What if your customers loved your brand the way Swifties love Taylor or Drake loves the Raptors? What if they came back again and again…and told their friends to do the same?
In Creating Superfans, award-winning entrepreneur and keynote speaker Brittany Hodak shares a powerful framework for transforming your business from a commodity into a category of one.
Brittany has helmed fan-engagement campaigns for brands including Walmart, Disney, Amazon, and dozens of other global brands. Creating Superfans combines sharp business insights with entertaining stories from work with stars like Taylor Swift, Dolly Parton, and Mötley Crüe.
Memorable case studies from businesses of all sizes illustrate that customer experience, or CX, is the battlefield for wining – and keeping – customers. Brittany’s game-changing CX system, the SUPER Model, is simple to learn, deploy, and measure across every organization.
Whether you’re launching a new business or running a hundred-year-old brand, Creating Superfans gives entire team a shared playbook for tapping into the unmatched power of superfandom.
|Publisher:||Page Two Books, Inc.|
|Product dimensions:||6.10(w) x 8.10(h) x 0.90(d)|
About the Author
Brittany is unapologetically obsessed with helping businesses turn their customers into superfans. She has worked with some of the world’s biggest brands and entertainers, including Walmart, Disney, Katy Perry, and Dolly Parton. She founded and scaled an entertainment startup to eight figures before exiting and is the former Chief Experience Officer of Experience.com. Her debut book, Creating Superfans: How To Turn Your Customers Into Lifelong Advocates, is in stores on January 10, 2023.
Table of Contents
Foreword Shep Hyken 1
Part 1 The Super Model
1 Where It's At 13
2 I Don't Care 23
3 Brand New Set of Rules 37
4 This Is How We Do it 43
Part 2 Start with Your Story
5 Who Are You 57
6 My List 75
Part 3 Understand Your Customer's Story
7 The story of Us 93
8 Read My Mind 107
Part 4 Personalize
9 I Want You to Want Me 123
10 You Get What You Give 135
Part 5 Exceed Expectations
11 All the Small Things 153
12 Hanging by a Moment 171
13 Back 2 Good 179
Part 6 Repeat
14 Here I Go Again 195
15 Everybody Talks 203
Part 7 Supercharged: Putting It All Together
16 Pet Sounds 211
17 Come as You Are 225
Part 8 Supergroups: Breakdown
18 Ain't No Stoppin' Us Now | super Teams 233
19 With a Little Help from My Friends | super Social Media 243
20 Show Me What You Got | super Marketing 249
21 Money, Money, Money | super Sales 255
22 I'll Be There for You | super Customer Service 263
23 All Together Now | super Glue 269
24 Never Really Over | super Future 273
Thank Yous 277