It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
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The Best Lessons We Learned in 100 Podcasts w/ David Millay and Katie Rudy
Manage episode 321151423 series 3272603
Content provided by David Millay. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by David Millay or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
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 Experimentation
Rachel Jacobson - Ep. 65 High Speed, High Tech and High Growth
Taught Us the Most:
Peter Sorckoff - Ep. 82 Studying the Subconscious and Emotions of Fandom
Nick Lawson - Ep. 17 Sponsorship that Engages, not Distracts
Most Nervous to Record:
Scott O’Neil - Ep. 88 Being Present, Authentic and Intentional
Quint Studer - Ep. 34 From Patient Experience to Fan Experience
Jared Spataro - Ep. 38 Modern Work and Digital Experiences
Lee Cockerell - Ep. 55 Leadership Lessons from a Disney Legend
Most Personal Episodes:
Mike Millay - Ep. 30 The Business Behind ESPN Wide World of Sports Part One | Ep. 31 Part Two
Rob Temple and Rick Jones - Ep. 59 Finding the Right Sponsorships for YOUR Fans
Most Underrated Episode (seriously, listen to this one!)
Steph Smith - Ep. 50 Designing Effective Remote Work Teams
Single Frameworks That Impacted Us the Most:
Think of Stadiums Like “Town Halls” - Nick Sautner Ep. 72 Enhancing Stadium Experiences Beyond Game Day
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
139 episodes
ShareManage episode 321151423 series 3272603
Content provided by David Millay. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by David Millay or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
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 Experimentation
Rachel Jacobson - Ep. 65 High Speed, High Tech and High Growth
Taught Us the Most:
Peter Sorckoff - Ep. 82 Studying the Subconscious and Emotions of Fandom
Nick Lawson - Ep. 17 Sponsorship that Engages, not Distracts
Most Nervous to Record:
Scott O’Neil - Ep. 88 Being Present, Authentic and Intentional
Quint Studer - Ep. 34 From Patient Experience to Fan Experience
Jared Spataro - Ep. 38 Modern Work and Digital Experiences
Lee Cockerell - Ep. 55 Leadership Lessons from a Disney Legend
Most Personal Episodes:
Mike Millay - Ep. 30 The Business Behind ESPN Wide World of Sports Part One | Ep. 31 Part Two
Rob Temple and Rick Jones - Ep. 59 Finding the Right Sponsorships for YOUR Fans
Most Underrated Episode (seriously, listen to this one!)
Steph Smith - Ep. 50 Designing Effective Remote Work Teams
Single Frameworks That Impacted Us the Most:
Think of Stadiums Like “Town Halls” - Nick Sautner Ep. 72 Enhancing Stadium Experiences Beyond Game Day
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
139 episodes
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Making the Fan
1 Portals: The Best Tool to Reduce Friction in Your Customer Journey 55:52
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Play Later Play Later Lists Like LikedEpisode 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…
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Making the Fan
1 The Secret Strategy Disney Uses to Create Fans 9:27
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Play Later Play Later Lists Like LikedEpisode 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…
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Making the Fan
1 Never Lose an Employee Again w/ Joey Coleman 1:17:27
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Play Later Play Later Lists Like LikedJoey 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 Introduction 6:00 Link between Customer Experience and Employee Experience 10:30 Joey's Framework for Employee Retention 13:20 All Seven Phases Overview 20:30 Phase 1: Assess 17:40 Phase 2: Accept 35:40 Phase 3: Affirm 42:20 Phase 4: Activate 47:40 Phase 5: Acclimate 55:00 Phase 6: Accomplish 1:00:00 Phase 7: Adopt 1:11:00 Phase 8: Advocate 1:14:00 Follow Joey, Get in Touch, Buy the Book Buy "Never Lose an Employee Again: The Simple Path to Remarkable Retention" Here: https://a.co/d/2NJ3pcD ----- SUBSCRIBE: https://www.youtube.com/c 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…
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Making the Fan
1 Driving Change through AR, VR and Human-Centered Design w/ Steven King 55:24
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Play Later Play Later Lists Like LikedAugmented 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 Post 4:32 Human-Centered Design Methodology 10:54 Testing Before Investing 12:25 Change Has to Be Exponentially Better 17:40 Bridging In-Venue and At-Home Viewing 21:36 HoloLens Headsets 25:35 The NBA is Missing the Mark on VR Viewing 30:37 Change Management and Defining Success 35:53 Leadership’s Impact on Creativity 42:14 Key Organizational Players in Driving Change 46:53 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 LinkedIn Steven’s Go To Sources Fortune Brainstorm Tech Tech Crunch On Steven’s bookshelf The Ride of a Lifetime by Bob Iger Shoe Dog by Phil Knight Free to Focus by Michael Hyatt 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…
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Making the Fan
1 Measuring Burnout and Workaholism in College Athletics w/ Matt Huml 47:49
