Brittany Hodak

Creating Superfans

A Marketing , Business and Entrepreneurship podcast

About the show

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.

Newest episodes

The Verification Era: Why "Trust Me" Isn't Enough Anymore with Henna Pryor

Nov 10, 2026 40 min

We used to live in a world of trust, then verify. Today? It's verify, then trust. In an age of AI-generated content, social media, and endless misinformation, people are more skeptical than ever. So how do you earn someone's trust when their default setting is doubt? In this episode of Creating Superfans, Brittany welcomes back award-winning speaker and bestselling author Henna Pryor to celebrate the release of her new book, The Signal Gap: How to Boost Believability and Influence in the Age of Doubt. Together, they explore: Why being credible isn't always enough to be believedThe invisible signals that can undermine even our best intentionsHow to close the gap between what you communicate and what people actually hearWhy traditional tactics for building trust and influence may no longer workHow AI is changing the meaning of personalization—and what it takes to stand outWhy transparency and authenticity matter more than everWhether you're leading a team, building a brand, or simply trying to communicate more effectively, this conversation will change the way you think about trust—and the signals you're sending every day. Get a FREE sneak peek of Henna's new book! Read the first chapter of The Signal Gap and access exclusive bonuses here. You can also grab the book on Amazon or wherever you get books. Connect with Henna Pryor: WebsiteLinkedIn Instagram More from Henna: Catch up on her first appearance on Creating Superfans, where she joined Brittany to discuss her book Good Awkward. -------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocacy. Enjoying the show? Subscribe, leave a rating and...

The AI Paradox: Harder to Impress, Easier to Delight

Nov 3, 2026 18 min

AI is changing what's possible—and raising the bar for what customers expect. In this solo episode of the Creating Superfans Podcast, Brittany Hodak explores a fascinating paradox: The same technology that's making customers harder to impress is also giving businesses unprecedented opportunities to exceed their expectations. Inspired by watching her six-year-old son create an entire children's book using AI, Brittany shares three important lessons for businesses navigating this rapidly changing landscape: Yesterday's magic is tomorrow's minimum expectation. Customers aren't just comparing you to your competitors. They're bringing expectations from the best experiences they've had anywhere.Stop defining what's possible by yesterday's limitations. AI is making it faster, easier, and more affordable than ever to experiment, innovate, and solve problems in entirely new ways.Human understanding is your greatest differentiator. When everyone has access to the same powerful tools, creativity, empathy, and thoughtfulness become even more valuable.Brittany challenges listeners to carve out just 15 minutes today to experiment with AI, question what they've assumed is impossible, and explore new ways to make their customers' experiences meaningfully better. -------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocacy. Enjoying the show? Subscribe, leave a rating and review, and share this episode with someone who wants to create more superfans. Subscribe to Brittany's biweekly newsletter Follow Brittany on LinkedIn and Instagram Grab a copy of Creating Superfans on Amazon

30 Years of Pokémon: The Franchise That Keeps Creating Superfans

Oct 27, 2026 19 min

What does it take to build a brand that keeps creating superfans for 30 years? In this special episode of the Creating Superfans podcast, Brittany welcomes her youngest guest ever: her 9-year-old son, Kadoh! And they're diving into one of the most successful entertainment franchises of all time: Pokémon. As Pokémon celebrates its 30th anniversary, Brittany and Kadoh explore what makes the franchise so special to millions of fans around the world. From trading cards and collector conventions to Pokémon GO and exciting brand collaborations, they discuss the experiences, communities, and connections that have helped Pokémon remain a cultural phenomenon across generations. Kadoh shares some of his favorite cards, memorable encounters with Pokémon voice actors, and what he loves most about being part of the fandom. Plus, the two open Pokémon card packs together on camera! Whether you're a lifelong Pokémon fan, a parent of an enthusiastic collector, or a business leader curious about what creates lasting brand loyalty, this episode offers a fun look at the power of fandom through the eyes of a true superfan. Want to see the cards Kadoh and Brittany open? Watch the full episode on YouTube! -------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocacy. Enjoying the show? Subscribe, leave a rating and review, and share this episode with someone who wants to create more superfans. Subscribe to Brittany's biweekly newsletter Follow Brittany on LinkedIn and Instagram Grab a copy of Creating Superfans on Amazon

