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Find out how brands like Walmart and Disney create customer loyalty that lasts a lifetime!
In this episode of Payrollin', Matt is joined by Brittany Hodak, bestselling author, keynote speaker, and customer experience expert. Brittany has worked with some of the world’s biggest brands, including Walmart, Disney, Katy Perry, and Dolly Parton, helping them turn ordinary customers into passionate superfans. As the former Chief Experience Officer at Experience.com and co-founder of a successful entertainment startup, Brittany shares her expertise on creating unforgettable customer experiences.
In this episode, Matt and Brittany discuss:
How to turn ordinary customers into loyal superfans.
Building a customer experience that keeps clients coming back.
The strategies top brands like Walmart, Disney, and Amazon use to create lifelong loyalty.
Making customer interactions memorable and impactful.
Practical tips for crafting your brand story and turning customers into advocates.
⏰ **TIMESTAMPS:**
0:00 - Introduction: Creating Positive Experiences for Customers
1:34 - Creating Super Fans: Introducing Britney Hodak
2:27 - How to stand out in a commoditized industry like payroll
4:01 - The SUPER Method: Crafting Your Brand’s Story
5:05 - The importance of starting with your story
6:00 - Why telling your brand story matters and differentiates you
6:43 - Brands that effectively tell their story
8:32 - Being memorable in a sea of competitors
9:02 - Britney’s personalized experience with her metal business card
9:57 - Making ordinary moments extraordinary in business
12:45 - Example of adding value: The gas station receipt story
14:50 - Understanding customer needs and finding innovative solutions
15:41 - Storytelling and customer experience: Making your message matter
16:58 - Making customer interactions feel personalized through technology
18:04 - Intentionality in customer handoff moments
19:03 - Consistency in delivering excellent service
21:34 - Super Fans: The intersection of your story and your customer’s story
23:29 - How neuroscience shows the power of storytelling in brand building
24:58 - The power of specificity in storytelling
27:04 - Creating a story set list: Personalizing your brand message
30:16 - Personalizing your brand experience with every customer touchpoint
32:40 - Britney’s thoughts on automation and personalization in business
35:44 - The Apple Watch Snoopy animation: A metaphor for personalized experience
38:04 - How small personal touches can elevate customer experience
40:44 - Automation and personalization: Apple's context-driven experiences
41:45 - Recap and closing thoughts
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👉 *TODAY'S GUEST:*
→ Britney Hodak, Author, Keynote Speaker & Customer Experience Expert
→ Britney helps brands turn ordinary customers into super fans and is the author of Creating Super Fans.
LinkedIn: https://www.linkedin.com/in/brittanyhodak
📘 Creating Superfans: How to Turn Your Customers Into Lifelong Advocates — available on Amazon: https://www.amazon.com/Creating-Superfans-Five-Step-Multiplying-Reputation/dp/1774580780
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