Making the Fan
174 episodes - English - Latest episode: 20 days ago - ★★★★★ - 38 ratingsTurn casual customers into faithful fans. And employees into evangelists.
A dynamic show with different formats designed to help you grow average revenue per customer (ARPU) and reduce customer churn.
Casual conversations with host David Millay and the best brand marketers and operators in the world. Scientific breakdowns of tribes, trends, theories and tests (brand case studies). And idea brainstorms with recurring guests, like Christina Garnett, Troy Hidduke Campbell, and Kaila Pettis.
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Episodes
Portals: The Best Tool to Reduce Friction in Your Customer Journey
April 04, 2024 10:00 - 55 minutes - 38.4 MBEpisode 002: David Millay (https://twitter.com/davidmillay) and Troy Campbell get into the science of anticipation, emo Jimmy Butler, AI for experiential marketing gone wrong, and how Portals help transform customers’ mindsets to enjoy your product more. Want to talk to David? Email him at [email protected] — Show Themes: Humor in Marketing: Learn about the role of humor in marketing, with a nod to Fall Out Boy’s music video featuring Jimmy Butler. Cultural Phenomena & Divers...
The Secret Strategy Disney Uses to Create Fans
April 03, 2024 20:00 - 9 minutes - 6.54 MBEpisode 001: An introduction to the show Making the Fan w/ David Millay. A show where we explore how brands turn casual customers into faithful fans, and employees into evangelists. David shares his experience going through Traditions, Disney's 8-hour, new employee onboarding course, and unpacks how Disney uses Traditions to create emotional connections with employees. This episode serves as a preview of future episodes, discussing who the show is for and the problem it seeks to solve....
Never Lose an Employee Again w/ Joey Coleman
June 29, 2023 06:00 - 1 hour - 53.2 MBJoey Coleman, one of the world's leading experts on employee experience, reveals practical strategies that will teach you exactly how to recruit top talent, bring them onboard successfully, and keep them engaged while they produce remarkable results for years to come. Finding and keeping quality employees is one of the greatest challenges facing businesses today. With more people quitting their jobs each month than ever before and employees demanding flexibility, freedom, and advancement, c...
Driving Change through AR, VR and Human-Centered Design w/ Steven King
February 28, 2023 10:00 - 55 minutes - 38.1 MBAugmented reality and virtual reality are transforming both the in-venue and at-home viewing experience. To understand how to incorporate these emerging technologies, we sat down with Steven King, founder and Chief Innovation Officer of University of North Carolina’s Blue Sky Innovation lab. King’s work is rooted in human-centered design and this episode hits on some of the latest projects coming out of the lab and how to effectively use human-centered design for brainstorming and change ma...
Measuring Burnout and Workaholism in College Athletics w/ Matt Huml
February 21, 2023 17:00 - 47 minutes - 32.9 MBIt used to be fun to work in sports. But like so many other industries, responsibilities have increased, often demanding employees to achieve more with less. The result, according to Matt Huml, can be burnout, workaholism, disengagement, and resentment. In this episode, we dive deep into Matt's two most recent research projects: "The Effect of Remote Work on Family and Work Dynamics Within the Sport Industry;" and "From engaged worker to workaholic: a mediated model of athletic department em...
How Mentor Managers Inspire Employees to "Love it Here" w/ Clint Pulver
February 14, 2023 10:00 - 50 minutes - 34.4 MBAfter more than 220 undercover interviews with 12,000 employees, Clint Pulver is known as the leading authority on employee retention. In this episode, David and Clint discuss the key attributes of mentor managing and the 5 Cs of leadership that result in employees saying, “I Love it Here.” ----- 2:24 The Undercover Millennial Program 5:49 Behind the Book “I Love It Here” 9:24 The 4 Types of Managers 17:36 Assessing Your Leadership - The 5 Cs 21:43 Leading Through Tran...
