What if the reason your customer experience strategy isn't working... is simply because nobody can remember it?
The best processes in the world don't matter if your team can't recall them when a customer is standing right in front of them.
In this episode, I'm diving into one of my favorite (and most overlooked) tools for creating consistent customer experiences: mnemonic devices. From "righty tighty, lefty loosey" to Starbucks' LATTE service recovery model, I'll share why simple frameworks stick—and how the world's best brands use them to help employees make better decisions under pressure.
Then I'll walk you through my own five-step STICK framework so you can create memorable, actionable systems tailored to your business. Whether you're training new employees, improving service recovery, or looking for a way to make your customer experience more consistent, this episode will help you build processes your team will actually remember—and use.
In this episode, you'll learn:
- Why most customer experience frameworks fail (even when they're good)
- How mnemonic devices make training more memorable and repeatable
- Real examples from brands like Starbucks, Apple, Marriott, and McDonald's
- My five-step STICK framework for creating your own memorable customer experience systems
- How to turn complicated processes into simple habits your team can execute with confidence
Because if it doesn't stick... it doesn't scale.
--------------------------------
About Brittany
Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who helps businesses turn customers into superfans. She’s delivered keynotes to hundreds of organizations around the world, including American Express, Benihana, and Keller Williams. Her trademark SUPER Model™ framework has empowered teams in every industry to transform customer apathy into advocacy.
Enjoying the show? Subscribe, leave a rating and review, and share this episode with someone who wants to create more superfans.
Subscribe to Brittany's biweekly newsletter
Follow Brittany on LinkedIn and Instagram
Grab a copy of Creating Superfans on Amazon
