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Creating Superfans

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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.


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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.



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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 -


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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.


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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


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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


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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


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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? FANWAGN


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Scott Harris on How to Use Data to Power Business Outcomes

Scott Harris is a Founder, CEO, and author. He’s the CEO of, a company he founded in 2015 to redefine the way the world thinks about Customer Experience, Employee Experience, and the all-important interplay between the two. Scott and I had the pleasure of working at together, and he might just be the only person that’s more passionate about experience than me. In today’s episode, we discuss the ever-changing rules for success in the digital landscape and the importance of understanding the new algorithms that shape consumer behavior. After listening to our conversation, you’ll be better prepared to win online and transform your organization into an experience-led enterprise. Show Notes 3:28 - Scott tells us about 5:50 - Hows silos are ruining businesses today 9:40 - Covid impacted the way people buy and refer businesses 11:35 - Brittany shares her theory for why our buying processes have changed, and it’s not what you think it is! 15:03 - Scott cites the blue dot on Maps as an example of how algorithms are shaping our behaviors 17:18 - How technology drives our behavior 18:06 - How Google has turned our habits into math and how companies can use the strategy to win online 19:16 - Scott breaks down the three components that Google looks for when serving you with search options 20:28 - Too many businesses are misallocating their time because they don’t realize the rules have changed 22:11 - You are what the Internet says you are 23:01 - How a loan officer might try to optimize their online presence 26:55 - The conclusion a prospect might jump to if your online presence isn’t updated or accurate 27:07 - If you have your location and product information on your profiles, what’s the last step that you need to beat out your competitors? 30:05 - A recent AI interaction that blew Scott away 35:09 - Why an experience management platform is so crucial for your organization 37:08 - “You put data in motion to power your business. If you’re not doing that, you’re behind.”


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Henna Pryor on How to Embrace Your Uniqueness to Connect With Others

Did you know that awkwardness is your greatest asset for professional and personal growth? My guest today is here to tell us all about it. She's my dear friend, Henna Pryor. Henna is an author, sought-after workplace performance expert, executive coach, and award-winning, two-time TEDx speaker. Following two decades in the corporate world, a few career pivots, and a wildly successful leap to entrepreneurship, she shares her work from the stage and screen to expand on her belief that the key to most people's success is embracing their bumpy edges. Henna and I discuss the importance of owning your uniqueness and how leaning into awkwardness can actually strengthen your relationships. Show Notes 6:37 - Henna's origin story that led to her book, "Good Awkward." 7:51 - Henna's awkward story from 5th grade that still lives with her today 8:50 - Leaning into the awkward and embracing it changes everything 9:17 - How does Henna define 'awkward' 11:36 - The important difference between awkwardness and ineptitude 12:29 - The pratfall effect 12:57 - How the pratfall effect is similar to the service recovery paradox 14:13 - The key skill is to learn how to 'repair' 16:08 - People are almost untrained to deal with awkward situations now because we hide behind technology 18:18 - How technology has hindered certain interactions 20:08 - How Henna slowly embraced her uniqueness at her corporate job and boosted her performance 21:48 - The avoidance of awkwardness increases awkwardness 23:13 - Awkward versus vulnerable 27:58 - The one thing that Henna fought for when writing her book 29:40 - Henna shares some of her awkward experiences that ended up getting cut from the book 31:21 - The biggest takeaway Henna has from her research 32:15 - Henna's embarrassing moment from a recent TV interview promoting her new book Get your copy of Good Awkward


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Jay Baer on How Speed Creates A Competitive Advantage in Customer Experience

In honor of Customer Experience Day (10/3), I'm thrilled to be joined by my good friend, and fellow CX expert, Jay Baer. Jay is a Hall of Fame speaker, New York Times best-selling author of 7 business books, founder of 5 multi-million dollar companies, and a trusted business growth advisor to 40 of the FORTUNE 500 brands. In today's episode, Jay and I chat about his new book, "The Time to Win," and why speed and responsiveness are crucial for succeeding in today's experience economy. Jay explains why EVERY business needs a 'fast pass,' how to close the uncertainty gap with your customers, and the complex correlation between speed and trust. Show Notes: 4:30 - Jay talks about his love for Tequila and how he has become a Tequila influencer on Instagram 6:05 - The intentional design of Jay's new book, "The Time to Win" 8:51- When you lose out on speed, it's often invisible 9:52 - Why customers perceive responsiveness as a sign of respect 10:55 - How businesses end up ruining their profit margins when they're too slow 12:54 - How speed contributes to the emotional connection your customers have with your brand 16:07 - Jay explains the Goldilocks Zone of speed 17:25 - Why being too fast can decay trust 21:35 - Why every business should offer a 'fast pass' option 25:54 - Expectations about time are more important than speed itself 28:04 - Jay shares his experience of ordering leather sneakers online and how the company exceeded his expectations 30:16 - The big mistake a sofa company made that completely eroded Jay's trust 35:13 - Do NOT overpromise on speed 36:07 - Brittany shares her experience at BNA airport and the problem with inaccurate signage 39:02 - A brand that Jay is a superfan of Jay Baer's website TheTime to Win


