Making the Fan
174 episodes - English - Latest episode: about 1 month 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
11- Build your Brand & Build more Fans w/ Adam White
November 10, 2019 15:00 - 58 minutes - 39.9 MBWe join Adam White, CEO of Front Office Sports, at his office in NYC. You might be thinking, "I don't work for a media company, what can I learn from this?" The stories and strategies Adam shares in this podcast are applicable to anyone building a brand. If you're trying to build a passionate audience or a customer base, you'll gain tons of insight from Adam who's building his company through the power of brand and beginning to monetize the fandom. Adam takes us behind the scenes of Front ...
Build your Brand & Build more Fans w/ Adam White
November 10, 2019 15:00 - 58 minutes - 39.9 MBWe join Adam White, CEO of Front Office Sports, at his office in NYC. You might be thinking, "I don't work for a media company, what can I learn from this?" The stories and strategies Adam shares in this podcast are applicable to anyone building a brand. If you're trying to build a passionate audience or a customer base, you'll gain tons of insight from Adam who's building his company through the power of brand and beginning to monetize the fandom. Adam takes us behind the scenes of Front ...
Intensity Of Interest w/ Mike Bohn
October 09, 2019 20:00 - 58 minutes - 40.1 MBMike Bohn, Director of Athletics for University of Cincinnati joins us. UC and Mike are hyper focused on increasing the "intensity of interest" for their brand in the Cincinnati community, creating deeper relationships with more people. UC has created some incredible experiences for fans on game day that run counter to what many other athletic departments are doing. We talk about the decision making behind some of these enhancements, like the premium Truly sponsored rooftop experience. We ...
Intensity Of Interest w/ Mike Bohn
October 09, 2019 20:00 - 58 minutes - 40.1 MBMike Bohn, Director of Athletics for University of Cincinnati joins us. UC and Mike are hyper focused on increasing the "intensity of interest" for their brand in the Cincinnati community, creating deeper relationships with more people. UC has created some incredible experiences for fans on game day that run counter to what many other athletic departments are doing. We talk about the decision making behind some of these enhancements, like the premium Truly sponsored rooftop experience. We ...
10. Intensity Of Interest w/ Mike Bohn
October 09, 2019 20:00 - 58 minutes - 40.1 MBMike Bohn, Director of Athletics for University of Cincinnati joins us. UC and Mike are hyper focused on increasing the "intensity of interest" for their brand in the Cincinatti community, creating deeper relationships with more people. UC has created some incredible experiences for fans on gameday that run counter to what many other athletic departments are doing. We talk about the decision making behind some of these enhancements, like the premium Truly sponsored rooftop experience. We d...
9. Getting your Employees, Clients and Customers to Care w/ Carl Thomas and Reid Carr
September 30, 2019 20:00 - 1 hour - 44.1 MBWhile out in San Diego, we sat down with Carl Thomas and Reid Carr at Red Door Interactive's HQ. Carl Thomas, the former CRO of Hookit, and Reid Carr, the CEO of Red Door Interactive, go deep on creating and inspiring care. Both Carl and Reid have a long history in the B2B space of working with both major brands and corporate sponsors, as well as sports properties. So we sought out to answer three questions- What do their employees care about? What do major brands care about? What doe...
Getting your Employees, Clients and Customers to Care w/ Carl Thomas and Reid Carr
September 30, 2019 20:00 - 1 hour - 44.1 MBWhile out in San Diego, we sat down with Carl Thomas and Reid Carr at Red Door Interactive's HQ. Carl Thomas, the former CRO of Hookit, and Reid Carr, the CEO of Red Door Interactive, go deep on creating and inspiring care. Both Carl and Reid have a long history in the B2B space of working with both major brands and corporate sponsors, as well as sports properties. So we sought out to answer three questions- What do their employees care about? What do major brands care about? What doe...
Improving Customer Experience: Lessons From the San Diego Padres w/ Erin Sheehan
September 23, 2019 20:00 - 42 minutes - 29.5 MBWe take a journey w/ our guest, Erin Sheehan, Senior Director of Guest Experience for the San Diego Padres. This episode's larger theme is around creating a guest experience strategy for sporting events. We explore Erin's involvement and influential role in opening the Atlanta Braves' Suntrust Park and The Battery entertainment district; we cover her lessons learned as the Director of Fan Experience for the College Football Hall of Fame and Chick-Fil-A Fan Experience; and we get caught up on...
