Flip the Switch by EngageMint

Episode 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 davidm@engagemintpartners.com—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 & Diverse Ideas: A deep dive into why embracing a variety of ideas is crucial for success, including an analysis of an event that didn't quite hit the mark.AI in Content Creation: A balanced discussion on the potential benefits and challenges AI presents in the realm of content creation, stressing the importance of human oversight for quality and creativity.Barcelona's Sportswear Line: A look at the concept of brands expanding into new territories, such as Barcelona creating its own sportswear.The Psychology of Portals: Discover how “portals,” or transitional spaces, can set the stage for positive anticipation and transformative experiences.Blending Science and Art: Troy discusses his unique approach that marries behavioral science with artistic expression, and why it's effective in engaging audiences.The Art of Ending - Portal Out: Emphasizing the significance of “portals out” or endings, in contexts ranging from amusement parks to American sports, and their impact on the overall experience.—Links:• Portals, a deep dive Youtube - https://www.youtube.com/watch?v=kKacL15Mvdo• Emo Jimmy Butler x Fallout Boy• Portals, a written article - https://www.linkedin.com/pulse/portals-how-better-begin-everything-troy-hiduke-campbell-jd32c/• Willy's Chocolate Experience - https://www.buzzfeed.com/aglover/glasgow-willy-wonka-event-explained• Barcelona vs. Nike - https://www.forbes.com/sites/tomsanderson/2024/03/23/fc-barcelona-confirms-it-canceled-nike-contract-and-received-218-million-lamine-offer/?sh=45f48a2d794d—Check Out Troy's Stuff:• Troy's Youtube Channel, Original & Powerful Ideas, here: https://www.youtube.com/@originalandpowerfulideas  • On Your Feet (consulting): https://www.oyf.com/• Troy's LinkedIn - https://www.linkedin.com/in/troy-hiduke-campbell/• Troy's Instagram - https://www.instagram.com/campbell.troy/Connect with Host, David Millay:Connect w/ David Millay on LINKEDIN: https://www.linkedin.com/in/davidmillay/Follow David on INSTAGRAM: https://www.instagram.com/david.millay/Follow David Millay on TWITTER: https://twitter.com/DavidMillay

Episode 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. Helping culturally curious marketers and operators turn casual customers into faithful fans. —Check Out David's Stuff:• EngageMint Partners (CX consulting) - https://engagemintpartners.com/• David's LinkedIn -  https://www.linkedin.com/in/davidmillay/• David's Instagram -  https://www.instagram.com/david.millay/Connect with Host, David Millay:Connect w/ David Millay on LINKEDIN: https://www.linkedin.com/in/davidmillay/Follow David on INSTAGRAM: https://www.instagram.com/david.millay/Follow David Millay on TWITTER: https://twitter.com/DavidMillay

Joey 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, companies are struggling to build a foundation with new hires that leads to long-term commitment. To effectively combat the hiring crisis and remain competitive, business owners and managers must design an employee experience program that begins on day one.In this long-form interview, host David Millay and guest Joey unpack Joey's frameworks for retaining employees. Together, they highlight stories and principles in Joey's new book, Never Lose an Employee Again.-----00:00  Introduction6:00    Link between Customer Experience and Employee Experience10:30   Joey's Framework for Employee Retention13:20   All Seven Phases Overview20:30   Phase 1: Assess 17:40   Phase 2: Accept35:40   Phase 3: Affirm42:20   Phase 4: Activate47:40   Phase 5: Acclimate 55:00   Phase 6: Accomplish1:00:00   Phase 7: Adopt1:11:00   Phase 8: Advocate1:14:00 Follow Joey, Get in Touch, Buy the BookBuy "Never Lose an Employee Again: The Simple Path to Remarkable Retention" Here: https://a.co/d/2NJ3pcD-----SUBSCRIBE: https://www.youtube.com/channel/UCvhP...About Flip the Switch By EngageMint: Flip the Switch is a weekly podcast where EngageMint Managing PaConnect with Host, David Millay:Follow David Millay on TWITTER: https://twitter.com/DavidMillayConnect w/ David Millay on LINKEDIN: https://www.linkedin.com/in/davidmillay/

Augmented 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 management. -----2:42    “Time Space” Storytelling at The Washington Post4:32     Human-Centered Design Methodology10:54   Testing Before Investing 12:25   Change Has to Be Exponentially Better17:40   Bridging In-Venue and At-Home Viewing21:36   HoloLens Headsets25:35   The NBA is Missing the Mark on VR Viewing30:37   Change Management and Defining Success35:53   Leadership's Impact on Creativity42:14   Key Organizational Players in Driving Change46:53   Misconceptions 48:13   Learning About New Trends-----For more information on topics covered in this episode, check out: UNC's Blue Sky Innovation lab: Website | LinkedIn Connect with Steven on LinkedInSteven's Go To SourcesFortune Brainstorm TechTech CrunchOn Steven's bookshelfThe Ride of a Lifetime by Bob IgerShoe Dog by Phil KnightFree to Focus by Michael Hyatt

It 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 employees". -----2:43    Behind the Research5:45    The Razor's Edge Between Engaged Worker vs. Workaholic9:02    What's Wrong with a Team of Workaholics?13:01  The Full Financial Impact of Turnover20:03  Improving the Recruiting Pitch for Staff 27:45  The Extreme Sacrifices32:05  Evaluating Extreme Sacrifices on Your Team41:09  The Radioactive Ring Around Coaches -----For more info on topics referenced in this episode:Read the Full Versions of Matt's research - The Effect of Remote Work on Family and Work Dynamics in the Sports IndustryFrom engaged worker to workaholic: a mediated model of athletic department employeesBooks highlighted - Deep Work: Rules for Focused Success in a Distracted World by Cal NewportHear more about the outcomes from our workshop with Penn State Episode 96: How to Curb the Great Resignation in Your Organization

