At the 2026 Multi-Unit Franchising Conference in Las Vegas, keynote speaker Brittany Hodak led a highly engaging, interactive session that brought her Creating Superfans framework to life. Using live audience polling and real-time idea sharing, this collaborative presentation allowed franchisees, franchisors, and suppliers to actively participate—turning insights into practical, actionable takeaways.

👉 View the presentation slides from Brittany’s MUFC 2026 session

Throughout the session, Hodak reinforced several key principles that define exceptional customer experience and drive long-term growth:

• Every employee is in the “experience department.” Every interaction—across every role—shapes how customers perceive your brand.

• The SUPER Model: A simple, repeatable framework for creating superfans: Start with your story, Understand their story, Personalize, Exceed expectations, and Repeat.

• High Tech + High Touch = Maximum Impact. The most effective customer experiences blend technology with genuine human connection.

• Repetition isn’t boring—it’s branding. Consistency builds trust, recognition, and loyalty over time.

• Intentional experience design matters. The best brands don’t leave customer experience to chance—they design it deliberately at every touchpoint.

This session at MUFC26 delivered real-world strategies that the audience could immediately apply to elevate customer experience, strengthen brand loyalty, and ultimately drive unit-level performance.