8. Improving Customer Experience: Lessons From the San Diego Padres w/ Erin Sheehan
September 23, 2019 20:00 - 42 minutes - 29.5 MBWe take a journey w/ our guest, Erin Sheehan, Senior Director of Guest Experience for the San Diego Padres. This episode's larger theme is around creating a guest experience strategy for sporting events. We explore Erin's involvement and influential role in opening the Atlanta Braves' Suntrust Park and The Battery entertainment district; we cover her lessons learned as the Director of Fan Experience for the College Football Hall of Fame and Chick-Fil-A Fan Experience; and we get caught up on...
7. Managing by Influence vs. Authority w/ Linda Logan & John Page
September 15, 2019 06:00 - 1 hour - 50.1 MBWorking in the sports & entertainment industry, there are few events that you can host without the support of other people/organizations. For most all other events, you need that support to execute all the facets that make an event successful. Whether it be working with a company that provides temporary labor for your ushers, or working with surrounding hotels who impact your guest's overall experience, often you must work with partners not under your direct control. If there isn’t leverage ...
Managing by Influence vs. Authority w/ Linda Logan & John Page
September 15, 2019 06:00 - 1 hour - 50.1 MBWorking in the sports & entertainment industry, there are few events that you can host without the support of other people/organizations. For most all other events, you need that support to execute all the facets that make an event successful. Whether it be working with a company that provides temporary labor for your ushers, or working with surrounding hotels who impact your guest's overall experience, often you must work with partners not under your direct control. If there isn’t leverage ...
The Formula For Creativity w/ Chris Grosse
September 09, 2019 22:00 - 1 hour - 41.7 MBIs a hot dog a sandwich? Why does that even matter? It matters a great deal to Chris Grosse, Assistant Athletic Director of Marketing for Penn State Athletics. If you follow him on Twitter, you'll know these are the types of questions that get Chris fired up, out of the box questions that no one else is thinking of. Think of the hot dog question as an exercise for him to flex his muscles when it actually comes time to creating one-of-kind experiences for students and fans. In this episode, C...
6. The Formula For Creativity w/ Chris Grosse
September 09, 2019 22:00 - 1 hour - 41.7 MBIs a hot dog a sandwich? Why does that even matter? It matters a great deal to Chris Grosse, Assistant Athletic Director of Marketing for Penn State Athletics. If you follow him on Twitter, you'll know these are the types of questions that get Chris fired up, out of the box questions that no one else is thinking of. Think of the hot dog question as an exercise for him to flex his muscles when it actually comes time to creating one-of-kind experiences for students and fans. In this episode, C...
Turning Opportunity Into a Business w/ Matt DiFebo
August 14, 2019 21:00 - 1 hour - 41.9 MBMatt Difebo, the original founder of now Learfield IMG Ticket Solutions, joins us on the podcast to discuss lessons learned throughout his journey. While at UCF Athletics, Matt identified an opportunity to better serve fans trying to buy tickets, and realized he could turn that opportunity into a business, helping athletic departments sell more tickets to their events, more effectively. Matt was one of the inventors of the outsourced tickets sales model, and shares many of the ups and downs ...
5. Turning Opportunity Into a Business w/ Matt DiFebo
August 14, 2019 21:00 - 1 hour - 41.9 MBMatt Difebo, the original founder of now Learfield IMG Ticket Solutions, joins us on the podcast to discuss lessons learned throughout his journey. While at UCF Athletics, Matt identified an opportunity to better serve fans trying to buy tickets, and realized he could turn that opportunity into a business, helping athletic departments sell more tickets to their events, more effectively. Matt was one of the inventors of the outsourced tickets sales model, and shares many of the ups and downs ...
Creating Authentic Experiences in a New Generation w/ Rick Jones
August 09, 2019 19:00 - 53 minutes - 37 MBWith younger generations demanding more from a brand, it is no longer just about who has the best product on the field. Telling compelling stories that create emotional connections are more important than ever to win over the hearts and wallets of your fans. In this episode, Rick Jones, one of the most successful sports marketers in the college athletics industry, discusses how using sponsorships can build up or destroy your brand promise. Rick and David dive into elements of fan experience...