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Andy Cockburn on Why Advocacy Should Be the Core of your Business Growth Strategy

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 website Brittany's blog post on Earned Growth Rate The Ruckraft that Andy is a superfan of


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Charles Ryan Minton on Improving CX from the Inside Out

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: 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 experiences Buy "Thanks for Coming in Today" Visit Ryan's Website


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Bridget Hilton & Joe Huff on How to Build A Life Rich in Experiences

In today's episode of the podcast, I have TWO special guests: Bridget Hilton and Joe Huff. Bridget and Joe are obsessed with experience - but not in the same way that I am. They're all about how to embrace the human experience. In fact, they call themselves experiential billionaires. Determined to unlock the secrets of their power to transform lives, they have spent years interviewing social science experts, conducting the largest study on life experiences ever done, and turning themselves into experiential guinea pigs. Together they have trained to be samurai, stood face to face with hungry lions on safari, built schools for kids in need, worked with A-list celebrities, helped give 50,000 people hearing, and explored the experiential riches life has to offer. In our conversation, we talk about their new book, Experiential Billionaire, the top experiences they've had, and the actionable steps you can take to build a truly fulfilling life and die with no regrets. Show Notes: [00:01:54] Bridget and Joe share what it's like to officially be published authors. [00:03:26] Bridget and Brittany share how they know each other and their "three careers" [00:05:01] Joe recounts a vulnerable experience he had with this dad that led him onto the path of becoming an experiential billionaire [00:07:41] Bridget shares her background growing up in Flint, MI and working the 'worst' jobs in the music industry. [00:8:39] How Bridget got the idea to start an electronics company (LSTN Sound Co.) that would provide hearing to tens of thousands of people [00:11:33] Where did the name 'experiential billionaire' originate? [00:12:46] The entrepreneur irony of being broke while running a 'multi-million dollar' business [00:13:31] How Bridget and Joe's social impact led to a ripple effect of experiences [00:19:31] The difference between the younger generation and the older generation when it comes to the experiential billionaire mindset. [00:20:48] What percentage of people regret not doing the things they wanted to do in their lifetime [00:22:34] The connection between strong relationships and meaningful experiences [00:28:01] Has Bridget ever met the woman in the YouTube video that inspired LSTN Sound Co.? [00:30:06] Joe gives us the top five experiences he's ever had, including amazing trips across the country and some of the most vulnerable moments with his family. [00:31:47] Joe caveats that the journey of achieving something has to be as enjoyable as the result itself [00:33:18] Bridget shares her top five experiences she's ever had, including giving the gift of hearing to young children, seeing all 50 states, and going through a mental health crisis. You can get "Experiential Billionaire: Build a Life Rich in Experiences and Die With No Regrets" here. More on Experiential Billionaire, including the Treasure Maps Card Deck, merchandise, and FREE instructional guides here. Bridget Hilton's Website Joe Huff's Website


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James Shaw on the Power of Community and Identity

