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Creating Superfans for Your Agency with Customer Experience Expert and Author, Brittany Hodak
129 Plays1 year ago
Every agency claims to deliver white glove service and go the extra mile for their customers. But if that's true, where are all those loyal customers? And why do so many clients treat staffing agencies like interchangeable commodities?
In this episode of Avionté: Digital Edge, Chris Ryan, Chief Marketing & Strategy Officer for Avionté, is joined by Brittany Hodak, customer experience expert, entrepreneur, and author of the new book, Creating Superfans: How To Turn Your Customers Into Lifelong Advocates. Brittany will share how rethinking customer service can transform your customers and talent into superfans – individuals who are true advocates for your agency who can help drive your business to new heights.
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Transcript
Why do staffing agencies struggle with customer loyalty?
00:00:00
Speaker
Every staffing agency claims they deliver white glove service, the ability to go the extra mile for their customers. But if that's true, where are all those loyal customers? And why do so many employers treat staffing agencies like a fungible commodity? What's the disconnect? If your agency is working harder than ever to retain and grow customers, but you feel like your best efforts are falling on deaf ears, maybe it's time to take a fresh look at the customer experience you deliver today and the steps you can take to build a stronger business.
Introducing Brittany Hudak and her expertise
00:00:32
Speaker
Join us as we talk to Brittany Hudak, customer experience expert, entrepreneur, and author of the new book, Creating Superfans.
00:00:40
Speaker
Stay tuned as we illustrate how rethinking customer service can transform your customers into super fans and drive your business to new heights.
00:00:53
Speaker
Hello and welcome to Aviante Digital Edge. I'm Chris Ryan, Chief Strategy and Marketing Officer for Aviante. Today we're diving into the concept of creating super fans for your business. Now, super fans is a loaded term. When I think about super fans, I imagine the Beatles or Taylor Swift on stage surrounded by obsessed happy people. But what would it be like to run a staffing agency surrounded by super fans or any business for that matter? Here's the kicker. The difference between a happy customer and a super fan might be the key to growing your business.
The importance of creating superfans
00:01:28
Speaker
In November of 2023, an SIA survey suggested for the first time in years, staffing agencies now consider sales and revenue growth their top challenge, despite major talent shortages throughout the US. And in the face of an uncertain economy and a shrinking talent pool, much of which is being absorbed by gig work and platforms like Indeed, staffing agencies are realizing the importance of tying revenue growth to a strong, distinctive brand that sets them apart in the minds of both customers and talent. But how do you cultivate a brand and a customer experience that fosters this level of super fandom and loyalty to your agency? Today, we speak with Brittany Hodak, author of Creating Superfans, How to Turn Your Customers into Lifelong Advocates, which won the 2023 Outstanding Works of Literature Award for Sales and Marketing Book of the Year.
00:02:24
Speaker
With a wealth of experience delivering keynotes and trainings to global companies like American Express and Keller Williams Luxury, Brittany knows what it takes to build super fans. She's collaborated with major brands and entertainers, including Walmart, Disney, Katy Perry, and Dolly Parton. As the former Chief Experience Officer of Experience dot.com, she scaled an entertainment startup to become an eight-figure business. Brittany brings invaluable insights to the table. So Brittany, welcome to our show. Thanks so much, Chris. I'm thrilled to be here.
00:02:57
Speaker
So to start things off, let's address the elephant in the room. Most staffing agencies today, they're already working really hard to take care of their customers. And most of them will tell you that customer service is their top priority. It's not uncommon for a business leader to say, we go above and beyond for our customers and we deliver white glove service. So where's the disconnect?
Understanding the gap between company perception and customer experience
00:03:19
Speaker
Why do the perceptions of business leaders and their actions sometimes seem to work against their desire to create loyal, referable customers. Well, you know, it's funny, there have been so many studies done. And when you ask people, do you provide excellent customer service? It's usually somewhere between 80 to 90% of companies that say they do. Nobody thinks they don't. But when you ask customers, it's usually between 20 to 30% of the customers of those same businesses who will tell you they are the recipients.