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Play Later Play Later Lists Like LikedIt 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 Research 5:45 The Razor’s Edge Between Engaged Worker vs. Workaholic 9:02 What’s Wrong with a Team of Workaholics? 13:01 The Full Financial Impact of Turnover 20:03 Improving the Recruiting Pitch for Staff 27:45 The Extreme Sacrifices 32:05 Evaluating Extreme Sacrifices on Your Team 41:09 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 Industry From engaged worker to workaholic: a mediated model of athletic department employees Books highlighted - Deep Work: Rules for Focused Success in a Distracted World by Cal Newport Hear more about the outcomes from our workshop with Penn State Episode 96: How to Curb the Great Resignation in Your Organization 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…
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Making the Fan
1 How Mentor Managers Inspire Employees to "Love it Here" w/ Clint Pulver 50:01
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Play Later Play Later Lists Like LikedAfter more than 220 undercover interviews with 12,000 employees, Clint Pulver is known as the leading authority on employee retention. In this episode, David and Clint discuss the key attributes of mentor managing and the 5 Cs of leadership that result in employees saying, “I Love it Here.” ----- 2:24 The Undercover Millennial Program 5:49 Behind the Book “I Love It Here” 9:24 The 4 Types of Managers 17:36 Assessing Your Leadership - The 5 Cs 21:43 Leading Through Transitions - Status Interviews 25:43 Finding Purpose 27:56 Advocating vs. Developing 32:06 The Power of Purpose 34:46 Individual Needs vs. Organizational Needs 42:28 To Don’t Lists 44:23 Be A Mr. Jensen ----- To connect with Clint Pulver, check out his website or follow him on social: ClintPulver.com | Twitter | LinkedIn | YouTube Read Clint’s book I Love It Here For more leadership resources, check out Clint’s masterclass 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…
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Making the Fan
1 Influencing the Guest Experience from the Frontlines w/ Vanessa Ward 55:18
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Play Later Play Later Lists Like LikedIn 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 Disney 6:09 The Service Recovery Toolkit 10:42 Building a New Service Recovery Toolkit 13:25 Disney’s Guest Experience Center and Proactively Resolving Issues 20:17 Customer Satisfaction Surveys 25:50 Newsletters and Themes to Drive the Seasonal Employee Experience 33:53 Making Events in a Series Unique 39:17 “Know Before You Go” Communications 43:12 Building a Niche Service Operation 49:15 Training Throughout the Season 52:21 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 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…
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Making the Fan
1 Developing Personal Brands to Build Bigger Communities w/ Preston McClellan 54:57
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Play Later Play Later Lists Like LikedHe’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, @Preston 4:33 Launching Memphis Athletics accounts 6:56 Building a Following on the PGA Tour 9:31 The Incentive to Building Player Brands 13:09 Growing Players’ Social Media Game 16:16 Putting Emphasis on Human Connection and Personal Brands 21:28 Frameworks for Personal Branding - Just Get Started 29:07 Audience vs. Community and Creating Brand Advocates 35:05 Connecting with Younger Fan Bases 38:24 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” trailer Justin Welsh’s LinkedIn course Golf Space Collective GSC Instagram To connect with Preston: Twitter | LinkedIn | Email 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…
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Making the Fan
1 Storytelling and the Science of Cool (Part 2) w/ Troy Campbell 39:05
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Play Later Play Later Lists Like LikedIn 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 Norm 23:01 Meta-Modernism ----- To learn more about Troy’s research on the intersection of Scientific Mind, Artistic Heart, check out: Troy-Campbell.com Start with Science - Netflix Team Science: Building Better Science Activists with Insights from Disney, Marketing, and Psychological Research Check out other topics referenced in this episode: Metamodernist Manifesto by Luke Turner 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…
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Making the Fan
1 Storytelling and the Science of Cool (Part 1) w/ Troy Campbell 44:04
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Play Later Play Later Lists Like LikedIn 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 Everyone 10:19 Egocentrism 14:04 Nike Ads are Simple to Make 16:58 Borrowing Stories From Others 22:50 Multi-Narrative Storytelling 25:46 Defining Your Story to Tell Multi-Narrative Stories 31:20 The Destiny Narrative ----- To learn more about Troy’s research on the intersection of Scientific Mind, Artistic Heart, check out: Troy-Campbell.com Start with Science - Netflix Team Science: Building Better Science Activists with Insights from Disney, Marketing, and Psychological Research 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…
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Making the Fan
