Make It Kickass

This week we sit down with Jedd Chang to explore successful events, emphasizing effective attendee communication and the power of a well-managed experience. Drawing from his firsthand experiences including at the World Domination Summit, Jedd walks us through elevating the front-of-house experience while exposing common customer service pitfalls in the industry. We also dive into the concept of 'surprise and delight' within event experiences. Even small, purposeful actions can inject genuine joy into attendees' journeys, and add to the overall experience.

"A good attendee experience is making sure that all attendees are seen and heard and feel valued." - Jedd Chang

Jedd is a freelance event producer with expertise on the attendee experience and general event support.  Jedd Chang and his wife, Michelle, have been digital nomads since before it was cool, and he has a diverse background of experiences, all rooted in serving communities of all shapes and forms. You can learn more about Jedd and his work at his website jeddchang.com

02:19 - What makes a good attendee experience?

Jedd started in the event industry as a volunteer at World Domination Summit (WDS). He was eventually brought on to the team and shares how volunteering is a great way to get your foot in the door. He talks about his experience with attendees and how he's passionate about creating a great experience for them. He reflects on his role in events and what he believes makes for a great attendee experience.

16:46 - Common mistakes in attendee customer service

Customer service when it comes to the attendee experience can't be ignored. Jedd shares his insights on the importance of being accessible to attendees, communicating clearly and offering a human connection. He also addresses the common mistakes made in the event industry when it comes to customer service.

24:22 - Surprise and Delight

We discuss how surprise and delight can be used to make the attendee experience more meaningful. Jedd shares his experience at WDS and how intentional choices and actions, whether big or small, can bring joy to attendees. We also discuss how focusing on attendee experience can make the event team's job easier.

37:24 - Are you an events person?

Jedd shares his advice on how to break into the industry, such as volunteering and attending events. He also shares how even seemingly random experiences can be useful in the event industry.

Want to dive deeper? Take our free 30 minute training, Community Event Mastery. Access it here.

• Learn more about Jedd and his work here.

• Want to dive deeper? Take our free 30 minute training, Community Event Mastery. Access it here.

Next episode: Balancing technology with the human event experience

What does it take to manage a successful event? How can you maintain your composure and treat everyone involved with respect? In this episode we reflect on our conversation with Rachel Coddington and we talk through the process of assigning roles and responsibilities, fostering a supportive environment, and keeping the gears of productivity and responsiveness moving in a team.

01:22 - Team Productivity and Responsiveness

We reflect on our conversation with Rachel Coddington and how she crafts a team structure so everyone knows their role and has the support they need. We explore the insight we gained from Rachel and our own experiences of working with her and managing large events.

14:10 - Managing Events With Composure and Respect

We talk through the importance of maintaining composure in front of the attendees, treating all members of your event team well and respecting the time, energy, and expertise of vendors with clear communication.

19:11 - Vendor and Volunteer Relationships

We examine the idea of anti-human versus pro-human dynamics, and how this impacts the event experience. Maintaining strong relationships with vendors is important, and we touch on the power dynamics of client-vendor relationships.

Want to dive deeper? Take our free 30 minute training, Community Event Mastery. Access it here.

Next episode: Surprising and delighting audiences with Jedd Chang

If you've ever wondered about the inner workings of events like XOXO, World Domination Summit, Sneaker Week, and the One Motorcycle Show, you're in for a treat. Our guest this week, Rachel Coddington, shares the deets on how small teams can manage such large events and handle controversies with grace and poise.

Rachel Coddington currently works alongside the vibrant minds at Instrument, creating more meaningful experiences across disciplines and skill levels. Her passion lies in formatting moments of togetherness to be accessible and inclusive- which frequently means integrating technology with a more thoughtful lens. 

She has spent the last 10 years creating and managing events, both independently—XOXO, World Domination Summit, Sneaker Week PDX, One Motorcycle Show—and through Design Week Portland as their Managing Director. She prides herself on creating seamless, entertaining, incendiary events with enthusiasm, skill and experience.

0:03:58 - Event Curation and Experiential Design

Rachel touches on two key aspects of event planning and curation. First, she emphasizes the importance of supporting event curators by taking care of logistical details, such as speaker arrangements and accommodations, to allow them to focus on content and experience creation. Second, Rachel underscores the significance of deeply understanding event attendees. This involves not only their interests but also their physical, social, and psychological needs, such as catering to introverts, individuals with social anxiety, and parents with children.

0:17:50 - Security and Inclusion at Events

We talk about XOXO's response to an online harassments campaign targeting one of their speakers. Rachel walks us through the security measures put in place, including the identification of key individuals and potential threats. We also look at extra steps events can take to create space for attendees when an event touches on difficult topics.

