Creating Superfans

This week's episode of the Creating Superfans podcast is a special one because it's all about my book! Creating Superfans is available NOW, and to honor its publication date, we switched things up a bit! My Chief of Staff, Alix Steinberg, asked me questions about what it was really like to write Creating Superfans , including the different editing phases, the design choices, and the reco...

Episode 6 of the Creating Superfans podcast is a special one because I got to chat with the founder and CEO of Total Expert, Joe Welu. Joe transformed the company from a tiny startup developed in the basement of his real estate office to an organization with over 300 employees that powers customer engagement for 200 financial institutions, including 15 of the top 25 U.S. banks and lenders. Joe sha...

In episode 5 of the Creating Superfans podcast, I interviewed the brilliant Hilary Billings, Co-founder and CEO of Attentioneers Agency. A self-proclaimed “engineer of attention,” Hilary is a viral video expert that helps brands drive exponential growth on TikTok. She has earned over a BILLION organic views on her social platforms and sheds some light on the science behind a viral video and how YO...

In the 4th episode of the Creating Superfans podcast, I sat down with Kim Goei, Chief Operating Officer of Fexa. We talk about the under-the-radar aspects of customer experience that customers and entrepreneurs often take for granted. If you’re a fan of intentional experience design like me, you’ll be interested to learn about how Fexa technology can maintain or automate the crucial ingredients th...

In episode 3 of the Creating Superfans Podcast, I interviewed former Walt Disney World executive, Dennis Show. During his twenty years with the company, Dennis worked his way up from a front-line attractions operator to founder of the Disney Institute, the internal firm that consulted for organizations like ExxonMobil, AT&T, and Coca-Cola. Now, he’s a full-time speaker and author who trains bu...

On the second episode of the Creating Superfans podcast, I interview Nashville-based photographer Fizzah Raza. I worked with Fizzah for my brand new headshots over the summer and had a WORLD CLASS customer experience. I was wowed before, during, and after our session together and immediately became her superfan. If you’re a solopreneur of any kind, this is a can’t-miss episode filled with tons of...

Welcome to the very first episode of the Creating Superfans podcast! What better way to kick-off than with the world’s top Customer Experience and Customer Service expert, Shep Hyken! Shep is a New York Times and Wall Street Journal bestselling author, and his latest book is called I’ll Be Back. He’s a hall-of-fame speaker and a HUGE mentor of mine, which is why I was thrilled when he agreed to wr...

In today's business environment, experience is everything. It’s the number-one way to differentiate yourself from your competitors and create customers for life. But, the inverse is also true. Everything is experience. Every interaction — even the small ones — can determine whether or not customers come back and what they tell their friends. The Creating Superfans podcast is a fun, entertaini...