The CUInsight Experience podcast: Brittany Hodak – Superfans (#159)

“Create a culture where your goal is to leave every one of your members better than when you found them.” - Brittany Hodak

Thank you for tuning in to episode 159 of The CUInsight Experience podcast with your host, Randy Smith, co-founder of This episode is brought to you by CUES. CUES is the leading talent development solutions provider in the credit union industry. After listening to our show, learn more and register for CEO Dialogue. This new CUES event is an opportunity to join your fellow CEOs from credit unions across North America in an open discussion format tackling the industry’s most pressing issues.

My guest on today’s show is Brittany Hodak, an award-winning entrepreneur, author, and customer experience speaker who delivers keynotes across the globe. She’s worked with some of the world’s biggest brands and entertainers, including Walmart, Disney, Katy Perry, and Dolly Parton. Brittany founded and scaled an entertainment startup to eight figures before exiting. She’s also the former Chief Experience Officer at, and received a shoutout from Forbes about her debut book, Creating Superfans: How To Turn Your Customers Into Lifelong Advocates. We are so excited to have Brittany as the keynote speaker for the next CUInsight Mini-Con event, so register today!

In this episode, Brittany shares her journey and expertise in creating superfans. We discuss the motivations and outcomes of customer interactions and why superfans are crucial for organizational growth. Brittany also gives us a glimpse of her “Supermodel” framework for creating superfans which she will discuss in depth during CUInsight Mini-Con: IMPACT. Listen as we discuss how credit unions can create superfans and measure the impact of member experiences. 

As we wrap up the show, listen in as Brittany talks about a new hack she got from an unlikely source, a list of books to look out for, and the ultimate biopic casting choice. Enjoy my conversation with Brittany Hodak!

Subscribe on: Apple Podcasts, Spotify, Stitcher 

Books mentioned on The CUInsight Experience podcast: Book List 

How to find Brittany:
Brittany Hodak, Award-Winning Entrepreneur, Author, and Customer Experience Speaker
Brittany: LinkedIn | Instagram | Facebook | Twitter | Podcast 

Show notes from this episode:
A big shout-out to our friends at CUES, an amazing sponsor of The CUInsight Experience podcast. Thank you!
Want to hear more from Brittany? Click here.
To learn more and register for CUInsight Mini-Con: IMPACT, click here.
Shout-out: CUES
Shout-out: Walmart
Shout-out: Disney
Shout-out: Katy Perry
Shout-out: Dolly Parton
Shout-out: Bridget Jones’s Diary
Shout-out: Almost Famous
Place mention: New York, NY
Shout-out: Sony Music
Shout-out: Warner Music Group
Shout-out: iTunes
Shout-out: Spotify
Shout-out: YouTube
Shout-out: The Beach Boys
Shout-out: Justin Bieber 
Shout-out: CoverGirl
Shout-out: Diet Coke 
Shout-out: American Greetings
Podcast mentioned: Creating Superfans
Shout-out: Taylor Swift
Shout-out: David Miller
Shout-out: Kevin Kelly’s 1,000 True Fans Post
Shout-out: Brian Chesky
Shout-out: Airbnb
Shout-out: Apple 
Shout-out: Google Pay
Shout-out: Apple Pay
Shout-out: Phoenix Sky Harbor International Airport
Shout-out: Albert Einstein
Shout-out: The Hustle
Shout-out: Kevin Spacey 
Place mentioned: Detroit, MI
Shout-out: Jill Nowacki
Shout-out: Brittany’s sons
Shout-out: Joey Coleman
Shout-out: Brittany’s husband
Shout-out: National Credit Union Administration (NCUA)
Shout-out: Zooey Deschanel
Shout-out: Ben Affleck 
Shout-out: Matt Damon
Album mentioned: The Killers by Sam’s Town
Book mentioned: Creating Superfans: How To Turn Your Customers Into Lifelong Advocates by Brittany Hodak
Book mentioned: Never Lose a Customer Again: Turn Any Sale Into Lifelong Loyalty in 100 Days by Joey Coleman
Book mentioned: Never Lose an Employee Again: The Simple Path to Remarkable Retention by Joey Coleman
Previous guests mentioned in this episode: Jill Nowacki (episodes 4, 18, 37, 64, 82, 101, 113, 126, 138, & 148)

In This Episode:
[01:39] – Brittany Hodak started out working in her dream industry. Which industry was it?
[04:16] – Brittany launched a company at 26 to enhance the customer experience in the music industry.
[06:25] – Being a fan is an experience that resonates across generations.
[08:44] – Why would someone be a fan?
[10:22] – We’re living in an experience economy.
[12:49] – Brittany believes there are three outcomes to any customer interaction. What are they?
[15:29] – Be sure credit union members feel valued.
[17:13] – You can include unique brand experiences in customer interactions, even in your digital services.
[18:49] – Make people care enough to come back.
[21:35] – What makes you different from everyone else?
[23:05] – If you want to create superfan members, you must first create superfan employees.
[25:18] – How can credit unions measure the impact of customer experience?
[27:23] – Brittany talks about customer retention when looking at company growth.
[30:16] – What can CEOs focus on to build up their leadership skills? PART 1
[32:53] – What can CEOs focus on to build up their leadership skills? PART 2
[35:07] – Help people know who you are as a credit union.
[36:39] – Brittany talks about a recent buy that’s helpful to her young sons.
[38:25] – Brittany says she’s done more speaking engagements this year than in previous years.
[40:19] – How does Brittany balance work and family?
[42:11] – Brittany recommends these books to create superfans, never lose a customer, and never lose an employee.
[44:33] – Who would play Brittany in her biopic?
[46:53] – Thank you Brittany, and thank you for listening.

Randall Smith

Randall Smith

Randall Smith is the co-founder of, the host of The CUInsight Experience podcast, and a bit of a wanderlust. As one of the co-founders of CUInsight he looks ... Web: Details