Creating Superfans
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, entertaining crash course in turning customer experience into your superpower... no capes required! Each week, author and speaker Brittany Hodak spotlights brands she loves and interviews some of the most brilliant minds in business today. At the end of every episode, you’ll have a list of new ideas to turn your customers and employees into loyal, raving superfans.
Creating Superfans
10 Often-Overlooked CX Opportunities Hiding in Plain Sight
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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 in life are Net Neutral ones. Hundreds or even thousands of times each day, you have interactions: emails, texts, phone calls, in-person conversations… the list goes on. You process most of them so quickly, and so automatically, that you don’t think about them again after they end.
What if you could elevate those often-overlooked interactions into experiences? What if, all around you, there are countless opportunities to give your customers a little extra? A little extra jazz to take something from neutral to positive? From forgettable to I’ve-gotta-post-a-picture-of-that.
Guess what? You can! And this episode is all about ten of the countless ways you can do it. These simple interactions illustrate how you can intentionally elevate mundane moments into memorable ones.
Show Notes:
5:37 - #1: Your wifi network name and password
8:00 - #2: Your voicemail message
9:57 - #3: 404 page
12:19 - #4: Email unsubscribe message
14:52 - #5: The hours and service details on your site or storefront
17:04 - #6: Sandwich board in front of your store
18:27 - #7: Notes or terms on your invoices
20:05 - #8: “Hello” and “Goodbye” moments
22:45 - #9: Overlooked physical space
24:49 - #10: OOO or vacation auto-responder message
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About Brittany
Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocacy.
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