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All episodes

The Verification Era: Why "Trust Me" Isn't Enough Anymore with Henna Pryor

Nov 10, 2026 40 min

The AI Paradox: Harder to Impress, Easier to Delight

Nov 3, 2026 18 min

30 Years of Pokémon: The Franchise That Keeps Creating Superfans

Oct 27, 2026 19 min

The Secret to an Engaged Audience with Mentimeter’s Oscar Svernlov

Oct 13, 2026 49 min

What’s the difference between an audience that’s simply listening and one that’s truly engaged? Often, it comes down to something surprisingly simple: giving people a voice. In this episode, Brittany sits down with Oscar Svernlov of Mentimeter, an interactive presentation platform she’s used hundreds of times on stages around the world. Together, they explore what makes people want to participate, how to turn passive audiences into active contributors, and why helping people feel seen, heard, and included can transform an experience. Drawing on his background as a teacher, game show host, and now product marketer at Mentimeter, Oscar shares what he’s learned about our deeply human need for connection and why the traditional one-way approach to presentations, meetings, and classrooms often falls short. They also explore the role technology plays in creating connection, including Oscar’s simple philosophy for keeping it human in an increasingly AI-powered world: start with humans, use technology to enhance the experience, and end with humans. Brittany and Oscar also discuss: Why the best presenters spend more time understanding their audience than perfecting their slidesHow anonymity can give more people the confidence to participate and share what they really thinkWhy great presentations should involve the audience instead of simply delivering information to themHow to use technology to strengthen human connection without letting it replace itCreative ways organizations are using Mentimeter to capture ideas, encourage collaboration, and make experiences more inclusiveHow Brittany uses Mentimeter to co-create experiences with her audiences and adapt her presentations in real timeThe Mentimeter features Brittany and Oscar wish more people knew about Learn more about Mentimeter here -------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfa...

Inside Taylor Swift's Rise to Superfandom with Emily Yahr

Oct 6, 2026 40 min

It’s hard to imagine now, but there was a time when plenty of people in Nashville didn’t think Taylor Swift would make it. In this episode, Brittany welcomes back Washington Post pop culture reporter Emily Yahr to talk about her new book, Taylor Swift: The Debut Years, an extensively reported look at the early years that laid the foundation for Taylor’s extraordinary career. After interviewing more than 100 people who knew and worked with Taylor during that era, Emily uncovered stories about the skepticism Taylor faced, the risks that helped launch her career, and the remarkable attention she paid to building genuine relationships with fans from the very beginning. Brittany and Emily also explore how Taylor connected with an audience the country music industry had largely overlooked, why her deeply personal songwriting resonated far beyond teenage listeners, and the small, memorable moments that helped turn early supporters into lifelong superfans. Along the way, they uncover lessons that extend far beyond the music industry—from understanding audiences others overlook to creating emotional connections, making people feel seen, and recognizing that the smallest touchpoints can leave the biggest impressions. In this episode, you’ll hear: Why so many people in Nashville doubted Taylor Swift early in her careerHow Taylor helped country music reach an entirely new generation of fansThe role personal connection played in building her fan base long before superstardomWhy “shake a million hands, make a million fans” became an early guiding philosophyWhat Taylor’s early approach to fandom can teach brands about customer experience and loyaltyWhat Emily learned from interviewing more than 100 people for Taylor Swift: The Debut YearsHow Taylor made fans—and people across the music industry—feel seen and rememberedLearn more about Taylor Swift: The Debut Years here, or grab a copy wherever you get books! -------------------------------- About Brittany Brittany Hodak is an a...

The Best Customer Service is the Service They Never Have to Ask For

Sep 29, 2026 20 min

How hard are your customers working just to do business with you? In this solo episode, Brittany introduces the ACHE framework, a simple way to spot unnecessary friction in your customer experience. Where are customers having to Ask, Chase, Hesitate, or Explain again? Each one is a clue that something could be easier, clearer, or better designed. And these friction points don’t just create frustration for customers—they create more work for your team, too. In this episode, you’ll learn: How to use the ACHE framework to uncover hidden frictionWhy repeated questions can signal an experience design problemHow proactive communication keeps customers from chasing you for answersWhy hesitation is one of the most invisible forms of customer frictionThe two questions leaders should ask their customer-facing teams during Customer Service WeekWhy the people closest to your customers are often closest to your biggest opportunitiesWhether you have a dedicated customer service team or you are the customer service team, Brittany’s challenge is simple: find one ACHE in your customer experience and fix it. Because sometimes the best customer service is the service your customer never has to ask for. Catch up on the SUPER AMAZING Show here. -------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocacy. Enjoying the show? Subscribe, leave a rating and review, and share this episode with someone who wants to create more superfans. Subscribe to Brittany's biweekly newsletter Follow Brittany on LinkedIn and Instagram Grab a copy of Creating Superfans on Amazon

