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 58 episodes on record and a Required Pod Score of 80.

Brittany Hodak hosts Creating Superfans, a business show with 58 episodes published.

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  Episode #412

  The Best Customer Service is the Service They Never Have to Ask For

  Sep 29, 202620 minS4

  How hard are your customers working just to do business with you? In this solo episode, Brittany introduces the ACHE framework , a simple way to spot unnecessary friction in your customer experience. Where are customers having to Ask, Chase, Hesitate, or Explain again? Each one is a clue that something could be easier, clearer, or better designed. And these friction points don’t just create frustration for customers—they create more work for your team, too. In this episode, you’ll learn: How to use the ACHE framework to uncover hidden friction Why repeated questions can signal an experience design problem How proactive communication keeps customers from chasing you for answers Why hesitation is one of the most invisible forms of customer friction The two questions leaders should ask their customer-facing teams during Customer Service Week Why the people closest to your customers are often closest to your biggest opportunities Whether you have a dedicated customer service team or you are the customer service team, Brittany’s challenge is simple: find one ACHE in your customer experience and fix it. Because sometimes the best customer service is the service your customer never has to ask for. Catch up on the SUPER AMAZING Show 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 #411

  The Invisible Baggage Every Customer Is Carrying, And How To Help Them With It

  Sep 22, 202618 minS4

  In this episode, Brittany shares personal stories to explain the invisible “trust deficit” that prospects and customers bring into relationships and five lessons for overcoming it. 01:46 Stage Style Anxiety 03:49 Stylist Sticker Shock 04:29 Mean DM Wake Up Call 05:27 Finding Glamhive Match 06:29 Trust Deficit Explained 08:03 Make The First Yes Smaller 09:18 Make The Invisible Visible 10:37 Ask About Baggage 11:22 Teach, Don't Tell 13:51 Rewrite Expectations 14:59 Five Takeaways Recap 16:27 Transformation -------------------------------- 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 #410

  How Red Aspen Turned Brand Ambassadors Into Superfans

  Sep 15, 202640 minS4

  What does it take to build a brand people don’t just buy from—but genuinely want to be part of? In this episode, Brittany sits down with Jesse McKinney, co-founder and CEO of Red Aspen, to talk about the mission, culture, and community behind the fast-growing beauty brand. Jesse and her co-founders, Jeannie Reese and Amanda Moore, started Red Aspen in 2017 with a mission to inspire women to stand up, stand out, and stand together—before they even knew what product they would sell. They explore Red Aspen’s journey from launching with just a handful of false lashes to building a nine-figure beauty brand with thousands of passionate brand ambassadors. Jesse shares what it took to navigate explosive growth, challenge conventions in the direct-selling industry, and scale the company without losing the playfulness and personality that made people fall in love with it in the first place. They also dig into why showing up consistently is one of the simplest ways to build loyalty, why progress matters more than perfection, and how Red Aspen intentionally brings its core values to life across everything from packaging and language to events and technology. You’ll learn: Why Red Aspen started with a mission before it had a product What Jesse’s “200% committed” rule can teach entrepreneurs and leaders How Red Aspen turned its brand ambassadors into passionate superfans Why “playful” is one of Red Aspen’s core values—and how the company brings it to life What explosive growth taught Jesse about scaling a company and its culture Why Jesse believes people show up for you when you show up for them How progress over perfection can create a culture of trust and authenticity Why challenging industry conventions has helped Red Aspen continue to innovate What technology and AI can amplify—but never replace—when it comes to human connection Learn more about Red Aspen 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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  Creating Superfans

  Inside the Cicis Pizza Playbook: People, Value, and Growth

  Sep 8, 202649 min

  How do you evolve a 40-year-old brand without losing what made people love it in the first place? In this episode, Brittany sits down with Jeff Hetsel, President and Chief Operating Officer of Cicis Pizza, to talk about the people, principles, and decisions driving the iconic brand forward. Jeff has spent 34 years with Cicis, working his way through nearly every level of the organization and developing a perspective that spans both the corporate office and the restaurant floor. They explore how Cicis has remained true to its core identity while continuing to evolve, from expanding its game rooms and launching a loyalty program to embracing technology as a way to eliminate friction and help employees better serve guests. They also dig into what value really means beyond price, why Jeff sees franchising as an opportunity to change lives at scale, and how Cicis continues to invest in the people who bring the brand to life every day. Whether you’re leading a legacy brand, managing a growing team, or thinking about how to evolve your customer experience, this conversation is a reminder that growth and innovation work best when you stay close to the people you serve. You’ll learn: Why Jeff believes “the answers are all outside of this building” How staying close to frontline employees can make you a better leader How Cicis Pizza thinks about value beyond price Why evolving a legacy brand doesn’t mean abandoning what made it successful How Cicis uses technology to eliminate friction—not replace people Why Jeff sees franchising as a way to change lives at scale How Cicis is using loyalty to build stronger relationships with its guests Why the people closest to your customers can uncover opportunities you’ll never find in a boardroom Why great people remain the foundation of a great customer 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 #408

  Remembering Dolly: Why Everyone, It Seems, Was Her Superfan

  Sep 1, 202625 minS4

  It’s hard to think of another person who belonged to so many people quite like Dolly Parton. In this special episode of Creating Superfans , Brittany reflects on Dolly’s extraordinary life and legacy, sharing personal stories from the times she was lucky enough to work with her and exploring why generations of people felt such a deep, personal connection to her. Using the SUPER Model from Creating Superfans as a lens, Brittany breaks down some of the qualities that made Dolly truly one of a kind: her unwavering authenticity, her remarkable empathy, her ability to make every person feel seen and special, her commitment to exceeding expectations, and the consistency with which she showed up for her fans and her craft. More than a celebration of an unparalleled career, this episode is a look at what happens when someone uses their platform to make other people feel like they matter. Dolly didn’t just build a fanbase—she created a sense of belonging that crossed generations, communities, and cultures. It’s a tribute to an icon, a humanitarian, and a masterclass in what it means to leave people—and the world—better than you found them. If you’re interested in Brittany’s leadership training video, “What Would Dolly Do?, make sure you’re subscribed to her newsletter. Make a donation to the Imagination Library -------------------------------- 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

  ListenShow Notes

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