This week, I am joined by one of my dear friends, James Shaw. James is an accidental entrepreneur who turned an engaged Facebook group into a thriving mastermind during the pandemic. In this episode, James shares his journey of building a connected community, providing value to his customers, and the key choice every leader must make. After listening to our conversation, you’ll understand the power of identity and belonging in order to create an army of superfans. James D. Shaw, the founder of the Inspire Collective - a thriving agent mastermind community - is a true legend in the real estate community. He has been a member of the Keller Williams family since 2005 and has consistently demonstrated exceptional leadership and expertise. From 2012 to 2015, James led the Northwest Tampa market, transforming it into South Florida’s most profitable region. Prior to Tampa, he was the Team Leader for the Cary, North Carolina division and helped it grow from #4 to #1 in the area. James is a distinguished member of the Keller Williams University international master faculty and continues to inspire and mentor the next generation of real estate agents. Show Notes: [00:02:17] How James turned a Facebook group into a business [00:03:07] How James responded to the pandemic and helped out fellow real estate agents [00:07:01] When James realized the impact his Facebook group had, and what happened when he tried to shut it down. [00:09:20] How Brittany heard of James through dozens of his superfans [00:11:10] How James provides significant value for free to his audience [00:12:00] Creating a paid mastermind community for progress and support. [00:13:00] What community does for your business [00:16:57] When you build your business, you can put your focus on one of two things: people or money. [00:18:27] How to serve people who don't need you [00:20:37] Caring for people leads to business success. [00:24:53] How to delegate as an entrepreneur and why it's important to invest in a trustworthy team [00:27:50 A creative way that James stayed in touch with his community while going on vacation and the 1-3-7 model he teaches to other entrepreneurs [00:31:11] Be obsessed with adding value and understanding your customer's story. Then, find people that have answers to the problems and interview them. [00:35:04] Position yourself as someone who can help. If your customer aren't coming to you for help, ask yourself why they don't look at you as someone to guide them. The Inspire Collective Pivot Shift Ahead Facebook Group


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David Wachs On How to Master Personalized Communication at Scale

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 Notes 7:05 - The automated birthday campaign feature 7:38 - Why it’s much harder to stand out through email these days 10:27 - the intent behind the technology and why it’s important 13:10 - A mistake a real estate agent has made with handwritten notes 14:00 - Why you need to send a “full stop thank you” 16:02 - More ideas for when to send personalized notes to your customers 17:18 - The prospecting feature within Handwrytten that helps you generate leads through personalized notes 18:37 - A genius way a solar panel company utilizes Handwrytten 19:20 - How to use personal or contextual information in handwritten notes in an appropriate way 20:46 - Brittany shares ideas for more ways to follow-up with customers with handwritten notes 23:10 - How Handwrytten can help entrepreneurs who sell products off Amazon or other third-party sites that want to implement a level of personalization 26:18 - How Chewy excels at handwritten notes and surprise and delight 27:40 - David share an odd customer story 29:15 - 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 notes 33:50 - Visit and click the business tab to request a free sample kit Get your free sample of Handwrytten


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Emily Yahr on the exceptional Eras Tour fan experience

If you've been on the Internet at all this year, you have likely seen many stories about Taylor Swift's game changing Eras Tour. She is breaking records, rewriting the rules, and has had a seismic (literally seismic!) impact on just about every area of pop culture. In today's episode of the podcast, I am thrilled to welcome my friend Emily Yahr to talk about the Eras tour and what it means not just for concert experience, but for pop culture experience moving forward. Emily Yahr is an entertainment reporter for The Washington Post, where she covers TV, music, movies and celebrity culture. She joined the Washington Post in 2008 after previously writing for the Boston Globe, USA Today and the Lexington Kentucky Herald Leader. She was a guest covering the Eras tour at multiple stops and will share her thoughts not just on the tour, but on what's ahead for Taylor. Regardless of the industry you're in, you'll hear some actionable takeaways from the Eras Tour that you can incorporate into your business to create your own fervent army of superfans. Show Notes: [00:02:54] Trevor Noah impressed by Taylor Swift's popularity. [00:05:33] Taylor Swift's concert exceeded everyone's expectations - especially with the duration of the show! [00:09:37] Taylor Swift surprised fans with full-length performances. [00:12:24] Eras tour creates online fandom frenzy. [00:15:16] Stretching the customer experience: how Taylor masters the before, during, and after. [00:20:08] How the Eras Tour perfectly showcases Taylor Swift's evolution as an artist [00:27:57] Creative jobs at venues attract thousands of applicants. [00:30:15] What Emily appreciates most as she has witnessed Taylor's evolution [00:34:18] Taylor Swift's tour creates nonstop news from the most unlikely angles Emily's article that I mentioned in the podcast: "The bonding experience of watching a Taylor Swift concert from a parking lot." Read Emily Yahr's entertainment articles (including several more on Taylor Swift) here.


