Shows
Making the FanPortals: The Best Tool to Reduce Friction in Your Customer JourneyEpisode 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 succes...
2024-04-0455 minMaking the FanThe Secret Strategy Disney Uses to Create FansEpisode 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...
2024-04-0309 min
Making the FanNever Lose an Employee Again w/ Joey ColemanJoey 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...
2023-06-291h 17
Making the FanInfluencing the Guest Experience from the Frontlines w/ Vanessa WardIn 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 Servic...
2023-02-0755 min
Making the FanDiscovering the STORY Behind SuperfandomPreviously 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 Pitch...
2023-01-1051 min
Making the FanCultivating Meaningful Conversations Through Social w/ Brooke SellasIn 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 Opinions...
2022-10-1855 min
Making the FanInspiring Impactful Change w/ Guido D'EliaTo 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...
2022-09-2751 min
Making the FanHow to Incite Loyalty and Increase Customer Retention w/ Ed FrameIt’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 Retent...
2022-09-1350 min
Making the FanReframing Retreats & Resetting Your Operation w/ David Millay and Katie RudyIn 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 ca...
2022-07-1225 min
Making the FanCreating a More Captivating Customer Service Training w/ David Millay and Katie RudyCustomer 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...
2022-06-0230 min
Making the FanHow to Become Customer-Centric vs. Customer-Focused w/ Annette FranzThe 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-C...
2022-05-1651 min
Making the FanDriving Deeper Engagement Through Digital Activations (Part Two) w/ Nick LawsonNick 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.
2022-05-0944 min
Making the FanDriving Deeper Engagement Through Digital Activations (Part One) w/ Nick LawsonNick 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 Intr...
2022-05-0548 min
Making the FanThe Core Principles Driving Employee Motivation w/ Dr. Scott RigbySalary 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 Individu...
2022-04-1154 min
Making the FanThe Best Lessons We Learned in 100 Podcasts w/ David Millay and Katie RudyRecently, 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 th...
2022-02-2442 min
Making the FanTurning Ordinary Game Days Into Extraordinary Experiences w/ David Millay and Katie RudyIt’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_RudyConnect...
2022-02-0823 min
Making the FanCollege Leaders | Leveraging Real-Time Data to Enhance Fan Experiences w/ Paris BuchananThis 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...
2022-01-3142 min
Making the FanThe Basics for Better Brainstorms w/ David Millay and Katie RudyWe’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? ...
2022-01-2427 minMaking the FanHow to Curb the Great Resignation in Your OrganizationThe 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 con...
2022-01-1830 min
Making the FanHow to Sell Experiences Over Tickets w/ Kathy BurrowsIn 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 Ca...
2022-01-1052 min
Making the FanWhy I Spent $13k on a single NFTThis 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
2021-12-3035 min
Making the FanCollege Leaders | Using Data and Tech to Amplify the '12th Man' Tradition w/ Michael ThompsonMichael Thompson joins David for this week’s College Leaders podcast. After nine years at Ole Miss, Michael reunited with Ross Bjork at Texas A&M in October of 2019 as the Deputy Athletics Director for External Relations and Business Development. His innovative leadership has led to appointments as the 2020-21 NACMA President and membership in the SEC’s fan experience working group. His team also won the 2019 NACDA Technology Innovation Award. Counting down the days to football at Kyle Field, Michael shares his framework for keeping the 12th Man traditions sacred while employing data and new technology to evolve...
2021-08-261h 08
Making the FanCollege Leaders | The Importance of Strategic Planning and Core Values w/ Colorado's Rick GeorgeThis week’s special College Leaders segment features Rick George, Athletic Director at University of Colorado. Rick had a rather unorthodox path to the big chair, taking on roles with the PGA Champions Tour and the Texas Rangers’ Front Office, before returning to the collegiate industry with Colorado in 2013. Throughout this episode, Rick and David discuss Colorado’s strategic plans, its "RAPID" core values and the importance of incremental revenue generation. --Show Notes(2:56) The Path Less Traveled to the Big Chair(6:49) Erasing “Dark” Days & Creating “Folsom Field Events”
2021-08-0851 min
Making the FanBONUS | Diving Deep on Books and Reading Strategies w/ Justin DohertyThis week’s episode strays from our usual podcast pattern. David is joined by Justin Doherty, Wisconsin's Senior Associate AD for External Communications and member of EngageMint's tribe. Outside of his roles in brand communications, marketing, video services and facility branding, Justin has authored four books on Wisconsin history. David and Justin have embarked on a 25-book challenge and share some of their top hits and reading strategies in this bonus episode. --Show Notes4:14 Diving in to Justin’s Books6:03 Reading vs. Writing Note Taking13:46 The 2021 25-Book Challenge
2021-08-0244 min
Making the FanCapitalizing on New Tech to Transform Fan Engagement w/ John KosnerIn our latest podcast, David sits down with John Kosner. After 20 years at ESPN, where he transformed its digital media strategy, John co-founded Micromanagement Ventures with former NBA Commissioner David Stern. John currently leads Kosner Media, where he invests in and advises sports tech companies focused on sports media, sports betting and gambling and player development. This episode covers all things sports tech, truth speaking and leadership and the future of sports broadcasting.--Show Notes(4:00) Forming Micromanagement Ventures with David Stern(15:04) Importance of Humor in t...
