Steal these strategies from my favorite authors on Season 3 of the Creating Superfans Podcast
On season three of The Creating Superfans Podcast, I had the privilege of interviewing some brilliant authors to discuss their latest work in customer experience, leadership, and marketing. These authors condensed years of expertise, insights, and discoveries into a single, accessible resource. And when you get the chance to hear those authors talk about their work? That’s an even faster shortcut to absorb their most powerful lessons and ideas. In this article, I’m sharing five game-changing insights from this season’s incredible lineup of authors—and I highly recommend diving into their books and the podcast episodes for even more inspiration.
1. It’s Always Your Move and it’s Always a Chance to Be Helpful.
In his book, “Give to Grow,” Mo Bunnell emphasizes the importance of proactive engagement in relationships to foster growth and success. During our conversation, he told me that his readers LOVE this quote: “It’s always your move and it’s always a chance to be helpful.”
Mo asserts that at any moment, we have the power to make a positive impact by offering our help and expertise. He shared actionable tips for showing up as someone who helps—whether it’s forwarding an article, offering advice, or just checking in with no agenda. It’s those little acts of kindness that build trust and loyalty over time. Mo encourages us to shift our mindset to one of giving, where every move we make holds the potential to contribute positively to others’ lives and, in turn, our own professional journey.
Bonus lesson from Mo: Your emails should be under 50 words to increase the likelihood of receiving a timely reply. Short and to the point!!
YOUR ACTION ITEM:
This week, identify one person in your network and send them something valuable—an article, a resource, or even just a kind word.
Listen to Episode 305: Mo Bunnell | How to Build Relationships That Transform Your Career
2. Leaders Must Participate in Customer-Facing Activities
In my conversation with Blake Morgan, she shared powerful examples from her book, The 8 Laws of Customer-Focused Leadership, that highlight a key insight: the most successful and customer-centric leaders lead by example. How? By actively participating in customer-facing activities.
Take Lynsi Snyder, President of In-N-Out, who regularly flips burgers alongside her team, or Jim Fish, CEO of Waste Management, who joins 3AM huddles to understand his employees’ roles and foster connection. When leaders demonstrate they’re not above any job, it sets the tone for the entire organization—and people notice. Don’t just talk the talk. Walk the walk!
YOUR ACTION ITEM:
Pull out your calendar and block just one hour in the first quarter of 2025 to spend with your frontline employees. Do it now!
Listen to Episode 306: Blake Morgan | Your Blueprint for Customer-Focused Leadership
Buy “The 8 Laws of Customer-Focused Leadership”
3. Your Greatest Source of Lost Revenue is the Customer You Never Knew About
In episode 308, David Avrin taught us that friction is a customer’s worst enemy. Whether it’s confusing messaging, hard-to-navigate websites, or slow communication, these barriers frustrate potential customers and send them straight to a competitor. One of my favorite lessons he shared both in his book and on my podcast is: make it ridiculously easy to try before you buy.
Like Panda Express in a food court, give your prospects a taste of what it’s like to do business with you —no strings attached. Many companies get this SO wrong by promoting “free” trials that require credit card information, driving potential customers away. In fact, David found that, when companies don’t require credit cards upfront, they see higher conversion rates. Your greatest source of lost revenue is the customer you never knew about—the one who clicked away at the first sign of friction.
YOUR ACTION ITEM:
Ask a friend or colleague to go through one of your customer processes and identify any unnecessary friction points they encounter.
Listen to Episode 308: David Avrin | Be Ridiculously Easy to Do Business With
Buy “Ridiculously Easy to Do Business With”
4. Commit to Creative Bravery
Steve Pratt is a master marketer and he shared so many out-of-box strategies for overpowering apathy and earning your customers’ attention. He argues that many traditional advertising methods, like interruptive ads, are outdated and ineffective in today’s media landscape. He urges companies to commit to “creative bravery.”
Steve explained that the brands winning today are the ones crafting content so compelling that people actively want to consume it. Think of it this way: are you creating something your customers would binge-watch, or are you just interrupting their day with corporate propaganda? Steve shared how branded podcasts can position companies as trusted partners, not pushy salespeople. His advice is crystal clear: stop chasing attention and start earning it.
YOUR ACTION ITEM:
Audit all of your marketing campaigns. Choose ONE tactic that feels overly salesy, and brainstorm ways you can modify it. Use this as your guide: how can I be helpful before being promotional?
Listen to Episode 314: Steve Pratt | How to Earn Your Customers’ Attention
5. Turn Your Former Employees Into Superfans
My last guest of season three did NOT disappoint! Robert Glazer emphasized the importance of turning former employees into advocates by maintaining positive relationships during their transitions. He compared these individuals to alumni, encouraging companies to support and stay connected with them even after they leave. This approach not only preserves the company’s reputation but also helps in cultivating a network of brand ambassadors who can promote the company externally. The key is to treat departing employees with respect and appreciation, leading to improved morale among current staff. By fostering goodwill, companies create a supportive community of superfans that extends beyond their immediate workforce.
YOUR ACTION ITEM:
Make a list of the five or ten most recently departed employees of your organization. Send them a quick email that wishes them a Happy New Year, and ask them how everything is going. Simple, yet so impactful!
Listen to Episode 319: Robert Glazer | Rethinking Two Weeks’ Notice
Buy “Rethinking Two Weeks’ Notice”
Hosting this season of The Creating Superfans Podcast has been an absolute blast. Each guest brought their own unique brilliance to the table, and I walked away from every conversation feeling inspired, energized, and ready to take action—and I hope you did too!
If you’re as fired up as I am to implement these ideas, here’s my challenge for you: pick just one takeaway from this list and make it your focus as you enter 2025. Small, consistent steps lead to big wins. And remember, superfans aren’t created by accident—they’re created by intention. Let me know which lesson resonated with you the most! Drop me a comment, send me a DM, or tag me on social media—I love hearing from you.