Influencing the Guest Experience from the Frontlines w/ Vanessa Ward
February 07, 2023 21:00 - 55 minutes - 38 MBIn this episode, David Millay sits down with Vanessa Ward, Vice President of Event Service for the Phoenix Suns. Before joining the Suns, Vanessa spent time at Disney, launching the Guest Experience Center, and the Chicago Cubs, overseeing the Guest and Associate Experience. Understanding that the employee experience directly impacts the guest experience, Vanessa shares tactics on communicating significant changes from event to event, making events unique for the staff and how to develop ni...
Developing Personal Brands to Build Bigger Communities w/ Preston McClellan
February 01, 2023 10:00 - 54 minutes - 37.8 MBHe’s considered a bit of a social media ‘OG’. For seven years, Preston guided players on the PGA Tour to create their own brands and communities, an effort that grew the greater PGA audience from 20 million to 60 million followers in 5 years. Now, as a co-founder of Golf Space Collective, Preston and his team guides golf properties on all things digital. This episode hits on why building a personal brand is important, the impact that personal brand has on team and league brands or any bu...
Storytelling and the Science of Cool (Part 2) w/ Troy Campbell
January 24, 2023 13:00 - 39 minutes - 26.9 MBIn the second half of this two-part episode, we’re diving into why Disney uses portals, the principles of meta-modernism and why something is “cool” with Dr. Troy Campbell. Campbell is the Chief Scientist at On Your Feet and his research and career has centered around the intersection of scientific minds and artistic hearts and how to create and capture original and powerful ideas and make amazing things. ----- 3:29 The Importance of “Portals” 11:19 The Science of “Cool” 18:12 Ho...
Storytelling and the Science of Cool (Part 1) w/ Troy Campbell
January 17, 2023 10:00 - 44 minutes - 30.4 MBIn the first of this two-part episode with Dr. Troy Campbell, we’re breaking down the principles behind storytelling and what makes something “cool.” Campbell is the Chief Scientist at On Your Feet and his research and career has centered around the intersection of scientific minds and artistic hearts and how to create and capture original and powerful ideas and make amazing things. Part one hits on why Nike ads are simple to make and how brands like Disney borrow stories. ----- 3:52 ...
Discovering the STORY Behind Superfandom
January 10, 2023 10:00 - 51 minutes - 35.5 MBPreviously on Flip the Switch, Brittany Hodak shared her ‘SUPER’ framework that brands can leverage to increase loyalty and fandom. With her new book, Creating Superfans coming out today (January 10), David Millay welcomes Brittany back to the show to discuss new frameworks and models that small businesses and global brands everywhere can implement to convert customers and employees into superfans. ----- 2:29 Creating Superfans Podcast 6:53 SUPER Framework Overview 9:57 Ladde...
Finding Purpose and Building a Community w/ Gina Bianchini
January 03, 2023 17:00 - 1 hour - 42.8 MBWhen it comes to identifying your purpose or purposes, it’s all about having a clear intention for your time, your talents, your energy and your focus. What makes you happy. But more importantly, it’s about turning your purpose or purposes into something actionable and making them matter. After helping thousands find their purpose through her companies Ning and Mighty and her Community Design course, CEO and Founder of Mighty Networks Gina Bianchini joins the show to discuss the frameworks...
Secrets to Success in Customer Service and Company Culture w/ Dennis Snow
December 21, 2022 10:00 - 1 hour - 43.2 MBFollowing a 20-year career at Disney, Dennis Snow identified 10 key lessons that all organizations could follow to achieve the same success in customer service and company culture. Since leaving the magic, Dennis has spent the last 23 years inspiring organizations on how to adapt those 10 lessons and apply the core service principles to their operation. In this episode, we unpack the lessons from his two books, “Lessons from the Mouse: A Guide for Applying Disney World's Secrets of Succe...
Bringing Greater Hospitality to the Ballpark w/ Eric Weisberg
December 13, 2022 10:00 - 57 minutes - 39.7 MBThe baseball business is a relationship business and has the same core values as any other hospitality industry. It’s a practice that Eric Weisberg preaches as the Vice President of Fan Experience. In this episode, Eric discusses the influences roles with Disney and the Kansas City Zoo has on his career in baseball, his “Fan Host for a Day” program and how to show up for a job in the sports industry. Show Notes 3:43 Eric’s Career Journey to Tampa 11:09 Hiring for Skill Sets over...
