Creating Superfans

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Inside Taylor Swift's Rise to Superfandom with Emily Yahr

2026-10-0640:54

It’s hard to imagine now, but there was a time when plenty of people in Nashville didn’t think Taylor Swift would make it. In this episode, Brittany welcomes back Washington Post pop culture reporter Emily Yahr to talk about her new book, Taylor Swift: The Debut Years, an extensively reported look at the early years that laid the foundation for Taylor’s extraordinary career. After interviewing more than 100 people who knew and worked with Taylor during that era, Emily uncovered stories about ...

The Best Customer Service is the Service They Never Have to Ask For

2026-09-2920:05

How hard are your customers working just to do business with you? In this solo episode, Brittany introduces the ACHE framework, a simple way to spot unnecessary friction in your customer experience. Where are customers having to Ask, Chase, Hesitate, or Explain again? Each one is a clue that something could be easier, clearer, or better designed. And these friction points don’t just create frustration for customers—they create more work for your team, too. In this episode, you’ll learn: How t...

The Invisible Baggage Every Customer Is Carrying, And How To Help Them With It

2026-09-2217:40

In this episode, Brittany shares personal stories to explain the invisible “trust deficit” that prospects and customers bring into relationships and five lessons for overcoming it. 01:46 Stage Style Anxiety 03:49 Stylist Sticker Shock 04:29 Mean DM Wake Up Call 05:27 Finding Glamhive Match 06:29 Trust Deficit Explained 08:03 Make The First Yes Smaller 09:18 Make The Invisible Visible 10:37 Ask About Baggage 11:22 Teach, Don't Tell 13:51 Rewrite Expectations 14:59 Five Takeaways Recap 16:27 Tr...

How Red Aspen Turned Brand Ambassadors Into Superfans

2026-09-1539:46

What does it take to build a brand people don’t just buy from—but genuinely want to be part of? In this episode, Brittany sits down with Jesse McKinney, co-founder and CEO of Red Aspen, to talk about the mission, culture, and community behind the fast-growing beauty brand. Jesse and her co-founders, Jeannie Reese and Amanda Moore, started Red Aspen in 2017 with a mission to inspire women to stand up, stand out, and stand together—before they even knew what product they would sell. They explor...

Inside the Cicis Pizza Playbook: People, Value, and Growth

2026-09-0849:14

How do you evolve a 40-year-old brand without losing what made people love it in the first place? In this episode, Brittany sits down with Jeff Hetsel, President and Chief Operating Officer of Cicis Pizza, to talk about the people, principles, and decisions driving the iconic brand forward. Jeff has spent 34 years with Cicis, working his way through nearly every level of the organization and developing a perspective that spans both the corporate office and the restaurant floor. They explore h...

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