need to be spending more time investing relationships we create with our colleagues and our co-workers and really diving into the relationship side instead of just, “Oh, well they work at the same place as I do. And so, we have to interact with each other.” He's about building the relationships. So, How to Work with (Almost) Anyone by Michael Bungay Stanier is absolutely fantastic.    What Joey is Really Excited About Now! When asked about something that he's really excited about, Joey shared that there's so many. He's an excitable guy, you probably pick up on that and anybody who's listening to the conversation. There's so many things he's excited about, right now he would say the thing that he's most focused on is getting the word out about this new book. He's so excited about the response, the book debuted at number 5 on the Wall Street Journal Bestseller list. There is clearly a need for employee experience enhancement globally. And just the chance that he gets to speak at events, to do workshops for individual companies to help them get better at both engaging and retaining their people has him incredibly excited.  They're delving into exploring creating some customized workbooks that folks will be able to avail themselves of and purchase that are going to really bring the ideas in the book. He likes to think the book stands alone by itself and that it gives you as Gary Vaynerchuk would say, it gives a high picture strategy, but it's also tactical on the ground thing you can do. One of the challenges of writing the book is that you can't fit everything you want into the book because otherwise the book would be 10,000 pages long. So, he's excited to create more tactical tools that people can use on an almost weekly basis. Like what is the thing we're going to focus on making our employee experience better this week and give people those kinds of ideas and suggestions so that we can make it more fun to go to work. We can create more play, we can have more excitement with the things we do.  Yeah, you mentioned something about Gary Vaynerchuk just now, but you chipped out for a bit. So, could you repeat that part for me, please? Joey stated that he was going to say, Gary Vaynerchuk has this really interesting concept of dirt and clouds. This idea that we want things that are very tactical and practical that we can do down in the dirt, but we also want big picture strategy. We want things that are kind of in the clouds, kind of the 35,000 foot view and it's something that he really tried to create in the book, which is there is strategy in the book, but there are also really tactical things you can do. One of the things he's excited about is adding even more examples on the tactical side available as workbooks and downloads and things like that that people can access to continue to work at enhancing their employee experiences on an ongoing basis.    Where Can Listeners Find Joey Online? Never Lose an Employee Again: The Simple Path to Remarkable Retention – Hardcover – e-book – Audiobook Website – www.joeycoleman.com LinkedIn – Joey Coleman               Quote or Saying that During Times of Adversity Joey Uses When asked about a quote that he tends to revert to, Joey stated that he doesn't necessarily have a quote that he comes to, but in those scenarios, he likes to try to get very clear on what the situation is they're dealing with. Let him explain that a little bit. He used to be a Criminal Defense Lawyer, and so his job used to be to keep the wrongfully accused out of prison. And if he misspoke, now he's a full time professional speaker, but in those days, speaking in the courtroom, if he misspoke, someone went to prison. And that usually meant they went to prison for a long time. So, whenever he's faced with a challenging situation, he asked himself two questions. Number one, “Did anyone die in this scenario we're dealing with? Is there a death that has happened?” And thankfully it's very rare that he would ever answer that question yes, usually no one has died. The second question that he ask is, “Did anyone go to prison without the possibility of parole in the future?” Because if you go to prison without the possibility of parole, you've got a really big problem. If someone has died, you've got a really big problem. But if no one died and no one went to prison without the possibility for parole, you actually don't have that big of a problem. You've got a situation, you've got a circumstance, you've got something you maybe need to focus on or address.  But he finds that that criteria of evaluating the situation allows him to keep some perspective on how much he should be getting worked up or frustrated or angry about a scenario. And instead say, “This could be a lot worse. This is a challenging time to move through. But the consequences aren't that terrible and irrevocable that we're not going to be okay on the other side.”   Me: I like it. I've asked this question to over 150 guests because we're approaching close to 200 episodes for this podcast. And it's amazing that most guests would give maybe a motivational quote, not necessarily ask themselves a question. So, it's interesting the perspective that you take because then you're able as you identified to really recognize is this really an issue that we need to be raising our blood pressure and losing our mind, or can we just adjust our approach and decide, okay, we're going to tackle it this way, these are steps we're going to take and this is how we're going to approach it.  Joey stated that's definitely what he tries to do because he agrees with Yanique. There are very few things that we should be raising our blood pressure in a negative way. If your heart's beating faster because you're inspired, you're eager, you're in love, you're feeling those things, great. But if your heart rate is raising because of stress, because of worry, because of fear, he thinks there's an opportunity to approach the situation from a different perspective to kind of keep things a little more calm.   Me: Thank you so much for coming back on our podcast. I just want to express my greatest gratitude to you. And of course, congratulations again on your new book, Never Lose an Employee Again. I think it really will be a great complement to your original book, Never Lose a Customer Again. You brought up some excellent points, really practical stuff that employees and employers across different parts of the world in different industries can definitely think about, hope everyone that listens to this episode will go and grab a copy of your book as you mentioned in whatever version they like to listen to it in, whether it be audio or e-book or the physical book where they read. But it was really, really insightful. I love these types of conversations that get me excited, it doesn't even feel like I'm doing a podcast, it feels like I'm sitting down with a friend having a cup of coffee or a nice glass of lemonade and just having a great conversation. And these types of conversations really fulfil my soul, makes me feel good inside. So, I hope it was as fun for me as it was for you.    Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Links ·  Never Lose a Customer Again: Turn Any Sales inot Lifelong Loyalty in 100 Days by Joey Coleman ·  Never Lose an Employee Again: The Simple Path to Remarkable Retention by Joey Coleman ·  Creating Superfans: How To Turn Your Customers Into Lifelong Advocates by Brittany Hodak ·  How to Work with (Almost) Anyone: Five Questions for Building the Best Possible Relationships by Michael Bungay Stanier   The ABC's of a Fantastic Customer Experience Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners  Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.” The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!  

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. 