2021-07-2657 min
Making the FanCollege Leaders | The "Glocalization" of Sport and Immersive Fan Experiences w/ Rick BurtonA long-time sports executive, Rick Burton brings a breadth of experience and insights to this week’s podcast. After roles in brand management with Miller Lite, a stint as commissioner of the National Basketball League in Australia and Chief Marketing Officer for the 2008 Beijing Olympics, Rick has spent the last 12 years at Syracuse University as the David B. Falk Professor of Sport Management and Faculty Athletics Representative. He's also co-authored three books and contributes regularly to Sports Business Journal, as well as Sportico and Sports Business. This episode goes deep on all of Rick’s specialties - sports ma...
2021-07-221h 01
Making the FanCollege Leaders | Dreaming Big with DePaul's DeWayne PeevyFlip the Switch is all about uncovering the latest trends in sports and entertainment and the experiments organizations are running. Working alongside college athletic departments has inspired a new series: Flip the Switch - College Leaders. Joining David on the show will be senior leaders who are transforming the industry and implementing those trends and experiments. Our first guest of the series is DeWayne Peevy, Vice President and Director of Athletics at DePaul University. Peevy became AD in September of 2020, after 12 years at Kentucky, including the last 7 as Deputy AD. In this episode, DeWayne shares his e...
2021-07-171h 00
Making the FanEnhancing Stadium Experiences Beyond Game Day w/ Nick SautnerOur guest this week is Nick Sautner, CEO of Eden Park in Auckland, New Zealand. A worldwide leader in sports and entertainment, Eden Park was the first venue to host a sporting event and a concert at full capacity since the pandemic and has won a number of recent global awards, including the Product Innovation Award for "Staydium Glamping". Sautner has also been recognized as EVANZ Supreme Person of the Year and TheStadiumBusiness Global Executive of the Year. Throughout this episode, Sautner shares his framework for Eden Park's strategic plan, his "town hall vs. cathedral" mentality and monetizing the venue...
2021-07-1255 min
Making the FanReturning to Capacity and Rebuilding Your Team w/ Kevin GoberThis week, we welcome Kevin Gober, Senior Director of Arena Employee Experience and Learning & Development for the Atlanta Hawks, back to the podcast. A recurring guest on the show, Kevin shares his takeaways from welcoming fans back to venues and gets candid on the staffing challenges that State Farm Arena has faced. For venues across the country preparing for a return to full capacity, this episode dives deep into the programs Kevin and State Farm Arena are putting in place to grow their staff, create an employee referral program and develop the leadership skills of their current te...
2021-07-0640 min
Making the FanTrusted Strategic Advisors in College Athletics w/ Dan Gale and Tim RebichFor our second Flip the Switch Live episode, we are joined by Dan Gale of Leona Marketing Group and Tim Rebich of Varsity Partners. Sharing their perspectives as third-parties in the college athletics space, this episode is more idea-based than best practices focused. Dan, Tim and David forecast where college athletics is headed and the impacts NIL and multimedia sponsorship will have on the industry.Show Notes10:28 - Introducing Dan Gale and Tim Rebich17:09 - Embracing NIL and Fair Market Value22:49 - Creating Endemic Brand Experiences...
2021-06-301h 07
Making the FanConverting Passive Viewers into Active Consumers with Jen RottenbergOur latest episode features Jen Rottenberg, Chief Marketing Officer for Fan Controlled Football (FCF). Just as it sounds, this new professional league gave the fans the ability to select everything from team names, colors and logos to the plays that were called on the field during the game. To make that all happen, data is at the heart of everything FCF does, attracting four uniques audiences and crafting every aspect of the game for active broadcast viewing, as opposed to the traditional emphasis on the in-person experience. --Show Notes(4:31) Breaking Dow...
2021-06-2354 min
Making the FanHow Maryland Created 'Netflix for Terps'This week's guest is Mike Farrell, Assistant AD for Broadcasting and Video Production at University of Maryland. As part of Maryland's 75-year Terrapin Club "Reinvented" campaign, Mike and his team created Terrapin Club +. Often referred to as "Netflix for Terps", the subscription service is the first of its kind in college athletics and features five shows to create additional value for Terrapin Club members and share the stories of Maryland current and former student-athletes. We go in-depth on content strategies and deepening ties with your tribes in this episode.6:30 Terrapin Club “Reinvented” and Terrapin Club +8:1...
2021-06-1558 min
Making the FanSyncing Data, Tech and Social Listening with EarBuds CEO Jason FoxToday’s guest is Jason Fox. After 6 years in the NFL with the Detroit Lions and Miami Dolphins, Jason launched EarBuds in 2018. What started as a platform to facilitate consumers and fans being able to listen to the same playlists as their favorite athletes in real-time has morphed into a new social listening experience through EarBuds’ partnerships with Amazon Music, Apple Music, Pandora and Spotify.This episode covers everything from sports tech, data, exclusive fan experiences, entrepreneurship and digital social engagement. ------Show Notes5:26 The Genesis of EarBuds7:2...
