Bestselling author and keynote speaker Brittany Hodak has built her career around one powerful idea: your best marketing doesn’t come from campaigns—it comes from customers who can’t stop talking about you. Her book Creating Superfans: How to Turn Your Customers Into Lifelong Advocates provides a practical, proven framework for transforming everyday customer interactions into experiences that drive loyalty, referrals, and long-term growth.

Brittany has brought these insights directly to the franchising community as a keynote speaker at both the 2025 Franchise Customer Experience Conference and the 2026 Multi-Unit Franchising Conference, where her message consistently resonates with franchisors and multi-unit operators focused on driving unit-level profitability through better customer experience.

👉  (Read Chapters 1–4 of Creating Superfans)

In the opening chapters of the book, which she provided to attendees of the 2026 Multi-Unit Franchising Conference, Hodak introduces the core concept that “superfans are customers who create more customers,” reframing the role of customer experience as the most powerful and scalable growth driver in any business.  She outlines the “Super Model,” a step-by-step approach that starts with understanding your brand story, aligning it with your customer’s story, and consistently delivering experiences that exceed expectations.

Readers will also learn:

  • Why word-of-mouth and advocacy remain the most trusted and effective forms of marketing

  • How to move customers from awareness to advocacy through a structured journey

  • The critical role of customer experience as a competitive advantage in today’s market

  • Why average experiences create apathy—and how remarkable experiences create growth

Perhaps most importantly, Hodak makes the case that in an increasingly crowded and skeptical marketplace, businesses that win are those that create emotional connections strong enough that customers become active promoters. As she emphasizes early in the book, if your customers aren’t telling others about you, you’re at risk of being forgotten. 

For franchisors and franchisees alike, Creating Superfans offers a clear, actionable roadmap to turning everyday interactions into a powerful engine for brand growth, local customer loyalty, and sustained unit-level performance.

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