Creating Superfans

What’s the number one thing customers want from a business? More often than not, it’s convenience. If you want to make money, make things easy. In this episode of the Creating Superfans podcast, I’m joined by David Avrin, author of Ridiculously Easy to Do Business With , to explore how simplifying the customer experience can be your biggest competitive advantage. We cover the many ways companies u...

It’s been TEN years since I filmed my episode of Shark Tank! In this episode of the Creating Superfans podcast, I’m taking you on a trip down memory lane, sharing what it was like to audition for, prepare for, and film the show. I also talk about what *really* happened after our pitch, and how the airing of this episode eventually changed my career path! And because this is a customer experience p...

In this episode of the Creating Superfans podcast, I’m joined by the woman that Meta has called “the queen of CX”, and I am lucky enough to get to call a friend, Blake Morgan. Blake is a CX futurist and author of three amazing books on customer experience, including her newest, The 8 Laws of Customer-Focused Leadership . Blake and I are very aligned on the way we think about customer experience, s...

Occasionally I read a book and think, "Damn! I WISH I had written this book!!" This is one of them. It’s called Give to Grow and author Mo Bunnell is the guest on this week’s episode of the Creating Superfans podcast! Mo is the founder and CEO of a global business development consulting firm, Bunnell Idea Group (BIG). Through his trademarked, science-backed system, Mo has helped tens of...

Superfans are created at the intersection of YOUR story and every CUSTOMER’S story. They are forged at that magical, overlapping point where it becomes obvious that you share a common purpose or passion. Your thing matters and is relevant to their thing. I’ve done several episodes of this podcast focused on crafting and sharing your story. So, in this episode, I’m sharing a five-step trick that wi...

Shama Hyder is the CEO of Zen Media, a global marketing and digital PR firm.  She's an award-winning entrepreneur, having been honored by both the White House and The United Nations as one of the top 100 young entrepreneurs in the country. She's a bestselling author of two books and is widely known as the Zen Master of Marketing. Shama and I discuss the impact of generational shifts on c...

Dan Michaeli is the co-founder and CEO of Glia, a digital customer service platform that seamlessly integrates various modes of communication into one “channel-less” interface. In other words, customer interactions evolve as the conversations do in the digital-first world: moving easily between voice and screen, virtual AI assistance, and live humans - even securely sharing screens. I’ve been luck...

Welcome back to season three of the Creating Superfans podcast! Over the hiatus, I've been busy speaking at dozens of events, and I've had the pleasure of meeting leaders from just about every industry you can imagine.  One question I get all the time when I speak is, "What can I do to fix my CX that's really easy ?"  Everyone's always looking for low-cost, attainable...

I believe one of the most powerful things you can do to impact others is to recommend a book that could transform their personal or professional lives. In this week’s episode of the Creating Superfans podcast, I’m recommending my FAVORITE books that I read in 2023. Whether you’re looking to improve your customer experience or employee experience, or you’re looking for a practical guide to achieve...

This week’s episode of the Creating Superfans podcast is all about GIFTING! Strategic generosity is one of the most powerful ways to create a “wow” experience for a customer and elevate the emotional closeness of a relationship. It’s not just about the gift (literal or figurative) or its cost; it’s about the thought, effort, and time that went into it. At least it is when it’s done correctly. I sh...

My favorite CX, or customer experience, measurement tool is the simplest one: Did you just make the thing better or worse for the customer? Or, was it a forgettable, nothing-burger of an interaction? It really all boils down to those three choices. In Creating Superfans , I call these outcomes Net Positive, Net Neutral, and Net Negative. The overwhelming majority of interactions we all experience...

On today's episode of the Creating Superfans podcast, I'm thrilled to be joined by a fellow woman in CX, Stacy Sherman. Stacy is an award-winning keynote speaker, author, advisor, and podcaster focused on Doing Customer Experiences Right as a brand differentiator. Stacy has held multiple leadership roles at major companies over the past 25 years, such as Liveops, Verizon, Wilton Brands,...

What if I told you the way that you think about recruiting, hiring, onboarding, training, and retaining your team members could be wrong? My guest on this week's episode of the Creating Superfans podcast is my good friend, Joey Coleman. Joey is a two-time Wall Street Journal bestseller and the author of one of my favorite books, Never Lose An Employee Again.   He's an award-winning speak...

