Portals: The Best Tool to Reduce Friction in Your Customer Journey
Episode 002: David Millay (https://twitter.com/davidmillay) and Troy Campbell get into the science of anticipation, emo Jimmy Butler, AI for...
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Flip the Switch by EngageMint
How do you turn customers into fans for life? How do you create an employee experience that makes them want to run through walls for you? In this podcast, we highlight the intersection of cu...
Episodes
20 of 139 episodesThe Secret Strategy Disney Uses to Create Fans
Episode 001: An introduction to the show Making the Fan w/ David Millay. A show where we explore how brands turn casual customers into faith...
Never Lose an Employee Again w/ Joey Coleman
Joey Coleman, one of the world's leading experts on employee experience, reveals practical strategies that will teach you exactly how t...
Driving Change through AR, VR and Human-Centered Design w/ Steven King
Augmented reality and virtual reality are transforming both the in-venue and at-home viewing experience. To understand how to incorporate th...
Measuring Burnout and Workaholism in College Athletics w/ Matt Huml
It used to be fun to work in sports. But like so many other industries, responsibilities have increased, often demanding employees to achiev...
How Mentor Managers Inspire Employees to "Love it Here" w/ Clint Pulver
After more than 220 undercover interviews with 12,000 employees, Clint Pulver is known as the leading authority on employee retention. In th...
Influencing the Guest Experience from the Frontlines w/ Vanessa Ward
In this episode, David Millay sits down with Vanessa Ward, Vice President of Event Service for the Phoenix Suns. Before joining the Suns, Va...
Developing Personal Brands to Build Bigger Communities w/ Preston McClellan
He’s considered a bit of a social media ‘OG’. For seven years, Preston guided players on the PGA Tour to create their own brands and communi...
Storytelling and the Science of Cool (Part 2) w/ Troy Campbell
In the second half of this two-part episode, we’re diving into why Disney uses portals, the principles of meta-modernism and why something i...
Storytelling and the Science of Cool (Part 1) w/ Troy Campbell
In the first of this two-part episode with Dr. Troy Campbell, we’re breaking down the principles behind storytelling and what makes somethin...
Discovering the STORY Behind Superfandom
Previously on Flip the Switch, Brittany Hodak shared her ‘SUPER’ framework that brands can leverage to increase loyalty and fandom. With her...
Finding Purpose and Building a Community w/ Gina Bianchini
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...
Secrets to Success in Customer Service and Company Culture w/ Dennis Snow
Following a 20-year career at Disney, Dennis Snow identified 10 key lessons that all organizations could follow to achieve the same success...
Bringing Greater Hospitality to the Ballpark w/ Eric Weisberg
The baseball business is a relationship business and has the same core values as any other hospitality industry. It’s a practice that Eric W...
How to Intentionally Serve Your Premium Clients w/ Lisa Holladay
In this episode, we’re joined by Lisa Holladay, Chief Experience Officer at Tiger 21, a high wealth membership organization. Lisa has spent...
Cultivating Meaningful Conversations Through Social w/ Brooke Sellas
In today’s episode, David Millay and Katie Rudy are joined by Brooke Sellas, Digital Customer Experience Specialist and CEO of B Squared Med...
Inspiring Impactful Change w/ Guido D'Elia
To orchestrate a compelling game day experience for all fans requires thinking more like a play caller, an offensive coordinator, rather tha...
How to Incite Loyalty and Increase Customer Retention w/ Ed Frame
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 s...
The Simple Science Behind Successful Marketing Strategies w/ Phill Agnew
Today’s guest is Phill Agnew, a senior product marketing manager at Buffer. After struggling as a marketer in his early career, Phill discov...
Reframing Retreats & Resetting Your Operation w/ David Millay and Katie Rudy
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 oppo...