How to Intentionally Serve Your Premium Clients w/ Lisa Holladay
November 01, 2022 09:00 - 51 minutes - 35.3 MBIn this episode, we’re joined by Lisa Holladay, Chief Experience Officer at Tiger 21, a high wealth membership organization. Lisa has spent her career in service hospitality, with stops at Mercedes-Benz and Ritz-Carlton. By viewing customers as owners, guests or members, each of these brands have created more personal relationships, resulting in more memorable experiences. We break down the principles that make these brands synonymous with guest experience, from their customer framework...
Cultivating Meaningful Conversations Through Social w/ Brooke Sellas
October 18, 2022 09:00 - 55 minutes - 38.1 MBIn today’s episode, David Millay and Katie Rudy are joined by Brooke Sellas, Digital Customer Experience Specialist and CEO of B Squared Media. With more than 15 years of marketing experience and 10 in social media management, Brooke recently authored a new book, "Conversations That Connect." We dive into several tactics and strategies from the book, demonstrating the value of social media listening to connect with, converse with and convert customers. ----- Show Notes 2:52 The CF ...
Inspiring Impactful Change w/ Guido D'Elia
September 27, 2022 09:00 - 51 minutes - 35.6 MBTo orchestrate a compelling game day experience for all fans requires thinking more like a play caller, an offensive coordinator, rather than simply directing a run of show. In this episode, David Millay and Katie Rudy sit down with Guido D’Elia, a consultant in strategic communications and college athletics game day experience. As Penn State’s Director of Football Branding and Communications, Guido was the mastermind behind the “Penn State Whiteout”, an experiment that has resulted in one...
How to Incite Loyalty and Increase Customer Retention w/ Ed Frame
September 13, 2022 09:00 - 50 minutes - 34.4 MBIt’s 5x cheaper to retain an existing customer than acquire a new one and increasing retention by 5% can increase profits by 25 - 95%. Yet so many companies still prioritize customer acquisition over retention. In this episode, David Millay and Katie Rudy sit down with Ed Frame, CEO and Founder of Exemplify CX and discuss his 7-phase approach to Customer Longevity, converting buyers into repeat customers and brand advocates. —-- Show Notes 2:35 About Exemplify and the Retention Fun...
The Simple Science Behind Successful Marketing Strategies w/ Phill Agnew
August 08, 2022 09:00 - 53 minutes - 37.1 MBToday’s guest is Phill Agnew, a senior product marketing manager at Buffer. After struggling as a marketer in his early career, Phill discovered behavioral science and started applying psychology principles to improve his work. From distinctiveness, social proof, primacy effect and framing, Phill developed the Science of Marketing course and The Nudge Marketing Podcast to help others understand how to boost their marketing strategy. This episode explores key strategies to apply in each of ...
Reframing Retreats & Resetting Your Operation w/ David Millay and Katie Rudy
July 12, 2022 09:00 - 25 minutes - 17.3 MBIn the daily grind, it’s hard to find time to work on the business when you are working in the business. Staff retreats offer teams the opportunity to reset, reframe the operation and define goals for a new chapter. In this episode, David Millay and Katie Rudy break down approaches to team retreats and key activities to include to break the cycle and improve your operation. We cover: Defining goals of the retreats Establishing success metrics Evaluating realities of your industry ...
The Parallels Between Rabid Fandoms and Religions w/ Jodi Eichler-Levine
July 06, 2022 09:00 - 57 minutes - 39.6 MBTaking a non-traditional exploration of fandom, today’s episode features Jodi Eichler-Levine, who studies the parallels between classic religions and fan cultures. After learning of Jodi's research from her a Twitter-trending analysis on “Disney adults” or “Disney-files”, David and Jodi take a deeper dive into the principles that Disney has utilized to create evangelists of their brand and the strategies and tactics brands can adapt to their organization to inspire their own fanatics. —-...
What Drives Customers to Buy w/ Katelyn Bourgoin
June 27, 2022 09:00 - 49 minutes - 33.7 MBBefore the “driveway to driveway” customer journey begins, there’s the whole buying process. What prompted the customer to consider your brand, product or service? What motivated them to complete the purchase? This week, we’re jumping into the psychology behind why people buy with Katelyn Bourgoin, CEO of Customer Camp. Katelyn and David hit on the journey before the journey, the four key trigger events that lead to purchases and solutions companies have created by truly listening to th...
The 5 Key Elements Impacting Powerful Customer Experiences w/ Elizabeth Dixon
June 20, 2022 09:00 - 49 minutes - 34.1 MBTo design a first-class customer experience, it starts with the mindset, the stories we’re telling ourselves internally and the framework for how we’re viewing the world and aligning it with what we want to create for people around us. In this episode, David sits down with Elizabeth Dixon, entrepreneur and business leader at Elizabeth Dixon Speaks. Elizabeth has worked for or alongside several customer-centric organizations, including her current role of Principal Lead of Strategy, Hospita...
How the Savannah Bananas Create the 'Greatest Show Possible' w/ Jesse Cole
June 13, 2022 09:00 - 53 minutes - 36.6 MBOur first three-peat on the show, we welcome back Jesse Cole, owner of the Savannah Bananas. In previous episodes, David and Jesse have jammed and brainstormed, but in this show, we unpack the Bananas’ 5-E-Framework that has propelled their Fans First model into a global phenomenon. What the Bananas lack in detailed processes and metrics, they make up for in intentionality, in-depth knowledge of their product and fans and the impression they leave through every step of the in-person and vi...
Creating a More Captivating Customer Service Training w/ David Millay and Katie Rudy
June 02, 2022 09:00 - 30 minutes - 21.1 MBCustomer service training shouldn't be something you have to do, but something you get to do, to empower the event staffs that serve your fans and represent your brand. In this episode, David Millay and Katie Rudy break down the the key components, resources and best practices to running a more captivating training. We cover: In-person vs. virtual formats Training mindsets Inspirational vs. instructional content Who should be invited and ideal activities for different sized-groups...
The Building Blocks of LEGO's Content & Fandom Strategy w/ James Gregson
May 23, 2022 09:00 - 47 minutes - 32.3 MBSimilar to the passion fans have for Disney, young kids and adults alike have deep emotional connections with LEGO. In this week’s episode, James Gregson, creative director for LEGO Group’s internal creative agency, breaks down the content strategies that elicits that fandom and helps “inspire the builders of tomorrow.” The conversation covers the product partnerships and user-generated content that LEGO utilizes to strengthen relationships and bring new fans into the ecosystem and the...
How to Become Customer-Centric vs. Customer-Focused w/ Annette Franz
May 16, 2022 13:00 - 51 minutes - 35.7 MBThe terms “customer-focused” and “customer-centric” are often used interchangeably, but there are distinct differences from how an organization is culturally structured to how they serve their customers. In this week’s episode, Annette Franz joins David Millay to discuss her latest book, “Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business” and the 10 principles to become a more customer-centric organization. —-- Show Notes 2:20 Customer-Focused vs....
Driving Deeper Engagement Through Digital Activations (Part Two) w/ Nick Lawson
May 09, 2022 09:00 - 44 minutes - 30.8 MBNick Lawson, Co-Founder and CEO of SQWAD rejoins the podcast to discuss the current state of the digital space, sponsorship activations and fan engagement. With much to cover, we split this conversation into two episodes. Listen to the first episode here. In part two, we jump back into the conversation with David Millay and Nick discussing the problems with sponsorship and the deep dive that SQWAD has done to solve them. This episode features strategies and tactics to help organizations ...
Driving Deeper Engagement Through Digital Activations (Part One) w/ Nick Lawson
May 05, 2022 09:00 - 48 minutes - 33.2 MBNick Lawson, Co-Founder and CEO of SQWAD, joined David Millay on Flip the Switch on March 1, 2020 to discuss the role of digital activations in sports sponsorship. Just two weeks after, that episode became a playbook as sports leagues and teams turned to digital and virtual platforms to engage brands and fans throughout the pandemic. Two years later, we invited Nick back to discuss the current state of the digital space, sponsorship activations and fan engagement. With much to cover, we...
Aligning Strategy, Culture and Leadership w/ Len Perna
April 20, 2022 09:00 - 49 minutes - 34.3 MBIn today’s episode, David is joined by Len Perna, Chairman and CEO of TurnkeyZRG. Having managed more than 1,400 executive searches, from coaches to middle management to executive leaders, Len shares how his talent advisory firm aligns clients on strategy and cultural fit with the current marketplace, the key attributes they look for in leaders and the “Moneyball” methodology they use to evaluate candidates. ----- Show Notes 2:54 Evolution of TurnkeyZRG 5:02 Solving People Problems ...
The Core Principles Driving Employee Motivation w/ Dr. Scott Rigby
April 11, 2022 11:00 - 54 minutes - 37.4 MBSalary increases and rewards have their place, but to inspire connection and tenure with your employees requires more. In this episode, David Millay and Dr. Scott Rigby, Founder and CEO of Immersyve and MotivationWorks, dive into self-determination theory, employees’ three basic needs and the obstacles employers must overcome to motivate their teams long-term. ----- Show Notes 2:41 Background on Immersyve 4:35 Self-Determination Theory 6:33 Motivation Myths 10:00 The Need to...
Harnessing the True Power of Community in Your Fanbase w/ Christina Garnett
April 04, 2022 11:00 - 54 minutes - 37.2 MBThe power of community emerges when companies embrace the directional relationship members form not just with their brand, but with other members. In this episode, Christina Garnett, senior marketing manager for offline community and advocacy at HubSpot, joins David to talk about the magic of tapping into common passions and making your fans the hero of the story. --- Show Notes 2:21 Community vs. Audience 4:47 The Road to HubSpot 8:59 Gleaning Community Insights from Gary V 11:54...
Harnessing the True Power of Community in Your Fanbase w/ Christina Garnett
April 04, 2022 11:00 - 54 minutes - 37.2 MBThe power of community emerges when companies embrace the directional relationship members form not just with their brand, but with other members. In this episode, Christina Garnett, senior marketing manager for offline community and advocacy at HubSpot, joins David to talk about the magic of tapping into common passions and making your fans the hero of the story. --- Show Notes 2:21 Community vs. Audience 4:47 The Road to HubSpot 8:59 Gleaning Community Insights from Gary V 11:54...
Forging a Non-Traditional Career Path w/ Paul Millerd
March 28, 2022 12:00 - 47 minutes - 32.6 MBIn the last two years, individuals have challenged the traditional scripts of career paths, a factor contributing to the Great Resignation. On today’s episode, we sit down with Paul Millerd, a solopreneur and author of “The Pathless Path: Imagining a New Story for Work and Life.” Since leaving his corporate consulting career, Paul has studied the concepts behind burnout, work-life balance and the economic impact on the current job market. This episode provides insight to employees willing ...
Storytelling and Personifying a Brand Voice w/ Amie Kiehn
March 16, 2022 11:00 - 54 minutes - 37.5 MBIn this episode, we are joined by Amie Kiehn, Social Leader and Head of Community for Gondola. During Amie’s time with the Carolina Panthers, she cultivated a brand personality across their social media platforms with a voice known for its wit and snark. Rather than just focusing on events, Amie and her team connected with fans by listening to the community and experimenting with creative content and comments on other viral posts. We cover everything from brand personas, content calendar...
Moving to a 32-Hour Work Week w/ Josh Foreman
March 07, 2022 12:00 - 47 minutes - 32.9 MBIt’s not every day we are turning to global debt collection companies for inspiration. Today’s episode features InDebted CEO Josh Foreman. Josh had a vision for creating a customer-centric debt collection agency and the organization has more than 2,000 5-star reviews on Google. While we dig into some of the strategies and tactics that led to those reviews, this conversation largely focuses on the employee experience. In September 2021, InDebted moved to a 4-day, 32-hour work week. We pr...