Like me, Lauren Teague is obsessed with fandom and how it can act as a business lever for customer and employee experience. Lauren was the original social media lead for the PGA Tour where she pioneered brand-to-fan engagement on Twitter and set the standard for all social media platforms today. Since then, she has spent 15+ years optimizing fan engagement in sports, B2B, B2C, healthcare, higher e...

Scott Harris is a Founder, CEO, and author. He’s the CEO of Experience.com, a company he founded in 2015 to redefine the way the world thinks about Customer Experience, Employee Experience, and the all-important interplay between the two. Scott and I had the pleasure of working at Experience.com together, and he might just be the only person that’s more passionate about experience than me. In toda...

Did you know that awkwardness is  your greatest asset for professional and personal growth? My guest today is here to tell us all about it. She's my dear friend, Henna Pryor. Henna is an author, sought-after workplace performance expert, executive coach, and award-winning, two-time TEDx speaker. Following two decades in the corporate world, a few career pivots, and a wildly successful leap to...

In honor of Customer Experience Day (10/3), I'm thrilled to be joined by my good friend, and fellow CX expert, Jay Baer. Jay is a Hall of Fame speaker, New York Times best-selling author of 7 business books, founder of 5 multi-million dollar companies,  and a trusted business growth advisor to 40 of the FORTUNE 500 brands. In today's episode, Jay and I chat about his new book, "The...

On this episode of the Creating Superfans podcast, I'm joined by Andy Cockburn, the co-founder and CEO of Mention Me. Mention Me is an award-winning referral marketing platform that helps brands harness the exponential power of their fans through referrals.  Since 2013, Mention Me has delivered more than 6m referrals totaling $1.8b in revenue for 500 brands, including Puma, Charlotte Tilbury,...

In this week's episode of the Creating Superfans podcast, I'm joined by Charles Ryan Minton, a customer and employee experience expert, keynote speaker, and best-selling author. Ryan has worked with high profile brands such as Hilton Hotels Worldwide, Marriott International, and InterContinental Hotels Group. As a Hotel Executive, Ryan created environments where employees felt valued and...

In today's episode of the podcast, I have TWO special guests: Bridget Hilton and Joe Huff. Bridget and Joe are obsessed with experience - but not in the same way that I am. They're all about how to embrace the human experience. In fact, they call themselves experiential billionaires. Determined to unlock the secrets of their power to transform lives, they have spent years interviewing so...

This week, I am joined by one of my dear friends, James Shaw. James is an accidental entrepreneur who turned an engaged Facebook group into a thriving mastermind during the pandemic.  In this episode, James shares his journey of building a connected community, providing value to his customers, and the key choice every leader must make. After listening to our conversation, you’ll understand the pow...

In this week's episode of the Creating Superfans podcast, I'm joined by David Wachs, the founder and CEO of Handwrytten.  Handwrytten is bringing back the lost art of letter-writing through scalable, robot-based solutions that write your notes in pen - directly from your CRM.  Used by major subscription-service brands, eCommerce giants, nonprofits and individual professionals, Handwrytte...

If you've been on the Internet at all this year, you have likely seen many stories about Taylor Swift's game changing Eras Tour. She is breaking records, rewriting the rules, and has had a seismic  (literally seismic!)  impact on just about every area of pop culture. In today's episode of the podcast, I am thrilled to welcome my friend Emily Yahr to talk about the Eras tour and what...

To wrap up season 1 of the Creating Superfans podcast, I sat down with Angela Higgins and Traci Saliterman of Total Expert. Angela and Traci are two of the masterminds behind Total Expert’s annual customer conference, Accelerate. As a keynote speaker, I attend over fifty events each year, and Accelerate has truly set the standard for creating the best attendee experience.  I asked Traci and Angela...

This week's guest on the Creating Superfans podcast is Laura Casselman. From broadway to boardroom, Laura is a former professional dancer turned CEO of JVZoo and co-founder of Vidastreet. She’s also the author of the new book, Trust Your Increments: How Small, Consistent Steps Can Lead to Massive Success.  Companies under Laura’s direction have landed on the Inc. 5000 Fastest Growing Companie...