Creating Superfans

It’s hard to imagine now, but there was a time when plenty of people in Nashville didn’t think Taylor Swift would make it. In this episode, Brittany welcomes back Washington Post pop culture reporter Emily Yahr to talk about her new book, Taylor Swift: The Debut Years , an extensively reported look at the early years that laid the foundation for Taylor’s extraordinary career. After interviewing mo...

How hard are your customers working just to do business with you? In this solo episode, Brittany introduces the ACHE framework , a simple way to spot unnecessary friction in your customer experience. Where are customers having to Ask, Chase, Hesitate, or Explain again? Each one is a clue that something could be easier, clearer, or better designed. And these friction points don’t just create frustr...

In this episode, Brittany shares personal stories to explain the invisible “trust deficit” that prospects and customers bring into relationships and five lessons for overcoming it. 01:46 Stage Style Anxiety 03:49 Stylist Sticker Shock 04:29 Mean DM Wake Up Call 05:27 Finding Glamhive Match 06:29 Trust Deficit Explained 08:03 Make The First Yes Smaller 09:18 Make The Invisible Visible 10:37 Ask Abo...

What does it take to build a brand people don’t just buy from—but genuinely want to be part of? In this episode, Brittany sits down with Jesse McKinney, co-founder and CEO of Red Aspen, to talk about the mission, culture, and community behind the fast-growing beauty brand. Jesse and her co-founders, Jeannie Reese and Amanda Moore, started Red Aspen in 2017 with a mission to inspire women to stand...

How do you evolve a 40-year-old brand without losing what made people love it in the first place? In this episode, Brittany sits down with Jeff Hetsel, President and Chief Operating Officer of Cicis Pizza, to talk about the people, principles, and decisions driving the iconic brand forward. Jeff has spent 34 years with Cicis, working his way through nearly every level of the organization and devel...

It’s hard to think of another person who belonged to so many people quite like Dolly Parton. In this special episode of Creating Superfans , Brittany reflects on Dolly’s extraordinary life and legacy, sharing personal stories from the times she was lucky enough to work with her and exploring why generations of people felt such a deep, personal connection to her. Using the SUPER Model from Creating...

Luxury isn’t about spending more. It’s about noticing more. In this episode, Brittany sits down with Neen James, leadership strategist, keynote speaker, and author of Exceptional Experiences , to rethink what “luxury” really means—and why any business, at any price point, can make customers feel seen, heard, and valued. Neen shares why she believes luxury is about moments, not money, and how the s...

What if your customers are telling you exactly how to improve your business... and you've never heard a word of it? In this episode of Creating Superfans , Brittany sits down with Kevin Farley, Chief Customer Officer at InStore AI, a company that helps convenience store retailers understand what customers and employees are really saying during in-store conversations. By using AI to analyze mi...

What if the reason your customer experience strategy isn't working... is simply because nobody can remember it? The best processes in the world don't matter if your team can't recall them when a customer is standing right in front of them. In this episode, I'm diving into one of my favorite (and most overlooked) tools for creating consistent customer experiences: mnemonic devic...

What does it take to create an experience that makes kids beg to come back—and turns parents into superfans? In this episode of Creating Superfans , I sit down with Ed Kim, Vice President of Education & Training at Code Ninjas, a brand my family knows well. As a self-proclaimed Code Ninjas superfan, I ask Ed how the company has built an experience that inspires such passionate loyalty from kid...

In this solo episode of Creating Superfans , Brittany challenges you to see the world through a different lens. A confusing website? Yep, that's experience. A parking lot that's too dark? That's experience. A dressing room with only one hook? Believe it or not... yep, that's experience. Customer experience isn't just what happens when someone talks to customer service. It&...

What if gifting could be as easy as sending a gift card—but infinitely more joyful and personal? In this episode, I'm joined by Elisabeth Vezzani, co-founder of Sugarwish, to talk about how a conversation on the sidelines of a youth soccer game turned into a business that's delivered millions of moments of joy. Elisabeth shares how Sugarwish combines technology and personalization to cre...