Lesley interviews Brittany Hodak, a famous keynote speaker and author of "Creating Superfans” on this episode. She shares what inspired her to write the book and some personal anecdotes to take your business to the next level and build a loyal customer base. If you have any questions about this episode or want to get some of the resources we mentioned, head over to LesleyLogan.co/podcast. If you have any comments or questions about the Be It pod shoot us a message at beit@lesleylogan.co . And as always, if you're enjoying the show please share it with someone who you think would enjoy it as well. It is your continued support that will help us continue to help others. Thank you so much! Never miss another show by subscribing at LesleyLogan.co/subscribe.In this episode you will learn about:Brittany Hodak's journey of writing her book, Creating Superfans.Author identity and how to cope with overwhelmThe impact of Creating Superfans on different industriesThe role of customer satisfaction in generating referrals and ultimately growing a business.The value of audience feedback and adaptability in content creationEpisode References/Links:Follow Brittany on IGCreating SuperfansPage Two BooksTime Genius Online Course by Marie ForleoShiv Singh on IGThe Big Leap by Gay HendrixGuest Bio: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.”  If you enjoyed this episode, make sure and give us a five star rating and leave us a review on iTunes, Podcast Addict, Podchaser or Castbox.Be It Till You See It Podcast SurveyBe in the know with all the workshops at OPCBe a part of Lesley's Pilates MentorshipWaitlist for the flashcards deckUse this link to get your Toe Sox!ResourcesWatch the Be It Till You See It podcast on YouTube!Lesley Logan websiteBe It Till You See It PodcastOnline Pilates Classes by Lesley LoganOnline Pilates Classes by Lesley Logan on YouTubeProfitable PilatesSocial MediaInstagramFacebookLinkedInEpisode Transcript:Brittany Hodak: [00:00:00] I wanna take what I think are all the most important business lessons and package them in a way to where whether somebody is like 17, starting their first job or 70. Whether they love business books or have never read one in their life, will pick up this book and feel like they're having a conversation with a friend.I wanted to feel like you had a friend who was like, Hey, here's all the stuff that's worked really well for me that I've seen work really well for other people, and the research to back up why that works.Lesley Logan: Welcome to the Be It Till You See It podcast where we talk about taking messy action, knowing that perfect is boring. I'm Lesley Logan, Pilates instructor and fitness business coach. I've trained thousands of people around the world and the number one thing I see stopping people from achieving anything is self-doubt. My friends, action brings clarity and it's the antidote to fear.Each week, [00:01:00] my guest will bring bold, executable, intrinsic and targeted steps that you can use to put yourself first and Be It Till You See It. It's a practice, not a perfect. Let's get started.All right, Be It babe, I will get ready cuz this is like a podcast where two friends who have never met, basically just share amazing stories back and forth. I am so excited for you to hear the amazing words of Brittany Hodak, the author of Creating Superfans. Um, whether or not you are in business or you want to be, this book is really fun and I want you to hear her journey.So even if you don't wanna read the book, which you're gonna wanna read it at the end of this podcast, I want you, if you've ever wanted to write a book or start a podcast or start something that has content creation that's gonna take some time. I want you to hear her journey. I want you to hear how she, the twists and turns that were in there.And then also like what she considered when she was bringing this to [00:02:00] fruition. Because you can see yourself in this story, and that's the point of this podcast, is just like you can see yourself in the different stories of our guests. Also, I just really genuinely think you're going to love her and she is the first guest to quote her child at the Be It Pods, uh, Be It action item.If you wanna hear that, that is a reason to listen to this. But at any rate, you're gonna love every word that comes out of Brittany's mouth. I'm just so grateful to have been introduced to her by someone else so I can bring her to you. And our agency members got to experience all of her amazing words already, and so amazing people like her are who we love to surround ourselves with because they make us better.And I am excited to bring her around you cuz you're going to love it and Be It Till You See ItAnd stick around to the very end because we got some outtakes that's been happening. There's always outtakes. Um, and the team does collect them for bloopers on the YouTube, but uh, we're adding them into the end of the pod because you know what you need to know that we are not perfect. You're not perfect, and we're enjoying the process and we are enjoying that.[00:03:00] So have a good laugh on our behalf. Love you.All right. Be it babes. I am so excited. Thank goodness for amazing women who do amazing introductions because today's guest is actually an intro from a past guest that we had, and, um, I'm so grateful that Hillary connected us because I one Brittany Hodak is our guest today.I'm just gonna like say your name. So I'm gonna say this like fangirling right now. I love your book. Creating Superfans is just so fun, so fun to read. I read it on the beach in Mexico, like I made my whole team read it and I'm just, I think what you're doing is actually breaking down things to make things easier for people to have the business they wanna have with the right fans they wanna have.And so thank you Brittany for being here. Can you tell everyone who you are and what you're rocking at these Brittany Hodak: days? Well, thank you so much for having me, Lesley. I'm so excited to be here, and I'm so glad that you loved the book. These days, I'm out there spreading the word about this book. It was my baby.I worked on it for so long. It came out into the world earlier this year in January, and I am just so [00:04:00] excited that people are discovering the message. I am obsessed with customer experience. I think it's the most fun, most important. Honestly most exciting thing about business and I am on a mission to help indoctrinate everybody else to feel that exact same way.Lesley Logan: Yeah, I think that's a, it's almost like the thing that people think about last, which is so weird. They're like, okay, this is the idea I have and I wanna do it. And then they, they don't actually see it from the user's perspective. And it can be as simple as you guys, it could be as simple as your customer experience is like the scheduling tool.Like nothing drives me like more insane than not having one. Cuz when I wanna book with you. I just wanna book with you. And then if your scheduling tool sucks, I can't. So, um, so I think that's really cool. Yes. So important. We have so much we can get into, but first I just wanna say like, you wrote a book.Was that like just the craziest thing to endure? Did you have to quit everything to get it done? How long did it take you? Brittany Hodak: Well, so it's [00:05:00] actually kind of a funny story. We always like think we have our plans and then life lets us know otherwise. I had started writing this book at the end of 2019 and my second son was born in May of 2020, so I knew that I was gonna be too pregnant to fly for like the month and a half or so before he was born.So I had my calendar full of keynote gigs from January to March of 2020. And then I was like, I'm gonna spend March and April finishing this book. Like it's gonna be great because my then three year old was in daycare, so I was like, oh, it'll be perfect. And then of course the world shut down and that did not happen.And so then, not only was I like home with a three-year-old every day, but