Creating Casino Superfans with Brittany Hodak

Casino superfans aren’t accidents—they’re designed. In this conversation, Brittany Hodak breaks down a clear definition: superfans are stakeholders who are so delighted by their experience that they become advocates. We dig into the big risk casinos overlook—customer apathy—and how to spot early signals before players drift away. You’ll hear practical ways to make wait times feel shorter and more human, so lines don’t quietly erode loyalty.

Brittany shares repeatable tactics to engineer story-worthy moments on the floor, activate your frontline as amplifiers, and turn post-visit follow-ups into advocacy that compounds via referrals. We also run through a quick “Fan, Flop, or Fix” lightning round to upgrade common tactics (tier matches, birthday offers, VIP nights) into experiences that guests want to retell.

If you’re ready to move beyond points and promotions—and build a fandom flywheel—this episode gives you a 30-day starter kit you can launch with minimal budget: define one signature moment, train one frontline behavior, and share one guest story every week.