2021-06-0454 min
Making the FanHow to Cultivate SUPER Fans with Brittany HodakJoining the show this week is Brittany Hodak. Recently named Chief Experience Officer at Experience.com, Brittany shares her frameworks that organizations can adopt to cultivate super fans and experiences. Prior to joining Experience.com, Brittany co-founded a marketing and collectibles company ZinePak (later named The Superfan Company), which was featured on Shark Tank and earned one of the highest valuations in show history. She exited in 2019 to focus full-time on speaking and consulting with organizations to harness the passion within fans.David and Brittany set their rivalry aside to dive in to Brittany's SUPER strategy and foc...
2021-05-2455 min
Making the FanHigh Speed, High Tech and High Growth with DRL President Rachel JacobsonRachel Jacobson is the President of the Drone Racing League. After 21 years in the NBA, her last role being VP of Global Business Development, and a brief stint in the private sector, Rachel was named president of DRL just one year ago. DRL is a technology company first and the decisions they make from a business, employee and customer experience standpoint are all from a technology perspective, because of the outreach it enables with both traditional and non-traditional sports fans who have embraced their organization. We touch on everything from leadership and culture, to making dec...
2021-05-1751 min
Making the FanBuilding Athlete Brands and Priming for NIL with Jim CavaleJim Cavale is the Founder and CEO of INFLCR. With NIL legislation set to go into effect this summer, college athletic departments face so many unknowns. Jim and his team recently launched INFLCR Verified and INFLCR Plus, initiatives to help athletic departments and student-athletes proactively prepare for this change and provide them the tools to capitalize on their brand power and voice.This episode covers everything from leadership and building a company, to NIL legislation and empowering student-athletes to better build their brands. Jim Cavale Show Notes4:20 Giving Athletes a Better Brand...
2021-05-0650 min
Making the FanTurn Fans Into Customers with David Meerman ScottToday's episode is all about turning fans into customers and customers into fans. David sits down with internationally-known author, advisor, educator and speaker David Meerman Scott. Scott co-wrote his latest book, Fanocracy: Turning Fans Into Customers and Customers into Fans, with his daughter Reiko Scott. Fanocracy unearths the science behind building emotional connections in your tribe and marketing lessons learned from fandoms outside of sports, including the Grateful Dead. The show takes a deep dive on applying those lessons to cultivating stronger experiences and relationships with your fanbase.Show Notes3:16 Defining Fandom6:15 ...
2021-05-0352 min
Making the FanNIL & NFTs w/ Luka GarzaIn today's episode, David is joined by Luka Garza, starting center for the Iowa Hawkeyes, AP College Basketball Player of the Year, and winner of the 2021 Naismith Trophy. They discuss name, image, and likeness, the launch of Luka's new NFT company LukaGarzaNFTGroup.io and how Luka hopes to provide opportunities for college athletes to monetize their brand, and the importance of college athletes being able to control their own brand.Show Notes:5:11 Digital Engagement Fan Support during 2020-216:56 Breaking into the NFT game
2021-04-2827 min
Making the FanBreaking the Live Events Business Model w/ Ed VincentToday’s guest is Ed Vincent, Founder and CEO of FestivalPass. Ed and his team are trying to reinvent the model for accessing live events and how we go about deciding what events to go to as consumers. FestivalPass is the first festival and live event subscription marketplace that provides access to music, film, food and wine, tech and innovation, sports and entertainment and more. His data-driven background is trying to help shape the future of the live events industry.------Show Notes4:32 The Building of FestivalPass7:50 Lessons Learned from MoviePass
2021-04-1952 min
Making the FanOpening a Multi-Billion $ Venue with No FansToday’s episode is all about Guest Service vs. Guest Experience and Designing Customer Experiences in New VenuesOn this episode, David sits down with Kameron Durham, Vice President of Guest Experience for the entire entertainment footprint of Hollywood Park, including SoFi Stadium, the brand new home of the Los Angeles Rams and Los Angeles Chargers. Prior to this role, he was the Director of Guest Services for the Seattle Mariners and the San Diego Padres. In its first year, SoFi Stadium did not host any fans due to the COVID-19 pandemic. In lieu of guest...
2021-04-121h 01Making the FanFinding The Right Sponsorships for YOUR fans w/ Rob Temple and Rick JonesIn today's episode, David sits down with two industry legends Rob Temple, Chief Executive Officer at FishBait Solutions, LLC and Rick Jones, Captain, Creative Director and Shareholder at FishBait Solutions, LLC. When combining Rick's creative mind for amazing corporate sponsorship ideas and insights and Rob's previous 20-year experience as ESPN's Senior Vice President of Sports Marketing the two bring a powerhouse of knowledge into this episode. The three get into sponsorships and how to find the right corporate partners to connect with your unique fans. Show Notes6:30 The Evolution and New Vision of...
2021-04-071h 05
Making the Fan$208k for a LeBron replay? NFTs ExplainedOur guest today is Jesse Schwarz, who set an NBA Top Shot record earlier this year, paying $208k for a replay of a LeBron James dunk. If that makes no sense to you, don't worry, we've got you covered in this episode. Today's episode is a little out of the ordinary, where we dive deep into non-fungible tokens (NFTs). NFTs have been all the rage in 2021, but if you still don't understand them, Jesse and I try to break it down in this episode. It's not your standard explanation of NFTs, as we try to unpack how y...
2021-03-3147 min
Making the FanHow Fandom is Evolving w/ Zoe ScamanToday’s guest has been one of my favorite follows on Twitter over the past year, Zoe Scaman. Zoe runs her own strategy studio in the UK, called Bodacious.At Bodcacious, one of Zoe’s bigger projects she’s working on right now is with Luka Doncic, the Dallas Mavericks, and Mark Cuban Experiments, or MCX for short. We’ll dive into this a ton in this episode. Before Bodacious, Zoe was the Global Head of Strategy for the Ridley Scott Creative Group. If you look at her career, you’ll see she’s dabbled in so many di...
2021-03-241h 04
Making the FanAmaze Your Customers and Fans w/ Shep HykenOur guest today is Shep Hyken, a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. Shep works with companies and organizations that want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of "Amaze Every Customer Every Time," "Moments of Magic," "The Loyal Customer," "The Cult of the Customer" and "The Amazement Revolution." Shep, KG, and David cover everything from designing an organization's purpose to how customer service has changed for the future due to the pandemic.
2021-03-121h 04
Making the FanLeadership Lessons from a Disney Legend w/ Lee CockerellOur guest today is with Disney Parks & Resorts legend, Lee Cockerell. In this episode, we focus on leadership, customer service, and time management,Lee Cockerell retired as the Executive Vice President of Operations for the WALT DISNEY WORLD® Resort in Lake Buena Vista, Florida, a position he held for ten years. His responsibilities encompassed a diverse mix of operations, which included 20 resort hotels with over 24,000 Guest rooms, 4 theme parks, 2 water parks, 5 golf courses, a shopping village & nighttime entertainment complex (Downtown Disney, now Disney Springs), the ESPN Wide World of Sports Complex and the ancillary operations su...
2021-03-091h 05
Making the FanFind Your SPARK w/ Simon T. BaileyJoin David and KG as they chat with guest Simon T. Bailey, a motivational speaker, author, and life coach. Simon's content revolves around purpose, leadership, and inspiration. David and KG get into Simon's experiences through these lenses and how it ties into customer service. Show Notes:(5:26) Making Organizations Sizzle: The Power of Leadership, Culture, and Consistency(6:52) Culture is not the Mission and Vision statement on the website; it’s what lives in the head and hearts of those doing the work (8:35) How leaders can ins...
2021-03-0151 min
Making the FanMaking Swag Easy w/ Jeremy ParkerIn today's episode, David sits down with guest Jeremy Parker, Co-Founder and CEO at Swag.com. With the attitude of learning as you go and reinventing your space, Jeremy discusses his journey in founding Swag.com and the ideas and concepts behind customer pain points. (4:41)Defining “Swag”(5:50)Jeremy’s journey from film major to Swag.com(9:11)The challenges of the licensing landscape in college athletics(11:44)How could we reinvent the collegiate licensing business?(14:35)Just get it out the door - launc...
2021-02-2255 min
Making the FanShifting Perspectives for Customer-Centric Marketing w/ Elisa PadillaOn today's episode, David and KG are joined by guest Elisa Padilla, former Senior Vice President, Creative Strategy & Partnership Marketing for Roc Nation, and former Senior Vice President of Marketing for the Miami Marlins. Elisa, David, and KG talk about customer-centric marketing and how the way you lead and the perspectives you shift allow you to achieve it more successfully. Show Notes:(06:52) Infusing the Jay-Z “Star” mentality from “Street to Seat”(10:51) Walking the walk over and over again - creating sensory experiences in Barclays Center(14:28...
2021-02-171h 02Making the FanCelebrating 50 episodes with our Top 5 favorite clipsOur favorite clips from our Top 5 most popular episodes.Today, we're celebrating hitting our 50th episode! We couldn't have done this without all of you and we can't thank you all enough. To celebrate, we're taking a look back at our top 5 most listened to episodes. Counting down from #5, we'll listen back on great moments from each episode on the list. Hope you all enjoy! Show Notes: (02:15) #5 - Access vs ownership applied to season tickets; Bringing subscriptions to sports(11:40) #4 - Servant leadership and prioritizing your tim...
2021-02-0856 min
Making the FanDesigning Effective Remote Work Teams w/ Steph SmithIn today's episode, Steph Smith, Head of Trends.co at the Hustle and Founder of Integral Labs, joins the show. Steph and David discuss the ideas and insights of how to build a more effective team in both a remote work or hybrid environment. Show Notes:(6:54) The bell curve of giving and taking - amplifying giving in remote work(10:54) How to encourage giving behavior(15:50) What benefits can organizations now offer to entice the best talent?(18:05) Applying the “First Principles” to yo...
2021-02-021h 01Making the FanUtilizing Technology to Solve Business Problems w/ Adam PolanskyIn today's episode, KG and David chat with Adam Polansky, the Group Director of Innovation at Octagon, a one of the world's biggest sports marketing agencies. They discuss how we can use technology to innovate and ultimately create better experiences for fans and employees.Show Notes:(3:55) What is Octagon? How does the Innovation team fit within the organization structure?(5:40) What is innovation? How does Octagon define it?(7:20) The meaning of fandom and sharing that with Octagon’s clients(10:25) Creating the...