00:03:51
Speaker
of excellent customer service. So there are a few disconnects. One is that a lot of times companies just aren't asking. If you say we provide excellent customer service or excellent customer experience, my next question is, says who? Are you asking your customers? Are you measuring your performance on a regular basis and collecting their feedback? Because if not, you don't get to say that. Your reputation isn't what you say you are. It's what your customers say you are. so that's disconnect number one i think the second disconnect is oftentimes we benchmark ourselves against our direct competitors someone might think oh i'm doing just as well as all the other staffing companies but times have changed we are living in an experienced economy and your customers
00:04:37
Speaker
or just comparing you to your staffing direct competitors. As you said, they're comparing you to the gig economy apps. They're comparing you to Indeed. They're comparing you to their dentist and their doctor and the best restaurants and hotels that they've experienced. That is your competitive set. not just the other staffing agencies. So if you want to truly be able to say that you provide amazing experiences, you've got to A, ask your customers and B, be able to run with those big boys that are taking care of customers in every facet of the economy, not just your direct competitors. Interesting. So part of this is simply asking your customers for direct feedback and being willing to listen to it.
00:05:19
Speaker
So in your book, you coined the term superfan. Now, what exactly is a superfan and why is a superfan different from a satisfied customer?
What makes a super fan?
00:05:29
Speaker
So the main way in which a super fan is different from a satisfied customer is amplification. These are people who aren't just satisfied with you. They're telling their friends. So they go from just affinity to advocacy. And I define a super fan as a customer, a stakeholder who is so delighted by their experience with you that they become an enthusiastic advocate. So there's three parts of that definition. The first.
00:05:54
Speaker
These are customers or stakeholders. These are people who have actually done business with you. And it could be on either side. They could be somebody who has been talent for your staffing agency, or it could be a company that's used you to find talent. So both sides of that. The second part, they were delighted by their experience. It wasn't just okay. It wasn't just above average. It was remarkable, something that they would say, wow, that felt so easy, or wow, that was great. And then the third part of the definition, when they have the opportunity to advocate on your behalf, they do so. So on the talent side, that could look like telling somebody they know that they should also apply to be talent through your agency because you've treated them very well. And then of course, on the other side of the equation, it's somebody wanting to give you more of their needs, somebody getting promoted and saying, we've got to continue to use the same agency, or someone changing jobs or talking to a colleague in another business saying, let me tell you about the staffing agency that's helped us out a ton, you should be working with them as well. So in other words, a super fan is a customer who creates more customers, which I think based on the research that you shared at the top of the show is the kind of customer about 100% of staffing agencies are looking for right now.
00:07:07
Speaker
So how does your approach to cultivating super fans differ from what most agencies are doing today and what they call customer service and why has it found such resonance within the business community? Well, I think one reason is because a lot of people think of customer experience and customer service as interchangeable and they're not. Customer service is a subset of customer experience, but everyone at your agency is in the experience
Customer service vs customer experience
00:07:35
Speaker
department, whether they know it or not. I don't care what their role is. I don't care how they're interfacing either with your talent or with your business partners. They could be just an accounting where they rarely talk to anybody or doing invoices. Everyone is in the experience department. We can't think of customer service as a subset of the company or as people who just deal with angry clients or angry workers. Everyone at any given time is the acting chief of experience. And so I think that's the first difference that the the best companies realize that. The second thing is I think one of the largest problems affecting just about every company today with the proliferation of technology and AI, it's never been easier for a competitor to get into any field. If you think back a few decades ago, you could dominate an industry by being a little bit above average. And if you got started sooner, you had a competitive advantage that was going to last for decades, right? Like all of that has been wiped out. Now, anybody listening to this could say, I'm going to start a staffing agency. And within a few months be running with and competing with the big guys, if they were willing to do things the right way, because technology has just made that a reality. So the biggest problem.
00:08:48
Speaker
that many agencies face without realizing it is this idea of apathy. It's customers who were satisfied enough, but not enough to say, I have to work with them again. yeah How are we making people say this one is not like any of the others? How are we going from being seen as simply a commodity provider, somebody who did a service, filled a need, got me some people when I needed it to a category of
Differentiation in the staffing industry
00:09:15
Speaker
one? What are those touch points that are differentiating us from everybody else so that it doesn't matter who the competitors are, the ones that are here right now or any future ones, those people making the decisions say, no, I don't want to work with anybody else because I already have the best partner who I know is going to do the best job taking care of me. And maybe there are going to be situations where I'm going to need to work with a few agencies for any number of reasons, whether it's labor, logistics, timing, whatever, but they are always going to be the first call that I make. and they're always going to be in the mix. Got it. So one of the things that ah makes the staffing industry unique from some of the other businesses that you might have worked with is that it's a two-sided marketplace. On the one hand, you need to get employer customers, and on the other hand, you have to attract and retain the right talent. and
00:10:04
Speaker
If you don't have the talent, the customers won't buy from you. And if you don't have the jobs, the talent won't come to you. So there's this kind of this balancing act. So how do you foster super fans on both sides of the aisle with both the talent and the employer? Well, it's a great question. I think it starts with intentionality. You have to decide that you want to do it. And then you have to design the way in which you're going to do it. And then you have to appoint a person or multiple people within the organization who are going to follow that plan. They know that they've got a map that they're following that says, I'm going to reach out to the talent after the first day and the job to see how it went. I'm going to send them a handwritten congratulations note when they get to a certain milestone, whether that's a hundredth day with one of our employer partners or whether that's six months or a year with our agency, whatever it is, like somebody has to be actively paying attention to those relationships and treating every single one of those individuals like they matter. Now, of course, you can do this at scale.
00:11:02
Speaker
But if you are intentional about showing and telling your customers on both sides how much they mean for you, it's just like not something that's on your list. It can fall off your radar. And you might think, well, of course they know they matter to me. Of course they know how much I care about them. But the reality is if you aren't actively telling them and showing them, why would they know? Why would they assume anything other than you're just somebody that is sending them an invoice or sending them a check every month? Interesting. So it's almost like if it's a relationship that's important in your life, you can't take it for granted. So what do you think that customers and talent expect from a staffing agency today? How does this relate to staffing? How do we navigate the disparity between what a customer say they want and the actual priorities that they have?
00:11:53
Speaker
It's knowing your customer even better than they know themselves and asking them what it is that they need. If you haven't surveyed your customers in a year, that's at least six months too long because the world is changing. Needs are changing. You've got to understand what it is that matters the most to all of your customers and to treat every one of them as an individual because customer A might want something totally different from customer B. so As your firm grows, you're going to have legacy clients who have been with you for years. You're going to have new clients. You're going to have a lot of different industries that you work within and serve. Each of them is going to have very specific needs. You can't think of it as like one homogenous group because
00:12:34
Speaker
It isn't. it So that's the first thing is is having those conversations to understand what they want. The second thing, which we alluded to earlier, is asking for feedback, asking how you're doing. Because a lot of times when business owners list what they think are the most important things, those are just table stakes. like What used to be all you had to do is now like the cost of entry. right Creating an amazing experience is no longer optional. All of the things that our services your company provides Those again are commodity in many ways, like a lot of people can do those. It's how are you differentiating? it How are you making it feel easy and delightful and fun to book labor? How are you making it simple for people to see a dashboard to track what's going on? What are all of those touch points that you're elevating that you're making both convenient and also
00:13:27
Speaker
differentiated for your customers on both sides. So the people that are working through your agency and the companies that are hiring you. So we often see a staffing agency saying, well, we deliver high touch white glove service, and yet we often see clients perceiving them as a commodity. How does a staffing agency relevantly and genuinely stand out in the eyes of their customers? So one of the best things that any staffing agency can do is call up your two or three best customers and say, if you could wave a magic wand and change one thing about working with us, what would it be and why? And I love that magic wand question because
00:14:06
Speaker
it eliminates a lot of preconceived notions of people that are like, oh, I don't want to suggest this because I feel like it's out of the realm of possibility, either because of budget or timing or technology or whatever. So ask your customers, if I can wave a magic wand and change one thing for you, what would it be? And if the first answer they give you is something like, oh, you'd give us people for free, like kind of laugh it off. ah They may be telling you something there, right? And like they may be saying cost is an issue, but try to get to some real suggestions because what you'll start to do
Impact of small service details on perception
00:14:37
Speaker
is uncover pain points that maybe you're completely unaware of.
00:14:41
Speaker
Because unless you've been through that journey very closely with them looking at every point, there may be small points of friction that you're not even aware of could be as silly as you have a lot of meetings with them. And you always do them on teams, but they're a zoom organization, not a team's organization. So that's like a little friction point. What are the little things that they would like for you to make just a little bit different? And if you're not asking those questions, you're not going to get that insight. And if you don't have that insight, you're not going to be able to design a more enjoyable, more intentional experience for each of those priority customers. hu So I almost hear you saying that sometimes it's the small details and the delivery that really make a difference.
00:15:22
Speaker
It is almost always the small details because in reality, a lot of the big things are the same. A lot of the larger things that you're doing are going to be 98% identical to all of your competitors. And that's why it's very easy for someone in the position to hire your hire a competitor. editor to throw the hands up in the air and be like, I don't care. It's all the same. The way you make it different is in that two to 5% margin of the little things. And when I say little, trust me, they are the biggest things more often than not.
00:15:55
Speaker
Got it. So let's talk a little bit about technology. Many industries that you've worked with have gone through major technological change and staffing is no exception. In fact, in the world of work now, we're seeing all sorts of new applications, mobile applications for staffing and for talent. We're getting to the point where somebody's gonna be able to open their mobile phone and be able to look for work and be working an hour later. So I guess in light of the rapid change that we're undergoing, how do you rethink what exceptional service means when there are significant changes in technology? And how does this perception change across different generations?
00:16:36
Speaker
Well, the generational thing is important because you very likely are going to experience people who want to do things differently than other people who might be 20 years older or younger, right? Like I do pretty much everything on my phone. My mom doesn't do anything on her phone. She doesn't have her credit card stored on her phone. She doesn't order anything in apps. She thinks she's being tracked by I don't know who, like you have different opinions. And there's a great book that was written by Dr. Tony Alessandra. And it's called The Platinum Role. And what Dr. Alessandra said is we all grew up with the golden role, treat others the way we want to be treated. But instead, in business, we need to be following the platinum role. We need to treat others the way they want to be treated.
00:17:17
Speaker
because not everyone wants to be treated the same way as we do. And even more to the point, not every customer wants to be treated exactly the same way as every other customer. So what that means is that you've got to use technology to create different paths to the same end. So you've got to combine high tech, but also high touch to create the highest level of impact. So that might mean offering different ways to have the potential talent that you're hiring, have them to work in different ways. Some of them might be on the app. Some of them might be on the website. You may be servicing a population or a community to where it's still important to let people come apply in person or over the phone.
00:17:56
Speaker
Great. To the extent that you can make those accommodations do it. You may have people that want to be paid differently. Maybe everybody doesn't want to be paid weekly. Maybe some people need to be paid daily. Maybe some people would rather be paid twice a month, whatever it is, to the extent that you can customize it. do it. And then the same thing on the business side of your business. like You may have to make certain accommodations where you're doing things five different ways for five different customers. But if it makes it easier for them to say, we want to work with your staffing agency and nobody else's, why would that be a sticking point? Why wouldn't you customize something? If it takes an extra 30 minutes or hour or two hours even for somebody on your team once a month or even once a week, but it means you're going to go from getting 20% of their business to 70% of their business because you're the easiest one to work with. Absolutely. You need to be making those trades every time, but you're not going to know what those friction points are are until you have the conversation and tell you are brave enough to say, Hey, I know that we're getting about 20% of your business right now, but we love working with you.
00:19:01
Speaker
What would it take for us to get 60% of your business? What would need to change for us to be the first call you make every time? And just see what your customers tell you. Yeah, it's interesting, Brittany, because when staffing agencies are thinking about technology, often it's viewed as a binary choice. We can provide high touch personalized service, or we can provide very efficient service through technology, but it's less personalized. And it almost sounds like you need to be prepared to provide both types of services side by side based on whatever your talent or whatever your customer is telling you.
00:19:37
Speaker
You absolutely do need to provide both. And it's never a binary choice because what the best technology does is free up more of your human capital time to do the things that can't yet
Enhancing service through technology
00:19:48
Speaker
be automated. So because you're able to press a button and do something that previously might have taken you 10 or 15 minutes, You've now just reclaimed 10 or 15 minutes as an employee to do something that can't yet be automated, whether that's on the talent side or the customer side. And so I'm a professional speaker. I work with a lot of different speakers, bureaus, and there is one speaker bureau that I like better than all of the others because of how easy they make everything. It's click a button here to accept this whole date, click a button here to sign this contract. Now that doesn't mean I'm not getting text messages and phone calls and emails from the agents because I am, but unlike other speakers, bureaus where it might be like seven emails back and forth, and then they're sending me a calendar invite and then maybe something's wrong on that calendar invite. So they're doing it again. It's literally, I click a button. And there's a template with all of the information and a way that I can see it that is exactly the same every single time. It is so much easier because what they're doing is eliminating the chaos that can be introduced when you have lots of human interaction, they're automating it at that point of contact. So little things that again, maybe aren't even on your radar, because you're only experiencing it on your side, you haven't stepped into the seat of either the person working or the company that's hiring those workers, but those little things can sometimes make such a big difference in the way they think about your company and how they feel when they think about engaging with your company. Yeah. And it also sounds like that speaker bureau that you just referenced, they're treating your time with respect. which Absolutely. And it's like other bureaus might send me seven or eight or 10 emails that are like, hey, we're working on this contract. We're doing this. like
00:21:30
Speaker
Great. If you had just told me once you were working on it and sent me something that I could see visibly like the Domino's Pizza Tracker of where it was, you wouldn't have to send me all of those other emails. And also I trust you. I know you're doing your job. You don't have to like email me every other day to tell me you're doing your job. So yes, absolutely. It's about how you honor the time and also the emotional energy of your customers. Interesting. So let's talk about brand awareness. And brand is one of those terms that people often confuse. Many assume that you can tell other people what your brand is, as opposed to thinking that brand is what people are saying about you when you're not in the room. So if you're a staffing agency and you want to strengthen your brand presence, what are some of the ways that you can do that through social media and marketing platforms? How do you strengthen your brand?
00:22:23
Speaker
Well, the first way you strengthen your brand is by stripping out thinking about social media and digital platforms because your brand is your brand.
Consistency in branding
00:22:32
Speaker
And it has to be the same everywhere. You need omni-channel branding. So no matter when or how somebody is interacting or engaging with you, they can identify in their brain what you're all about. And in my book, Creating Superfans, I use the acronym super. to talk about what you need to do to create super fans. And the S, which is probably the most important, stands for start with your story, which is essentially, why do you exist? How are you making the world different and better because your business is in it? Why would things be less awesome if people were forced to work with your competitors because you were no longer around, right? Start with your story. You've got to have that clear North Star that's driving everything you and your team members do.