The Invisible Baggage Every Customer Is Carrying, And How To Help Them With It

Sep 22, 2026 17 min

In this episode, Brittany shares personal stories to explain the invisible “trust deficit” that prospects and customers bring into relationships and five lessons for overcoming it. 01:46 Stage Style Anxiety 03:49 Stylist Sticker Shock 04:29 Mean DM Wake Up Call 05:27 Finding Glamhive Match 06:29 Trust Deficit Explained 08:03 Make The First Yes Smaller 09:18 Make The Invisible Visible 10:37 Ask About Baggage 11:22 Teach, Don't Tell 13:51 Rewrite Expectations 14:59 Five Takeaways Recap 16:27 Transformation -------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocacy. Enjoying the show? Subscribe, leave a rating and review, and share this episode with someone who wants to create more superfans. Subscribe to Brittany's biweekly newsletter Follow Brittany on LinkedIn and Instagram Grab a copy of Creating Superfans on Amazon

How Red Aspen Turned Brand Ambassadors Into Superfans

Sep 15, 2026 39 min

What does it take to build a brand people don’t just buy from—but genuinely want to be part of? In this episode, Brittany sits down with Jesse McKinney, co-founder and CEO of Red Aspen, to talk about the mission, culture, and community behind the fast-growing beauty brand. Jesse and her co-founders, Jeannie Reese and Amanda Moore, started Red Aspen in 2017 with a mission to inspire women to stand up, stand out, and stand together—before they even knew what product they would sell. They explore Red Aspen’s journey from launching with just a handful of false lashes to building a nine-figure beauty brand with thousands of passionate brand ambassadors. Jesse shares what it took to navigate explosive growth, challenge conventions in the direct-selling industry, and scale the company without losing the playfulness and personality that made people fall in love with it in the first place. They also dig into why showing up consistently is one of the simplest ways to build loyalty, why progress matters more than perfection, and how Red Aspen intentionally brings its core values to life across everything from packaging and language to events and technology. You’ll learn: Why Red Aspen started with a mission before it had a productWhat Jesse’s “200% committed” rule can teach entrepreneurs and leadersHow Red Aspen turned its brand ambassadors into passionate superfansWhy “playful” is one of Red Aspen’s core values—and how the company brings it to lifeWhat explosive growth taught Jesse about scaling a company and its cultureWhy Jesse believes people show up for you when you show up for themHow progress over perfection can create a culture of trust and authenticityWhy challenging industry conventions has helped Red Aspen continue to innovateWhat technology and AI can amplify—but never replace—when it comes to human connectionLearn more about Red Aspen here -------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer exper...

Inside the Cicis Pizza Playbook: People, Value, and Growth

Sep 8, 2026 49 min

How do you evolve a 40-year-old brand without losing what made people love it in the first place? In this episode, Brittany sits down with Jeff Hetsel, President and Chief Operating Officer of Cicis Pizza, to talk about the people, principles, and decisions driving the iconic brand forward. Jeff has spent 34 years with Cicis, working his way through nearly every level of the organization and developing a perspective that spans both the corporate office and the restaurant floor. They explore how Cicis has remained true to its core identity while continuing to evolve, from expanding its game rooms and launching a loyalty program to embracing technology as a way to eliminate friction and help employees better serve guests. They also dig into what value really means beyond price, why Jeff sees franchising as an opportunity to change lives at scale, and how Cicis continues to invest in the people who bring the brand to life every day. Whether you’re leading a legacy brand, managing a growing team, or thinking about how to evolve your customer experience, this conversation is a reminder that growth and innovation work best when you stay close to the people you serve. You’ll learn: Why Jeff believes “the answers are all outside of this building”How staying close to frontline employees can make you a better leaderHow Cicis Pizza thinks about value beyond priceWhy evolving a legacy brand doesn’t mean abandoning what made it successfulHow Cicis uses technology to eliminate friction—not replace peopleWhy Jeff sees franchising as a way to change lives at scaleHow Cicis is using loyalty to build stronger relationships with its guestsWhy the people closest to your customers can uncover opportunities you’ll never find in a boardroomWhy great people remain the foundation of a great customer experience-------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into supe...