4. Creating Authentic Experiences in a New Generation w/ Rick Jones
August 09, 2019 19:00 - 53 minutes - 37 MBWith younger generations demanding more from a brand, it is no longer just about who has the best product on the field. Telling compelling stories that create emotional connections are more important than ever to win over the hearts and wallets of your fans. In this episode, Rick Jones, one of the most successful sports marketers in the college athletics industry, discusses how using sponsorships can build up or destroy your brand promise. Rick and David dive into elements of fan experience...
3. Running an Event the Disney way w/ Kevin Weickel and Mike Millay
July 30, 2019 22:00 - 1 hour - 44.6 MBIf you work for or lead an organization that puts on events, this episode is for you. Kevin Weickel, the former Tournament Director of the PGA TOUR's Disney Classic, and Mike Millay, one of the founding executives at ESPN Wide World of Sports complex, join us. These two former Disney executives reflect back on their time running one of the largest golf resorts in the country and the busiest sports complex in the US. Creating and running an event at Disney comes with a whole new set of expect...
Running an Event the Disney way w/ Kevin Weickel and Mike Millay
July 30, 2019 22:00 - 1 hour - 44.6 MBIf you work for or lead an organization that puts on events, this episode is for you. Kevin Weickel, the former Tournament Director of the PGA TOUR's Disney Classic, and Mike Millay, one of the founding executives at ESPN Wide World of Sports complex, join us. These two former Disney executives reflect back on their time running one of the largest golf resorts in the country and the busiest sports complex in the US. Creating and running an event at Disney comes with a whole new set of expect...
2. How Emotional Connections Lead to Economic Outcomes w/ Drew Martin
July 19, 2019 18:00 - 53 minutes - 36.9 MBGuest: Drew Martin, Executive Senior Associate Athletics Director for External Affairs, University of Texas Athletics. Drew and David dive deep into the University of Texas's refreshed approach to football gameday. Focused on creating emotional connections for fans, Texas created pregame-mega festivities Bevo Blvd and Longhorn City Limits in 2018 to great praise from the fan-base. By creating new gameday experiences, Drew and his team are beginning to change fan behaviors, providing more ...
How Emotional Connections Lead to Economic Outcomes w/ Drew Martin
July 19, 2019 18:00 - 53 minutes - 36.9 MBGuest: Drew Martin, Executive Senior Associate Athletics Director for External Affairs, University of Texas Athletics. Drew and David dive deep into the University of Texas's refreshed approach to football gameday. Focused on creating emotional connections for fans, Texas created pregame-mega festivities Bevo Blvd and Longhorn City Limits in 2018 to great praise from the fan-base. By creating new gameday experiences, Drew and his team are beginning to change fan behaviors, providing more ...
Leading a Customer-Focused Change Journey w/ Rob Kelly & Kevin Doyle
July 19, 2019 15:00 - 1 hour - 48.2 MBGuests: Rob Kelly, Senior Associate Athletics Director of Media & Brand for Notre Dame Athletics; Kevin Doyle, Strategy Manager (Travel/Hospitality) for Deloitte Consulting. This episode goes behind the scenes of Notre Dame Athletics' journey to become more customer-centric. We explore everything from how ND re-positioned their ticket pricing strategy, to how they managed large scale change in an athletics department where tradition is heavily valued. Kevin provides insight into similariti...
1. Leading a Customer-Focused Change Journey w/ Rob Kelly & Kevin Doyle
July 19, 2019 15:00 - 1 hour - 48.2 MBGuests: Rob Kelly, Senior Associate Athletics Director of Media & Brand for Notre Dame Athletics; Kevin Doyle, Strategy Manager (Travel/Hospitality) for Deloitte Consulting. This episode goes behind the scenes of Notre Dame Athletics' journey to become more customer-centric. We explore everything from how ND re-positioned their ticket pricing strategy, to how they managed large scale change in an athletics department where tradition is heavily valued. Kevin provides insight into similariti...
Flip The Switch By EngageMint
July 19, 2019 14:00 - 1 minute - 792 KBA mash-up of advice and stories from innovators in Customer Experience and Employee Experience. Executives from the sports & entertainment industry join forces with leaders from world-class B2C and B2B companies to discuss all the challenges and hurdles they face in their business. On each episode of Flip the Switch, host David Millay -- Managing Partner of EngageMint -- leads wide-ranging conversations with guests, exploring similarities, differences, vulnerable failures, smashing successes...