After 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 Program5:49     Behind the Book “I Love It Here”9:24     The 4 Types of Managers17:36   Assessing Your Leadership - The 5 Cs21:43   Leading Through Transitions - Status Interviews25:43   Finding Purpose27:56   Advocating vs. Developing32:06   The Power of Purpose34:46   Individual Needs vs. Organizational Needs42:28   To Don't Lists44:23   Be A Mr. Jensen-----To connect with Clint Pulver, check out his website or follow him on social: ClintPulver.com | Twitter | LinkedIn | YouTubeRead Clint's book I Love It Here For more leadership resources, check out Clint's masterclass

In 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 niche service programs.-----3:17    Takeaways and Key Learnings from Disney6:09    The Service Recovery Toolkit10:42  Building a New Service Recovery Toolkit 13:25  Disney's Guest Experience Center and Proactively Resolving Issues20:17  Customer Satisfaction Surveys 25:50  Newsletters and Themes to Drive the Seasonal Employee Experience33:53  Making Events in a Series Unique39:17  “Know Before You Go” Communications43:12   Building a Niche Service Operation49:15   Training Throughout the Season52:21   Taking Risks-----Other podcasts referenced in this episode: Episode 35: Personalizing the Guest Experience w/ Brian Betts (Disney's Guest Experience Center) Connect with Vanessa on LinkedIn or email

He'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 business and why human connection is critical to form a community over an audience.  -----2:50     A Social Media OG, @Preston4:33     Launching Memphis Athletics accounts6:56     Building a Following on the PGA Tour9:31     The Incentive to Building Player Brands13:09   Growing Players' Social Media Game16:16   Putting Emphasis on Human Connection and Personal Brands21:28   Frameworks for Personal Branding - Just Get Started29:07   Audience vs. Community and Creating Brand Advocates35:05   Connecting with Younger Fan Bases38:24   The Netflix Impact & ‘First Swing'44:38   Showing Human Emotion and Personality-----For more information on the topics covered in this episode:Netflix “First Swing” trailerJustin Welsh's LinkedIn courseGolf Space Collective GSC InstagramTo connect with Preston: Twitter | LinkedIn | Email 

In 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  How to Break the Norm23:01  Meta-Modernism-----To learn more about Troy's research on the intersection of Scientific Mind, Artistic Heart, check out:Troy-Campbell.comStart with Science - NetflixTeam Science: Building Better Science Activists with Insights from Disney, Marketing, and Psychological ResearchCheck out other topics referenced in this episode:Metamodernist Manifesto by Luke Turner

In 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    Troy's Career Thesis: “Scientific Mind & Artistic Heart”6:11    Marvel Isn't Appealing to Everyone10:19  Egocentrism 14:04  Nike Ads are Simple to Make16:58  Borrowing Stories From Others22:50  Multi-Narrative Storytelling25:46  Defining Your Story to Tell Multi-Narrative Stories31:20  The Destiny Narrative-----To learn more about Troy's research on the intersection of Scientific Mind, Artistic Heart, check out:Troy-Campbell.comStart with Science - NetflixTeam Science: Building Better Science Activists with Insights from Disney, Marketing, and Psychological Research

Previously 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 Podcast6:53     SUPER Framework Overview9:57     Ladder to Superfandom (Customer Apathy)19:57   STORY framework25:04   Getting to Know Your Customer's Story28:13   Digging into Customer Struggles30:42   Pitching the Transformation33:41   Simplifying Journey Maps41:05   Measuring the Customer Experience (CSAT and EgR)45:18   Prioritizing the Employee Experience48:20   The Platinum Rule-----For more from Brittany on Creating Superfans, check out:BrittanyHodak.comPurchase Creating Superfans: How To Turn Your Customers Into Lifelong AdvocatesListen to the Creating Superfans PodcastSubscribe to the Creating Superfans newsletterBrittany's Twitter | LinkedIn-----Listen to Brittany's previous appearance:Episode 66: Cultivating SUPER Fans

When 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 to finding purpose and manifesting it as a future story from her new book, Purpose: Design A Community & Change Your Life.4:04    What is Purpose?10:01    Key Insights Around Purpose14:53  The Purpose 30 Challenge21:58  The Intersection of Purpose and Community27:00  How to Host a Community33:46  Design and Scale Culture, Not Just Community or Content37:15  Manifesting Your Future Story43:31  Identifying Ideal Community Members49:37  5 Elements of Community Design56:59  Building Community within an Existing Audience-----For more on topics covered in this episode:To purchase Purpose: Design a Community & Change Your Life, check out Purpose.co Connect with Gina via email | Twitter | LinkedIn--Other books referencedThe Name of the Wind by Patrick Rothfuss --Join the Sports Learning Online community

Following 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 Success to Your Organization, Your Career, and Your Life” and “Unleashing Excellence: The Complete Guide to Ultimate Customer Service”.Show Notes3:40     More Than a Summer Job6:56     Empowering the Magic10:33   Lessons from the Mouse12:40   Everyone Has a Customer13:35   Don't Be a Customer Service Robot19:14   Figure Out What Ticks Off Your Customers28:01   Language Matters35:04   Hiring vs. Coaching Empathy37:41   Unleashing Excellence and the Service Improvement Team41:29   Internal Improvements vs. External Training44:38   Accountability48:03   Drafting Job Descriptions50:58   Onboarding and “Brag worthy” First Days59:11   Define What the Experience Should Be-----For more information on topics covered in this episode:Connect with DennisSnow Associates | Email Dennis' booksLessons From the Mouse: A Guide for Applying Disney World's Secrets of Success to Your Organization, Your Career, and Your LifeUnleashing Excellence: The Complete Guide to Ultimate Customer Service

The 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 Notes3:43     Eric's Career Journey to Tampa11:09   Hiring for Skill Sets over Industry Experience13:44   Fan Host for a Day21:02   From Negative Experience to Brand Ambassador26:45   Reviewing the Savannah Bananas32:12   The Tech Driving the Future MLB Fan Experience34:27   The Effect of Promotions and Theme Days43:07   Influencing the Fan Experience Vision Across Departments45:45   The Best Fan Experience: Naturalization Ceremony48:46   Breaking Into the Industry55:46   Parting Advice: Place Emphasis on the Staff-----Connect with Eric via emailJoin Sports Learning Online -  a cross-functional community of sports business professionals coming together to share best practices and foster professional development.