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How To Create the Best Attendee Experience For Your Event with Angela Higgins & Traci Saliterman

To wrap up season 1 of the Creating Superfans podcast, I sat down with Angela Higgins and Traci Saliterman of Total Expert. Angela and Traci are two of the masterminds behind Total Expert’s annual customer conference, Accelerate. As a keynote speaker, I attend over fifty events each year, and Accelerate has truly set the standard for creating the best attendee experience. I asked Traci and Angela to share their top tips for event planners, including how to pick a good theme, how to maximize content opportunities at the conference, and ways to create incredible memories for your attendees. Show Notes: 2:57 - What is Accelerate all about? 3:32 - Traci’s advice for mapping out the attendee experience 4:24 - How Total Expert creates unique networking opportunities for guests 6:02 - Light-up badges that you need to use for your next event 7:17 - How TE uses photo opportunities throughout the conference to keep people engaged 11:19 - The theme for 2023 Accelerate and how a theme helps the event marketing team 12:45 - Traci & Angela’s tips for choosing a theme 14:46 - Why Total Expert announces next year’s location during the current Accelerate 15:40 - How does Total Expert maximize the energy from the attendees to bring the company value throughout the year? 16:47 - The cross-departmental communication at Total Expert that ensures every team gets the content they need at Accelerate 18:26 - Angela & Traci’s tips for stretching the event budget 23:06 - How Accelerate gathers and implements attendee feedback 24:50 - How the event team debriefs right after the conference 26:00 - Spoilers of what guests can look forward to in a few weeks! Learn more about Accelerate here.


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Workplace Culture & Affiliate Marketing Tips with Laura Casselman

This week's guest on the Creating Superfans podcast is Laura Casselman. From broadway to boardroom, Laura is a former professional dancer turned CEO of JVZoo and co-founder of Vidastreet. She’s also the author of the new book, Trust Your Increments: How Small, Consistent Steps Can Lead to Massive Success. Companies under Laura’s direction have landed on the Inc. 5000 Fastest Growing Companies in America four times. In this episode, we talk about her journey as a female CEO in a male-dominated industry, how she prioritizes the employee experience at JVZoo, and her best tips for sales and affiliate marketing. Show Notes 2:15 - How has it been since Laura’s new book came out on March 7th 2:55 - Laura shares her background in entertainment and how she ended up in her corporate career 5:43 - How did Laura learn some key leadership skills at such an early age? 8:17 - How did Laura transition from the corporate world to being a CEO? 9:25 - One of the many sexist interactions that Laura experienced in her career 12:05 - What are some of the standards Laura has set at JVZoo that she would like to see across the board? 12:50 - How Laura’s team handles “bad” customers 16:44 - What is JVZoo and how do they help their customers? 17:36 - Why is affiliate marketing such a powerful tool? 18:55 - How does JVZoo ensure the integrity of the brand through their affiliate teams? 22:10 - The need to over-communicate the vision and expectations of your brand 23:11 - The massive move toward Mobile and what this means for your business 24:38 - This UX experience may be hurting your mobile success 27:25 - Younger generations may trust influencers more than they trust media or review sites 29:13 - How can people become an affiliate marketer to earn a new income stream? 30:17 - Which products on JVZoo is Laura a SUPERFAN of? 31:07 - How may AI change the digital customer experience over the next few years? 32:40 - Laura’s message to those who are concerned about using AI


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How to Create A Customer-Centric Loyalty Program

In this episode of the Creating Superfans podcast, I welcome back my partner-in-crime, Alix Steinberg. Alix and I break down one of my most recent newsletter topics: loyalty programs and pricing tiers. Whether your business has a tiered loyalty program or a tiered pricing structure, you’ve got to strike that perfect balance of creating a delightful ‘base’ experience that still encourages customers to spend more money with you and move up the ranks. Inspired by my family vacation to Orlando, we discuss three tips for creating magic at every dollar amount, including free or low-tech examples of acknowledging your customers and some of the brands that do it best. Show Notes: 2:55 - How Brittany’s recent family vacation to Orlando sparked the topic for this podcast episode 4:05 - Why loyalty programs and complex pricing structures are connected 5:40 - The delicate balance between creating a great standalone experience that still encourages customers to move up the ranks of your tiers 7:15 - Which experiences did Brittany decide to splurge on at the various theme parks? 9:00 - How segmenting your audience can help you define the offerings at the various tiers 11:00 - Takeaway #1: Define the objectives of your program 14:55 - There’s no one-size-fits-all solution for CX. How Brittany’s Sea World experience differed greatly from her experience at Disney 17:25 - Takeaway #2: Never make customer service a “perk” 19:45 - Alix shares examples of tech companies that provide great support at every level and how one company in particular provides special support for VIPs 21:05 - Brittany shares a story about the importance of your customers (or employees) being at the center of every decision. 24:02 - Takeaway #3: Make it personal 24:55 - How employee reward programs are similar to customer reward programs 25:50 - Alix claims that sometimes doing something is worse than doing nothing 26:30 - Brittany points out that providing too many choices can come off as impersonal 27:30 - How Sephora strikes the perfect balance of personalization 29:00 - Brittany’s experience with hotels and how they acknowledge loyalty 30:40 - How fast food restaurants create great loyalty programs 32:40 - You cannot buy superfans. It’s always the human things & the little things that truly cultivate loyal customers. Read the full blog post here. You can subscribe to Brittany’s newsletter here for biweekly messages straight to your inbox. Or, you can sign up for her newsletter on LinkedIn here.