then when my son was born, I was home with both of them because you know, back then, yeah, everything was still like so uncertain about Covid. We were like, we don't wanna send the older one back to preschool. So I got no writing done, and then at the beginning of 2021 a speaking client of mine who had hired me a bunch of time was like, please, please, please come help [00:06:00] us relaunch our brand. They were rebranding to experience.com and they wanted me to come be their Chief Experience officer. And I was like, well, that does sound very much in alignment with what I do and what I care about, so I spent most of 2021 at experience.com. And so it wasn't until like the end of 2021 that I got back to writing the book. And when I did that I was like, oh, I wanna rewrite everything. I wanna redo all of it. So I ended up writing over a hundred thousand words for this book that is like 57,000 words long.So there is so much that I wrote so much that I did the. First draft that I sent to my publisher, I sent in like January or February of 2022. And then we were working on it all year long. It printed in October of 2022, and then it was in stores in January of 2023. So it was a really, really long process.And now every time somebody tells me they wanna write a book, I'm like, have you thought of starting a podcast? [00:07:00] Because there's merit to that too. Lesley Logan: I, 100% understand this, and I thank you for sharing that because I think sometimes people. I think most of our listeners have a story similar where they had this plan, they had this beautiful plan in Covid or whatever, and then they had another opportunity that they took and they almost get upset at themselves for not doing the original plan or giving, not giving themselves base space and grace and like obviously you taking that job at experience.com allowed you to even get more ideas, more experience for how you want this book to land. And so your book was born when it was supposed to be born and also at a time when people can have customers that can experience something, you know, and all those things. So I think, um, I think it's just really nice to hear from someone that it's not a perfect journey and like there are some detours and they actually enhance the thing that you wanna do.And yes, as someone who wrote a book 10 years ago, uh, it's only in this last like few months and I'm like, okay, I could [00:08:00] fried another one. Like it's say, gimme 10 years to go. You know, I think I'm healed. I'm from, I'm not journey. Brittany Hodak: Yes. Well it's so funny cuz people are already asking me like, when's your next book coming out?And I'm like, uh, 2027. Mark your calendars because it's like once you write it, I feel like, first of all, I feel like right now we're at this moment where there's so many people who are like, I'm gonna write a book. And they wanna do it as like a business card and they don't put a ton of thought into it.Or they hire somebody who does a lot of the work and there's nothing wrong with that at all, but, like those people aren't looking at the long game like they're saying like, I wanna have a book, not, I wanna have her book and promote it for years and years and years. (Lesley: Yeah). Like part of why I was so excited for this book to come out in January is so that all year long, I can call it my new book.Like my new book that came out this year because you know, as customers when you find out about something, it's new to you. [00:09:00] Like it doesn't matter how old or new it is. Like I just started watching some series on Netflix the other day, uh, called You with Penn Badgley, which is like very fascinating.He's a serial killer. It's. Very ...(Lesley: Oh, oh I was up my alley. I'm excited.) Yeah. No, it's a, it's a really good show. Um, but I was like telling some of my friends and they were like, yeah, Brittany, the show is like six years old. And I was like, I know, but it's new to me cuz none of you ever told me about it, even though you apparently were all enjoying it for years.So it's the same with the book. Like, I wanted to write a book that would be really approachable and really accessible and feel really timeless so that if somebody was reading it when it came out, or if somebody's reading it in like 10 years, it still feels like it's really, you know, applicable to what's happening.Lesley Logan: Yeah. I mean like the, um, As I was reading it, what I loved so much is that there, there are so many different things you can take out of it. Like I said earlier, we're having people on the team read it. They don't actually run the company, but if they can understand the process, you talk about like with apathy, like I literally [00:10:00] have like on my computer, it's like a post.Like where can apathy like are you like, are you like that for apathy? And so it's like I just want the team to understand that process so they can go in this part right here that I'm responsible for, this is where apathy can happen, you know? And I want the people on the team to think about that.And that doesn't matter if people are using AI now or if people are doing things in whatever metaverse they're trying to force us all into. Or if it's like in real life that is, that word is transcendent. So I think you did a really good job there. Um, and that way it can be your new book all year long, but it could be someone's new favorite book next year, you know?Brittany Hodak: Well, thank you. Yes. I hope lots of people will continue to discover it. To discover it. The thing that's been so amazing. And like so touching and so exciting is how many people have told me kind of like you, like I read the book and then I bought it from my team, or I read the book and I ordered it for my clients.Or people are telling me like, oh, my friend her who heard about it from her friend who heard about it from her friend told me [00:11:00] to get this book. And so it's just been really, really cool. It's, you know, like watching your little baby go out there into the world and make ripples. So yeah, it's been really fun.Lesley Logan: So I. I wanna go to like, cuz it's like a whole new hat to wear, right? Like, you have, you, you have had incredible journey and we don't, I mean we could talk about your incredible journey for hours cuz you've just done so many amazing things. But you know, going from like, Like chief experience officer of all these amazing places to I'm gonna put myself in a room and write a book that takes like a, that's a whole different identity. Um, was it an easy identity to step into? You're like, yep, I can sit down and write this book, I'm so ready. Or did you struggle with any mindset things going on there? Brittany Hodak: So I think a little bit of both depending on the day.Um, I have always loved books so, so much like when I was a baby, I took books into my crib with me. Like it's funny, I was a baby in the eighties where it was like how many pillows [00:12:00] and padded things can we put in the cribs just like these little, like sleep death traps. Um, but I never wanted to take toys into my crib with me.I always wanted to take books and I had my favorite books and I just have always loved love books. So I've wanted to be an author like my whole life. Like my mom was sending me pictures of my school book where it's like every year you had to say what you wanted to be. Mine was always like author and astronaut.Like, that was what I wanted to do. So I'd been like ready. And I think because of that I had put so much pressure on myself, like I'd built it up over like decades and decades and decades and decades to where when it was time to write it, I was like, it has to be so good. And I also didn't ask for nearly as much help early on as I should have, and I worked with an amazing publishing company called Page Two and they really helped me through like the different rounds of edits and design and thinking about like how we wanted the