Today, we have a special guest who knows a thing or two about creating superfans and winning in the Experience Economy. Our guest is Brittany Hodak, an award-winning entrepreneur, author, and renowned speaker in the realm of customer experience.
Brittany has graced stages all around the world, delivering captivating keynotes to esteemed organizations like American Express and the United Nations. She’s also collaborated with global giants such as Walmart, Disney, and iconic entertainers like Katy Perry and Dolly Parton. What’s more, she successfully founded and scaled an entertainment startup to eight-figure heights before moving on to become the former Chief Experience Officer of Experience.com. In fact, Forbes had this to say about her debut book, “Creating Superfans”: “If you have customers, you need this book. Period.”
Now, you might be wondering why we’re diving into the world of customer experience today. Well, it’s because we’re living in an Experience Economy, and customer experience, or CX, is the new battleground for both acquiring and retaining customers. In a recent study by Gartner, it was revealed that CX is responsible for driving over two-thirds of customer loyalty, surpassing the combined influence of brand and price.
But here’s the catch: customer apathy poses one of the most significant threats to businesses today. Whether your team realizes it or not, every member of your organization plays a vital role in the Experience Department. They all have the power to turn customers into superfans—those loyal, enthusiastic advocates who can make or break your success.
Today, Brittany Hodak will share her insights and strategies on how you can empower every member of your organization to create those coveted superfans. So, stay tuned, realtors, because the world of customer experience is your new frontier for success!
00:00 Introduction
00:50 – Standing out in a Sea of Sameness
03:20 – Breakdown the Competition
05:40 – You Always Have An Advantage
10:05 – Your Story and Their Story
11:35 – Know Your Client
14:15 – Staying In Touch Properly
19:17 – Applying This To Social Media
22:51 – Power of Niches
26:00 – Power of Asking