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How to Develop Your Personal Brand with Rory Vaden

Identifying your unique purpose and developing your personal brand are two of the most important, yet challenging, components of being an entrepreneur. Without a clear North Star, you’re doing a disservice to all of your potential customers that are in need of your message. To help us distill our personal brand is Rory Vaden, a New York Times bestselling author, Half of Fame speaker, and co-founder of the Brand Builders Group. Rory helps mission-driven messengers become more well-known and make more impact. In fact, Rory and his team helped me develop my personal brand, including the SUPER Model framework that I've taught to thousands of entrepreneurs. In our conversation, Rory shares his best advice for entrepreneurs, including his Brand DNA Formula that will help you uncover and monetize your uniqueness. Show Notes: 3:05 - How Brittany and Rory worked together before becoming friends 5:04 - What is Brand Builders Group? 6:03 - What inspired Rory to become a speaker? 9:35 - How does Rory define personal branding? 13:04 - The best advice Rory has ever received 18:42 - The Brand DNA formula that Rory and BBG has developed 20:55 - How Brittany answered the first 2 questions in the Brand DNA Formula to develop her content 24:40 - Questions 3-4 of the Brand DNA formula 26:07 - “You are most powerfully positioned to serve the person you once were.” 28:10 - The problem that Brand Builders Group solves and how it connects to Rory’s origin story 33:05 - How to get a free call with Brand Guilders Group - 33:04 - The 5 ways to monetize a personal brand 37:06 - The 6th and final question in the Brand DNA formula and the DARES acronym 37:55 - The difference between growth and scale 40:00 - There is no fear once the mission to serve is clear


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How to Cultivate Brand Love with Dr. Aaron Ahuvia

Dr. Aaron Ahuvia knows a thing or two about superfans. He co-authored the publication that popularized the term “brand love” and is the world’s most widely published and cited academic expert on non-interpersonal love. He’s the author of The Things We Love: How Our Passions Connect Us and Make Us Who We Are. Aaron is a professor of marketing at the University of Michigan Dearborn. Aaron researches, teaches, and consults for governments, non-profits, and corporations across the world, including Google, L’Oreal, Samsung, Microsoft, Procter & Gamble, Ford, and many more. In this episode, Aaron and I discuss the way our brains process love and how you can apply his scientific research to create superfans for your brand. Show Notes 2:40 - How does Aaron define ‘brand love’? 3:30 - How is brand love different from interpersonal love? 7:08 - What are the steps to creating brand love? 7:39 - The difference between valuing something and loving it 9:30 - The human brain decides if something is a human or an object at two different times 10:05 - In order to love anything, your unconscious mind has to treat it as if it is a person 10:34 - The three different ways you can get your customers to think of your product or service as a person 12:55 - Brittany connects Aaron’s research on brand love to mascots 16:03 - Why it’s easier for some salespeople to cultivate ‘love’ than others 17:45 - In order to get people to love a brand at an unconscious level, you’ve got to get people to sort your brand into the social world 20:35 - The importance of cultivating brand love with your employees 24:30 - Why mission-driven companies are more likely to have brand love 27:13 - The correlation between religion and brand love 29:47 - How did Aaron coin the term ‘brand love’? 31:38 - What has changed over the last 30+ years since Aaron started studying brand love? 32:50 - What is Aaron a SUPERFAN of? Get his book: The Things We Love