Previously on Flip the Switch, Brittany Hodak shared her ‘SUPER’ framework that brands can leverage to increase loyalty and fandom. With her new book, Creating Superfans coming out today (January 10), David Millay welcomes Brittany back to the show to discuss new frameworks and models that small businesses and global brands everywhere can implement to convert customers and employees into superfans.
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2:29 Creating Superfans Podcast
6:53 SUPER Framework Overview
9:57 Ladder to Superfandom (Customer Apathy)
19:57 STORY framework
25:04 Getting to Know Your Customer’s Story
28:13 Digging into Customer Struggles
30:42 Pitching the Transformation
33:41 Simplifying Journey Maps
41:05 Measuring the Customer Experience (CSAT and EgR)
45:18 Prioritizing the Employee Experience
48:20 The Platinum Rule
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For more from Brittany on Creating Superfans, check out:
Purchase Creating Superfans: How To Turn Your Customers Into Lifelong Advocates
Listen to the Creating Superfans Podcast
Subscribe to the Creating Superfans newsletter
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Listen to Brittany’s previous appearance: