creating-superfans-hodak
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How to install creating-superfans-hodak?
simbajigege/book2skills/creating-superfans-hodak
$npx -y skills add simbajigege/book2skills --skill creating-superfans-hodakApply Brittany Hodak's SUPER Model for customer loyalty, referrals, word of mouth, personalization, service recovery, and scalable customer experience.
SKILL.md
| 1 | # Creating Superfans - Skill (Brittany Hodak) |
| 2 | |
| 3 | **Knowledge source:** *Creating Superfans: Turning Everyday Customers into Enthusiastic Advocates* by Brittany Hodak, 2023. |
| 4 | **Architecture:** Orchestrator + 7 subskills. This file routes the user query; subskills execute the actual workflows. |
| 5 | |
| 6 | ```text |
| 7 | creating-superfans-hodak/ |
| 8 | ├── SKILL.md |
| 9 | └── subskills/ |
| 10 | ├── m1_superfan_diagnosis/ |
| 11 | │ ├── module.md |
| 12 | │ └── references/case_library.md |
| 13 | ├── m2_story_positioning/ |
| 14 | │ ├── module.md |
| 15 | │ └── references/case_library.md |
| 16 | ├── m3_customer_understanding/ |
| 17 | │ ├── module.md |
| 18 | │ └── references/case_library.md |
| 19 | ├── m4_personalization/ |
| 20 | │ ├── module.md |
| 21 | │ └── references/case_library.md |
| 22 | ├── m5_exceed_expectations/ |
| 23 | │ ├── module.md |
| 24 | │ └── references/case_library.md |
| 25 | ├── m6_service_recovery/ |
| 26 | │ ├── module.md |
| 27 | │ └── references/case_library.md |
| 28 | └── m7_repeatable_supergroups/ |
| 29 | ├── module.md |
| 30 | └── references/case_library.md |
| 31 | ``` |
| 32 | |
| 33 | ## Skill Purpose |
| 34 | |
| 35 | Help founders, marketers, sales teams, customer success leaders, support teams, and operators turn ordinary customers into enthusiastic advocates. Hodak's core idea is that superfans are created where the brand's story intersects with the customer's story, then reinforced through understanding, personalization, expectation-exceeding experiences, recovery, and repeatable systems. |
| 36 | |
| 37 | This is not a paid ads, SEO, pricing, funnel analytics, or generic growth-hacking playbook. Use it when the question involves customer experience, loyalty, retention, referrals, reviews, advocacy, service recovery, or cross-functional customer centricity. |
| 38 | |
| 39 | ## Workflow Inventory |
| 40 | |
| 41 | | Workflow | User question pattern | Inputs | Output | Subskill | |
| 42 | |----------|----------------------|--------|--------|----------| |
| 43 | | Superfan diagnosis | "Why are customers not coming back or referring?" | Customer segment, current journey, retention/referral symptoms | Ladder stage, apathy diagnosis, weak SUPER pillar | M1 | |
| 44 | | Story positioning | "How do we differentiate without lowering price?" | Brand origin, values, market, customer promise | Story intersection and category-of-one positioning | M2 | |
| 45 | | Customer understanding | "Who are our customers and what do they really want?" | Customer type, conversations, reviews, support notes | Customer STORY map and voice-of-customer questions | M3 | |
| 46 | | Personalization | "How do we make customers feel seen?" | Customer signals, CRM fields, journey stage, boundaries | Personalization actions and triggers | M4 | |
| 47 | | Exceed expectations | "How do we create word of mouth or memorable experiences?" | Journey touchpoints, expectations, emotional moments | Repeatable experience moments and advocacy triggers | M5 | |
| 48 | | Service recovery | "A customer had a bad experience. What should we do?" | Failure details, customer impact, relationship context | 5 As recovery plan and prevention fix | M6 | |
| 49 | | Repeatable supergroups | "How do we scale CX across teams?" | Team structure, processes, feedback loops, employee experience | System, ownership, metrics, and cross-functional rollout | M7 | |
| 50 | |
| 51 | ## When to Use This Skill |
| 52 | |
| 53 | Use this skill when the user asks how to: |
| 54 | |
| 55 | - Increase retention, repeat purchase, referrals, reviews, advocacy, or word of mouth |
| 56 | - Diagnose why customers are satisfied but quiet |
| 57 | - Differentiate a brand when products, prices, or features look similar |
| 58 | - Improve customer experience across marketing, sales, onboarding, service, community, or social media |
| 59 | - Personalize customer touchpoints without becoming intrusive |
| 60 | - Recover from a bad customer experience |
| 61 | - Scale excellent service through systems rather than founder heroics |
| 62 | - Build a more customer-centric team culture |
| 63 | |
| 64 | ## Routing Rules |
| 65 | |
| 66 | | User question type | Must run | Optional run | |
| 67 | |--------------------|----------|--------------| |
| 68 | | "How do I improve retention or repeat purchase?" | M1 -> M3 -> M5 -> M7 | M4 | |
| 69 | | "How do I get more referrals or word of mouth?" | M1 -> M2 -> M5 -> M7 | M4 | |
| 70 | | "How do I differentiate without lowering price?" | M2 -> M3 -> M5 | M7 | |
| 71 | | "How do I understand my customers better?" | M3 | M1 | |
| 72 | | "How do I personalize this journey/message/gift?" | M3 -> M4 | M7 | |
| 73 | | "How do I wow customers?" | M5 | M3, M4, M7 | |
| 74 | | "A customer had a bad experience. What should I do?" | M6 -> M7 | M3 | |
| 75 | | "How do I scale customer experience as we grow?" | M1 -> M7 | M2 through M6 as needed | |
| 76 | | "How should marketing/sales/support/social apply SUPER?" | M7 | M2, M3, M5, M6 | |
| 77 | |
| 78 | ## Execution Rules |
| 79 | |
| 80 | 1. Read only the modules required by the routing table. |
| 81 | 2. If a module depends on upstream context, run the upstream module first. |
| 82 | 3. Pass each module's output into the next |
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