Learning to Lead Like Amazon w/ John Rossman
February 28, 2022 12:00 - 52 minutes - 36.3 MBTo become the digital leader and business disruptor Amazon is today, the company has firmly operated on 14 leadership principles. First and foremost, they are driven by customer obsession. This week, we are joined by John Rossman, managing partner of Rossman Partners, author and keynote speaker. John spent nearly four years as an Amazon executive, responsible for launching and scaling the merchant integration team and Amazon Marketplace business, which accounts for more than 50% of all un...
The Best Lessons We Learned in 100 Podcasts w/ David Millay and Katie Rudy
February 24, 2022 12:00 - 42 minutes - 29.3 MBRecently, we hit 100 episodes of Flip the Switch. In this bonus edition, David Millay and Katie Rudy issue superlative awards to their favorite takeaways and break down the trends, experiments, and leadership lessons that have influenced their work with EngageMint. *We’re a little off on some numbers in the episode but we have them all linked here* Most Fun: Jesse Cole - Ep. 14 Fans First | Ep. 44 A Culture of Experimentation Rachel Jacobson - Ep. 65 High Speed, High Tech and High Gro...
Evoking Emotional Connections with Fans Through Content w/ Zhaneé Anderson
February 21, 2022 12:00 - 45 minutes - 30.9 MBWhen we think about the fan experience today, it’s not just about their experience at a live event but how they interact directly and indirectly, how they engage and connect with your brand emotionally 24/7. This episode, we are joined by rising star Zhaneé Anderson from the University of Texas creative team. Throughout the conversation, David and Zhaneé touch on creating for different brands and audiences, developing emotional engaging stories and infusing personal styles into content. ...
Coaching to Success from the Boardroom to the Football Field w/ Joe Moglia
February 14, 2022 12:00 - 1 hour - 42.5 MBA perfect fit for our 100th episode, guest Joe Moglia brings best practices and leadership insights from a unique career in football and the private sector. Joe spent 16 years as a coach, became a business leader for Merrill Lynch and TD Ameritrade and served as CEO of TD Ameritrade for 7 years, before heading back to the football field to be head coach at Coastal Carolina. He currently holds the titles of Chair of Athletics and Executive Director for Football for Coastal Carolina. This e...
Turning Ordinary Game Days Into Extraordinary Experiences w/ David Millay and Katie Rudy
February 08, 2022 12:00 - 23 minutes - 15.9 MBIt’s Super Bowl week and 70,000 fans will fill SoFi Stadium for that “bucket list” experience. The average sports fan may not witness a World Series, College Football Playoff or Super Bowl in person. In this episode, David Millay and Katie Rudy discuss some of their favorite sporting events and how a focus on hospitality, premium spaces, concessions offerings and pregame shows can turn an ordinary game into an extraordinary experience. ----- Have a topic you want us to go in on? Reach ...
College Leaders | Leveraging Real-Time Data to Enhance Fan Experiences w/ Paris Buchanan
January 31, 2022 12:00 - 42 minutes - 28.9 MBThis College Leaders segment of Flip the Switch features Paris Buchanan, Assistant AD for Marketing and Fan Experience for Ole Miss Athletics. Through one football season with minimal crowds, Ole Miss realized not only how much they value their home field advantage, but how to connect with Rebel fans that aren’t viewing the games in person. Paris, David Millay and Katie Rudy dive into the data driving their digital activations, in-season changes and planning for future seasons. Show Not...
The Basics for Better Brainstorms w/ David Millay and Katie Rudy
January 24, 2022 12:00 - 27 minutes - 18.8 MBWe’ve all been in those brainstorming sessions that consisted of more than a few blank stares or had a number of great ideas with no action steps to actually implement them. In this episode, David Millay and Katie Rudy share some of their favorite resources and best practices to conduct an effective individual or team brainstorm session. We cover: Myths of Brainstorming Setting the stage and framework for the brainstorm Provocative prompting and challenging the status quo Defining su...