Remembering Dolly: Why Everyone, It Seems, Was Her Superfan

Sep 1, 2026 25 min

It’s hard to think of another person who belonged to so many people quite like Dolly Parton. In this special episode of Creating Superfans, Brittany reflects on Dolly’s extraordinary life and legacy, sharing personal stories from the times she was lucky enough to work with her and exploring why generations of people felt such a deep, personal connection to her. Using the SUPER Model from Creating Superfans as a lens, Brittany breaks down some of the qualities that made Dolly truly one of a kind: her unwavering authenticity, her remarkable empathy, her ability to make every person feel seen and special, her commitment to exceeding expectations, and the consistency with which she showed up for her fans and her craft. More than a celebration of an unparalleled career, this episode is a look at what happens when someone uses their platform to make other people feel like they matter. Dolly didn’t just build a fanbase—she created a sense of belonging that crossed generations, communities, and cultures. It’s a tribute to an icon, a humanitarian, and a masterclass in what it means to leave people—and the world—better than you found them. If you’re interested in Brittany’s leadership training video, “What Would Dolly Do?, make sure you’re subscribed to her newsletter. Make a donation to the Imagination Library -------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocacy. Enjoying the show? Subscribe, leave a rating and review, and share this episode with someone who wants to create more superfans. Subscribe to Brittany's biweekly newsletter Follow Brittany on LinkedIn and Instagram Grab a copy of Crea...

The Secret to Creating a Luxury Experience with Neen James

Aug 25, 2026 38 min

Luxury isn’t about spending more. It’s about noticing more. In this episode, Brittany sits down with Neen James, leadership strategist, keynote speaker, and author of Exceptional Experiences, to rethink what “luxury” really means—and why any business, at any price point, can make customers feel seen, heard, and valued. Neen shares why she believes luxury is about moments, not money, and how the smallest details can often create the biggest impact. She walks us through her Experience Elevation Model and its five luxury levers, designed to help brands capture attention, create connection, and ultimately turn customers into advocates. They also explore the importance of systemized thoughtfulness: creating repeatable systems that empower every team member to deliver an elevated experience, rather than leaving those moments to chance. Whether you’re running a five-person business or leading a team of 50,000, this conversation is a reminder that you don’t need a luxury budget to create an experience that feels luxurious. You just need to pay attention to the moments that matter. You’ll learn: Why luxury is a mindset, not a price pointHow to make customers feel seen, heard, and valuedLow cost, high impact examples from hotels, real estate professionals, and moreHow to systemize thoughtfulness across an organizationNeen’s five-part Experience Elevation ModelWhy consistency matters across every customer touchpointThe power of turning ordinary interactions into “champagne moments”How exceptional experiences turn customers into advocates—and superfans Listen to the conversation with Joey Coleman. Learn more about Neen James on her website. Buy her book “Exceptional Experiences” on Amazon. -------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express,...

If Your Stores Could Talk: Turning Conversations Into Customer Insight with Kevin Farley

Aug 18, 2026 51 min

What if your customers are telling you exactly how to improve your business... and you've never heard a word of it? In this episode of Creating Superfans, Brittany sits down with Kevin Farley, Chief Customer Officer at InStore AI, a company that helps convenience store retailers understand what customers and employees are really saying during in-store conversations. By using AI to analyze millions of real-world interactions at the point of sale, InStore AI uncovers insights that help retailers improve customer experience, coach employees, and make smarter business decisions. Together, they explore why the most valuable customer feedback often isn't found in surveys, how AI can reveal hidden opportunities inside everyday conversations, and why the future of customer experience isn't about removing human interaction—it's about making it more meaningful. You'll learn: Why neutral customer interactions are more dangerous than many leaders realizeHow AI is uncovering customer insights that traditional surveys never couldWhy employee friction is often the hidden cause of customer frictionHow leading retailers are using conversation data to coach—not police—their frontline teamsWhy the best customer experience strategies still depend on human connectionHow retailers can identify unmet customer needs before they show up in sales reportsWhy listening at the point of purchase can transform merchandising, operations, and employee engagementKevin's prediction for how AI will reshape retail over the next five yearsLearn more about InStore AI here. -------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocac...