In today's episode, we're joined by Lisa Holladay, Chief Experience Officer at Tiger 21, a premier 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 to the strategies that empower staff, encourage trust and enable transparency within the memberships.  -----Show Notes3:12    Lisa's Career “Homes”6:00    Guests vs. Owners vs. Members8:09    From Rational to Emotional Purchases9:47    What is Tiger 21?15:18  It's the Little Things That Matter 20:38  Curating Trust and Transparency in Community26:28  KPIs to Building a Successful Community29:30  Recognizing Loyalty34:16  Joshie the Giraffe and Empowering Staff40:00  The Value of Kudos41:28  Linking Experience to Brand Promise46:35  Hot Take: Don't Fake It ‘til You Make It-----For more on topics covered in this episode:Tiger21Ritz-Carlton and Joshie the GiraffeConnect with Lisa on LinkedIn or Instagram

In 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 Notes2:52     The CF Community Bar Crawl7:12     Social Penetration Theory8:52     Social Cliches10:40   Getting and Giving Opinions13:55   Sharing Brand Feelings18:06   Embracing AI in Marketing19:13   Demonstrating Brand Values and Personality29:03   Conversations That Connect31:07   Digital Customer Journey Flywheel34:11   Attribution Models35:31   Social Led Customer Care and Social Media Listening40:38   Preparing for Primarily Social Media Customer Service45:10   SEO is not dead46:36   Acquiring New Customers through Social Listening50:27   Social Media Manager Role Clarity-----For more information on the topics that we covered today:Read Conversations That ConnectCheck out Brooke's work at BSquared.MediaFollow Brooke on Twitter or LinkedIn

To 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 of the greatest game day experiences in college football. Through insights from the Whiteout, we unpack how to deeper engage your fans and strategies for successful change management.-----Show Notes3:47     “Offensive Coordinator” Show Calling8:33      The Need for the Whiteout11:30    Selling before Social Media13:48    Communicating the Vision & Benefits in Change Management 18:26    Expanding the Whiteout Stadium-wide20:45    Holding Back on Change23:11    Applying the ‘Playbook'29:11    Combating Falling Attendance Numbers32:56    The Pain Points in the Fan Experience37:32    The Impact of Parking40:19    Making the Perimeter Something That Happens45:09    Perfecting the Current Experience47:55    The Ramp Up to Kickoff -----For more information on topics covered in this episode:ESPN College Game Day feature: The Origin of Penn State's WhiteoutAmerica's favorite family outings are increasingly out of reachGConsultsU.com

It'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 Notes2:35     About Exemplify and the Retention Funnel3:59     Working Backwards - The Ideal Customer Experience7:49     The 7 Phases of Customer Retention11:32  Solving a Problem - Known and Unknown16:15  Creating a Tangible “Unboxing” for Experiences20:43  Overcoming Buyers' Remorse23:42  Giving Customers More 25:49  Driving Customer Loyalty29:19  Inciting Loyalty through Social Media32:45  The Cost of Retention vs. Acquisition38:28  Cultivating Brand Advocates41:08  The Value of Service Recovery43:43  Hot Takes 46:30  Parting Advice-----For more info on topics covered in this episode:Connect with Ed on LinkedIn Learn more about Exemplify | 7 Steps to Customer Longevity 

Today'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 the sales funnel phases - awareness, consideration, acquisition and retention. -----Show Notes2:42    Breaking Down the Nudge Marketing Podcast5:08    The Framework to the Science of Marketing Course 6:58    Awareness and Countering the Sea of Sameness 13:23  Consideration and Social Proof16:37  The Scarcity Impact23:19  Reciprocation in Acquisition31:59  Choice Overload and Simplifying Decision-Making39:19  The Pratfall Effect and Highlighting Your Flaws47:30  The Replication Crisis49:57  Phill's Parting Advice on Consumer Psychology—-For more on topics covered in this episode:Follow Phill on Twitter | LinkedInSubscribe to the Nudge PodcastSubscribe to Phill's NewsletterCheck out The Science of Marketing course—-Dr. Robert Chaldini - Influence at WorkPret a Manger's “Random Acts of Kindness” Sweden's Speed Camera Lottery@ShitLondonGuinness 

In 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 retreatsEstablishing success metricsEvaluating realities of your industryThe role of a facilitator——To find out how we can help you reframe your staff retreat and set a new path for the year, email David or Katie for a free strategy call.——Other topics referenced in this episode:Greg McKeown: Where You Learned to Handle Conflict

Taking 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.  —--Show Notes3:52      The Foundation of Jodi's Research6:00      The 3 Parallels7:28      Story12:11   Core Memories with Disney14:41   Transitioning Into the Story Through Theme Parks16:00   Ritual19:43   Creating an Environment for Individual Rituals22:41   The Emotions of Being a Fan25:56   Merchandise and Souvenirs as an Amulet30:20   Community and Collective Effervescence33:07   Creating a Environment for Community 34:33   The Magic in runDisney Races46:52   The Diversity of Disney Fans49:39   Journeying to Marceline, Missouri, Walt Disney's hometown —---For more information on the topics covered in this episode: Follow Jodi on Twitter and check out her website Once Upon a Time - the Twitter thread that started it all “The Gospel According to Disney” by Mark PinskyDisney Pin trading

