Creating Superfans

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 service
• How tiny moments of friction can quietly cost you customers
• Simple ways to improve your experience before, during, and after the sale
• Why "neutral" interactions are often your greatest opportunity
• How obsessing over the little things leads to unforgettable customer experiences

The 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!

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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.

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Grab a copy of Creating Superfans on Amazon

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 solve
• How to balance high-tech convenience with high-touch personalization
• Why the smallest details often have the biggest impact on customer experience
• How Sugarwish has expanded from candy to wine, candles, spa products, pet gifts, and more
• The role customer feedback plays in innovation and product development
• Why Elisabeth does not delegate this one task
• How 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.com
• Instagram: @sugarwishgirl

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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 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

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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

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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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

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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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

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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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 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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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

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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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

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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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

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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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