If It Doesn't Stick, It Doesn't Scale

Aug 11, 2026 16 min

What if the reason your customer experience strategy isn't working... is simply because nobody can remember it? The best processes in the world don't matter if your team can't recall them when a customer is standing right in front of them. In this episode, I'm diving into one of my favorite (and most overlooked) tools for creating consistent customer experiences: mnemonic devices. From "righty tighty, lefty loosey" to Starbucks' LATTE service recovery model, I'll share why simple frameworks stick—and how the world's best brands use them to help employees make better decisions under pressure. Then I'll walk you through my own five-step STICK framework so you can create memorable, actionable systems tailored to your business. Whether you're training new employees, improving service recovery, or looking for a way to make your customer experience more consistent, this episode will help you build processes your team will actually remember—and use. In this episode, you'll learn: Why most customer experience frameworks fail (even when they're good)How mnemonic devices make training more memorable and repeatableReal examples from brands like Starbucks, Apple, Marriott, and McDonald'sMy five-step STICK framework for creating your own memorable customer experience systemsHow to turn complicated processes into simple habits your team can execute with confidenceBecause if it doesn't stick... it doesn't scale. -------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocacy. Enjoying the show? Subscribe, leave a rating and review, and share this episode with someone who wants to create more superfans. Subscri...

How Code Ninjas Creates an Experience Kids Can't Wait to Return To

Aug 4, 2026 38 min

What does it take to create an experience that makes kids beg to come back—and turns parents into superfans? In this episode of Creating Superfans, I sit down with Ed Kim, Vice President of Education & Training at Code Ninjas, a brand my family knows well. As a self-proclaimed Code Ninjas superfan, I ask Ed how the company has built an experience that inspires such passionate loyalty from kids and parents alike. Together, we discuss the challenges of delivering a consistent experience across a global franchise network, the role curiosity plays in learning, and how Code Ninjas is preparing students to thrive in a rapidly changing technological world. You'll learn: Why experience design is just as important in education as it is in businessHow Code Ninjas creates a space where kids feel ownership, independence, and belongingThe role curiosity plays in developing lifelong learnersWhy adaptability may be the most important skill kids need for the futureHow parents can think about AI, technology, and online safety without fearWhat today's kids can teach us about customer experience and innovationHow Code Ninjas inspires students to become creators, not just consumers, of technologyEd's vision for the future and the impact he hopes today's students will have on the worldLearn more about Code Ninjas here. -------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocacy. Enjoying the show? Subscribe, leave a rating and review, and share this episode with someone who wants to create more superfans. Subscribe to Brittany's biweekly newsletter Follow Brittany on LinkedIn and Instagram Grab a copy of Creati...

Yep, That's Experience!

Jul 28, 2026 20 min

In this solo episode of Creating Superfans, Brittany challenges you to see the world through a different lens. A confusing website? Yep, that's experience. A parking lot that's too dark? That's experience. A dressing room with only one hook? Believe it or not... yep, that's experience. Customer experience isn't just what happens when someone talks to customer service. It's every interaction that shapes how people feel about doing business with you—before, during, and long after the sale. Through dozens of rapid-fire examples (some obvious, some surprising, and some you've probably never thought about), Brittany reveals how tiny moments of friction quietly influence trust, loyalty, and referrals. You'll walk away looking at your business with fresh eyes—and spotting opportunities to create superfans that may have been hiding in plain sight all along. You'll learn: Why customer experience belongs to every department—not just customer serviceHow tiny moments of friction can quietly cost you customersSimple ways to improve your experience before, during, and after the saleWhy "neutral" interactions are often your greatest opportunityHow obsessing over the little things leads to unforgettable customer experiencesThe next time you notice a broken link, a confusing sign, or an employee who goes above and beyond, you'll probably find yourself saying... Yep, that's experience! -------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocacy. Enjoying the show? Subscribe, leave a rating and review, and share this episode with someone who wants to create more superfans. Subscribe to Brittany's biweekly newsl...

How Sugarwish Reinvented Corporate Gifting | Elisabeth Vezzani

Jul 21, 2026 40 min

What if gifting could be as easy as sending a gift card—but infinitely more joyful and personal? In this episode, I'm joined by Elisabeth Vezzani, co-founder of Sugarwish, to talk about how a conversation on the sidelines of a youth soccer game turned into a business that's delivered millions of moments of joy. Elisabeth shares how Sugarwish combines technology and personalization to create gifting experiences that feel thoughtful, memorable, and genuinely human. We also discuss why the little details matter, how customer feedback has shaped Sugarwish's growth, and what it really takes to create superfans in a world full of transactional experiences. In this episode, you'll learn: The origin story behind Sugarwish and the problem it was created to solveHow to balance high-tech convenience with high-touch personalizationWhy the smallest details often have the biggest impact on customer experienceHow Sugarwish has expanded from candy to wine, candles, spa products, pet gifts, and moreThe role customer feedback plays in innovation and product developmentWhy Elisabeth does not delegate this one taskHow Sugarwish's partnership with Make-A-Wish aligns with its mission of spreading joy Special Offer for Listeners Try Sugarwish for yourself and save $10 on your first order with code SUPERFANS. Connect with Elisabeth & Sugarwish Website: sugarwish.comInstagram: @sugarwishgirl-------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocacy. Enjoying the show? Subscribe, leave a rating and review, and share this episode with someone who wants to create more superfans. Subscribe to Brittany's biweekly newsle...

