Creating Superfans

Brittany Hodak

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.

Episode 4: Kim Goei
5d ago
Episode 4: Kim Goei
In the 4th episode of the Creating Superfans podcast, I sat down with Kim Goei, Chief Operating Officer of Fexa. We talk about the under-the-radar aspects of customer experience that customers and entrepreneurs often take for granted. If you’re a fan of intentional experience design like me, you’ll be interested to learn about how Fexa technology can maintain or automate the crucial ingredients that make businesses run seamlessly. Kim began her career in operations, working with global brands like Virgin Group, Anthropologie, and Reading International, Inc., before joining Fexa in 2018. In addition to her role as COO, she’s on the Board of Directors of Connex to empower facilities to become more inclusive and accessible. Show Notes:3:55 - Kim breaks down what it’s really like to work in facilities management.5:44 - The repeatability of the Five Guys experience vs. the geographically-customized experiences of Prada and Michael Kors.7:30 - What’s FEXA all about and what drew Kim to work there?9:28 - How does FEXA make facilities and operations teams more efficient with less?10:52 - Exciting news for FEXA as it scales12:21 - How FEXA plans to help companies manage their inventory levels through technology13:54 - Managing the internal customer experience for facilities managers 14:33 - How you can personalize your communication strategy with FEXA16:40 - The value of being a tech company with a human-first approach18:00 - Kim’s favorite examples of things we’re able to predict and take care of using smart-connected devices20:05 - How the restroom can impact a customer experience at a restaurant 21:28 - Crate & Barrel’s stellar customer experience23:19 - How the Crate & Barrel employee experience spills over to its customer experience29:00 - A horrible customer experience that Kim had recently30:30 - Brittany and Kim talk about the infamous Bucc-ee’s bathrooms35:25 - DEI and facilities managementFollow Kim on LinkedInLearn more about Fexa
Episode 3: Dennis Snow
Nov 22 2022
Episode 3: Dennis Snow
In episode 3 of the Creating Superfans Podcast, I interviewed former Walt Disney World executive, Dennis Show. During his twenty years with the company, Dennis worked his way up from a front-line attractions operator to founder of the Disney Institute, the internal firm that consulted for organizations like ExxonMobil, AT&T, and Coca-Cola. Now, he’s a full-time speaker and author who trains businesses large and small on how to run world-class, service-driven organizations. Dennis shared with me some of Disney’s hiring practices and interview techniques that ensure all of their team members are customer-centric. Later in the episode, he outlines the 3 easiest things any brand can do to improve their customer experience right away. Finally, hear what a local restaurant did for Dennis and his friends that blew him away and made him a superfan for life.Show Notes:4:23 - Can you teach your employees to be more friendly and more customer-centric?5:03 - How long is the training at Disney?5:56 - A simple way to reframe your interview questions to get a better understanding of a candidate’s skillset8:27 - A secret most people don’t know about Disney10:45 - How do you define your Story and use it to attract the right people?13:00 - When did the Disney theme park become intentional about its superpower?14:33 - What are some other brands that have superior customer experience?18:00 - What are some things that businesses can do right away to be more customer centric?20:31 - A small thing that outstanding organizations do.22:18 - How often should you be collecting feedback from employees?25:23 - The parallels between customer feedback and employee feedback and how to overcome internal resistance 28:55 - How a local restaurant went above and beyond for Dennis and made him a superfan for life.You can find Dennis at: www.SnowAssociates.com