Before 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 their customers.-----Show Notes0:00    Introduction2:30    The Golden Nugget - Review Mining5:54    Customer Camp Background8:55    Marketing Takeaways from an Old School Alarm14:21  Building Trust with New Customers17:54  Creating “Instagrammable” moments20:33  The Trigger Events28:47  Understanding Who Customers Are and What They Want35:34  Targeting Customers on Jobs to be Done45:13  The Biggest Misunderstanding - We Aren't Rational-----For more information on topics covered in this podcast:CustomerCamp.coFollow Katelyn on Twitter and subscribe to her newsletterClay Christensen | The Theory of Jobs to be DoneOther Flip the Switch podcasts referenced - Ep. 115: How the Savannah Bananas Create the ‘Greatest Show Possible' w/ Jesse Cole

To 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, Hospitality and Service Design at Chick-fil-A corporate.  Combining best practices and insights from her career, Elizabeth shares the 5 key elements of a great customer experience. From mindset, we discuss the differences between service and hospitality, customer clarity, defining what makes your organization unique and innovating to meet customer needs.—--Show Notes3:27    Applying Strategy and Design to CX5:03    5 Key Elements of Great Customer Experience6:52    Elizabeth's Career Path through Chick-fil-A7:53    The Difference Between Service and Hospitality15:09  Choosing Your Mindset22:15  Recovery Situations and Broken Processes26:15  Disney and Ritz-Carlton's Service Recovery systems29:55  Create Your Culture35:19  Know Your Customer40:24  Define Your Differentiator43:20  Pursue Innovation—--For more info on the topics covered in this episode, check out:ElizabethDixonSpeaks.comConnect with Elizabeth on Instagram or LinkedInThe Power of Customer Experience: 5 Elements to Make an ImpactA More Beautiful Question by Warren Berger

Our 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 virtual experience.  -----Show Notes4:04    Fans First: The Savannah Bananas Story5:08    Capturing the World's Attention10:47  Balancing Attention and Intention12:49  The 5 E Framework 13:16  Eliminate Friction - What Hurts the Most20:01  Make the Small Bets21:52  Entertain Always - How You View Things is How You Do Things23:43  The Last Impression29:34  Experiment Constantly33:11  Collecting Data and Feedback35:48  Undercover Fans38:11  Engage Deeply45:19  Empowering Action49:23  “The First Fan is Yourself”-----Want more from Jesse Cole and the Savannah Bananas?Books: Fans First: Change The Game, Break the Rules & Create an Unforgettable Experience Find Your Yellow Tux: How to Be Successful By Standing OutConnect with Jesse: Twitter | LinkedInFindYourYellowTux.com |  Business Done Differently PodcastFollow the Savannah Bananas: Facebook | Twitter | Instagram | TikTok | YouTubeCheck out Jesse's other appearances on Flip the Switch:Episode 14: Fans FirstEpisode 44: A Culture of Experimentation and Innovation

Customer 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 formatsTraining mindsets Inspirational vs. instructional content Who should be invited and ideal activities for different sized-groups -----Inspired to transform your training?  Get started with this event staff service training toolkit, chock full of the components to include, event checklists and email templates.  

Similar 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 creative process James' team employs to build campaigns.—--Show Notes2:34    From Social Strategy to Full Content Strategy5:37    Creating Impactful Content8:20    Designing Content for Niche Audiences10:07  Using Content to Attract New Fans16:02  Defining Success in Campaigns20:05  Campaigns with Unexpected Results24:30  Encouraging Play within Adults28:07  Crowdsourcing New Product Ideas33:17  Creator and Influencer Partnerships37:50  LEGO's Brainstorming Process45:18  Parting Advice—--For more on topics covered in this episode:View LEGO Content on Twitter | Instagram | YouTube | LEGO IdeasLEGO Fans' Product Ideas LEGO Collaborations: Target | Adidas All-StarCarolina Panthers' 2022 Schedule ReleaseEpisode 105: Storytelling and Personifying a Brand Voice w/ Amie Kiehn Connect with James on Twitter and LinkedIn

The 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 Notes2:20     Customer-Focused vs. Customer-Centric Organizations4:37   Where Customer-Focused Organizations Fall Short8:05     Making the Flip to Being Customer-Centric13:35   The 10 Principles of Customer-Centric Organizations22:12   Emphasizing Principle 1: Culture is the foundation (core values + behaviors)27:06  Emphasizing Principle 2: Leadership commitment and alignment are critical to success31:46   Emphasizing Principle 3: Employee experience - employees must be put more first35:15  The Importance of Servant Leadership40:57   Aligning Product Offerings with Customer Wants - What Problem Are You Solving?45:33   Customer Acquisition vs. Customer Retention and NPS—--For more on the topics we covered in today's episode:Check out Annette's books - Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business)Built to Win: Designing a Customer-Centric Culture that Drives Value for Your BusinessFrom Built to Win - 10 Principles That Ensure Customer-CentricityCulture is the foundation (core values + behaviors)Leadership commitment and alignment are critical to success.Employee experience: employees must be put more firstPeople come before products. People come before profits.People come before metrics. Customer understanding is the cornerstone.  Governance bridges organizational gaps. Outside-in thinking and doing vs. inside-out thinking and doing are core.The Platinum Rule over the Golden Rule.  Dr. Tony Alessandra's Platinum Rule Concept - Treat others the way they want to be treated.Everybody Matters by Bob ChapmanSapiens: A Brief History of Humankind by Yuval Noah Harari -----CX-Journey.comConnect with Annette on Twitter or LinkedIn