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 Podcast 6:53 SUPER Framework Overview 9:57 Ladder to Superfandom (Customer Apathy) 19:57 STORY framework 25:04 Getting to Know Your Customer’s Story 28:13 Digging into Customer Struggles 30:42 Pitching the Transformation 33:41 Simplifying Journey Maps 41:05 Measuring the Customer Experience (CSAT and EgR) 45:18 Prioritizing the Employee Experience 48:20 The Platinum Rule ----- For more from Brittany on Creating Superfans, check out: BrittanyHodak.com Purchase Creating Superfans: How To Turn Your Customers Into Lifelong Advocates Listen to the Creating Superfans Podcast Subscribe to the Creating Superfans newsletter Brittany's Twitter | LinkedIn ----- Listen to Brittany’s previous appearance: Episode 66: Cultivating SUPER Fans 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…
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Making the Fan
1 Finding Purpose and Building a Community w/ Gina Bianchini 1:02:13
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Play Later Play Later Lists Like LikedWhen 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 Purpose 14:53 The Purpose 30 Challenge 21:58 The Intersection of Purpose and Community 27:00 How to Host a Community 33:46 Design and Scale Culture, Not Just Community or Content 37:15 Manifesting Your Future Story 43:31 Identifying Ideal Community Members 49:37 5 Elements of Community Design 56:59 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 referenced The Name of the Wind by Patrick Rothfuss -- Join the Sports Learning Online community 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…
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Making the Fan
1 Secrets to Success in Customer Service and Company Culture w/ Dennis Snow 1:02:50
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Play Later Play Later Lists Like LikedFollowing 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 Notes 3:40 More Than a Summer Job 6:56 Empowering the Magic 10:33 Lessons from the Mouse 12:40 Everyone Has a Customer 13:35 Don’t Be a Customer Service Robot 19:14 Figure Out What Ticks Off Your Customers 28:01 Language Matters 35:04 Hiring vs. Coaching Empathy 37:41 Unleashing Excellence and the Service Improvement Team 41:29 Internal Improvements vs. External Training 44:38 Accountability 48:03 Drafting Job Descriptions 50:58 Onboarding and “Brag worthy” First Days 59:11 Define What the Experience Should Be ----- For more information on topics covered in this episode: Connect with Dennis Snow Associates | Email Dennis’ books Lessons From the Mouse: A Guide for Applying Disney World's Secrets of Success to Your Organization, Your Career, and Your Life Unleashing Excellence: The Complete Guide to Ultimate Customer Service 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…
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Making the Fan
1 Bringing Greater Hospitality to the Ballpark w/ Eric Weisberg 57:45
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Play Later Play Later Lists Like LikedThe baseball business is a relationship business and has the same core values as any other hospitality industry. It’s a practice that Eric Weisberg preaches as the Vice President of Fan Experience. In this episode, Eric discusses the influences roles with Disney and the Kansas City Zoo has on his career in baseball, his “Fan Host for a Day” program and how to show up for a job in the sports industry. Show Notes 3:43 Eric’s Career Journey to Tampa 11:09 Hiring for Skill Sets over Industry Experience 13:44 Fan Host for a Day 21:02 From Negative Experience to Brand Ambassador 26:45 Reviewing the Savannah Bananas 32:12 The Tech Driving the Future MLB Fan Experience 34:27 The Effect of Promotions and Theme Days 43:07 Influencing the Fan Experience Vision Across Departments 45:45 The Best Fan Experience: Naturalization Ceremony 48:46 Breaking Into the Industry 55:46 Parting Advice: Place Emphasis on the Staff ----- Connect with Eric via email Join Sports Learning Online - a cross-functional community of sports business professionals coming together to share best practices and foster professional development. 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…
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Making the Fan
1 How to Intentionally Serve Your Premium Clients w/ Lisa Holladay 51:24
51:24 Play Later Play Later Lists Like Liked51:24
Play Later Play Later Lists Like LikedIn this episode, we’re joined by Lisa Holladay, Chief Experience Officer at Tiger 21, a high wealth membership organization. Lisa has spent her career in service hospitality, with stops at Mercedes-Benz and Ritz-Carlton. By viewing customers as owners, guests or members, each of these brands have created more personal relationships, resulting in more memorable experiences. We break down the principles that make these brands synonymous with guest experience, from their customer framework to the strategies that empower staff, encourage trust and enable transparency within the memberships. ----- Show Notes 3:12 Lisa’s Career “Homes” 6:00 Guests vs. Owners vs. Members 8:09 From Rational to Emotional Purchases 9:47 What is Tiger 21? 15:18 It’s the Little Things That Matter 20:38 Curating Trust and Transparency in Community 26:28 KPIs to Building a Successful Community 29:30 Recognizing Loyalty 34:16 Joshie the Giraffe and Empowering Staff 40:00 The Value of Kudos 41:28 Linking Experience to Brand Promise 46:35 Hot Take: Don't Fake It ‘til You Make It ----- For more on topics covered in this episode: Tiger21 Ritz-Carlton and Joshie the Giraffe Connect with Lisa on LinkedIn or Instagram 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…
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