How I Travel 70+ Times A Year (And Still Have A Great Home Life)

Jul 14, 2026 27 min

How do I travel 70+ times a year, raise two young kids, and still stay sane? After more than a year away, I'm excited to kick off Season 4 of Creating Superfans with a behind-the-scenes look at one of the questions I get asked more than almost anything else. In this solo episode, I'm pulling back the curtain on life as a keynote speaker and sharing the travel hacks, productivity systems, and family routines that help me spend more than 70 trips a year on the road without sacrificing what matters most at home. From the duplicate-packing strategy that changed everything to the loyalty programs, credit card perks, and hotel hacks that make constant travel easier, I'll share practical tips you can start using right away. I'll also talk about the intentional systems my family has created to help my two young sons see my travel as an opportunity rather than a sacrifice. Whether you're a frequent traveler, an entrepreneur, or simply trying to balance a busy career with your personal life, I hope this episode gives you ideas to help you travel smarter and live more intentionally. You'll learn: The packing system that saves me time and eliminates travel stress How I maximize airline, hotel, and credit card rewards without overcomplicating the process Simple travel hacks that make frequent trips more comfortable and efficient The family rituals that help me stay connected while I'm on the road Why I believe work-life balance isn't about doing everything at once—it's about being intentional with your time and attention-------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocacy. Enjoying the show? S...

Ask Brittany Anything | Answering Your Top Questions

Dec 20, 2024 38 min

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 Superfans 5 Customer Experience Lessons from the Eras Tour Interested in participating in a future origin story makeover episode? Email hello@brittanyhodak.com -------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocacy. Enjoying the show? Subscribe, leave a rating and review, and share this episode with some...

Robert Glazer | Rethinking Two Weeks’ Notice

Dec 12, 2024 33 min

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 Amazon Subscribe to Friday Forward Follow Robert Glazer on LinkedIn -------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocacy. Enjoying the show? Subscribe, leave a rating and review, and share this episode with someone who wants to create more superfans. Subscribe to Brittany's biweekly newsletter Follow Brittany on LinkedIn and Instagram Grab a copy of Creating Superfans on Amazon

Bob Kaufman | Lessons in Global Franchising and Brand Adaptation

Dec 5, 2024 36 min

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 -------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocacy. Enjoying the show? Subscribe, leave a rating and review, and share this episode with someone who wants to create more superfans. Subscribe to Brittany's biweekly newsletter Follow Brittany on LinkedIn and Instagram Grab a copy of Creating Superfans on Amazon

Creating Superfans During the Black Friday Chaos

Nov 25, 2024 29 min

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 -------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocacy. Enjoying the show? Subscribe, leave a rating and review, and share this episode with someone who wants to create more superfans. Subscribe to Brittany's biweekly newsletter Follow Brittany on LinkedIn and Instagram Grab a copy of Creating Superfans on Amazon

High Tech and High Touch Personalization

Nov 14, 2024 19 min

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 -------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocacy. Enjoying the show? Subscribe, leave a rating and review, and share this episode with someone who wants to create more superfans. Subscribe to Brittany's biweekly newsletter Follow Brittany on LinkedIn and Instagram Grab a copy of Creating Superfans on Amazon

Dr. Joseph Michelli | Mastering Micro and Macro Customer Experience Strategies

Nov 7, 2024 33 min

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 -------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocacy. Enjoying the show? Subscribe, leave a rating and review, and share this episode with someone who wants to create more superfans. Subscribe to Brittany's biweekly newsletter Follow Brittany on LinkedIn and Instagram Grab a copy of Creating Superfans on Amazon

Steve Pratt | How to Earn Your Customers' Attention

Oct 31, 2024 35 min

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 -------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocacy. Enjoying the show? Subscribe, leave a rating and review, and share this episode with someone who wants to create more superfans. Subscribe to Brittany's biweekly newsletter Follow Brittany on LinkedIn and Instagram Grab a copy of Creating Superfans on Amazon