Nick 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 and sponsors develop successful campaigns that meet the four steps of awareness, engagement, action and retargeting.  —--Show Notes0:00   Introduction2:00   The Problems with Sponsorship6:34   Best Practices in Sponsorship Retargeting16:02  Cracking YouTube for Views21:33  Building Fans Through YouTube Highlights24:36  Engaging Sponsors in NFTs30:24  Repurposing Stadiums into Digital Playgrounds34:16  Connecting with Fans Outside of the Stands37:34  Augmented Reality vs. Virtual Reality—--For more info on the topics covered in this episode:Nick's Other Flip the Switch Appearances - Episode 17: Sponsorship that Engages, Not Distracts Episode 110: Driving Deeper Engagement Through Digital Activations (Part One) w/ Nick Lawson--Episode 27: Merging Physical & Digital Worlds w/ Javier Martinez GarciaSQWAD | Twitter | LinkedInReimagined Football ChallengeDunkin' Coffee Race --Connect with Nick on Twitter or LinkedIn

Nick 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 split this conversation into two episodes.-----Show Notes0:00   Introduction4:30   “Reimagine Football” Challenge Win7:09   SQWAD's FanTile Activation Tool14:47 The Context of Sponsorship - Goodwill vs. Efficiency22:42  In-Venue Promotions and the Overall Fan Experience28:47  Ads and Sponsorship That Resonates41:03   Identifying the Sponsors' Goals-----For more info on the topics covered in this episode:Nick's First Appearance - Episode 17: Sponsorship that Engages, Not Distracts SQWAD | Twitter | LinkedInReimagined Football ChallengeDunkin' Coffee Race Connect with Nick on Twitter or LinkedIn

In 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 Notes2:54   Evolution of TurnkeyZRG5:02   Solving People Problems6:55   Integrating a New Leader in the Culture 9:14   Identifying Candidates to Fit Future Cultures 10:36  The Key Leadership Attribute: Self-Awareness16:23  Importance of Role Clarity20:42  Hiring Internal vs. External Candidates23:31  Evolving Leadership Skill Sets27:09  Executive Search Interview Structure32:40  A Placement That Didn't Work36:23  Making Calculated Out-of-the-Box Hires40:48  Building the Future Front Office / Athletic Department44:39  Capturing TurnkeyZRG's Attention During Searches48:00  Len's Parting Advice-----For more on topics covered during this episode:TurnkeyZRGMarketCast Brimstone Consulting Walking the Talk | 6 Archetypes of CultureConnect with Len via email 

Salary 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 Notes2:41   Background on Immersyve 4:35   Self-Determination Theory6:33   Motivation Myths10:00   The Need to Believe14:12   The Need to Belong15:21   The Need to Succeed17:10   Connecting Purpose to Individual Tasks22:34   Obstacles to Creating a Space of Belonging 28:49   Overcoming Challenges to Succeed30:53   Promotions vs. Skill Growth33:38   The Fundamental Shift in Employee Engagement38:59   Motivating Employees Working Remotely42:09   “ROW” Workplaces44:03   Countering Arguments Against Reward Structures47:32   Rewards vs. Recognition51:15   Scott's Billboard-----For more information on the topics covered in this episode:Immersyve How to Stop Engagement Benchmarks from Hurting Employee EngagementThink Like Amazon: 50 1/2 Ideas to Become a Digital Leader by John RossmanConnect with Scott via email or on LinkedIn | Twitter 

The 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 Notes2:21  Community vs. Audience4:47  The Road to HubSpot8:59  Gleaning Community Insights from Gary V11:54  Bored Ape's Country Club13:59  The HubFans Community 15:20  The Hierarchy of Community Needs18:44  Showing Raw Emotions24:29  Categorizing and Rewarding HubSpot Fans27:38  HubSpot Inbound Correspondents31:48  Turning Internal Needs into External Opportunities35:26  Bringing Your Fans Closer39:41  Magic of Social Listening43:14  The Little Moments That Matter44:14  Ask Your Fans What They Want-----For more about topics covered in this episode:HubSpot CRM PlatformHubFans: HubSpot's Advocacy ProgramChristina's Hierarchy of Community NeedsConnect with Christina on Twitter

In 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 to leave full-time jobs to explore and experiment and how you might be able to retain them and increase their value to your organization.-----Show Notes3:02   Background to “The Pathless Path”4:41    Wonder vs. Comfort8:22    Conquering Fears10:00    The Economic Reasons Why “It's Not Worth It”14:06     What is Work?17:39    The True Cause of Burnout21:06    Purpose is Personal26:19    Defining “Enough”31:10   The “Script of Success”33:09    Defining Success in Creative Work38:08    Rewriting the Script as Leaders42:39    Defining Output44:44    Paul's Billboard-----For more on the topics we covered in this episode:Learn more about Paul's journey and research -Book: The Pathless PathPodcast: Reimagine WorkWriting: Think BoundlessConnect with Paul on LinkedIn or TwitterGoogle's 80/20 rule

In 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 calendars (or lack thereof), understanding the creative process and "work-life balance."Show Notes3:56       Punking Her Way Into Social Media 8:31       Humanizing the Panthers' Social Voice 13:16    Prioritizing Social Content and Saying No17:15     What Content Calendar?19:49     Just Try It!32:43     Misunderstood Aspects of the Creative World35:08     Content Creators are Your Brand Ambassadors40:28     That Elusive “Work-Life Balance”46:32     Parting Advice: Managing CreativesFor more on info on topics covered in this show:Carolina Panthers social media (Facebook | Twitter | Instagram | YouTube | TikTok)Gondola - Show Off the Content You MakeConnect with Amie on Twitter | LinkedInShout out to Neil Larson, Detroit Lions (Twitter | LinkedIn)

