Making the Fan

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 BrainstormsConnect 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

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 BrainstormsConnect 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 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 ItConnect 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, 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-----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

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@jarroddiConnect 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

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 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

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.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

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)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, David sits down with Shawn McIntosh, Charlotte FC’s Chief Fan Officer, the first role of its kind in any professional league.  Throughout the conversation, 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 via email or on Twitter 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

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 newsletterConnect 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