Unlock the Secrets to Creating Superfans: A Guide for Small Business Owners

Jillian Flodstrom
2 min readMar 21, 2023


In this episode of the Scale Your Small Business podcast, host Jillian Flodstrom speaks with Brittany Hodak, author of Superfans, a customer experience expert, and an award-winning entrepreneur. They discuss the importance of customer centricity in building an army of superfans who will advocate for your business. Brittany emphasizes the significance of focusing on customers’ needs to create superfans, explaining the difference between traditional loyalty strategies and creating superfans. She also highlights the importance of aligning everyone in the company around a singular mission and showcasing to customers that your company cares about them and will do more to help them solve their problems.

Jillian and Brittany also dive into how small businesses can use technology to create innovative solutions that exceed customers’ expectations. Brittany shares an example of how video screens in the Dallas airport that show the number of open stalls and distance to the next restroom are a fantastic innovation that improves customers’ experience. They emphasize the need for businesses to anticipate what their customers might need in advance to exceed their expectations.

Additionally, Brittany introduces her five-step framework called the “Supermodel,” where “E” stands for Exceed Expectations, and highlights the importance of intentionally designing a plan to elevate customer interactions into memorable experiences that create superfans who will advocate for your brand. Jillian and Brittany also share personal experiences of how technology has enhanced their own customer experiences.

Overall, this episode of the Scale Your Small Business podcast promises to be insightful, educational, and entertaining, providing valuable information to entrepreneurs and small business owners looking to put systems in place to see exponential growth. Don’t miss out on the expert insights on customer centricity, creating superfans, and using technology to exceed customers’ expectations. Tune in and learn how you can grow your small business and create superfans who will advocate for your brand.

Listen to the Scale Your Small Business Podcast here: https://scaleyoursmallbusiness.org/blog/

Where to find Brittany:


Speaker & Author





Jillian Flodstrom

👩🏼‍💼CEO of @fndinsurance 🎙️Host of Scale Your Small Business Podcast 💥I help individuals/small business owners protect their most important assets