It'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 provide a full roadmap for implementing the asynchronous work schedule in your organization.Show Notes2:51   Background on InDebted4:39   Meeting Your Customers Where They Are5:52   Staying Up on Consumer Trends7:23   Giving a Debt Collector Positive Reviews?9:38   Leveraging Technology to Deliver Customer Service11:42    Differentiating InDebted's Employee Experience14:15   Piloting the 32-Hour Work Week16:37   Countering the “Decreased Productivity” Argument18:39   Setting Company Goals21:43   Asynchronous Work24:24   Balancing 32 Hours and Getting the Job Done28:21   Pulse Checks33:14   The Great Attraction37:47   Remote Working Stipends42:41   Parting Advice-----For more information on topics covered in this episode:About InDebted Connect with Josh on LinkedInLoom: Async Video Messaging

To 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 units sold on Amazon.com. Since leaving, he has helped organizations understand the strategies and core principles that propelled Amazon to success.Before you think “this isn't applicable, I don't have Amazon's staff or budget", the tangible tactics can be applied to help businesses of all sizes excel.-----Show Notes:2:44    Background to John's Books6:02    Debunking the “I'm Not Amazon” myth9:14    5 Primary Lenses to Apply Digital Frameworks12:09   Speed vs. Agility14:44   Applying Amazon's Leadership Principles to Decision Making17:33   Customer Obsession18:09   Are Right, A Lot20:18   One-Way Doors vs. Two-Way Doors21:12   Have a Backbone, Disagree and Commit24:04   “Best Customer Service is No Customer Service”28:55   The Empty Chair at the Table32:21   Amazon Prime is a Loyalty Program that Doesn't Feel Like One34:49   Dive Deep38:48   Amazon's Annual Planning Process43:55   Achievable vs. Stretch Goals45:09   Deliver Results46:33   Uncontrollable Outputs vs. Controllable Inputs49:21   Objectives and Key Results-----For more info on topics covered in this episode:John's BooksThe Amazon Way on IoT: 10 Principles for Every Leader from the World's Leading Internet of Things StrategiesThink Like Amazon: 50 ½ Ideas to Become a Digital LeaderThe Amazon Way: Amazon's 14 Leadership PrinciplesSubscribe to John's newsletter - The Digital Leader Newsletter and check out his website, The Amazon WayConnect with John via email Other Books Recommended by John:Measure What Matters by John DoerrOKRs vs. KPIs

Recently, 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 ExperimentationRachel Jacobson - Ep. 65 High Speed, High Tech and High GrowthTaught Us the Most:Peter Sorckoff - Ep. 82 Studying the Subconscious and Emotions of FandomNick Lawson - Ep. 17 Sponsorship that Engages, not DistractsMost Nervous to Record:Scott O'Neil - Ep. 88 Being Present, Authentic and IntentionalQuint Studer - Ep. 34 From Patient Experience to Fan ExperienceJared Spataro - Ep. 38 Modern Work and Digital ExperiencesLee Cockerell - Ep. 55 Leadership Lessons from a Disney LegendMost Personal Episodes:Mike Millay - Ep. 30 The Business Behind ESPN Wide World of Sports Part One | Ep. 31 Part TwoRob Temple and Rick Jones - Ep. 59 Finding the Right Sponsorships for YOUR FansMost Underrated Episode (seriously, listen to this one!)Steph Smith - Ep. 50 Designing Effective Remote Work TeamsSingle Frameworks That Impacted Us the Most:Think of Stadiums Like “Town Halls” - Nick Sautner Ep. 72 Enhancing Stadium Experiences Beyond Game Day“What Would Joy Do?” - Steven Van Bellegham Ep. 48 The Future of Customer Experience“Premium service doesn't always require a premium price” - Barry Jacobson Ep. 25 Premium Service vs. Customer Service “The shortest customer service speech” - Shep Hyken Ep. 56 Amaze Your Customers and Fans Advice That Sticks Out That We Don't Do:“Drive in Silence” - Troy Dannen Ep. 80 - College Leaders | Leading with Conviction and EmpathyWrite Thank You Notes - Jesse Cole Episode We've Talked About the Most:Zoe Scaman - Ep. 57 How Fandom is Evolving

When 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.  -----Show Notes3:12   Learning About a Brand's Voice and Audience8:01   Balancing the Workload and Time Management9:44    Managing Content for the UT Brand vs. Individual Teams12:45    Creating Content for Specific Audiences15:43    Everything's Content18:35    Providing Access through Social21:59    Striking Compromises and Deciding What's Feasible23:50    Emotion > Quality Content26:57    Using Content to Drive Real Conversations35:23    Infusing Personal Creativity into Content39:15    Moving Beyond The “Intern Running Social Media”41:31    Zhanee's Billboard-----For more information on topics covered this episode:Check out some of Zhanee's work: Texas' Real Conversations - Black History MonthTexas Women's Soccer: Facebook | Twitter | Instagram Connect with Zhaneé on Twitter | LinkedInOur other Longhorn podcast:Ep. 2 -  How Emotional Connections Lead to Economic Outcomes w/ Drew Martin-----Want more from EngageMint? Sign up for our weekly newsletter.

