Education Bookcast

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 FansConnect 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

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 communityConnect 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

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 ServiceConnect 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

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.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

In 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 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 InstagramConnect 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

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 LinkedInConnect 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

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.comConnect 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

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 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

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 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

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 ConflictConnect 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