When Lauren Teague and Brittany Hodak get together, you know some brands' ears are burning! These two are obsessed with fandom in all shapes and experiences. Discover the secrets to transforming customers into superfans with author, speaker, and podcast host Brittany Hodak on this episode of #BrandtoFan Show. Explore how fandom, CX principles, and compelling storytelling can elevate your brand.
Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who has delivered global keynotes to organizations, including American Express and the United Nations. She has worked with some of the world’s biggest brands and entertainers, including Walmart, Disney, Katy Perry, and Dolly Parton. She founded and scaled an entertainment startup to eight figures before exiting, and she is the former Chief Experience Officer of Experience.com.
In this Episode (Time Stamps):
[00:02:50] Fanatical about entertainment and pop culture matters.
[00:05:51] Unforgettable fan experience sparks a quest to understand
[00:09:20] Childhood dreams of working in the music industry or as a ballpark vendor.
[00:12:03] Leap of faith propelled Brittany into entrepreneurship
[00:14:50] Dispelling the myth of easy success in entertainment.
[00:18:07] Be good enough to make people care.
[00:21:13] Framework helps understand customer needs; create superfan.
[00:26:14] Kids ask, Alexa explains, customer experience improvement.
[00:28:34] Branding: Focus on employees, not logo design.
[00:32:30] “Creating Superfans” is an intentionally different book by Brittany Hodak
[00:35:28] Execs ignoring expired mask mandate; missed opportunities to provide relevant info.
[00:38:47] Superfans seeking reciprocity, treat them well.
[00:43:31] Association of clothing with unsavory news stories now questioned.
[00:45:18] Superfan company idea was initially dismissed, but now popular
[00:48:10] Meaningful conversation on fandom; discovering superfans.
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