Creating loyal customers isn’t just about great products—it’s about delivering experiences so remarkable that customers can’t help but come back for more.
Brittany Hodak
, a CX keynote speaker and author of Creating Superfans, breaks down exactly how businesses can transform everyday customers into passionate advocates.
Here are Brittany’s 7 proven strategies for creating superfans:
- Your Story: The Starting Point for Building Superfans
— Share what makes your brand unique to build emotional connections with customers. People connect with stories, not just products.
- Combat the Real Threat to Customer Loyalty: Apathy — Personalize experiences and show genuine care to prevent customer indifference. Thoughtful, tailored interactions make all the difference.
- Engage Employees First — Passionate employees create passionate customers. Build a culture where your team feels valued and empowered to deliver outstanding service.
- Measure What Matters
— Focus on understanding where your customers come from and whether they return. Rather than starting with complex metrics like Earned Growth Rate (EGR), categorize your customers into earned (referrals, repeat business) and paid segments, and analyze their lifetime value.
- Balance Technology and Humanity — Leverage automation for efficiency but empower your team to build meaningful, human connections that resonate with customers.
- Compete with Care — Especially in uncertain times, showing empathy and going the extra mile to add value earns trust and loyalty.
- Follow the S.U.P.E.R. Framework
— Brittany’s S.U.P.E.R. framework simplifies exceptional customer experiences into five actionable steps:
- S: Start with your story
- U: Understand your customers
- P: Personalize experiences
- E: Exceed expectations
- R: Repeat for consistency
Brittany Hodak’s Creating Superfans is more than a guide—it’s a game plan for reimagining how businesses connect with customers. Packed with practical strategies and inspiring insights, her approach will help you not only meet customer expectations but redefine them.
Learn more and explore Brittany’s SUPER framework at BrittanyHodak.com
, or grab your copy of Creating Superfans today!
Don't miss Blake Morgan's new book, "The 8 Laws of Customer-Focused Leadership." To learn more visit www.8CXLaws.com
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Chief Experience Officer at billquiseng.com. Award-winning Customer CARE Expert, Keynote Speaker, and Blogger
1 天前Blake, I ?? your article to express my appreciation for sharing, and my kudos to Brittany Hodak and her insight to "Follow the SUPER Framework". I especially appreciate and applaud #3. Engage Employees First. Passion employees create passionate customers. I whole?edly agree! ?? in appreciation and in the spirit of paying it forward, offer this: ?? QUI QUOTE: If you want to win the hearts of your customers, first you must win the hearts of your employees. Blake, thank you for sharing Brittany Hodak's and your insights. I very much ?? appreciate you both.
Keynote Speaker & Author of Creating Superfans
2 天前Thanks again for having me on!! Loved our conversation!