How to Earn More Referrals In Your Business

Oct 24, 2024 20 min

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 -------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocacy. Enjoying the show? Subscribe, leave a rating and review, and share this episode with someone who wants to create more superfans. Subscribe to Brittany's biweekly newsletter Follow Brittany on LinkedIn and Instagram Grab a copy of Creating Superfans on Amazon

Rhea Lana Riner | Scaling A Customer-Centric Franchise

Oct 17, 2024 30 min

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. -------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocacy. Enjoying the show? Subscribe, leave a rating and review, and share this episode with someone who wants to create more superfans. Subscribe to Brittany's biweekly newsletter Follow Brittany on LinkedIn and Instagram Grab a copy of Creating Superfans on Amazon

Gary Arndt | The Secret Sauce Behind One of the World’s Most Successful Podcasts

Oct 10, 2024 42 min

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. -------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocacy. Enjoying the show? Subscribe, leave a rating and review, and share this episode with someone who wants to create more superfans. Subscribe to Brittany's biweekly newsletter Follow Brittany on LinkedIn and Instagram Grab a copy of Creating Superfans on Amazon

Interview Questions and Tips for Hiring Customer-Centric Employees

Oct 3, 2024 19 min

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. -------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocacy. Enjoying the show? Subscribe, leave a rating and review, and share this episode with someone who wants to create more superfans. Subscribe to Brittany's biweekly newsletter Follow Brittany on LinkedIn and Instagram Grab a copy of Creating Superfans on Amazon

Erin King | How to Optimize Your Personal Energy for Success

Sep 26, 2024 36 min

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 Exam Follow Erin on Instagram -------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocacy. Enjoying the show? Subscribe, leave a rating and review, and share this episode with someone who wants to create more superfans. Subscribe to Brittany's biweekly newsletter Follow Brittany on LinkedIn and Instagram Grab a copy of Creating Superfans on Amazon

David Avrin | Be Ridiculously Easy to Do Business with

Sep 19, 2024 35 min

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 With Learn more about David Avrin, including his speaking and consulting services, here. -------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocacy. Enjoying the show? Subscribe, leave a rating and review, and share this episode with someone who wants to create more superfans. Subscribe to Brittany's biweekly newsletter Follow Brittany on LinkedIn and Instagram Grab a copy of Creating Superfans on Amazon

Revisiting My Shark Tank Experience 10 Years Later

Sep 12, 2024 37 min

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. -------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocacy. Enjoying the show? Subscribe, leave a rating and review, and share this episode with someone who wants to create more superfans. Subscribe to Brittany's biweekly newsletter Follow Brittany on LinkedIn and Instagram Grab a copy of Creating Superfans on Amazon

Blake Morgan's Blueprint for Customer-Focused Leadership

Sep 5, 2024 26 min

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 here Listen to the Modern Customer Podcast -------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocacy. Enjoying the show? Subscribe, leave a rating and review, and share this episode with someone who wants to create more superfans. Subscribe to Brittany's biweekly newsletter Follow Brittany on LinkedIn and Instagram Grab a copy of Creating Superfans on Amazon

Mo Bunnell on How to Build Relationships that Transform your Career

Aug 29, 2024 34 min

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. -------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocacy. Enjoying the show? Subscribe, leave a rating and review, and share this episode with someone who wants to create more superfans. Subscribe to Brittany's biweekly newsletter Follow Brittany on LinkedIn and Instagram Grab a copy of Creating Superfans on Amazon

Five-Step Trick for Understanding Your Customer’s Story

Aug 22, 2024 25 min

Superfans are created at the intersection of YOUR story and every CUSTOMER’S story. They are forged at that magical, overlapping point where it becomes obvious that you share a common purpose or passion. Your thing matters and is relevant to their thing. I’ve done several episodes of this podcast focused on crafting and sharing your story. So, in this episode, I’m sharing a five-step trick that will help you learn more about every customer’s story and accelerate the path to creating superfans. Remember, superfandom is a two-way street. If you want your customers to love you, you’ve got to love them back. Period. And, it’s really hard to love someone you don’t even know. Tune in to learn more about my S-T-O-R-Y framework, and don’t forget to head to BrittanyHodak.com/SUPER to download and fill in the customer persona template. -------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocacy. Enjoying the show? Subscribe, leave a rating and review, and share this episode with someone who wants to create more superfans. Subscribe to Brittany's biweekly newsletter Follow Brittany on LinkedIn and Instagram Grab a copy of Creating Superfans on Amazon