2021-01-251h 02
Making the FanThe Future of Customer Experience w/ Steven Van BelleghamSteven Van Bellegham is a best-selling author and an international keynote speaker, largely focused on the future customer experience. He’s given keynotes in over 40 countries, and he’s worked with some of the biggest companies in the world, from Google to Mercedes Benz.Steven is the author of multiple international bestselling books including ‘The Conversation Manager’, ‘When Digital Becomes Human’, ‘Customers the Day after Tomorrow’, ‘The Offer You Can’t Refuse’ and a futuristic technology thriller called Eternal, which we discuss at the beginning of the episode.To preview what this episode is about, I’m going to steal thi...
2021-01-191h 00
Making the FanBringing the X-Factor to Guest and Employee Experience w/ Kami TestaToday's guest is Kami Testa, Guest Experience Program Director of the Phoenix Suns and Phoenix Mercury. Kevin Gober and Kami dive into how to drive change in your organization, the process of hiring a large team of employees all at once, training your staff, and how mindsets impact actions.Kami's unique background with the Walt Disney Company has helped her bring fresh insights to the NBA's Phoenix franchises. Before the NBA and WNBA, Kami held a wide array of roles with different parts of the Walt Disney Company. She's spent time as a Facilitator for Disney Institute...
2021-01-1456 minMaking the FanThe Customer Experience Playbook w/ Jonathan DanielsJonathan Daniels, Co-Founder and Director of CX Brussels, joins us on today's episode as we go over the various steps of the "ICON Process" from his book The Customer Experience Playbook. Consisting of Initiate, Co-Create, Operationalize, and Nourish, David and Jonathan breakdown a customer experience transformation to its core and show how these fundamental CX steps can be leveraged as a growth strategy for your business. Time Stamps:(4:45) Who is Jonathan and CX Brussels?(7:47) Trends in CX conversations outside of the U.S.
2020-12-2148 minMaking the FanImportance of Versatility and Vulnerability in LeadershipDavid Millay and Kevin Gober are back with another Jam Session as they discuss ways to create your own value and finding ways to bring that value to your organization. With Covid changing the working environment and structure, David and KG get into adapting your skillset to fit in any situation and learning universal ways to lead during the pandemic.Time Stamps:(2:00) What it’s like for sports to be back but not able to be in the building(4:30) Worries of making an impact in your organization du...
2020-12-1451 minMaking the FanA Culture of Experimentation and Innovation w/ Jesse ColeThis week's episode is another jam session with Kevin Gober, and we're joined by Jesse Cole. Jesse is the owner of the Savannah Bananas and Fans First Entertainment. He's one of the most innovative sports execs in the industry, and his insights from running his baseball team will inspire you to try some of your own experiments. Time Stamps:(6:50) Taking big risks and experimenting: Example of FansGiving - Learnings, not failures(11:10) How to learn and debrief after events that have wins and losses(13:25) ...
2020-12-081h 01
Making the FanLessons from the Business of Hip-Hop w/ Dan RuncieTime Stamps:(5:50) Dan’s background / What is Trapital?(12:32) Sports and Hip-Hop: “We want to be them, they want to be us”(13:12) How artists have engaged fans without live events(17:55) Example of how music can scale into sports and entertainment(24:37) Creative models to replace revenue (26:05) Key partnerships for at-home entertainment(29:52) "Name-Image-Likeness" Parallels(31:40) Disruptions in the music industry(34:17) Framework for analyzing business models(37:5...
2020-12-0157 min
Making the FanThe Future of Venue Experiences w/ Drew BerstIn today's episode, David and Kevin talk with Drew Berst about the combination of digital and physical experiences and how to infuse that in your customer experience. How will stadiums utilize their space going forward? With many stadiums transforming and restructuring their format, how can you maintain the culture and tradition while also keeping with the times and adapting to new experiences? With covid accelerating the demand and structure of sports, how can you balance this all?Time Stamps:2:55 - Who is Drew Berst?3:43 - How Raiders are utilizing t...
2020-11-2357 min
Making the FanThe Power of Service and Reinvention w/ Brandon SteinerThis episode is a little bit of a throwback. It's a conversation from the end of July, but we're airing it now, 3-4 months later. It still holds up tremendously well, as our guest's message on service and reinvention is timeless.Our guest today is Brandon Steiner and he's been in the sports marketing business longer than I've been alive. Literally. Brandon was the founder and former CEO of Steiner Sports, which is now owned by Fanatics. Steiner Sports started out as an effort to pair up athletes with businesses, trying to attract customers; classic sports marketing.
2020-11-1658 minMaking the FanGreat Leaders Establish, Operationalize, and Sustain ValuesIn the second episode of our new format with Kevin Gober, Kevin and David get into the importance of leadership and structure that top-level executives need to be taking during the ever-adapting covid and digital age. With an overarching framework of leaders establishing, operationalizing, and sustaining the values and vision by which organizations thrive, David and Kevin discuss leaders' responsibility to help our employees in the emotional & mental, relational, physical, financial, purposeful, and employable spectrums. From employee journey maps to improving meeting tactics, this episode gets into the ins and out of running an organization in the new di...
2020-11-1042 minMaking the FanLivestreams, Guest Experience Philosophy, and CX at the PollsKevin Gober, the Senior Director of Arena Employee Experience and Learning & Development for the Atlanta Hawks, joined us for today's episode. For context, we recorded this episode on November 1, before the US election. We got tons of positive feedback on the episode we did earlier this year with Kevin, so we brought KG back to talk about what's on his mind. Not our typical interview format, Kevin and I brainstormed different ideas we are working on; we discussed trends we're thinking about; and we shared obstacles we're stuck on. We're experimenting here with...