A 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 episode covers his “BAM” leadership philosophy, the current state of college athletics and how it can better align with the business world.  –Show Notes4:02  What is an Executive Director for Football?6:23   Joe's “BAM” philosophy9:16   Enforcing Standards & Accountability16:28   Providing the Right Incentives19:20   Creating Non-Traditional Incentives21:56   Operating the NCAA like Corporate America30:38   Designing a new Athletic Department34:23   Responsibilities vs. Titles37:55   Intrinsic and Extrinsic Motivations39:55   Adapting Leadership Styles to Learning Styles47:26   Prioritizing Workloads52:10   Joe's Favorite Mentors55:31   Learning from Failure58:54   Joe's Billboard—-- For more leadership insights from Joe Moglia, visit Moglia.com and check out his books:Coach Yourself to Success: Winning the Investment GameThe Perimeter Attack Offense: The Key to Winning Football Connect with Joe on Twitter or LinkedIn

It'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 out to us on Twitter @DavidMillay or @Katie_Rudy

This 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 Notes2:25  The “Home Team” virtual experience5:22   Balancing the in-person and virtual fan experiences6:33   Differentiating the Ole Miss brand7:52   Creating a social voice11:50   Turnkey tailgates and personalized game days with REVEL XP 14:27   Bringing “The Grove” inside16:20   What if money was no object…20:54   Sources of inspiration24:07   In-season data collection and reaction29:08   The brainstorm for 2022 football 35:46   The “bedroom to kitchen to sofa” experience—-Reach out to Paris via email or connect on LinkedIn or TwitterFor more info on topics covered this episode: New game plan for Ole Miss fansFootball Game Day Experiences | REVEL XPOle Miss Partners: FanMaker | Low6Ole Miss in-season concessions changes Carolina Panthers' Mixed Reality PantherPlanning for next season? Check out some of these tools to lead more effective brainstorms: Impact Feasibility MatrixEp. 97: The Basics for Better Brainstorms

We'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 BrainstormingSetting the stage and framework for the brainstormProvocative prompting and challenging the status quoDefining success and following through on new ideas-----Have a topic you want us to go in on?  Reach out to us on Twitter @DavidMillay or @Katie_RudyAdditional info on topics referenced in this episode:IDEO U | 7 Simple Rules for BrainstormingMural: a digital, virtual collaboration toolUnderstanding the 10 Types of InnovationThread: 6 Things Kids Know By Heart That Adults ForgotForbes: 9 Simple Tips for Leading Brilliant Brainstorms

The 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 most surprising data trends in our research, the impressionable action steps from the retreat and how you could conduct a similar session in your organization. Additional EngageMint Podcast Episodes referencedLeadership Lessons from a Disney Legend w/ Lee CockerellResources for Learning MoreMcKinsey: How companies can turn the Great Attrition into the Great AttractionEngageMint: Understanding the Great Resignation and What You Can Do About It

In 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 different segments.  Show Notes2:40     From Nursing to Founding Sold Out Seating6:19     Applying Care Plans to Sales Strategies7:46     Throwing Out the ‘100 Calls a Day' Metric12:52    Coaching Leaders to Coach Sales Staff16:33    Holding Effective 1-on-1 Meetings19:40   Shifting Mindsets from Service Staff to Sales Staff24:28    Handling Customer Complaints25:18   Offering Different Experiences for Different Customer Segments30:02   Combating Staff Limitations 34:20   Embracing Tech to Drive Business and Customer Experience41:00    Building a Part-Time Sales Team46:46   Kathy's Favorite Sales Tactics-----Want more from Kathy?  Check out her blog or books:Potato Chip Ticket Sales Potato Chip Leadership SkillsConnect with Kathy on LinkedIn and Twitter-----

This 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 joining us!Additional EngageMint Podcast Episodes on NFTs$208k for a Lebron Replay? NFT's explained How Fandom is Evolving w/ Zoe ScamanAll about NFT's and Miami's Canesvault Resources for Learning MoreNFT Now NFT Case StudiesWhat is an NFT?What is a DAO?Mentioned in the EpisodeCloneX NFT projectRTFKT HomepageWhy did Nike buy RTFKT?RTFKT's AR shoe project (Phygital) 3lau's Music NFT's explained The Constitution DAO story and strugglesDAO buys Wu-Tang album for $4milOpensea.ioNBA Top ShotDapper LabsRecurGood Twitter follows in NFT space@jarroddicker@zoescaman@mattmedved@ballmatthew@cdixon

Chief 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 Notes4:01    Get Straight As from Your Customers - the 8 Phases11:50   Applying the 8 Phases to Different Customer Journeys14:23   Fostering the Experience for the First Time Customer18:41   Use Your CRM Tools to Tailor Your Communication22:53   Investigate, Observe and Ask 27:30   Peel Back the Curtain and Share Survey Data33:11   Ignite Relationships with Current Customers38:23   Get Straight As from Your Employees48:32   Joey's Savannah Bananas Experience----For more insights from Joey, check out:JoeyColeman.comNever Lose a Customer AgainListen to Joey's podcast with fellow FTS guest Dan Gingiss - Experience This!Connect with Joey on LinkedIn | Twitter Bonus: Notre Dame and National Signing Day 2021Learn more about the Savannah Bananas' experience from owner Jesse Cole:Ep. 14 - Fans First Ep. 44 - A Culture of Experimentation and Innovation 

The “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 Notes2:55     Refocusing on Employee Engagement 5:18      The Great Resignation or the Great Migration?6:26      Recognize the Person, Not Just Their Work8:41      Foundation for 5 Languages of Appreciation book10:14   Words of Affirmation12:39   Quality Time13:55   Acts of Service15:28   Tangible Gifts17:28   Physical Touch18:58   Learning Your Team's Desired Language of Appreciation21:33   Appreciation is NOT the Same as Recognition24:08   The Correlation Between Profitability and Appreciation26:19   Encouraging Appreciation Among Colleagues28:24   Financial Impact of Replacing Employees32:02   Generational Preferences in Recognition35:21   3 Priority Groups to Recognize36:47   Recognizing Underperforming Staff42:59   Counter Opinions in Appreciation45:15   Creative Demonstrations of AppreciationFor more on topics covered in this episode:5 Languages of Appreciation in the Workplace by Dr. Paul White and Dr. Gary ChapmanAppreciation @ Work  |  Blog The 5 Love Languages by Dr. Gary ChapmanTrue Cost of Replacing an EmployeeWant more from Dr. White?Connect via Facebook | Twitter | LinkedIn | Dr. White LinkedInEmail yesdrpaul@gmail.com with subject “Flip the Switch” to receive a free copy of Expanded Motivating By Appreciation report ($25 value) and a discount code to purchase the Appreciation evaluation.

