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 your fullest potential, I’ve got you covered with some of the most impactful books to take with you into 2024.Show Notes:2:56 - Two Weeks Notice by Amy Porterfield (listen to her episode)4:25 - Experiential Billionaire by Bridget Hilton and Joe Huff (listen to their episode)7:00 - All It Takes Is A Goal by Jon Acuff9:20 - Never Lose An Employee Again by Joey Coleman (listen to his episode)11:15 - Thanks For Coming In Today by Charles Ryan Minton (listen to his episode)13:45 - Unreasonable Hospitality by Will Guidara15:55 - --Subscribe to Brittany's biweekly newsletterFollow Brittany on LinkedIn and InstagramGrab a copy of Creating Superfans on Amazon

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 share my best practices and common mistakes to keep in mind as you search for the right gift, as well as some specific product ideas.  Don’t forget to download my new gifting guide here for over 75 gift ideas! I hope you find it helpful as you look for the perfect present to WOW your recipient and show them how much you care about them.Show Notes3:26 - If it has your logo on it, it's an AD, not a gift5:10 - One of Brittany's favorite gifts she received as a seven-year-old6:10 - Another one of Brittany's favorite gifts she got as a teenager7:35 - A gift Brittany got a few weeks ago from a client that absolutely WOWed her11:33 - Some great ways to honor your employees, courtesy of John Ruhlin12:12 - Gifting does NOT have to be expensive. Sentimentality and thought can double the value of a gift.13:20 - Don't ignore 90% of the calendar14:35 - Avoid these common gifting mistakes16:10 - Unique gifts17:38 - One of Brittany's favorite gifts, a guest book18:28 - Closing gift idea for realtors19:13 - More personalized gift ideas22:05 - A cool way to make an impact with a special card22:46 - A gift card, but elevated24:45 - Love  on the ones they love25:57 - Highlight the recipient's hobbies27:57 - Make sure the gift you're giving aligns with the relationship you have with them28:27 - The most bizarre gift that Brittany received from a client that made her scratch her head29:46 - All of the gifting websites that offer subscriptions to save you money31:49 - Brittany's snarky gift that she made on Zazzle to get back at a coworker32:57 - Check out Brittany's interview with David Wachs, CEO of HandwryttenDownload the Gifting Guide here.--Subscribe to Brittany's biweekly newsletterFollow Brittany on LinkedIn and InstagramGrab a copy of Creating Superfans on Amazon

Learn how to exceed customer expectations and create memorable moments by adding little extra things. Discover 10 fun ways to sprinkle a brand's magic into various experiences, including making the Wi-Fi information relevant and creating unique voicemails.

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, AT&T, and Schindler Elevator. She brings real-life examples and customer service experience best practices from being in the trenches as a strategist and practitioner. You'll hear us talk about the impact that a job title can have on an employee's performance, how you can teach empathy to your team, and the importance of recognizing and celebrating your customers' and your employee's birthdays.Show Notes3:03 - What does "doing CX right" look like to Stacy?4:42 - Brittany shares the CX lesson she learned while riding the elevator at LEGOLAND7:42 - Stacy shares about her experiences leading the CX department at Schindler Elevator Corporation8:09 - How Stacy improved the experience for elevator mechanics, both internally and externally11:05 - How physical and psychological safety contribute to overall CX12:38 -Elevator safety tips from Stacy Sherman15:26 - Why meaningful job titles can improve EX and CX, and Stacy's tips for implementing a new job title17:23 - A common mistake that Stacy has observed when it comes to EX and CX18:21 - What would Stacy say to someone who's just starting a Voice of Customer program?20:51 - The key traits Stacy would look for when hiring front-line employees23:37 - How has Stacy taught empathy to her teams in her prior roles?27:09 - Some ways that brands have acknowledged Stacy's birthday in the past29:13 - Brittany cautions companies to remember the power of personalization when it comes to celebrating your employees' birthdays30:16 - Stacy shares a story about a brand that completely blew her away with a surprise & delight momentVisit Stacy's Website--Subscribe to Brittany's biweekly newsletterFollow Brittany on LinkedIn and InstagramGrab a copy of Creating Superfans on Amazon