0:33:28 - Managing an event team with honesty and empathy

Rachel shares how she strikes a balance between empathy and reality when managing an event team within a large event agency like Instrument. How do we show compassion for a situation and provide what is feasible while being truthful about the company's needs? We also discuss the pros and cons of working for an agency, vs being an independent event producer.

Want to dive deeper? Take our free 30 minute training, Community Event Mastery. Access it here.

Next episode: Building and leading strong event teams

What separates a community from an audience? How about the role of in-person events in fostering rich, meaningful connections? Inspired by our enlightening conversation with Emily Thompson, co-founder of Being Boss, we try to answer these questions and more. It's all about building a community that's more than just about content consumption or product purchasing.

0:02:02 - Building and Maintaining a Thriving Community

We talk through the difference between a community and an audience and the importance of not getting in your own community's way. If members don't communicate with each other and build relationships without the leader's presence, it's probably not a community.

0:08:11 - In-Person Events and Community Building

We explore how creating a sense of low stakes can help foster relationships, and how Emily and Kathleen of Being Boss organically created a community by sharing conversations through podcasting. We consider leadership vs being a member of a community, and how events can provide insight into the impact of the work being done. We also look at the differences between in-person and virtual events, and how virtual events can open up geographical access to community members.

0:21:28 - Online Interactions' Impact on in-Person Events

We consider the impact of self-editing online and its relation to meeting people in person. How have the younger generations grown up with the presence of social media and how does that affect the value of in-person meetings? We explore how the future of work will shape our engagement with each other and the role of safety and vulnerability.

Want to dive deeper? Take our free 30 minute training, Community Event Mastery. Access it here.

Next episode:

Intentional Event Design with Rachel Coddington

We're thrilled to welcome a true powerhouse of online community building, Emily Thompson, onto Make it Kickass. As the co-founder and host of Being Boss and the CEO of Almanac Supply Company, Emily has mastered the art of taking online connections into the tangible world. Join us as we journey with Emily, from her first real-world vacation with her audience in New Orleans to the wealth of lessons learned from hosting events.

Emily Thompson is the co-founder and host of Being Boss, a resource, community, and podcast for creative entrepreneurs with over 12 million downloads, and founder and CEO of Almanac Supply Co., a retail brand that makes and curates products that help people connect with nature. For over a decade Emily has worked closely with creatives to help them make money doing work they love, with a focus on building online business models and growing creative businesses. She’s also the co-author of Being Boss: Take Control of Your Work and Live Life on Your Own Terms.

Find Being Boss wherever you listen to podcasts.

0:12:08 - Lessons Learned From Hosting Events

The ups and downs of hosting events and how they can help you understand the impact of your content and business.

0:17:42 - The difference between an audience and a community

We discuss Emily's definition of a community and how to build a sustainable, real community.

0:21:50 - When and how to us in-person events vs. online events

Emily underscores the value of both online and offline interactions, highlighting their unique strengths and how they can complement each other in building meaningful relationships and communities.

Want to dive deeper? Take our free 30 minute training, Community Event Mastery. Access it here.

• Find Being Boss wherever you listen to podcasts.
• Check out Almanac Supply Co.

Next episode: Cultivating Communities that Work

We had a fantastic chat with Breanne Dyck of Visionary CEO Academy in which we unpacked her dynamic teaching style and the profound impact it has on her audience when delivered live and in-person. Brianne's infectious energy and distinct vibe are game-changers that turn presentations from polished performances into more human, relatable experiences - underlining the importance of genuine human connection in our interactions and bringing the 'human' back into presentations.

We also delve into the often overlooked, yet integral element of fun in business and events. From our toolkit that made it to Breanne and Jill's annual retreat, to exploring ways of creating shared experiences that trigger all five senses, we discuss how fun can be the secret ingredient to strengthen connections within distributed teams. Additionally, we dive into the crucial role of understanding our audience's context in making any event more engaging, entertaining, and fun.

Want to dive deeper? Take our free 30 minute training, Community Event Mastery. Access it here.

0:03:30 - Creating content for the audience, not the host

In this section, we raise the question of how to balance the desire for good production and a top-notch experience with the human element. We highlight the gap between what people say they want and what they actually want and meeting audience expectations.

0:16:40 - Understanding Audience Context for Creating Fun

The context of who you're entertaining can shape what is fun for them. We look at how different communities have different definitions of fun, and how it's important to do research and understand what would surprise and delight them. We discuss the importance of asking the group what they think is fun and bringing in elements that can bring fun into the event.

Want to dive deeper? Take our free 30 minute training, Community Event Mastery. Access it here.

Next episode: Fostering Genuine Connections for a Thriving Online Community with Emily Thompson

Have you ever wondered how innovators use live training sessions to build deeper connections with their audience? In a candid chat with Breanne Dyck, co-founder of Visionary CEO Academy, we learn how she uses live trainings not only to connect authentically but also as a powerful lead generation tool.

Drawing from Breanne's personal experience in higher education, we explore the concept of an "imperfect approach" that Visionary CEO Academy swears by. You'll find out how this methodology allows them to navigate unfamiliar situations, creating optimal outcomes for everyone involved, and how it can inspire your audience to do the same.

We also discuss strategies to elevate your virtual retreats - transitioning in and out of the experience, creating a sense of space, place and community, and even the use of swag to enhance the whole experience. So, join us for an episode packed with unique strategies and insights that could revolutionize your business approach.

"It's so important that we make those human connections, and we show up as humans with other humans to create that trust and that rapport." -Breanne Dyck 

Breanne Dyck is the co-founder of Visionary CEO Academy a “coach-sulting” firm where she along with her partner Jill Joevenazzo help business owners build sustainable businesses, get better results, and regain work-life balance. Her goal is to help entrepreneurs create the company they've always dreamed of. 

Learn more about the Visionary CEO Academy here.

Learn more about how to bring your community together with purpose at geteventlab.com 

0:00:07 - Live Trainings and Building Connections

Breanne Dick, co-founder of Visionary CEO Academy, speaks about how live trainings can be used as a lead generation tool to help connect with people and serve them better. She explains how these trainings allow her to show up in a more real way and create content that can be repurposed afterwards. Breanne also shares how these live trainings help her connect with potential and existing clients, by disarming the perception that she is intimidating and inspiring them to take action.

0:12:23 - Imperfection in Business and Client Relationships

We explore how to make the most of unfamiliar situations and how to approach conversations and situations in order to create the best possible outcome for the people involved. We also hear how the team at Visionary CEO Academy uses an "imperfect approach" to their work and how this influences their clients' and audiences' ability to do the same. Finally, Breanne shares a story of how she used an imperfect approach to her work in higher education and how this resulted in almost a hundred percent completion rate in her program.

0:22:10 - Teaching and Creating Effective Virtual Events

Breanne Dick speaks about the power of experiential learning and how it can be applied to teaching. She shares her personal experience of creating an online course and how she came to the realization that it wasn't about what she wanted to teach, but what she wanted her students to learn. She emphasizes the importance of giving students the time to do the work, rather than focusing on what can be told to them. Breanne also shares how this has changed the way she runs larger events and encourages others to get their students to do the work first before explaining why it was important.

0:29:56 - Creating a Virtual Retreat Experience

We discuss how to create a virtual event that feels like a retreat. We share ideas on how to bring participants out of their day-to-day and the importance of creating a sense of space and place. We go over the importance of transitioning in and out of the virtual...

In response to their conversation with Tara McMullin, Isaac and Nessa jump deeper into the human approach to work and event planning. From the importance of context and personal experiences to the need for a more qualitative measurement of success, they discuss how brands and events can adapt and thrive in a rapidly changing world. Learn how a simple conversation can provide more valuable feedback than anonymous forms, and how community event planning can create memorable, impactful experiences.

0:03:34 - Healthy Communities Through Engagement and Support

We reflect on the conversation we had with Tara McMullin in the last episode and talk about self-reflection and how it informs the way we relate to and identify with others. We discuss the concept of community, and how it's built on mutual support and understanding. We explore the idea of taking someone's writing and engaging with it as a valid sense of community, and how this idea relates to the future of work. We also share some of the books that we've read and make recommendations for our listeners.

0:09:40 - Social Media Shifts and Pro-Human Events

We explore how the use of social media has changed the way people interact online. We discuss how people are becoming more aware of the effects that social media platforms have on our psyche and how people are becoming more skeptical and strict about how and where they engage. We also talk about how this shift is affecting event marketing and how brands find people online. Finally, we examine how events can support a more pro-human community, workplace and culture.

0:18:06 - The Importance of a Pro-Human Approach

We investigate the importance of a human approach to our work and how we can create deeper connections with our clients and audiences. We look at context and how our personal and social experiences are influencing our decisions. We also look at the need to measure success beyond just numbers, and the importance of qualitative data in understanding our audience. We discuss how brands and events need to adapt to changing contexts in order to be successful. Finally, we explore how having conversations with attendees can give us more valuable feedback than anonymous forms.

Want to dive deeper? Take our free 30 minute training, Community Event Mastery. Access it here.

• Article: Why are Big Brands Leaving Social Media and Reinvesting in PR
• Article: Why your Favorite Brands Might be Taking a Social Media Break
• Article: The Future of Social Media is a Lot Less Social

• Want to dive deeper? Take our free 30 minute training, Community Event Mastery. Access it here.

