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Yep, That's Experience!
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!
--------------------------------
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
View all episodes
By Brittany Hodak
4.9
2525 ratings
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!
--------------------------------
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