How to Curb the Great Resignation in Your Organization
January 18, 2022 12:00 - 30 minutes - 21.1 MBThe Great Resignation is affecting every industry and every organization. In collaboration with our partners at Penn State, the EngageMint team recently led a management retreat to discuss the trends and solutions to turn the "Great Attrition" into the "Great Attraction". A more unorthodox episode, David Millay and Katie Rudy host a round table discussion with Christina Gatehouse, Assistant AD for Human Resources at Penn State to share key takeaways from the retreat. We break down the...
How to Curb the Great Resignation in Your Organization
January 18, 2022 12:00 - 30 minutes - 21.1 MBThe Great Resignation is affecting every industry and every organization. In collaboration with our partners at Penn State, the EngageMint team recently led a management retreat to discuss the trends and solutions to turn the "Great Attrition" into the "Great Attraction". A more unorthodox episode, David Millay and Katie Rudy host a round table discussion with Christina Gatehouse, Assistant AD for Human Resources at Penn State to share key takeaways from the retreat. We break down the...
How to Sell Experiences Over Tickets w/ Kathy Burrows
January 10, 2022 12:00 - 52 minutes - 35.9 MBIn this episode, Kathy Burrows, president and owner of Sold Out Seating, joins David to discuss strategies and tactics to shift from selling tickets to selling experiences. Selling an experience doesn’t mean selling the pomp and circumstance and atmosphere around the game, but delivering a game day experience that fits each customer. To implement that shift, Kathy and David dive into new benchmarks, how to develop and mentor sales staff and how to personalize an event experience for differ...
Why I Spent $13k on a single NFT
December 30, 2021 20:00 - 35 minutes - 24.6 MBThis episode is all about NFT's and why our host, David Millay, spent $13k on a single NFT. It's a much more casual episode than usual with holidays upon us, and we invited some of David's friends from his Disney days to unpack why the hell he would make such an investment. We end up discussing the potential utility of an NFT, future potential use cases, and their potential role in fandom and the sports & entertainment industry. Special thanks to Martin Graham and Jerome Scherwin for ...
How to Never Lose a Customer Again w/ Joey Coleman
December 21, 2021 12:00 - 54 minutes - 37.5 MBChief Experience Composer and Best-Selling Author Joey Coleman joins David to talk about how to “Never Lose a Customer Again.” In this episode, Joey breaks down the 8 phases of the customer and employee experience from his book: Assess, Admit, Affirm, Activate, Acclimate, Accomplish, Adopt and Advocate. Organizations often focus on a couple, but paying attention to all eight sequentially leads to retention, additional sales and referrals. Show Notes 4:01 Get Straight As from Your C...
Uncovering The 5 Languages of Appreciation in the Workplace w/ Dr. Paul White
December 06, 2021 12:00 - 52 minutes - 35.8 MBThe “Great Resignation” or “Great Migration” has incited a movement by employees to find roles where they feel valued and appreciated. But not everyone wants to be recognized or shown appreciation in the same way. In this episode, David sits down with Dr. Paul White, author of “The 5 Languages of Appreciation in the Workplace”, to talk about how to show appreciation for your staff in ways that are meaningful to them. Show Notes 2:55 Refocusing on Employee Engagement 5:18 The...
Uncovering The 5 Languages of Appreciation in the Workplace w/ Dr. Paul White
December 06, 2021 12:00 - 52 minutes - 35.8 MBThe “Great Resignation” or “Great Migration” has incited a movement by employees to find roles where they feel valued and appreciated. But not everyone wants to be recognized or shown appreciation in the same way. In this episode, David sits down with Dr. Paul White, author of “The 5 Languages of Appreciation in the Workplace”, to talk about how to show appreciation for your staff in ways that are meaningful to them. Show Notes 2:55 Refocusing on Employee Engagement 5:18 The...