Creating Superfans

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.

Creating Superfans is a business podcast hosted by Brittany Hodak, with 63 episodes on record and a Required Pod Score of 80. PitchCentric scores this show on Booking Probability, Listen Score, and live audience signals refreshed every 24 hours.

Brittany Hodak hosts Creating Superfans, a business show with 63 episodes published.

Our AI reads these to draft pitches. Use them as grounding for a pitch that cites a real guest and a specific topic.

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  Episode #406

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

  Aug 18, 202651 minS4

  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 realize How AI is uncovering customer insights that traditional surveys never could Why employee friction is often the hidden cause of customer friction How leading retailers are using conversation data to coach—not police—their frontline teams Why the best customer experience strategies still depend on human connection How retailers can identify unmet customer needs before they show up in sales reports Why listening at the point of purchase can transform merchandising, operations, and employee engagement Kevin's prediction for how AI will reshape retail over the next five years Learn 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 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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  Episode #405

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

  Aug 11, 202617 minS4

  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 repeatable Real examples from brands like Starbucks, Apple, Marriott, and McDonald's My five-step STICK framework for creating your own memorable customer experience systems How to turn complicated processes into simple habits your team can execute with confidence Because 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. Subscribe to Brittany's biweekly newsletter Follow Brittany on LinkedIn and Instagram Grab a copy of Creating Superfans on Amazon

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  Episode #404

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

  Aug 4, 202639 minS4

  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 business How Code Ninjas creates a space where kids feel ownership, independence, and belonging The role curiosity plays in developing lifelong learners Why adaptability may be the most important skill kids need for the future How parents can think about AI, technology, and online safety without fear What today's kids can teach us about customer experience and innovation How Code Ninjas inspires students to become creators, not just consumers, of technology Ed's vision for the future and the impact he hopes today's students will have on the world Learn 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 Creating Superfans on Amazon

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  Episode #403

  Yep, That's Experience!

  Jul 28, 202621 minS4

  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

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  Episode #402

  How Sugarwish Reinvented Corporate Gifting | Elisabeth Vezzani

  Jul 21, 202641 minS4

  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 -------------------------------- 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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