00:23:18
Speaker
That's the first step. And if you don't have that, no amount of clever social media campaigns or redesigned logos or clever ad copy is going to matter all that much because it's going to exist in a silo. It's like building a house on sand, right? Like you've got to have a great foundation. So start with your story, start with your differentiator, why someone would be crazy to choose anyone else but you. And then once you have that, and once everyone on your team is aligned around that message, then you can start thinking about how do I tell this story in a way that's going to be both
00:23:55
Speaker
compelling and appropriate for whatever the channel is. Sometimes that's going to be digital. Sometimes that's going to be not digital. And I was going to say analog. I don't know if that's what we would call things offline. But the where doesn't matter. It's the why and the who that matter. Got it. And it also sounds like you really have to think of your entire company as your marketing department in your brand, that you're always giving off brand vibes, no matter what it is you're doing or where you're doing it. Oh, 100%. I think every one of us has walked into a restaurant and felt like we weren't welcome there because of the host or hostess either the way they look at us, or maybe they don't acknowledge us at all, or maybe a waitress, or could even be something that we see happening in back of house. And and that colors the entire experience and makes us not want to go back. I know several times I've walked into a store and left without buying anything because of how I experienced somebody in that store. Again, maybe they paid too much attention. Maybe they didn't pay attention at all. Everyone is in the experience department and everyone on your team is shaping the perception that both your current and prospective customers have about your entire business.
00:25:03
Speaker
So now let's apply this to marketing of a staffing agency a little bit. If you're a traditional staffing agency leader and you are aimed at trying to create super fans and trying to rethink the way you project your brand into the marketplace, how do you successfully market? And how do you know that your marketing efforts are on track? How do you know that your marketing team is asking the right questions and that you're getting the truth from your customers and your job candidates? Well, I think the first thing is deciding what success looks like. How are you going to know if you're successful? If you don't know what it's going to take for you to know that you're successful.
Setting success metrics in marketing
00:25:37
Speaker
So that's the first thing is identifying what those KPIs are a really great one is EGR or earned growth rate, which is essentially the sort of 3.0 version of net promoter score. And what EGR looks like is how much of your growth are you earning versus paying for it? Meaning how much of your revenue is coming from repeat and referred
00:25:58
Speaker
customers versus customers that aren't repeat or referred, which means you likely paid for those either through your advertising, marketing campaigns that you're doing, whatever. So that number should be growing. Looking at how much share of the pie you're getting from your current customers and how that's changing year over year. So like the first thing you have to do is identify what is success. Because if you don't know that, if you don't know what numbers you need to be looking at on a dashboard to see the needle moving up or down, and then that's a problem. So that's the first thing. The second thing is aligning everyone on your team around those KPIs. Like this is the success benchmark. This is what we're measuring. This is what we must do. How does the message match what it is that you're trying to do? How you're trying to move the needle. And if you've got seven different people who are all saying seven different things, that's a problem. So it goes back to understanding your unique selling proposition on both sides. What you are saying to the people that are trying to decide if they should just keep doing Uber Eats or Instacart is going to be different from the companies that you're trying to get either in the door for the first time or a larger percentage of their staffing needs that you can be filling. So It's about knowing what you're going to measure for success to look like, making sure everybody on your team is in alignment with what those things are that matter, having the conversations with both of the audiences that you're serving to understand what matters to them, what they want, what they would wave a magic wand and could do. And then asking yourself, what's the most compelling way I can tell this message? in each of these places. So whether that's the way your website looks, your app looks, your social media, the content that you're creating for newsletters or blogs, and then also any direct mail or direct outreach that you're doing.
00:27:45
Speaker
So as we talk about earned growth and let's say we are starting to build our base of highly referenceable customers, our super fans, how does that ultimately contribute to revenue growth in new customers? Is the growth coming from the marketing of your existing customers? What does it look like? It absolutely should be. So if you're not already asking your best customers for referrals, that's a huge potential source of new revenue that you can tap
How can referrals grow your business?
