Creating Superfans

The Secret to an Engaged Audience with Mentimeter’s Oscar Svernlov

What’s the difference between an audience that’s simply listening and one that’s truly engaged? Often, it comes down to something surprisingly simple: giving people a voi

Inside Taylor Swift's Rise to Superfandom with Emily Yahr

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 Washin

The Best Customer Service is the Service They Never Have to Ask For

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

The Invisible Baggage Every Customer Is Carrying, And How To Help Them With It

In this episode, Brittany shares personal stories to explain the invisible “trust deficit” that prospects and customers bring into relationships and five lessons for over

How Red Aspen Turned Brand Ambassadors Into Superfans

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 C

Inside the Cicis Pizza Playbook: People, Value, and Growth

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 Chi

Remembering Dolly: Why Everyone, It Seems, Was Her Superfan

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

The Secret to Creating a Luxury Experience with Neen James

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 Ex

If Your Stores Could Talk: Turning Conversations Into Customer Insight with Kevin Farley

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

If It Doesn't Stick, It Doesn't Scale

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

How Code Ninjas Creates an Experience Kids Can't Wait to Return To

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 Ki

Yep, That's Experience!

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 parki

How Sugarwish Reinvented Corporate Gifting | Elisabeth Vezzani

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 Sug

How I Travel 70+ Times A Year (And Still Have A Great Home Life)

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 wit

Ask Brittany Anything | Answering Your Top Questions

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 y

Robert Glazer | Rethinking Two Weeks’ Notice

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 d

Bob Kaufman | Lessons in Global Franchising and Brand Adaptation

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 franchisi

Creating Superfans During the Black Friday Chaos

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 mist

High Tech and High Touch Personalization

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 personalizatio

Dr. Joseph Michelli | Mastering Micro and Macro Customer Experience Strategies

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 i