38 episodes

In today's business environment, experience is everything. It’s the number-one way to differentiate yourself from your competitors and create customers for life. But, the inverse is also true. Everything is experience. Every interaction — even the small ones — can determine whether or not customers come back and what they tell their friends. The Creating Superfans podcast is a fun, entertaining crash course in turning customer experience into your superpower... no capes required! Each week, author and speaker Brittany Hodak spotlights brands she loves and interviews some of the most brilliant minds in business today. At the end of every episode, you’ll have a list of new ideas to turn your customers and employees into loyal, raving superfans.

Creating Superfans Brittany Hodak

    • Business
    • 4.9 • 23 Ratings

In today's business environment, experience is everything. It’s the number-one way to differentiate yourself from your competitors and create customers for life. But, the inverse is also true. Everything is experience. Every interaction — even the small ones — can determine whether or not customers come back and what they tell their friends. The Creating Superfans podcast is a fun, entertaining crash course in turning customer experience into your superpower... no capes required! Each week, author and speaker Brittany Hodak spotlights brands she loves and interviews some of the most brilliant minds in business today. At the end of every episode, you’ll have a list of new ideas to turn your customers and employees into loyal, raving superfans.

    My Favorite Books I've Read This Year

    My Favorite Books I've Read This Year

    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 Acuff
    9:20 - Never Lose An Employee Again by Joey Coleman (listen to his episode)
    11:15 - Thanks For Coming In Today by Charles Ryan Minton (listen to his episode)
    13:45 - Unreasonable Hospitality by Will Guidara
    15:55 - The Time To Win by Jay Baer (listen to his episode)
    17:20 - Good Awkward by Henna Pryor (listen to her episode)
    19:53 -

    • 26 min
    How to Wow Your Clients with the Best Gifts

    How to Wow Your Clients with the Best Gifts

    This week’s episode of the Creating Superfans podcast is all about GIFTING! Strategic generosity is one of the most powerful ways to create a “wow” experience for a customer and elevate the emotional closeness of a relationship. It’s not just about the gift (literal or figurative) or its cost; it’s about the thought, effort, and time that went into it. At least it is when it’s done correctly. I share my best practices and common mistakes to keep in mind as you search for the right gift, as well as some specific product ideas.  
    Don’t forget to download my new gifting guide here for over 75 gift ideas! I hope you find it helpful as you look for the perfect present to WOW your recipient and show them how much you care about them.
    Show Notes

    3:26 - If it has your logo on it, it's an AD, not a gift
    5:10 - One of Brittany's favorite gifts she received as a seven-year-old
    6:10 - Another one of Brittany's favorite gifts she got as a teenager
    7:35 - A gift Brittany got a few weeks ago from a client that absolutely WOWed her
    11:33 - Some great ways to honor your employees, courtesy of John Ruhlin
    12:12 - 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 calendar
    14:35 - Avoid these common gifting mistakes
    16:10 - Unique gifts
    17:38 - One of Brittany's favorite gifts, a guest book
    18:28 - Closing gift idea for realtors
    19:13 - More personalized gift ideas
    22:05 - A cool way to make an impact with a special card
    22:46 - A gift card, but elevated
    24:45 - Love  on the ones they love
    25:57 - Highlight the recipient's hobbies
    27:57 - Make sure the gift you're giving aligns with the relationship you have with them
    28:27 - The most bizarre gift that Brittany received from a client that made her scratch her head
    29:46 - All of the gifting websites that offer subscriptions to save you money
    31:49 - Brittany's snarky gift that she made on Zazzle to get back at a coworker
    32:57 - Check out Brittany's interview with David Wachs, CEO of Handwrytten

    Download the Gifting Guide here.

    • 35 min
    10 Often-Overlooked CX Opportunities Hiding in Plain Sight

    10 Often-Overlooked CX Opportunities Hiding in Plain Sight

    My favorite CX, or customer experience, measurement tool is the simplest one: Did you just make the thing better or worse for the customer? Or, was it a forgettable, nothing-burger of an interaction? It really all boils down to those three choices. In Creating Superfans, I call these outcomes Net Positive, Net Neutral, and Net Negative.
    The overwhelming majority of interactions we all experience in life are Net Neutral ones. Hundreds or even thousands of times each day, you have interactions: emails, texts, phone calls, in-person conversations… the list goes on. You process most of them so quickly, and so automatically, that you don’t think about them again after they end.
    What if you could elevate those often-overlooked interactions into experiences? What if, all around you, there are countless opportunities to give your customers a little extra? A little extra jazz to take something from neutral to positive? From forgettable to I’ve-gotta-post-a-picture-of-that. 
    Guess what? You can! And this episode is all about ten of the countless ways you can do it. These simple interactions illustrate how you can intentionally elevate mundane moments into memorable ones.