2020-11-0457 min
Making the FanModern Work and Digital Experiences w/ Jared SpataroOur guest for this session is Jared Spataro, Corporate Vice President at Microsoft. Jared oversees Microsoft 365, including Microsoft Teams, as well as the company’s focus on Modern Work. Obviously, the different elements of Microsoft 365 are deeply embedded in all of our daily work, from Outlook to Word, Excel, PowerPoint, Teams, and more. His team has tremendous insight into the data behind how we’re using these tools, allowing his team to see trends before others see them. As a result, Jared and his team have been spending more and more time reimagining the future of work. And t...
2020-10-2656 min
Making the FanVirtual Fan Engagement Opportunities w/ Brad Wurthman & Chris GrosseToday’s episode is a little different than usual. This episode is the edited audio from one of our Fireside Chats, something that our invite-only community has access too. Our subject matter experts for the chat were Brad Wurthman, Senior Associate Athletics Director for External Operations at Virginia Tech and Chris Grosse, Assistant Athletics Director for Marketing at Penn State University. Brad and Chris both lead teams responsible for the fan experiences at their famous sporting venues. On a normal football Saturday, their 65k+ stadiums literally shake the ground from screaming fa...
2020-10-1359 min
Making the FanThe Culture of a Challenger Brand w/ Scott CarrThe Deputy Athletics Director for UCF, one of the most innovative, creative, organizations in college athletics, joins us today. In his daily responsibilities, Scott has oversight of all external units, including Brand Advancement, Strategic Communications and Video Services, as well as being heavily involved in revenue generation. In a time right now where revenue is tight for all sports and live event organizations, we all need new ideas to engage our audience, our followers and our fans. And Scott’s been a key leader in an organization that has done a 180 in the last few years. On...
2020-09-211h 10
Making the FanPersonalizing the Guest Experience w/ Brian BettsOur guest today is Brian Betts, a 22+ year Disney Cast member and former executive. By trade, Brian is an industrial engineer, so this episode is going to have an analytical and methodical approach towards improving customer experience. In his career at Disney, Brian did everything from helping launch Disney Cruise Line and Disney’s Fast Pass, to overseeing experience insights within My Magic+, Disney’s mobile app and connected ecosystem. Throughout Brian’s career, he’s used analytics to optimize the guest experience, managing multi-billion dollar annual capital investments, including the development of new attractions and experiences. As part...
2020-09-031h 14
Making the FanFrom Patient Experience to Fan Experience w/ Quint StuderWe’re joined today by the legendary Quint Studer. Quint is a philanthropist, an entrepreneur, and an expert in delivering quality experiences, for customers and employees. He’s the co-owner of the double-A baseball team, the Pensacola Blue Wahoos, and the founder of the healthcare consulting group, the Studer Group.In Quint’s approach to patient experience and fan experience, it all starts with the employee experience. We'll spend the episode discussing what you can do to better engage your employees so that they can better engage your customers. Time Stamps0:20...
2020-08-2151 min
Making the FanAn Event with Thirty Thousand Fans Post-COVID19 w/ Drew BedardOur guest today is Drew Bedard, the Vice President of Marketing at Bristol Motor Speedway and Kentucky Speedway. On July 15, 2020, Bristol Motor Speedway hosted the NASCAR All-Star Race. The event had almost 30k fans in attendance, the largest attended event in the US since COVID cancelled sports in March 2020. As sports & entertainment venues across the US prepare to reopen, I thought it would be good for you all to hear from Drew, who’s actually done it. I think that qualifies him as the closest thing to an expert as we’ve got in this world...
2020-08-0558 min
Making the FanSports, Resorts & Entertainment w/ Mike CrawfordToday’s guest is Mike Crawford, the President and CEO at Hall of Fame Resort & Entertainment Company. Previous to his current role, Mike held a number of leadership roles with Four Seasons Hotels & Resorts and The Walt Disney Company. At 4 Seasons, he was the President of Asia Pacific and then Portfolio Management around the world. While at the Walt Disney Company, he spent the majority of his time focused internationally. In his last role, he was the lead executive in charge of Shanghai Disneyland, including the resorts, hotels, retail, dining and entertainment district. Based on Mike...
2020-07-2251 min
Making the FanThe Business Behind ESPN World Wide of Sports w/ Mike Millay PART 2This is second half of a two-part interview with Mike Millay. This part of the interview dives deeper into the behind-the-scenes stories at ESPN Wide World of Sports and explores Mike's own revelations as leader at Disney. Mike is the longest tenured executive in ESPN Wide World of Sports' history. He's also my Dad and a Senior Partner at EngageMint, so this was a special episode for me.The MLS kicked off it’s first game last week, and NBA players are now in the “bubble” on Disney property. As ESPN Wide World of Sports is the...
