SIMPLE brand #67: Brittany Hodak - How to Turn Your Customers Into Superfans
In this week’s episode of the SIMPLE brand podcast, I talk with Brittany Hodak!
I think a fanbase is absolutely key to momentum and growth. Fans are not just loyal, they're devoted. They’ll consume whatever it is that their favorite artists or teams put out.
Fans are advocates. They'll visually show their support with branded clothes and merchandise.
Fans are evangelists. They'll tell all their friends about their favorite things and try to show them why their friends need to be fans too.
But what if your customers could be fans of you and your brand. Not just loyal customers, but actual SUPER FANS.
It’s totally possible. And it can happen. But it takes a lot of work on your part. It takes you delivering the right experiences to them that helps them turn into super fans.
That’s why I had such a fun time talking with this week’s guest - Brittany Hodak.
Brittany’s an international keynote speaker and award-winning customer experience leader. She’s been a regular contributor for Forbes, Adweek, and Success Magazine. And she’s been featured on ABC, CBS, FOX, NBC, CNBC, Bloomberg, Fox News, and more.
Brittany’s been named in Advertising Age’s 40 Under 40 list, and Inc. Magazine’s 30 Under 30 list, and she was awarded Most Disruptive Marketing Entrepreneur at the UN’s Empact Awards.
And Entrepreneur Magazine calls Brittany an “expert at creating loyal fans for your brand,” and she’s widely regarded as the “go-to source” on creating and retaining superfans.
Of course, your goal for your brand should be to deliver an experience that creates loyal customers who come back again and again. That’s a given. But then your goal should be to take that even further. You want to deliver experiences that convert customers into DEVOTED SUPERFANS — repeat clients who will always advocate for your brand without you even having to ask. And in this week’s episode, Brittany gives us lessons on how to do just that.
Some of the topics we discuss include:
How being customer-centric means never resting on your laurels
What we can learn from superstars with engaged fanbases and instill those lessons into our brands
How a conversation with 16-year-old Taylor Swift turned into a lesson around creating a two-way street relationship with your customers
- Your competitors are happy to treat your customers the way they deserve to be treated if you won’t do it
The definition of a superfan and how they can be the best marketing for your brand
Brittany’s five-step framework for creating superfans
Why every employee is in both the Experience and Sales departments
Why your customers are comparing you to every great experience they've had, not just your direct competitors
RESOURCES FROM THIS EPISODE
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