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 speaker who's worked with organizations ranging from small start-ups to global brands, such as Whirpool, Volkswagen Australia, and Zappos.  In today's episode, we talk about how your employees are a much bigger piece of the puzzle than you may have realized and the things that you need to do to get them to advocate on your behalf.Show Notes:4:15 -  The funny reaction Joey is getting when CEOs read his new book, "Never Lose An Employee Again."5:09 - Why Covid has been the biggest influence on the employee experience throughout history6:21 - Why the workforce will eventually decline8:30 - Joey believes that employees are not driven by paychecks10:33 - Employees should have good stories to share about their experiences working for the company.  How do you ensure that your team members are advocates of the company?12:29 - What percentage of your new hires are coming from internal referrals?14:03 - Joey's interesting experience as an intern that taught him a lot about workplace culture20:01 - Many employers fail to understand the goals and aspirations of their employees, both professionally and personally.22:21 - How corporations have set the wrong precedent for work/life balance26:25 - The difference in workplace culture pre-IPO and post-IPO27:52 - How Japan does business differently and how it relates to employee loyalty32:52 - How immigration relates to employee experience, the future of our workforce, 37:33 - Brittany shares one of her most recent newsletters about how to talk to your employees about challenging world events, especially in light of the Israel-Hamas War.40:02 - 63% of customers want to do business with a company that says what the organization stands for. For employees, it goes up to 69%44:28 - Find "Never Lose An Employee Again" on Amazon or anywhere else you buy your booksVisit Joey's Website--Subscribe to Brittany's biweekly newsletterFollow Brittany on LinkedIn and InstagramGrab a copy of Creating Superfans on Amazon

Lauren Teague, social media expert and founder of FANWAGN, explores the evolution of fan engagement on social media, the power of harnessing customer's voices in content, and the ways AI can boost social assets and business efficiency. The conversation also delves into the importance of engaging multiple audiences, intentional experience design, and building a sustainable solution to textile waste.

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 today’s episode, we discuss the ever-changing rules for success in the digital landscape and the importance of understanding the new algorithms that shape consumer behavior. After listening to our conversation, you’ll be better prepared to win online and transform your organization into an experience-led enterprise.Show Notes3:28 - Scott tells us about Experience.com5:50 - Hows silos are ruining businesses today9:40 - Covid impacted the way people buy and refer businesses11:35 - Brittany shares her theory for why our buying processes have changed, and it’s not what you think it is!15:03 - Scott cites the blue dot on Maps as an example of how algorithms are shaping our behaviors17:18 - How technology drives our behavior 18:06 - How Google has turned our habits into math and how companies can use the strategy to win online19:16 - Scott breaks down the three components that Google looks for when serving you with search options20:28 - Too many businesses are misallocating their time because they don’t realize the rules have changed22:11 - You are what the Internet says you are23:01 - How a loan officer might try to optimize their online presence26:55 - The conclusion a prospect might jump to if your online presence isn’t updated or accurate27:07 - If you have your location and product information on your profiles, what’s the last step that you need to beat out your competitors?30:05 - A recent AI interaction that blew Scott away35:09 - Why an experience management platform is so crucial for your organization37:08 - “You put data in motion to power your business. If you’re not doing that, you’re behind.”--Subscribe to Brittany's biweekly newsletterFollow Brittany on LinkedIn and InstagramGrab a copy of Creating Superfans on Amazon

Henna Pryor, author and workplace performance expert, discusses the power of embracing awkwardness for personal and professional growth. She shares her own journey of embracing her uniqueness and how it boosted her performance in the corporate world. They also talk about the impact of technology on human interactions and the importance of repairing awkward situations. Embracing awkwardness is emphasized as a key skill for creating connections and promoting personal growth.

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 Time to Win," and why speed and responsiveness are crucial for succeeding in today's experience economy. Jay explains why EVERY business needs a 'fast pass,' how to close the uncertainty gap with your customers, and the complex correlation between speed and trust.Show Notes:4:30 - Jay talks about his love for Tequila and how he has become a Tequila influencer on Instagram6:05 - The intentional design of Jay's new book, "The Time to Win"8:51- When you lose out on speed, it's often invisible9:52 - Why customers perceive responsiveness as a sign of respect10:55 - How businesses end up ruining their profit margins when they're too slow12:54 - How speed contributes to the emotional connection your customers have with your brand16:07 - Jay explains the Goldilocks Zone of speed17:25 - Why being too fast can decay trust21:35 - Why every business should offer a 'fast pass' option25:54 - Expectations about time are more important than speed itself28:04 - Jay shares his experience of ordering leather sneakers online and how the company exceeded his expectations30:16 - The big mistake a sofa company made that completely eroded Jay's trust35:13 - Do NOT overpromise on speed36:07 - Brittany shares her experience at BNA airport and the problem with inaccurate signage39:02 - A brand that Jay is a superfan ofJay Baer's websiteTheTime to Win--Subscribe to Brittany's biweekly newsletterFollow Brittany on LinkedIn and InstagramGrab a copy of Creating Superfans on Amazon

Andy Cockburn, co-founder and CEO of Mention Me, explores the psychology of advocacy and why highly satisfied customers may not refer. He discusses measuring extended lifetime value, younger vs. older generations in advocacy, and shares an example of an online florist blown away by referral data.