2020-07-1448 min
Making the FanThe Business Behind ESPN Wide World of Sports w/ Mike Millay PART 1This is first half of a two-part interview with Mike Millay. This part of the sheds light on the business model powering ESPN Wide World of Sports and explores how the cultures of Disney and competitive sports merged.Our guest today is Mike Millay, the longest tenured executive in ESPN Wide World of Sports' history. He's also my Dad and a Senior Partner at EngageMint, so this was a special episode for me.The MLS kicked off it’s first game on Wednesday, and NBA players are now in the “bubble” on Disney property. As ESPN W...
2020-07-1234 min
Making the FanCreating Moments that Matter w/ Jahaan BlakeOur guest today is Jahaan Blake, founder of The J. Blake Group. We'll cover two main topics in this epsisode. Creating infrastructure behind the scenes that allow your front-line staff to create genuine moments of connections with fansThe importance of coaching in leadershipWe spend much of the episode discussing her prior roles that led her to start her own company, primarily her roles in the MLB. Jahaan and I first met when I was with Disney Institute and Jahaan was with the Chicago Cubs, as she and her were revamping their customer service program. We...
2020-07-021h 00
Making the FanBuilding & Sustaining a Culture of Service w/ Kevin GoberOur guest today is Kevin Gober, the Sr. Director of Employee & Guest Experience for the Atlanta Hawks. Kevin and I worked together for a long time at Disney Institute, on what we informally called "the sports crew." Kevin was on the content and facilitation side of the organization, leading and designing massive customer service trainings, whether it be for 10,000 volunteers at the Super Bowl, or for different teams in the NBA.Prior to Disney Institute, Kevin worked a variety of roles in the Parks & Resort operations. Most notably, Kevin was the head of Magic Kingdom's E...
2020-06-151h 05
Making the FanMerging Physical & Digital Worlds w/ Javier Martinez GarciaToday’s guest is Javier Martinez Garcia, a Senior Advisor for Manchester City F.C and former Disney executive. We get into a number of topics, here are just a few: 1) How to get your senior leadership team aligned around a customer-centric strategy 2) Fan experience vs. match-day experience3) Making business decisions built around your unique brand promise4) How physical and digital worlds merge to create 24/7 experiences for your customer5) The future of fan experiences in post-COVID19 world Javier has held a number of executive roles in Europe for the Wa...
2020-06-051h 04
Making the FanMeasuring Your Customer Experience w/ Moon JavaidMoon Javaid, the Vice President of Strategy and Analytics for the San Francisco 49ers, joins us. We discuss two main topics on this episode:How the 49ers are measuring their customer experience.We cover specific tools, implementation strategies, and business outcomesHow the 49ers approach creating incremental and non-traditional revenue49ers Fit - health & fitness centers owned by the 49ersElevate Sports & Entertainment - consulting and advisory partners Horizon Summit - premier sports business, technology and analytics conference The overarching theme of this conversation is that customer drives how the 49ers approach innovation. But in order to have...
2020-05-2948 min
Making the FanPremium Service vs. Customer Service w/ Barry JacobsonWe sat down with Barry Jacobson this week to talk about the difference between customer service and premium service.In Barry's 30+ years a Disney Cast Member, he oversaw some of the most premium experiences Walt Disney World had to offer. From the convention centers and catering to Disney's Fairy Tale Weddings, to his last role as head of Disney's Golden Oak-- a community of luxury, custom, single-family homes on Walt Disney World Resort property.In addition to his time at Disney, he took a 1 year hiatus in the middle to help Legends and the Dallas...
2020-05-181h 03
Making the FanInsight Gathering w/ Jill MarchickJill Marchick, the Vice President of Customer Insights and Engagement for the Indiana Pacers, joins us on today's episode. This is an especially relevant episode if your organization is considering putting a survey out or gathering information for how your customers feel about your organization and returning to events. And it’s even more important that you listen if you’re feeling lost about what to do with that information once you collect it.Jill and her team at Pacers Sports and Entertainment sent out one of the most comprehensive fan insights survey I've seen durin...
2020-05-0951 min
Making the FanBuilding a Customer-Centric Business in Africa w/ Samir IbrahimIn today’s episode, we’re going outside the sports & entertainment industry. We’ll be talking about designing an entire business around customers’ deepest needs. Hopefully the wildly different context will give you new inspiration to become more customer-centric in your own organization. Today’s guest is the CEO of a solar-agriculture company, based in Kenya. So while I do the usual and try to connect the dots for you, I want you to focus on the underlying principles we talk about and less about the details. Our guest today is Samir Ibrahim, the co-founder and CEO of S...
2020-04-2457 min
Making the FanLeading Through Crisis w/ Doug ThorntonToday’s episode focuses on leadership during crisis. Our guest is Doug Thornton, the EVP of ASM Global. Doug oversees all Arena, Stadia and Theaters worldwide, directing the operations and financial performance of this division. We tackle questions like “how do you acknowledge your fears and anxieties without letting them weigh you down” and “how do inspire confidence in your team when you yourself don’t know what the future holds.” We’ll also get into some deeper conversations about planning your operations for the future. Who is Doug and what makes him equipped to talk...
2020-04-151h 01
Making the FanStepping Past Your Competition w/ Justin SchneiderOur guest today is Justin Schneider. He’s the founder and CEO for Wolf & Shepherd, a rising footwear brand making high-end, performance dress shoes. We wanted to have Justin on the show for a few reasons. 1) He was a former student-athlete himself. And he shares how that experience has impacted his approach to live after sports. 2) His insights around storytelling, innovation and creating experiences that customers love are super applicable to sports & entertainment and live events. 3) I’m ready to see some variety in shoe-wear in our industry. I know people love tho...