book to feel and look. But early on I was like, I have to do this myself. Like I thought like to be [00:13:00] an author it meant like you're doing every single part of it entirely on your own.And then I realized that was like very unsustainable and luckily I have an amazing chief of staff named Alex on my team who was able to like get into the draft and be like, oh, I think this point would do really well like in this chapter that you're writing or, oh, you kind of talk about this and you say like research to follow.Like do you want me to give you some options for research that would really like back up this point? So between Alex and the team at Page Two, I quickly realize that like if you're gonna step into that author identity, it means asking for help and having a really great team around you, which I think is honestly true of like all things in life that are worth doing.Right? Lesley Logan: Yeah. I was just thinking in like, Um, I had just interviewed someone, uh, earlier today and she said, like I said, what are the five mistakes you see people making in like their business? And she said, oh, trying to do it all themselves. Like, I think so often people, and people also project this on, I'm sure this happens to you.It happens other times. Like, oh my gosh, you do so much. How do you do it all yourself? And I'm like, [00:14:00] I really don't. Like when our websites went down, they were down for. Whole six days. Like, no, like six days, like is like 1999. No, no way of doing. You couldn't go on our website. They did not exist. And um, people are like, are you doing okay?And I'm like, well, I can't actually fix them. So I'm doing pretty great cuz I have a really awesome team. I trust them a lot. And I'm over here just like fielding the customer service stuff cuz I can actually talk to people. I know how to do that, but I can't, can't stress about those things. And so I think people will look at you or look at people that they admire and go, oh, they did it all on their own, even though you have a whole team. So I think it's great that you were able to lean into them and see how they could enhance the whole experience too. Brittany Hodak: Oh yeah, absolutely. And I think it's so key for people to have those teams around them, whatever that looks like, whether you're just starting out and that means you have like a virtual assistant a few hours a week, or maybe you have full-time help, but y you've gotta have that.[00:15:00] And something that I wish I had done years ago, uh, you know, Marie Forleo. ...(Lesley: Oh yes. Oh yes.) So for year, like a couple of years, people were telling me like, oh, I took Time Genius, which is one of the courses she offers. And like, it was so transformational. And I just always thought like, isn't it about time management?How could time management course be transformational? So I never did it. And then right after my book came out, I was flying all over the place. I had, I think I had like 17 events in the first eight weeks of the year. Like it was bonkers. Oh gosh. It was like, my gosh, I would wake up and I was like, what city am I in?What city am I going to? I actually had an Uber driver take me to the wrong airport once because I was somewhere in Pennsylvania and to get me to the next place, it was like, I was going to another city, but I told him the wrong one. I said like Lancaster instead of, oh my goodness. ...(Brittany: Something else.Lansdale or something else.) Yeah. So I was in Hershey, Pennsylvania and I went to the wrong airport to get to like, I don't [00:16:00] know, Boston or wherever I was going. So anyway, it was stressful. Yeah. Dallas, I don't even know where I was going. Um, so anyway, I was like very overwhelmed and so I signed up for Time Genius, which is like an online course.And at the beginning there was something that Marie Forleo said that totally was a paradigm shift for me that I was like, oh my gosh, I wish I had heard this years ago. So I've been repeating it everywhere I can, and it was just the simple mantra of "I don't do overwhelm." Like, so when you find yourself starting to get overwhelmed because of time, because of your schedule, because what you have to do, just reminding yourself that it is a choice to be overwhelmed or not overwhelmed because worrying in the moment about like all the stuff that you can't do right now, I. Is not beneficial. Like it doesn't help that task get done better. It's like not great for your nervous system. It's not great for your mental state. Like it's just not great. So when you find yourself starting to like freak out about all of those things, you know, kind of telling yourself [00:17:00] like I. Right. I know and I'm gonna address those when I have time to address those, but right now I'm making dinner, or right now I'm playing with my kids or doing this client meeting or whatever.So those four words, I don't do overwhelm, have like changed the way I think about my schedule and I wish I had heard them years ago. Lesley Logan: I am, I love this so much. My brain, my brain was like thinking of something else that this all kind of goes to. So I'll, I'll take everyone on the journey my brain just went to, first of all.Yes, I love that because you, your brain doesn't wanna be in dissonance. So like when you say that, and if you say, especially if you say out loud, like you're, you can't start doing overwhelming stuff cuz you just said, I don't do that. The other thing is, um, a lot of times, um, As we are going outside of our comfort zone, which like 17 trips and like so few weeks and all these things, like if you're not used to doing those things, it's like outside of the comfort zone.And yes, it's exciting. Yes, it's everything you want, but there's the book, the Big Leap with Gay Hendrix. I'm not sure if you're familiar with it, but he talks about the things that we do to upper limit ourselves. One of those things that's worrying [00:18:00] or stressing or starting to list all the things that are going wrong.Like just because something is going right and so you can start to do this stuff and by saying, I don't do overwhelm, you can kind of stop that whole upper limiting moment and get yourself into some sort of present being like, I am cooking right now and when I'm done cooking I can go think about that thing.That is overwhelming, but I'm not doing that right now. I love that. What a great, what a great course that's, I'm sure there's more to it, but that's really helpful. Brittany Hodak: Yeah, there was a lot more that was like literally like the first five minutes and I don't even know if I finished the whole thing. I'm really bad at like signing up for things and then doing part of them, but that alone was worth the cost of the course for me. Lesley Logan: Okay. I, um, I want to kind of go to, like, I wanna go back to this reason for writing the book because wanting to be an author is like, you know, Admirable and it's amazing. There should be, I hope there's more and more authors and more and more books out there.I want us to all go back to reading them. And I love that this is a hard back. It's my first hard back in years, so thank you. Uh, but what were you, [00:19:00] like, why did you wanna write this book? What was the, because you could do a podcast or you could just go into a bunch of interviews, I'm sure you have. So like, what was it that the book was solving a problem for that you wanted to have out there?Brittany Hodak: Well, the answer is twofold. One is, you know, I never planned on becoming a keynote speaker. It kind of was like an accidental career that I fell into. Um, I was an entrepreneur. I ran my own business for several years, and because we were invited to go on Shark Tank, I started getting all of these speaking requests.And the more I did it, the more I got feedback from people saying like, you should really do this more. You're so good at this. And. So like, one reason is when you are a