00:28:11
Speaker
into. So have those conversations with your existing customers and say, we love helping your business. A few years ago, it was so hard for us to get enough labor to meet the demands. But right now we've actually got a surplus. We're in a really great spot. So right now what we're looking for are more great customers so we can help more of these amazing people that we've identified and brought into our network do the kind of work that is going to help within this community. So if you know anybody who isn't using us right now, but could potentially benefit from some of the things that we've done for you, I would really appreciate an introduction.
00:28:45
Speaker
and then make it really easy for them to do that. Like you've got to write the email, you've got to have the things ready so that when they say yes, they can send it on and make sure that they're doing it on your behalf and then coming back to connect you both. Don't send an email with me on CC to everybody you knew. No, don't do that. You've got to make it super simple for them to want to pull the trigger to make either a referral or an introduction on your behalf once they've determined that person on the other end of that introduction is qualified. They also see that there's value to be had in this relationship. Those are the kinds of double opt-in introductions that are going to make it very easy for you to close that new business because now you're not just one of the options. You're somebody who has come highly recommended from a trusted source. You are a category of one.
00:29:35
Speaker
Let me give you a quick curve ball. Some of our listeners might think, Gee, creating super fans and rethinking and and focusing on building our brand is going to be expensive. And my marketing budget is going to be going up at a time when I'm trying to manage my costs. Is your approach more expensive or is it just different? So I always say that you cannot buy
Intentional marketing actions over expenditure
00:29:57
Speaker
superfans. No amount of money in the world is going to make someone love you for the right reasons. The best marketing doesn't cost. The best marketing is, let's say you've got somebody who's been working through your agency at a job for a period of time in, I don't know, a restaurant situation, you find out that they've got a preschooler. You order a Melissa and Doug food playset for that preschooler with a handwritten note that says, Hey, thought you might want to do some of the same stuff that mommy does at work every day. We love having her on our team, whatever it is, that $12 that you're spending is going to mean more and connect deeper than
00:30:40
Speaker
any amount of something that wasn't wrapped in an intentional gift given because of a personal connection. So the best marketing absolutely does not cost anything or cost very little because it's about saying, Hey, I noticed this thing and you matter. You as a human matter to me as a human, and I'm giving you this token to show that. So it's not about expenditure. It's about being very intentional in your actions that really makes the difference in driving your brand. It is all about intentionality. And that's one of the things that we're going to be talking about when we get together for our event in July, which I am thrilled about because I'm going to teach the principle of intentional experience design to everyone in the audience so they can take this back to their agency and do a really fantastic job at executing it at a level that perhaps they haven't been as intentional about in the past.
00:31:34
Speaker
Yeah. And Brittany, that's a great reminder as we're wrapping up our discussion. I want to remind our audience that Brittany will be our keynote speaker at Connect 2024 this year. And we are really delighted to have you. I think that Aviante customers are really going to enjoy your message and the whole concept behind super fans. is about a smarter way of doing business and a better way of serving customers in order to succeed in what we do every day within the staffing industry. Thank you so much for your time today. We look forward to your presence at Connect. And for those Amiente customers who are interested in learning more about our annual user conference, it takes place this year from July 29th to 31st at the downtown Hilton in Minneapolis.
00:32:23
Speaker
And the best part, attendance at Connect 2024 is free for Aviante customers.
Aviante's Connect 2024 event and keynote session
00:32:30
Speaker
Or if you're interested in learning more about Aviante, we invite you to visit our website at w www dot.aviante dot.com. We also want to encourage you to read Brittany's award-winning book, Creating Superfans, which is available on an Amazon, Barnes & Noble, and bookshop dot.org or wherever you buy your books. If you want to hear future episodes of our Amiente Digital Edge program, please subscribe to our podcast. This is Chris Ryan and we thank you for joining us.