Latest Fan experience Podcast Episodes
Portals: The Best Tool to Reduce Friction in Your Customer Journey
Making the Fan - April 04, 2024 10:00 - 55 minutes ★★★★★ - 38 ratingsEpisode 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 dav...
The Secret Strategy Disney Uses to Create Fans
Making the Fan - April 03, 2024 20:00 - 9 minutes ★★★★★ - 38 ratingsEpisode 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 unp...
Never Lose an Employee Again w/ Joey Coleman
Making the Fan - June 29, 2023 06:00 - 1 hour ★★★★★ - 38 ratingsJoey 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 qualit...
Driving Change through AR, VR and Human-Centered Design w/ Steven King
Making the Fan - February 28, 2023 10:00 - 55 minutes ★★★★★ - 38 ratingsAugmented 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. Ki...
Measuring Burnout and Workaholism in College Athletics w/ Matt Huml
Making the Fan - February 21, 2023 17:00 - 47 minutes ★★★★★ - 38 ratingsIt 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 ...
How Mentor Managers Inspire Employees to "Love it Here" w/ Clint Pulver
Making the Fan - February 14, 2023 10:00 - 50 minutes ★★★★★ - 38 ratingsAfter 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.” --...
Influencing the Guest Experience from the Frontlines w/ Vanessa Ward
Making the Fan - February 07, 2023 21:00 - 55 minutes ★★★★★ - 38 ratingsIn 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 ...
Developing Personal Brands to Build Bigger Communities w/ Preston McClellan
Making the Fan - February 01, 2023 10:00 - 54 minutes ★★★★★ - 38 ratingsHe’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, Pres...
Storytelling and the Science of Cool (Part 2) w/ Troy Campbell
Making the Fan - January 24, 2023 13:00 - 39 minutes ★★★★★ - 38 ratingsIn 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 scienti...
Storytelling and the Science of Cool (Part 1) w/ Troy Campbell
Making the Fan - January 17, 2023 10:00 - 44 minutes ★★★★★ - 38 ratingsIn 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...
Discovering the STORY Behind Superfandom
Making the Fan - January 10, 2023 10:00 - 51 minutes ★★★★★ - 38 ratingsPreviously 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...
Finding Purpose and Building a Community w/ Gina Bianchini
Making the Fan - January 03, 2023 17:00 - 1 hour ★★★★★ - 38 ratingsWhen 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. Afte...
Secrets to Success in Customer Service and Company Culture w/ Dennis Snow
Making the Fan - December 21, 2022 10:00 - 1 hour ★★★★★ - 38 ratingsFollowing 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 lesso...
Bringing Greater Hospitality to the Ballpark w/ Eric Weisberg
Making the Fan - December 13, 2022 10:00 - 57 minutes ★★★★★ - 38 ratingsThe 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 ...
How to Intentionally Serve Your Premium Clients w/ Lisa Holladay
Making the Fan - November 01, 2022 09:00 - 51 minutes ★★★★★ - 38 ratingsIn 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 h...
Cultivating Meaningful Conversations Through Social w/ Brooke Sellas
Making the Fan - October 18, 2022 09:00 - 55 minutes ★★★★★ - 38 ratingsIn 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." ...
Inspiring Impactful Change w/ Guido D'Elia
Making the Fan - September 27, 2022 09:00 - 51 minutes ★★★★★ - 38 ratingsTo 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 col...
How to Incite Loyalty and Increase Customer Retention w/ Ed Frame
Making the Fan - September 13, 2022 09:00 - 50 minutes ★★★★★ - 38 ratingsIt’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...
The Simple Science Behind Successful Marketing Strategies w/ Phill Agnew
Making the Fan - August 08, 2022 09:00 - 53 minutes ★★★★★ - 38 ratingsToday’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, Phi...
Reframing Retreats & Resetting Your Operation w/ David Millay and Katie Rudy
Making the Fan - July 12, 2022 09:00 - 25 minutes ★★★★★ - 38 ratingsIn 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 tea...
The Parallels Between Rabid Fandoms and Religions w/ Jodi Eichler-Levine
Making the Fan - July 06, 2022 09:00 - 57 minutes ★★★★★ - 38 ratingsTaking 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 ...
What Drives Customers to Buy w/ Katelyn Bourgoin
Making the Fan - June 27, 2022 09:00 - 49 minutes ★★★★★ - 38 ratingsBefore 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 Bo...
The 5 Key Elements Impacting Powerful Customer Experiences w/ Elizabeth Dixon
Making the Fan - June 20, 2022 09:00 - 49 minutes ★★★★★ - 38 ratingsTo 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, entr...
How the Savannah Bananas Create the 'Greatest Show Possible' w/ Jesse Cole
Making the Fan - June 13, 2022 09:00 - 53 minutes ★★★★★ - 38 ratingsOur 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 B...
Creating a More Captivating Customer Service Training w/ David Millay and Katie Rudy
Making the Fan - June 02, 2022 09:00 - 30 minutes ★★★★★ - 38 ratingsCustomer 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 mo...
The Building Blocks of LEGO's Content & Fandom Strategy w/ James Gregson
Making the Fan - May 23, 2022 09:00 - 47 minutes ★★★★★ - 38 ratingsSimilar 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 ...
How to Become Customer-Centric vs. Customer-Focused w/ Annette Franz
Making the Fan - May 16, 2022 13:00 - 51 minutes ★★★★★ - 38 ratingsThe 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...
Driving Deeper Engagement Through Digital Activations (Part Two) w/ Nick Lawson
Making the Fan - May 09, 2022 09:00 - 44 minutes ★★★★★ - 38 ratingsNick 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 co...
Driving Deeper Engagement Through Digital Activations (Part One) w/ Nick Lawson
Making the Fan - May 05, 2022 09:00 - 48 minutes ★★★★★ - 38 ratingsNick 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 ...
Aligning Strategy, Culture and Leadership w/ Len Perna
Making the Fan - April 20, 2022 09:00 - 49 minutes ★★★★★ - 38 ratingsIn 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 marke...
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