keynote speaker, it really helps to have a book because it helps position you as a thought leader. It helps you sort of crystallize your thoughts.It helps you put something out there that people can be like, oh, okay, I get it. I know what you're about. So that was part of it. Um, but really the other part was, so I, I read all the time. I mean, I read like dozens and dozens of books a year. My husband reads like a book a [00:20:00] year, and he doesn't like business books.And so many of my friends are like, I've never read a business book. I've never read like a personal development book, a professional development book, and like, those are my jam. Like I don't read like fantasy novels or you know, Sci-fi, but I love a good non-fiction book. And so as I was talking to people who told me that they weren't readers, I started to ask them Why, like, why don't you read business books?And people are like, they're so boring. There's never any real takeaways, like, it's just such a waste of time. Or I try to read but I fall asleep. So my mission was to write a business book that didn't feel like a business book. I was like, I wanna take. What I think are all the most important business lessons and package them in a way to where whether somebody is like 17, starting their first job or 70.Whether they love business books or have never read one in their life, will pick up this book and feel like [00:21:00] they're having a conversation with a friend. I wanted to feel like you had a friend who was like, Hey, here's all the stuff that's worked really well for me that I've seen work really well for other people in their research to back up why that works.And so that was why I really wanted to write the book, was to be able to prove even through some of the creative choices, you know, like you were talking about, like all the song titles and using color and using like funny pop culture references. I wanted to prove that you could make a business book feel fun and exciting and like something you would recommend to your girlfriend.Lesley Logan: Yeah, I mean, well done. You did it. Um, y'all, if you're, if you're not watching us on YouTube, cuz her, her book is in the, in the background. Um, let me just say like, I literally laughed as I was reading the book because the different chapters are, I think one of 'em is, uh, a title that we've made an, uh, Pilates class on OPC.So I was like, oh, this girl's my jam. But you, you know, I think that you hit something really important. You ask people questions about why they didn't do [00:22:00] the thing that you were wanting to create. And I think that's a great thing for anyone. Maybe you don't wanna write a book, but maybe you wanna start a podcast or maybe you want to, when we, actually, I'll just do a real ex life example.Brad wanted me to create onlinepilatesclasses.com. It's a pilates platform. And I was like, well, they already exist. Like I'm on one, I'm on the number, I'm on the the top one. And so why would we create something that's already out there and. So I just started asking people, do you use it? Like, what do you like about it?What don't you? And people were saying things like, well, I have it, but like, I don't do this, or I don't. And I started to figure out like what was the reason for not having it or why they weren't using it. And I was like, well, if I was gonna create something like it, how can I solve those things, those objections.And so it's very similar and it makes it a, it makes it a lot of fun cuz now I'm solving a puzzle, like how do I create the thing that they, they could like, you know? So, um, that's a really cool experience like, journey that you went through to get the book out there. Um, and so then what are you [00:23:00] like now that you've got this book out,I mean, you birthed the book, it's out there like that probably had to feel so crazy cuz as you mentioned, you've been working on it for years. Um, what are you excited about, uh, this juncture? Like where are you going with this all next? Brittany Hodak: Well, I'm just so excited to get feedback from people, people who work in all kinds of different industries who have reached out to me and have said we've changed the way we do our patient experience at our hospitals, or we've changed the way we do the onboarding of our employees.Somebody told me that they work at a prison and they're like, we need to think about the way that all of the prison employees treat our inmates. And so, ...(Lesley: oh my gosh, Brittany) all these areas. I like never in a million years like would have thought like I was writing a book for this. I met somebody the other day that does industrial concrete polishing, which was, I'm not gonna lie an industry I did not know existed.Um, so it's really fun to hear people say, just like you're saying, like, oh, I felt like you [00:24:00] wrote this book for us. The cool thing about customer experience is it is universal. Like if you have customers or want to this is important and like you should be thinking about this. And so it's been really, really fun to hear all those stories and honestly, I just am excited to continue spreading the word about the book and hopefully helping people change the way they think about their customers and make more money.Lesley Logan: Yeah, and also like when you, and, and, and, and also for those of you who are like, are like, oh, scared of money. The more money you make, it means the more lives you've changed, the more hearts you've like helped. Like it's ...(Brittany: the more people you've helped.) It's, I know, I mean like, I think people can get a little like, um, I'm making money and it's like, especially like the, some of the women I talked to and I'm like, profit is not a bad word actually.Uh, of the curse words that are out there, profit is not one of them. And also like, it's a sign of helping people and like, Every person listening to this podcast wants to help people in a very specific way. And if you figure this out, that you've, you've so well written, [00:25:00] you figure out the customer experience so well, um, you get to help more.I mean, one of the ti I just got this question in my dms today. And it was like, um, should I, what are your thoughts on referral programs? And I was like, well, hello, I don't coach in the dms, you know, blah, blah, blah. Um, uh, but I said, just so you know, like you really just can't pay people to talk about you.So if this is like, this can't be the first thing that you're thinking about when it comes to referrals, and it's because people want referrals, but they think they have to reward people for those referrals and like, There people were referring people to things well before rewards programs were out there y'all.So like that's what I think is so great about your book is it actually helps people see, like you don't actually have to pay the people. You don't have to come up with some great, awesome discount for them. You can actually change the customer experience, so they can't wait to talk about you. Brittany Hodak: Well, thank you for saying that.And yeah, it's a hundred percent true. It's, I think anytime somebody shares a referral [00:26:00] offer or an affiliate offer, there's always a little bit of hesitation of like, is this a hundred percent genuine or is this person sharing it because they like it and they're gonna make 15%? And so there's always that like push pull.Um, and it's funny, like I actually. Is like a little bit random. Um, I, I took my car in, uh, yesterday and like, just for an oil change and they always do this inspection like where, you know, they like send a video of like all the stuff that's wrong. And so the guy was like, oh, you're gonna need to replace your back brakes and you're gonna need to replace your front brakes.And there was like something in the middle of the car that I'd never heard of, like an arm or some, some sort of arm. Um, ...