This week on Flip the Switch, we are joined by Paula Courtney, CEO of the Verde Group.  Partnering with many Fortune 100 companies, the Verde Group brings unique methods to studying consumer behavior and improving the customer experience.  Rather than asking “How was your experience?” Paula and her team probe for customer dissatisfaction.  Their research has demonstrated that  innovating off of points of friction and restoring consumer confidence have a greater financial impact on organizations.  This episode dives into the five key elements of consumer choice, knowing your customer and maintaining their loyalty. Show Notes3:13  The “Re-Imagined Consumer” and their Revised Personal Purpose6:43   The 5 Key Elements to Consumer Choice11:36   Identifying Moments that Matter in the Experience15:12   Factors that Influence Net Promoter Scores17:28   Creating Actionable Insights > Measuring Attitudes19:29   The Impact of Negative Experiences on the Bottom Line24:06   Studying the “Wow” Factor26:05   How Do You Want to Receive Customer Support?28:22   The Only Currency That Matters33:08   Unique Service Recovery Tools36:21   The Customer Super Agent40:54   Recognize, Not Reward Your Loyal Customers44:54   Paula's Billboard-----For more info on topics covered in this episode, check out:The Verde GroupVerde Group Studies and White PapersConsumers Aren't Feeling the Love, Here's How to Change That Exploring the Loyalty / CX ConnectionThe Great Payoff of Delivering Wow!The Reimagined Consumer  Connect with Paula via Twitter or LinkedIn and follow the Verde Group for more insights (Twitter | LinkedIn)

In this episode, David sits down with Shawn McIntosh, Charlotte FC's Chief Fan Officer, the first role of its kind in any professional league.  Throughout this episode, Shawn shares his strategies and tactics for building relationships with Charlotte FC supporters and community leaders and bringing that voice to the table in internal club meetings.Show Notes3:06        What is a Chief Fan Officer?4:25       Sharing the fans' voice with Charlotte FC's senior leaders7:29       Shawn's background and fit for the Chief Fan Officer role10:12    Bridging the gap between fan desires and business operations12:39    Charlotte FC's interview experience15:46    Expectations of Charlotte FC's corporate partners17:54    Defining success and the vision for the Chief Fan Officer role20:31    The Charlotte FC match day experience23:05    Seeking inspiration outside of soccer25:21    Incorporating the Charlotte culture into match day29:13    Embracing transient cultures31:26    Charlotte FC's org chart and meeting routine34:37     Engaging with Charlotte FC supporters38:48    Trusting supporters with behind-the-scenes conversations42:35    Fostering supporter to supporter connections46:45    Charlotte FC's Year One KPIs50:55    Transparent conversations with staff and building culture56:25   Shawn's parting advice------For the latest news on Charlotte FC, follow them on Facebook | Twitter | Instagram | YouTubeConnect with Shawn on Twitter | Chief Fan Officer Twitter | LinkedIn

This College Leaders segment features Bryan Blair, Deputy Athletic Director and Chief Operating Officer at Washington State University.  In the four years that Bryan and his team have been in Pullman, they've worked to build a culture that highlights and celebrates what is unique about Wazzou.  Bryan and David hit on hiring coaches and staff that are cultural fits, embracing your identity and taking risks to move college athletics forward.----Show Notes2:31    Balancing Performance and Culture in Coaching Hires6:21    Marrying a Coach's Culture with the Department Culture8:17     Defining Cultural “Fit”11:25   Weaving Your Core Values Into Your Operation13:56   Capturing What Works and Infusing a New Culture15:25   Ingraining Your Purpose Statement in the Organization16:28   Rallying Your Team Behind Your Mission18:35   Embracing What Makes You Unique25:41   Leaning Into NIL  29:23   Equipping Your Team for Success38:30   Bryan's Billboard----For more on topics mentioned in this episode:Washington State's Strategic PlanThe Ride of a Lifetime by Bob IgerHow is the Culture in Your Kingdom? - Listen to this Flip the Switch episode for more from Dan CockerellConnect with Bryan on LinkedIn, Twitter or via email!---Want more from EngageMint? Subscribe to our newsletter

This episode features industry legend Scott O'Neil.  In his most recent role, Scott was the CEO of Harris Blitzer Sports and Entertainment, overseeing the New Jersey Devils and the Philadelphia 76ers.  Prior to that, he held positions of Senior Vice President of the NBA's Team Marketing and Business Operations division and President of Madison Square Garden Sports.  Throughout the podcast, Scott charmed us with stories as he and David dive into a number of insights that influenced his career and became the foundation for his new book, “Be Where Your Feet Are: Seven Principles to Keep You Present, Grounded and Thriving.”  Show Notes3:23  Putting Life in Perspective from Mozambique7:31  Scott's Favorite Insight - “Assume Positive Intent”10:11  Instilling Positive Intent into Your Culture17:06  Balancing Accountability and “The Best Work Environment”  18:58  How to Fire Someone Gracefully21:28  Millennials' Social Contract24:25  Creating a Hybrid Work Environment26:19  Building Culture and Connections in a Hybrid Work Environment29:01  Defining the “Greatest Place to Work”30:14  The Thin Line Between Work and Home34:38  Developing Staff Personally and Professionally39:01  You Can't Manage for the Masses40:25  Maintaining An Attitude of Gratitude When the Team Isn't Winning48:54  Parting Advice----For More on Topics Referenced in This Episode:For more insights on being present, passionate and intentional, grab Scott's book: Be Where Your Feet AreTed Lasso | Leadership Lessons from Ted Lasso -----Connect with Scott on LinkedIn or Twitter-----Want more from EngageMint? Subscribe to our newsletter