Creating Superfans: How to Turn Your Customers Into Lifelong Advocates

Superfans aren't just for pop stars and NBA teams.

What if your customers loved your brand the way Swifties love Taylor or Drake loves the Raptors? What if they came back again and again...and told their friends to do the same?

In Creating Superfans, award-winning entrepreneur and keynote speaker Brittany Hodak shares a powerful framework for transforming your business from a commodity into a category of one.

Brittany has helmed fan-engagement campaigns for brands including Walmart, Disney, Amazon, and dozens of other global brands. Creating Superfans combines sharp business insights with entertaining stories from work with stars like Taylor Swift, Dolly Parton, and Mötley Crüe.

Memorable case studies from businesses of all sizes illustrate that customer experience, or CX, is the battlefield for wining - and keeping - customers. Brittany's game-changing CX system, the SUPER Model, is simple to learn, deploy, and measure across every organization.

Whether you're launching a new business or running a hundred-year-old brand, Creating Superfans gives entire team a shared playbook for tapping into the unmatched power of superfandom.

ISBN-13: 9781774580783

Media Type: Hardcover

Publisher: Page Two Books - Inc.

Publication Date: 01-10-2023

Pages: 296

Product Dimensions: 6.10(w) x 8.10(h) x 0.90(d)

Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who has delivered keynotes across the globe to organizations including American Express and the United Nations. Brittany is unapologetically obsessed with helping businesses turn their customers into superfans. 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 is the former Chief Experience Officer of Experience.com. Her debut book, Creating Superfans: How To Turn Your Customers Into Lifelong Advocates, is in stores on January 10, 2023. BrittanyHodak.com

Table of Contents

Foreword Shep Hyken 1

Enterlude 5

Part 1 The Super Model

1 Where It's At 13

2 I Don't Care 23

3 Brand New Set of Rules 37

4 This Is How We Do it 43

Part 2 Start with Your Story

5 Who Are You 57

6 My List 75

Part 3 Understand Your Customer's Story

7 The story of Us 93

8 Read My Mind 107

Part 4 Personalize

9 I Want You to Want Me 123

10 You Get What You Give 135

Part 5 Exceed Expectations

11 All the Small Things 153

12 Hanging by a Moment 171

13 Back 2 Good 179

Part 6 Repeat

14 Here I Go Again 195

15 Everybody Talks 203

Part 7 Supercharged: Putting It All Together

16 Pet Sounds 211

17 Come as You Are 225

Part 8 Supergroups: Breakdown

18 Ain't No Stoppin' Us Now | super Teams 233

19 With a Little Help from My Friends | super Social Media 243

20 Show Me What You Got | super Marketing 249

21 Money, Money, Money | super Sales 255

22 I'll Be There for You | super Customer Service 263

23 All Together Now | super Glue 269

24 Never Really Over | super Future 273

Exitlude 275

Thank Yous 277

Credits 281

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