(Lesley: you're like, is the car gonna run right?) And I was like, my car is six years old and it's got like 40,000 miles. Like, it's not like, It's not like what I would think of, my mind is like an old car.So you know, I'm in there for the like hundred dollars oil change and filter change and whatever, and they're like, oh yeah, so like, these are the services we recommend, and it was gonna be like $2,300. And so I immediately was like, I. I [00:27:00] should just buy a new car. Like I don't wanna spend $2,300 on this car that I like, don't even like, um, that I just got cause you know, I like needed a car cuz I'm, I moved from New York to Tennessee and I needed a car and that was, that was like, okay, here's like a dealership, I'll get this car. Um, so I was like, oh, I should buy a Tesla. And I went on the website on my phone. Like, I was just like, oh, I wonder if Tesla has an SUV.Like if they've got to, right. And like 10 minutes later I was like, oh, I just bought a Tesla. It's like, I didn't even mean to like, I was just like, oh, like I wonder what it would cost. And it was like, oh, I, wow. I can like do these wheels. I like this. I like this. So I literally bought like a very expensive car, or s u v, like, like on a whim because everybody who has a Tesla loves their Tesla. Yeah. Like it's all about the evangelism, it's all about that advocacy. And it's so funny cuz I was texting my husband, um, cuz they, this is another very annoying thing about the car company, even though it was [00:28:00] my car when we went together, they put his name and they were like, oh, like we're gonna finance it together.And I was like, I don't know, this is my car. And every single time I do anything for that car even though I've like asked them to change this, it's always under his name. So I'll go in and I'm like, Hey, I'm Brittany. I'm here for an oil change. And they're like, oh, we don't have it, Brittany, could they be under another name?And I'm like, is it still under Jeff? Like, is it, have you not... You're like this customer experience, you just, just so you know, I don't feel seen at all. Yeah, exactly. Like, exactly. So it was so annoying. So I, I was just like, oh, I'm just gonna buy a Tesla. But it's funny because, um, as I was doing it, I was like, wait, I think they have a referral program.So I texted one of my friends and I was like, Dave, do you have a referral? Like I want to like get you credit or whatever. And he was like, oh, I don't even know, like, let me check. And he went into his Tesla app and he was like, it looks like they're only doing it now for solar panels. And I was like, oh, I'm sorry.And he was like, but you should definitely buy one cuz they're awesome. And I was like, okay. [00:29:00] And then when I, my husband's at South by Southwest to speak, so I was like, babe, I bought a Tesla. And he was like, did you go test drive one? And I was like, no, but I've like been in some, um, like, I'm sure it'll be great.Like, look how pretty it is. Lesley Logan: So, but you know, okay. I love this story so much because first of all, here's these people who are like, oh, we're gonna upsell this person on these things. And, and you're like, if I'm missing $2,300, I may as well just buy the, the car that I really want. And like, obviously the experience with them isn't good enough.That makes you wanna keep coming back to them. So you're like, I'm just gonna get this thing over here that everyone raves about. And, um, I, I too, I mean, they, that's what they want. They want us all buying cars off of the internet now anyways. I mean, that's why there's a vending machine of cars by the freeway that I drive past.Um, so, but I also think that's true. Like we, uh, you know, obviously people ask me about Pilates equipment and I, I have to say, I'm like, look, I will be completely honest with you, um, the company that I'm going to say I like, I am also an authorized person to say that I like it. So I actually [00:30:00] k will not tell you that things, but I'll be really honest why I like this one and I will get paid if you use this thing.So just so you are cl fully aware of like all the things around that. Um, obviously my joy and my love for it extends past like the getting paid for it, but it's true, people do wanna make sure that the referral is for a good reason and, and genuine because, and also the people that are now, like nowadays, I think a lot of people are afraid to sell their friends on things after like, you know, the eighties and nineties of MLMs selling their friends of baskets Brittany Hodak: and makeup, tens of MLMs in the 2000 twenties of MLMs.Right. I know they a bunch of people who still have some of those ugly leggings. Oh, were they called LuLaRoe? Lesley Logan: Oh, yes. Oh, yes. Talk about, talk about a UX experience for their sellers. That's a word. That's a interesting documentary to watch y'all. Um, but it's. It's so true and, and I, and I, I get why people ask like, what are the best referral programs?Cuz I do understand that they're like trying to get their clients to talk more about the [00:31:00] things. But what I've always believed, and this comes from the first person to ever talk to me about when I was a Pilates instructor, this teacher came up to me and he said, do you want one of the best advice you could ever have for business?And I said, sure, tell me. He says, get focus on getting one client and making them like your best number one client, and if you get them all the results that they want quickly, you will have a full book of clients. And I was like, okay. So I got this my first client and they're like, oh, I have to reschedule next week.I'm like, can you come Thursday? Can you come? I like, just like I like took that advice to home and then sure enough, they just started referring me people, because people noticed they were standing taller, noticed that they had more flex, like their friends noticed that they were more active, so their friends were just asking them, Hey, what are you doing?They weren't like passing my cards around, and so I think we forget that it's more about the actual people we're helping in the moment and less about the people that we haven't seen yet. You know, like we don't know them yet. And if you can just change your focus, it really can enhance the business and you don't have to [00:32:00] come up with point cards.Brittany Hodak: Yeah. And I think it's kind of, you know, it reminds me of my, my kids. So I've got a two year old and a five year old little boy, and. You know, like most kids, my five year old, like all like wants a new toy and it's like the most important thing. He's like, I want this toy, I want this toy, I want this toy, I want this toy.He gets it and he is happy for like, I don't know, 12 seconds and then it's about the next toy. And he doesn't appreciate the toys he has because he wants that next toy. And I'm trying to like, you know, help him out of that mindset. But it reminds me of the way so many people treat their customers. It's like, you're like, okay, if I could only get 10 customers this month, and then you get your 10 customers and all of a sudden it's like, well, I should get 20 next month. And instead of taking great care of those 10 that you have, you're trying to like look ahead to the next, look ahead to the next. So treating every customer as the most important customer you have does exactly what you just described.Every time. Mm-hmm. And that's why one of the epigraphs, which [00:33:00] that epigraph is a word that I learned when I was writing my book and epigraph is the like quote at the beginning of the chapter when you quote somebody else. One of the epigraphs in my book is by a guy named Shiv Singh, who's uh, right now he's the CXO at Lending Tree, but he's worked for a ton of giant companies in his life.And that epigraph is the purpose of a business is to create a customer who creates customers. And that's exactly what you just described. And if