Shama Hyder on Navigating Generational Shifts and New Consumer Dynamics

Aug 15, 2024 39 min

Shama Hyder is the CEO of Zen Media, a global marketing and digital PR firm. She's an award-winning entrepreneur, having been honored by both the White House and The United Nations as one of the top 100 young entrepreneurs in the country. She's a bestselling author of two books and is widely known as the Zen Master of Marketing. Shama and I discuss the impact of generational shifts on customer loyalty and buying habits, the rise of "dark social," and the new rules of influence in marketing. Tune in as we unravel the complexities of modern consumer trends and uncover the keys to staying relevant in today’s evolving landscape. Visit Shama’s website to learn more -------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocacy. Enjoying the show? Subscribe, leave a rating and review, and share this episode with someone who wants to create more superfans. Subscribe to Brittany's biweekly newsletter Follow Brittany on LinkedIn and Instagram Grab a copy of Creating Superfans on Amazon

Dan Michaeli on Transforming Customer Support with AI

Aug 8, 2024 32 min

Dan Michaeli is the co-founder and CEO of Glia, a digital customer service platform that seamlessly integrates various modes of communication into one “channel-less” interface. In other words, customer interactions evolve as the conversations do in the digital-first world: moving easily between voice and screen, virtual AI assistance, and live humans - even securely sharing screens. I’ve been lucky enough to see this platform in action and I was SO impressed that I had to bring Dan on the podcast. He’s been at the forefront of AI and customer experience for over a decade, and he talks to me about the balance of efficiency and human responsibility, the use of “digital body language,” and the importance of an omnichannel experience. Learn more about Glia Follow Dan on LinkedIn -------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocacy. Enjoying the show? Subscribe, leave a rating and review, and share this episode with someone who wants to create more superfans. Subscribe to Brittany's biweekly newsletter Follow Brittany on LinkedIn and Instagram Grab a copy of Creating Superfans on Amazon

15 Low-Cost or No-Cost Ways to Improve Your CX

Aug 1, 2024 26 min

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. -------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocacy. Enjoying the show? Subscribe, leave a rating and review, and share this episode with someone who wants to create more superfans. Subscribe to Brittany's biweekly newsletter Follow Brittany on LinkedIn and Instagram Grab a copy of Creating Superfans on Amazon

My Favorite Books I've Read This Year

Dec 5, 2023 26 min

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 - -------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocacy. Enjoying the show? Subscribe, leave a rating and review, and share this episode with someone who wants to create more superfans. Subscribe to Brittany's biweekly newsletter Follow Brittany on LinkedIn and Instagram Grab a copy of Creating Superfans on Amazon

How to Wow Your Clients with the Best Gifts

Nov 28, 2023 35 min

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 interv...

10 Often-Overlooked CX Opportunities Hiding in Plain Sight

Nov 14, 2023 28 min

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 -------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empower...

Stacy Sherman on How to Build Customer-Centric Teams

Nov 7, 2023 33 min

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 St...

Joey Coleman on How to Transform Your Employees into Advocates

Oct 31, 2023 46 min

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 W...

Lauren Teague on How to Cultivate Fan Engagement on Social Media

Oct 24, 2023 41 min

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...

Scott Harris on How to Use Data to Power Business Outcomes

Oct 17, 2023 38 min

Scott Harris is a Founder, CEO, and author. He’s the CEO of Experience.com, a company he founded in 2015 to redefine the way the world thinks about Customer Experience, Employee Experience, and the all-important interplay between the two. Scott and I had the pleasure of working at Experience.com together, and he might just be the only person that’s more passionate about experience than me. In today’s episode, we discuss the ever-changing rules for success in the digital landscape and the importance of understanding the new algorithms that shape consumer behavior. After listening to our conversation, you’ll be better prepared to win online and transform your organization into an experience-led enterprise. Show Notes 3:28 - Scott tells us about Experience.com 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. I...

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

Oct 10, 2023 35 min

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 -------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience spe...

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

Oct 3, 2023 41 min

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 -------------------------------- About Brittany Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations ar...

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

Sep 26, 2023 37 min

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 revie...

Charles Ryan Minton on Improving CX from the Inside Out

Sep 19, 2023 44 min

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 ophthalmolo...

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

Sep 12, 2023 40 min

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...

James Shaw on the Power of Community and Identity

Sep 5, 2023 37 min

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...

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The Verification Era: Why "Trust Me" Isn't Enough Anymore with Henna Pryor

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Podcast details

Created by: Brittany Hodak
Status: Active
Latest episode: Nov 10, 2026
Episodes: 75
Release period: Weekly
Avg. episode length: 33 min
Explicit: No
Language: English

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