How do I travel 70+ times a year, raise two young kids, and still stay sane? After more than a year away, I'm excited to kick off Season 4 of Creating Superfans with a behind-the-scenes look at one of the questions I get asked more than almost anything else. In this solo episode, I'm pulling back the curtain on life as a keynote speaker and sharing the travel hacks, productivity systems,...

I’ve been collecting your questions all season long for this special Q&A season three finale! In this episode, my second-in-command, Alix Steinberg, joins me to ask all your burning questions. Here’s a sneak peek at some of the topics we covered: Do you think other celebrities and musicians have started to copy Taylor Swift’s strategies? What was your favorite CX story that came out of 2024? ...

I always say that how you exit an employee from your organization is just as important as how you onboard them. In this episode of the Creating Superfans podcast, I sit down with Robert Glazer, award-winning entrepreneur and author of Rethinking Two Weeks’ Notice, to explore a better way to handle employee transitions. Robert shares the concept of an open transition program (OTP), a collaborative...

In this episode of the Creating Superfans podcast, I sit down with Bob Kaufman, president of international at Xponential Fitness, to dive into the art of global franchising. Bob shares fascinating stories from his career, including the expansion of brands like Club Pilates, Coffe Bean & Tea Leaf, and Tower Records into international markets. We discuss how to balance brand consistency with loc...

The holiday season is the perfect time to turn one-time shoppers into lifelong superfans, but it takes intentionality. In this episode, I’m sharing the three biggest mistakes businesses make during Black Friday and beyond—like focusing only on acquisition, bombarding customers with overwhelming marketing, and ignoring loyal superfans. I’ll give you actionable tips to avoid these pitfalls, from cre...

In this episode of the Creating Superfans podcast, I dive into the third pillar of my SUPER Model framework: Personalization. I explore the powerful impact personalization has on the customer experience, emphasizing the need for a balance between high-tech and high-touch approaches. I share some heartwarming examples and innovative strategies from industry professionals that highlight how personal...

I’m delighted to welcome Dr. Joseph Michelli to the Creating Superfans podcast! He’s an organizational consultant, the author of nine bestselling business books, and an internationally renowned customer experience speaker and expert.  You’ll hear us chat about the customer experience master's degree program he designed for Campbellsville University, the micro and macro changes that significan...

In this episode of the Creating Superfans podcast, I sit down with Steve Pratt, author of Earn It: Unconventional Strategies for Brave Marketers . He is also the co-founder of the world's first branded podcast agency, Pacific Content, which was named one of Entrepreneur's 100 Brilliant Companies. Steve and I discuss how brands can overpower apathy and capture attention by embracing their...

If you've listened to this podcast before, you know that I constantly say "If your customers aren't telling their friends about you, you're in trouble." So in today's episode, let's actually talk about HOW to get your customers to refer you to their friends. It's not enough to create an exceptional experience worth sharing - that's the barrier to entry....

I’m excited to share a conversation with a truly inspiring entrepreneur. Joining us this week is Rhea Lana Riner, the founder and CEO of Rhea Lana's Children's Consignment—an award-winning franchise with over 125 locations in 26 states. Rhea Lana’s journey began with a simple consignment event in her living room, aimed at helping local families. We’ll explore how she took those humble be...

This episode is a treat for me because I get to talk to someone that I'm truly a SUPERFAN of! I’m chatting with Gary Arndt, the host and solo mastermind behind the wildly successful Everything, Everywhere, Daily podcast.  Gary and I discuss his fascinating journey from an award-winning travel photographer to podcast host, the power of consistency and organic growth, and the art of creative st...

Identifying the right members to join your team is a critical part of building a SUPER brand. Whether it’s because of a desire to fill open positions quickly or just a lack of due diligence in the hiring process, too many brands take an attitude of “anyone can do this!” and hire the first person to apply. Some people aren’t wired for customer service. It might be a lack of customer-centricity, a q...

I often say that, if people leave most of their interactions with you feeling better than they felt before the interaction started, you’ll build a reputation as someone people want to be around, or somebody they want to do business with. Your customers, your colleagues, your vendors, and even your acquaintances will want to spend more time with you because they quite literally feel better doing so...