you follow that advice, everything else takes care of itself. Lesley Logan: Yeah, yeah. I agree. And I, I'm sure there's people listening and they're like, Lesley, you have affiliate links. Yes, we do. You can sign up for them if you want to, and you only have to promote them if you want to. But, um, uh, cuz I like paying you when you do. Absolutely. But I, um, I think it's, I really have wanted to make it my focus in everything that we do, like how do we just take care of the people that we have and then when we do things to get new clients, new members and things like that, [00:34:00] I want it to be, I want our members to be like, of course I'm gonna share that.Like I would, I wouldn't even have to ask them. Like that's just always been the thing. And it's not an easy task. Like it sounds easy like we're talking about, like I love that quote so much. And it's like, yes, that's the thing. It is so hard in practice, but if you make that your priority, It becomes easier over time and you can really reap the rewards, um, a lot quicker than just focusing on the next new thing, you know?So you just did an amazing. Amazing job with this. I'm sure there's be more things that come around with this book. I'm sure they'll be, I don't know, merch or checklists. Actually, there's so many, there's so much content that I have, um, in the book I mentioned this URL to where people can go and they can download a playbook, um, to sort of help them go through the five step process that I talk about in the book, which I call the supermodel.And then there's like PDFs of a bunch of pages in the book. But. As we wrote it, like we kept thinking of more things to add and then readers, like [00:35:00] somebody, somebody sent me an email and then like two days later somebody sent me a DM that basically said exactly the same thing, which is, I wish there was a discussion guide cuz I wanna do this for my book club.And we were like, yeah, that's a great idea. So we made a discussion guide. So all of these resources that we keep creating, somebody else was like, oh, I love all of your sales advice, but I'm an introvert and I feel like it's really hard to be an introvert in sales. Have you ever thought about creating the sales or the Introverts Guide to Sales?, and I was like, Nope. But that's a great idea. And a week later we had it and it's up. And so in the resource library is what we call, ...(Lesley: oh my gosh.) It's like there's all of these resources in the resource library because of things that people have like read the book and reached out and said like, can you make this?I That's so cool that your resource library is like an ever-changing organic thing. Um, I, we get that question a lot. Like I'm, cuz my, my husband has, um, a course, like 200 Rejections to Success. He's like, look, he's like, it's a numbers game. You're gonna reject it more [00:36:00] than, than you won't be. But like you, if you get to 200 nos before you have a full schedule, then we really have to talk about you really understand who you're talking to, but you just can't like, just like, you just get better over time.And then we have people like I'm. I'm an introvert, so I can't do that. And I said, well, let me just be really clear. You get your energy by being alone. So you might be shy or might be afraid of rejection, like, but you, like, I, I also like to be by myself to get energy. It is not easy to be rejected nor those things.So I love that you created that for people, because I do think some people will see, they go, oh, it must be easy for them, and then there's a reason why they can't do it. And so you're just like, I took that reason away. Sorry. Here you go. Brittany Hodak: Exactly. Lesley Logan: Oh my gosh, Brittany. Well you are so cool. I am so excited. Um, by the time this comes out, you will already have spoken to our agency members.Um, so y'all, if you are like what? Um, yes. The agency members got to have Brittany all to themselves, um, and you all have to just go grab this book. I swear, even if you [00:37:00] think I'm only gonna have like a small business at the farmer's market, you will have the best small business, the most thriving small business, um, ever because we've read this book so quick, we're gonna take a quick break, Brittany, and then we'll come back, find out where people can find you, follow you, work with you, and you'll Be It action items.All right, Brittany, you've given us some amazing advice. Before we get to those Be It action items, where do you like to hang out? Are you on Instagram? Are you on LinkedIn? Where are all the things and where can people buy your book? Brittany Hodak: I am on all of the places. I'm @ brittanyhodak everywhere. Uh, I got very lucky when I married my husband for a lot of reasons.He's a great guy, but, um, one of them was the SEO o my maiden name was Jones. So luckily now as Britney Hodak, there is much less competition for those handles. So I'm @brittanyhodak. Just about everywhere you can be at something. Um, so people can find me there. My website is brittanyhodak.com and if you wanna pick up the book, you can get the hard cover at your favorite local independent bookstore.You can also get it at Barnes and Noble, Books-A-Million or Amazon.com. And if you want the ebook [00:38:00] version or the audiobook version, which I narrate, those are available at Amazon. Lesley Logan: Oh, you do your own narration? Brittany Hodak: I did it. Oh my gosh. It was so hard. It was like, I thought it would be easy. I was like, I do podcasts all the time. Speak for a living. Recording an audiobook is like a different beast. Did you do yours when you wrote your book? Lesley Logan: Uh, we haven't done it yet and the team is like wanting me to do it and I'm like, I have to get the editors ready cuz like, Like, I feel like, do you have to say the sentences like over and over and over again or like you just read it and tell you like, don't fuck up?Brittany Hodak: Um, yeah. Well, so that my audio engineer who's great, I worked with this company called Twin Flames, and Steven, my engineer, was like, your homework is to read the whole book out loud. And I maybe read like, Six pages. Like, cuz I was like, oh, I'll read it when I'm like putting my kids to bed, like instead of a bedtime story.And they immediately were like, no, mom, not like popping up. This isn't good. Not, not this. Um, so I had not read it out loud. And it's weird, [00:39:00] like you don't think about how certain words sound and you know, like how when you say any word enough times, it just like starts to sound weird. Lesley Logan: Yeah. Brittany Hodak: That was what recording the book was like.Like I was like experience, exper experience. Like, it just, it's, it was such a weird experience. So I think it took me like 14 or 15 hours of recording to record a book that's like, I don't know, six or seven hours long. Lesley Logan: Yeah. I mean, I believe that only cuz um, one of, one of my, my book is called Profitable Pilates: Everything But the Exercises and just for me to say profitable, like I have to go profit. Because if I say it too fast, like profitable, it's seven syllables. It's seven syllables. Right. It's predictable. Yeah. It's, and then, and then, so, okay, I, y'all, I have to, I haven't showed this up, this, sorry, on the podcast, but like, this is, this is just like, uh, an example of like what me reading my own book would sound like.So it was my birthday. And we had this like party at this, it's this really cool old bar in downtown Vegas. And my dad was [00:40:00] there and he had brought a gift, which is so nice, right? And so I had not actually had my drink yet. Like I, maybe I had a sip of it. It was like sitting there and there's this like bright yellow box on the table and Brad's like, well open up your presents.So then everyone like stops talking to like watch me, like open up my present. So Brad's like, well read the cover of the box. Like I took the wrapping paper off and had like these words on it and I was like, keep sake. And Brad's like, you wanna read that again? And I was like, keep sake. And he's looking at me.He is like, try, try that one more time. And I'm, look, I'm like, Brad, it says keep sake. Like I can't, like my, I could not change how it looked to my brain. And he said, keepsake. And I'm like, keepsake. Oh, it's a keeps, I could not read that word any different than like, keep the drink. Brittany Hodak: I love it. Lesley Logan: So I, I feel like that would be me reading my own book besides the word [00:41:00] profitable, happening too many times the like, I just feel like I would say the wrong.So now all the time, people who are at my party, they'll just text me and they'll go keep sake. Anyways, Brittany Hodak: So funny, I l it reminds me, somebody told me, uh, actually when I was recording the audiobook, um, I guess this was like something that was viral on TikTok for a minute, but what is f a t spell? ...