In this episode of Seek Your Summit, Jenn Drummond chats with award-winning entrepreneur and author Brittany Hodak, about the critical role of customer experience and how treating employees well can lead to engaged customers. They dive into Brittany's journey, from her early professional setbacks to her successful entrepreneurial pivot, emphasizing the importance of creating memorable customer interactions.
Brittany shares her actionable "supermodel" framework designed to turn customers into super fans by exceeding basic expectations and fostering genuine connections. Personalization, effective communication, and prompt resolution are highlighted as key components in maintaining loyal customer relationships.
Timestamps:
00:00 Introduction
04:37 Supermodel: Framework emphasizing story for differentiation.
08:34 Selling experiences, not just services or products.
12:02 Focus on customer journey: before, during, after.
14:33 Service recovery paradox increases customer loyalty.
19:22 Regularly collect, review, and act on feedback.
22:56 Brother enabled concert trips with media passes.
24:24 Sneaking into locker rooms led to music career.
28:08 Tangible music experience deeply connects to artists.
31:19 Featured on show, began successful speaking career.
33:11 Service should be relational, not transactional, everywhere.
🏔️ ABOUT Jenn Drummond 🏔️
Jenn Drummond is a Mom of 7, a successful business owner, and a World Record holder. As the first woman to climb the second highest summits on each of the 7 continents, she now inspires others to create thriving businesses and lasting legacies. She shares her story and strategies for success through her book, BreakProof: 7 Strategies to Build Resilience and Achieve Your Life Goals, and her Seek Your Summit podcast, programs, and signature talks. Learn more about how she elevates devoted and determined entrepreneurs to go beyond success to a life of significance.
✨ JOIN Jenn Drummond ✨
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✨ Check Out Jenn Drummond's Podcast videos ✨
✨Episode 83: Ascending Against All Odds: Stormy Wellington's Inspiring Journey
➡️ • https://www.youtube.com/watch?v=BlGSPA1M0Z8
✨Episode 80: Melitsa Waage’s Journey of Resilience and Innovation | Jenn Drummond
➡️ • https://www.youtube.com/watch?v=ihmS0smE-Kw
✨Episode 81: Triumph Through Trials with Amy Lacey | Jenn Drummond
➡️ • https://www.youtube.com/watch?v=2brouX9WGpQ
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Thank you for watching - From Rejection to Shark Tank Fame: Elevate Your Customer Experience with Brittany Hodak | Jenn Drummond
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