    Show Notes:

    5:37 - #1: Your wifi network name and password
    8:00 - #2: Your voicemail message
    9:57 - #3: 404 page
    12:19 - #4: Email unsubscribe message
    14:52 - #5: The hours and service details on your site or storefront
    17:04 - #6: Sandwich board in front of your store
    18:27 - #7: Notes or terms on your invoices
    20:05 - #8: “Hello” and “Goodbye” moments
    22:45 - #9: Overlooked physical space
    24:49 - #10: OOO or vacation auto-responder message

    • 28 min
    Stacy Sherman on How to Build Customer-Centric Teams

    Stacy Sherman on How to Build Customer-Centric Teams

    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 Notes
    3:03 - What does "doing CX right" look like to Stacy?
    4:42 - Brittany shares the CX lesson she learned while riding the elevator at LEGOLAND
    7:42 - Stacy shares about her experiences leading the CX department at Schindler Elevator Corporation
    8:09 - How Stacy improved the experience for elevator mechanics, both internally and externally
    11:05 - How physical and psychological safety contribute to overall CX
    12:38 -Elevator safety tips from Stacy Sherman
    15:26 - Why meaningful job titles can improve EX and CX, and Stacy's tips for implementing a new job title
    17:23 - A common mistake that Stacy has observed when it comes to EX and CX
    18:21 - 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 employees
    23:37 - 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 past
    29:13 - Brittany cautions companies to remember the power of personalization when it comes to celebrating your employees' birthdays
    30:16 - Stacy shares a story about a brand that completely blew her away with a surprise & delight moment

    Visit Stacy's Website

    • 33 min
    Joey Coleman on How to Transform Your Employees into Advocates

    Joey Coleman on How to Transform Your Employees into Advocates

    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 history

    6:21 - Why the workforce will eventually decline

    8:30 - Joey believes that employees are not driven by paychecks
    10:33 - Employees should have good stories to share about their experiences working for the company.  How do you ensure that your team members are advocates of the company?
    12:29 - What percentage of your new hires are coming from internal referrals?
    14:03 - Joey's interesting experience as an intern that taught him a lot about workplace culture
    20:01 - Many employers fail to understand the goals and aspirations of their employees, both professionally and personally.

    22:21 - How corporations have set the wrong precedent for work/life balance

    26:25 - The difference in workplace culture pre-IPO and post-IPO

    27:52 - How Japan does business differently and how it relates to employee loyalty

    32:52 - 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 books

    Visit Joey's Website

    • 46 min
    Lauren Teague on How to Cultivate Fan Engagement on Social Media

    Lauren Teague on How to Cultivate Fan Engagement on Social Media

    Like me, Lauren Teague is obsessed with fandom and how it can act as a business lever for customer and employee experience.
    Lauren was the original social media lead for the PGA Tour where she pioneered brand-to-fan engagement on Twitter and set the standard for all social media platforms today. Since then, she has spent 15+ years optimizing fan engagement in sports, B2B, B2C, healthcare, higher ed, and several more industries.
    She's also the founder of FANWAGN, an online marketplace for sports and college fans to buy and resell beloved apparel. I had the pleasure of joining her on her Brand to Fan Show, and now I'm excited to share my interview with her. Lauren and I chat about the evolution of fan engagement on social media, how to harness your customer's voice through your content, and the many ways AI can multiply your social assets and help you run your business more efficiently.

    Show Notes:
    3:48 - Lauren shares her origin story
    5:21 - How Lauren got started doing social media for the PGA Tour
    6:07 - How Lauren developed her brand-to-fan philosophy
    8:14 - Brands have many audiences that they reach simultaneously
    11:00 - What Lauren learned when she did affinity mapping for a school district
    14:57 - Why it's so important to remember that everyone on your team is in the experience department
    18:32 - Lauren shares further details about her first few weeks on the job with the PGA Tour
    20:12 - What Twitter was like back in 2008 when Lauren first started (without a smart phone!)
    21:55 - Other ways that Lauren enhanced the fan experience for PGA Tours on social media
    23:30 - What projects is Lauren most proud of from the PGA?
    25:00 - The social media command center that Lauren advocated for to bring fresh content for fans
    27:49 - What is Lauren's content multiplication system?
    30:45 - Lauren's course all about repurposing content at scale
    31:53 - How AI lets Lauren interact more with her customers
    33:05 - What is FANWAGN and what inspired Lauren to create it?
    37:03 - How FANWAGN creates a community through storytelling
    38:40 - What is Lauren a SUPERFAN of?

    LaurenTeague.com
    FANWAGN

    • 41 min

Customer Reviews

4.9 out of 5
23 Ratings

23 Ratings

ProducerKFC ,

New listener!

Loved listening to the last couple episodes of Brittany’s Creating Superfans…can’t wait to hear more from Brittany. Great interviews especially about how our awkwardness can be our strength!

Jewls3275 ,

Can’t get enough!

This show is one of my favs because Brittany is so good at what she does and has incredible guests. As a new business owner, I find the content so relatable and helpful. I highly recommend the one with Rory Vaden from April 25, so so good!

MindMine Education ,

An entrepreneur must-listen

I recently listened to the audio version of Brittany’s book. As the founder of a high-touch micro-business in the education space, I often debate the personal touches I consider bringing to my client experience. As a solopreneur, I question whether my personal touches are too decadent, and maybe, not really worth the time. This book and podcast give me permission to spoil my clients the way I want to. I especially loved the episode with Dr. Ahuvia. I can’t wait for my clients to experience even more of my love for them. I’m inspired to add joy and love into more places in my client journey, and to further invest in this personal aspect of my business. Thank you, Brittany! 💕

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