(Lesley: Oh, fat).Yeah. And h e r? H h e r, here her. Oh, h e r her? Yeah. So F a T h E R. Lesley Logan: Oh, that's father. But you may like, did someone say fatter? Brittany Hodak: You got Yeah. Right away. It's like most people are like, wait, fat, fatter father fat, fat, fat. Yeah. Yeah, so apparently like the way, so I, I, I think keepsake is a great way to say keepsake and I a hundred percent know what you mean because my brain did that a bajillion times recording the audio books.There were [00:42:00] actually parts where I was like, can I just change it? Should I just change it? Like, I dunno if I'm, it's been 12 tries, I don't know if we're gonna get much better than this. So you need to either lower your expectations or I need to like change the content. Lesley Logan: I, um, I'm one of those people. If I, if I can do it the first time, it's great, but the moment I'm, they're like, can you do that one more time?It's like, it's never gonna be as good as that was. So Brittany Hodak: Right. It's gonna take, or, and then like, because it's so many sessions, they're like, you, like the feedback was always like, oh no, you need to sound a little more enthusiastic. Or like, oh, you've gotta be a little bit slower. So every session would start with the engineer playing.Like from last time. Yeah. And so then you're like in your head cuz you're like, oh, how many inches was I from the microphone? And like, which way was my head facing? And like, it is, it is a process. So it's, if you're like, which version should I buy? Please consider the audiobook because a lot of time and love went into getting that puppy out in the world.Lesley Logan: I promise you that's how Brad has digested it. [00:43:00] Brittany Hodak: Awesome. Thanks Brad. Brad, you're, you're the best. Lesley Logan: Yeah, he is. Yeah. okay. Bold, executable, intrinsic target steps people can take to be until they see it. What do you have for us? Brittany Hodak: All right, so I am gonna take a different approach here. Have any of your guests ever quoted their children?No. This is a first. Okay, well, you may know what's coming because I put this in the book as well, but I told you I was very, um, delayed in writing my book. I worked on it for a really, really long time before my second son was born. My first son who was almost three. Um, You know, I was like trying to get as much writing before the baby was born as I could.I was downstairs one day, I was working on the book and my son like kept coming into the room and I kept sort of like reminding him nicely, like, buddy Mommy's working on her book. You're supposed to be up, but daddy like go in the bonus room with daddy. Like Mommy has to write. And he looked at me and he said, what's your book about mom?And it was the first time he'd shown like any interest at all. And so I kind of took a deep breath and I was like, well, [00:44:00] and I was trying to explain, the idea of Creating Superfans in a way that a, you know, almost three year old would, would understand fully expecting him to say like, that's dumb. You should, you should write about dinosaurs or something like that.And instead he looked at me, he got really quiet and he said, mom, I think you should tell the people to be nice and listen. And then he gave me a kiss and he ran out of the room and I was like, Mic drop, like, oh my gosh, did my kid just write my book in four words better than I'm gonna do it in like 60,000 words.So that is what I wanna share with people, because I feel like not only is it applicable for Creating Superfans, it's applicable for everything in your life. Yeah. Be nice and listen even when it feels hard. Even when you don't wanna do that. Even when you wanna like, be catty or like cutting or like get that, you know, jab, you know, in.Um, and even when you like wanna talk [00:45:00] and you wanna share like, so be nice and listen. Hmm. Straight from Katoh Hodak. Lesley Logan: That is, um, that is beautiful and. I, I love that. And I think it's something we can all do exactly right now in this moment. Wherever you are, you're probably in driving and someone's probably trying to cut you off.Uh, be nice. Let and listen to this. Brittany Hodak: Take a little longer. Let that, let that tractor trailer turn out in front of you. It's fine. Be nice. Lesley Logan: Oh my gosh. I'm so grateful for getting to know you for this book, being like, I mean, I, I. I would hope that I would've heard about it. Uh, but having to hear, hear about as soon as it came out, um, it's changing the way that my team can work with our business and our clients and our customers and and, and how we are even thinking about this podcast.And so I'm just so grateful for you. I hope that I get to meet you when I come to Nashville. Um, and y'all go get this book. How are you going to use these tips in your life? Brittany and I wanna know. So tag Brittany Hodak, tag the Be It pod, and until next time, Be It Till You See It.[00:46:00] That's all I got for this episode of the Be Until You See a Podcast. One thing that would help both myself and future listeners is for you to rate the show and leave a review and follow or subscribe for free wherever you listen to your podcast. Also, make sure to introduce yourself over at the Be It Pod on Instagram.I would love to know more about you. Share this episode with whoever you think needs to hear it. Help us and others be it till you see it. Have an awesome day. Be it till You see. It is a production of The Bloom Podcast Network. Brad Crowell: It's written, filmed, and recorded by your host, Leslie Logan and me, Brad Crowell.Lesley Logan: It is produced, edited by the Epic team at Disenyo our Brad Crowell: theme music is by Ali at Apex Production Music, and our branding by designer and artist Gianfranco Cioffi. Lesley Logan: Special thanks to Melissa Solomon for creating our visuals and Xemina Velazquez for our transcriptions. Brad Crowell: Also to Angelina Herico for adding all the content to our website.And finally to Meredith Crowell for keeping us all on point [00:47:00] and on time.Yeah, exactly what happened? No rain, sleet, snow, except for Thursdays at two o'clock. Yeah. My dad worked for the post office. Exactly and like, he's like, what is.I don't wanna lose any good stuff o off the recording, but I will say, um, my entire O p C platform is like eighties and nineties, like throwbacks, so like everything. So when you were like doing all these like hip hop song titles for things, I was like, it's like, it's like she wrote a print, like a, a creating super fans book for op p c cuz it's literally like everything we do, all the song titles are like, you know, ba.Boom. I'm like about to spin around the room here.Support this podcast at — https://redcircle.com/be-it-till-you-see-it/donationsAdvertising Inquiries: https://redcircle.com/brandsPrivacy & Opt-Out: https://redcircle.com/privacy

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