2020-04-0853 minMaking the FanIgnite a Culture of Innovation w/ Duncan WardleDuncan Wardle, the former Head of Creativity & Innovation at the Walt Disney Company, now helps organizations around the world embed a culture of innovation into their DNA. In our industries, we’re running from one to event to the next, and it’s easy to say “we are too busy to think.” This episode with Duncan will provide you ways to start thinking differently. In his 30+ years at Disney, Duncan built a toolbox of creativity skills and techniques to help others turn on their innovation "light switch." He's here to share those tools with us today. ...
2020-03-301h 01Making the FanFirst 180 Days in the Chair w/ Laird VeatchAs a senior leader, coming into a new organization can be hard. You want to understand the current culture. You want to get to know the people. You want to assess the organization's strengths and opportunities. You want to put your own stamp on "the way we do things around here" in the least intrusive way possible.Those plans can quickly go awry when you're forced to deal with unprecedented crisis right out of the gate. Our guest today, Laird Veatch, was faced with exactly that. Five weeks into his role as the Athletic Director o...
2020-03-2450 minMaking the FanSports as a Service w/ Chris GilesSubscription models - seems like almost every industry and product has one. Except for live sports & events. But what if... In this episode, we're rethinking the entire business model of ticketing and access to sports & events. Our guest, Chris Giles, was the COO of the Oakland Athletics, where they created a first-of-its-kind membership model called A's Access. The program debuted in 2019 and has had smashing success according to a number of different metrics, from revenue growth to number of members to customer satisfaction. Instead of selling ownership of an individual seat for a season, what...
2020-03-1256 minMaking the FanSponsorship that Engages, not Distracts w/ Nick LawsonNick Lawson, the CEO of SQWAD sits down with us to talk about the future state of sponsorship in sports. Nick's company works with sports properties around the world to help them sell more sponsorship through digital contests. What kind of contests? Could be trivia games on your team app, digital scratch and win games, or supplementing live mascot contests with a digital component. Nick is leading the shift in sports sponsorship to create ads that people actually want to see, and better yet, participate in. For those of you new to the sponsorship game, this is a...
2020-03-0153 minMaking the FanBuilding Experience Ecosystems w/ Michael JungenDisney's Magic Band. Carnival's OceanMedallion. Our guest today was behind both industry leading tools that enabled massive experience ecosystem transformations.Forrester defines a customer experience ecosystem as “the web of relations among all aspects of a company - including its customers, employees, partners and operating environment - that determine the quality of the customer experience.” As you can imagine, building a seamless experience ecosystem is no easy task. Our guest today, Michael Jungen, has been a key senior leader on two massive experience ecosytem builds. With both Disney's Parks & Resorts and Carnival Cruise Line, Michael led t...
2020-02-1958 minMaking the FanHow is the Culture in your Kingdom w/ Dan CockerellFor Episode 15 of Flip the Switch, we take a journey w/ our guest, Dan Cockerell, the former Vice President of Magic Kingdom. The episode’s larger theme is around leading your team and your organization with a human touch. We explore Dan’s involvement and influential role in running the Magic Kingdom theme park; we cover how to build rapport with your employees and develop a good culture; and we get an inside look on selecting the right talent.If you’re passionate about becoming a great leader and creating magical guest and employee experiences, you won’t want t...
2020-02-071h 03Making the FanFans First w/ Jesse ColeOur guest today, Jesse Cole, is the Founder of Fans First Entertainment, Author of Find Your Yellow Tux and Owner of the Savannah Bananas, who have sold out every game for 88 straight games and has a wait-list for tickets in the thousands. How do they do it? Well, simply by being the most fan-centric organization in sports. The Bananas take it being customer-centric to the extreme. Jesse famously says about his ballpark, “it’s a circus and a baseball game breaks out.” In this episode we go under the hood of the Bananas organization to find out...
2020-01-2738 minMaking the FanHow UGA Football & Chick-Fil-A innovate through strategy w/ Josh Brooks & Shane ToddJosh Brooks, Deputy AD at Georiga Athletics and Shane Todd, Franchise Operator at Chick-Fil-A in Athens, GA join us. The theme of today's episode explores the differences between product innovations vs. strategy innovations and how they impact your business. As you're thinking about investing time, energy and resources to improve your business, there's a temptation for us in sports to think that a new sexy product-type innovation, like a jumbotron or is going to be the enhancement that moves the needle from a customer experience perspective. But often, it's the non-sexy strategy innovations, like a grab & go c...
2019-11-271h 04Making the FanWhat To Do When Things Go Wrong w/ Frank SupovitzToday’s guest is Frank Supovitz, who’s been changing and shaping the sports & events industries for over 30 years. We discuss planning an event that wows your customers, and all that goes into the prep of a massive live event. Frank is imminently qualified to discuss this topic, as he was the SVP of Events for the NFL from 2005 to 2014, overseeing the massive growth of the Super Bowl, NFL Draft and London games. Before his time with the NFL, Frank led the NHL’s event group for 13 years, responsible for the NHL All-Star Weekend and Stanley Cup. Together...
2019-11-1937 min