Next episode: Crafting an Authentic Learning Experience with Breanne Dyck of Visionary CEO Academy

How do we honor our humanness when engaging with others, especially in an increasingly anti-human landscape? Join us as we welcome Tara McMullin, a renowned writer, podcaster, and producer who has spent over a decade investigating the future of work. Tara shares her evolving perspectives on work, business, and how she navigates this complex landscape through her writing. From the challenges of leading an online community to reimagining community in a digital age, Tara offers valuable insights on fostering connection in today's world.

Tara McMullin is a writer, podcaster, and producer who has dedicated her career to exploring the future of work. With a wealth of experience spanning over 14 years, Tara has become a go-to resource for coaches, influencers, educators, and professionals in various fields. Her book, "What Works? A Comprehensive Framework to Change the Way We Approach Goal Setting," offers valuable insights and strategies for achieving success in the rapidly changing business landscape. Tara's expertise extends to hosting the popular podcast "What Works?", where she engages in meaningful conversations about navigating the 21st-century economy while preserving our humanity. Her work has been featured in leading publications, including Fast Company, The Muse, and Quartz.

Listen to the What Works Podcast here.

Learn more about Tara’s work and read her writing here.

00:11:58 Community management and the emotional labor it requires.

Discover how the emotional labor involved in moderating online spaces can shape our digital experiences. Tara dives into the crucial yet often overlooked roles of moderation and community management in today's digital landscape. She also opens up about her personal journey, grappling with mental health and a sense of identity, which led to a significant awakening regarding self-care and how she engages with online communities.

0:33:23 How do you define community?

Tara shares how she finds a sense of community by immersing herself in the work of others, such as reading books, listening to podcasts, and engaging with writers on platforms like Substack. Her goal is to create work that resonates with and serves others, even if it's not through direct interactions like DMs or comments. Community doesn't require a minimum number of interactions or minimum criteria as long as mutual concern exists.

00:40:00 “Where am I drawing attention to my human value?”

Tara emphasizes the importance of acknowledging the humanness of individuals in online interactions. She discusses the need to move beyond perceiving others as mere users or avatars and instead engage with them on a deeper level. By embracing our shared humanity, Tara believes we can foster authentic connections that transcend the limitations of platform-centric interactions.

• What Works? A Comprehensive Framework to Change the Way We Approach Goal Setting by Tara McMullin: Tara McMullin shows you how to transform the way you set and achieve your goals to create a gentler and more fulfilling way to work toward what you truly want. In the book, you’ll explore what’s driving your pursuit of “more” (more money, more things, more prestige, etc.), set commitments to help orient your growth, and organize your actions as part of a holistic learning process.
• Immunity to Change Framework by Robert Keegan...

In this season opener we discuss some hot topics of the events industry in an era of ever-changing rules. We discuss: the rise and “fall” of virtual events, navigating post-pandemic networking events, and the current impact of rising costs on event production. But first, we kick it off with the story of Hopin, the virtual event darling that climbed to a billion dollar valuation during the pandemic…and where it is now.

0:04:11 - Exploring the Future of Virtual Events: Is virtual really dead? And what happened to Hopin?!

• We look at the evolving nature of virtual events post-pandemic and the challenges faced by companies like Hopin in adapting to these changes.
• Hopin, a virtual event platform that gained significant attention and investment during the pandemic, has undergone a major change by selling its events and sessions products to RingCentral, a video conferencing platform.
• The decline in virtual events and Hopin's changes may lead some to believe that virtual events are dying. However, we argue that virtual events are returning to pre-pandemic levels, rather than completely disappearing.

0:12:41 - Awkward in-Person Socializing: Learning how to “people” after COVID-19 

• The challenges of people relearning how to socialize and behave in public settings can affect attendance at events and the overall event experience. Organizers must adapt to these changing dynamics to ensure successful events. But exactly what responsibility do event producers have here?
• The social awkwardness is a "nice problem to have" compared to the more extreme and darker side of this problem: increased outbursts, violence, and disruptive behavior in various settings, including on planes. Which can impact the event and travel industry.

0:21:39 - Inflation’s Impact on Event Production

• Inflation is significantly impacting the event production industry, leading to rising costs in various areas, including room rates, labor costs, food, and services. The increase in costs is also affecting the quality of services and products provided by venues and suppliers.
• Corporate budget cuts and changes in spending priorities are making it challenging for event organizers to rely on companies paying for employee attendance or sponsorship budgets, impacting ticket sales and event revenue.
• Hybrid events are becoming increasingly unfeasible due to their high costs, and organizers are finding it difficult to balance expenses, particularly for quality hybrid experiences.
• Creativity and intentional planning are more important than ever in overcoming budget constraints and delivering memorable events despite rising inflation and budget changes.

Want to dive deeper? Take our free 30 minute training, Community Event Mastery. Access it here.

News article: Hopin, the struggling virtual conference unicorn, sells events and engagement units to RingCentral

Next episode: Reimagining Digital Communities with Tara McMullin