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 [email protected]

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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 character
• Why you should stop doing performance improvement plans (PIPs)
• How negative departures can damage your company reputation and talent acquisition
• Practical steps for building trust and managing transitions effectively
• The long-term value of turning former employees into superfan alumni

Whether 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

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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

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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 [email protected] 

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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

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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

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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

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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

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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.

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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.

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