Making the Fan

Episode 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 [email protected]
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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 success, including an analysis of an event that didn’t quite hit the mark.

AI in Content Creation: A balanced discussion on the potential benefits and challenges AI presents in the realm of content creation, stressing the importance of human oversight for quality and creativity.

Barcelona’s Sportswear Line: A look at the concept of brands expanding into new territories, such as Barcelona creating its own sportswear.

The Psychology of Portals: Discover how “portals,” or transitional spaces, can set the stage for positive anticipation and transformative experiences.

Blending Science and Art: Troy discusses his unique approach that marries behavioral science with artistic expression, and why it’s effective in engaging audiences.

The Art of Ending - Portal Out: Emphasizing the significance of “portals out” or endings, in contexts ranging from amusement parks to American sports, and their impact on the overall experience.

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Links:
• Portals, a deep dive Youtube - https://www.youtube.com/watch?v=kKacL15Mvdo
• Emo Jimmy Butler x Fallout Boy
• Portals, a written article - https://www.linkedin.com/pulse/portals-how-better-begin-everything-troy-hiduke-campbell-jd32c/
• Willy’s Chocolate Experience - https://www.buzzfeed.com/aglover/glasgow-willy-wonka-event-explained
• Barcelona vs. Nike - https://www.forbes.com/sites/tomsanderson/2024/03/23/fc-barcelona-confirms-it-canceled-nike-contract-and-received-218-million-lamine-offer/?sh=45f48a2d794d

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Check Out Troy's Stuff:
• Troy's Youtube Channel, Original & Powerful Ideas, here: https://www.youtube.com/@originalandpowerfulideas  
• On Your Feet (consulting): https://www.oyf.com/
• Troy’s LinkedIn - https://www.linkedin.com/in/troy-hiduke-campbell/
• Troy’s Instagram - https://www.instagram.com/campbell.troy/

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

Episode 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. 

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Check Out David's Stuff:
• EngageMint Partners (CX consulting) - https://engagemintpartners.com/
• David’s LinkedIn -  https://www.linkedin.com/in/davidmillay/
• David’s Instagram -  https://www.instagram.com/david.millay/

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

Joey 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, business owners and managers must design an employee experience program that begins on day one.

In this long-form interview, host David Millay and guest Joey unpack Joey's frameworks for retaining employees. Together, they highlight stories and principles in Joey's new book, Never Lose an Employee Again.

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00:00  Introduction
6:00    Link between Customer Experience and Employee Experience
10:30   Joey's Framework for Employee Retention
13:20   All Seven Phases Overview
20:30   Phase 1: Assess
17:40   Phase 2: Accept
35:40   Phase 3: Affirm
42:20   Phase 4: Activate
47:40   Phase 5: Acclimate
55:00   Phase 6: Accomplish
1:00:00   Phase 7: Adopt
1:11:00   Phase 8: Advocate
1:14:00 Follow Joey, Get in Touch, Buy the Book

Buy "Never Lose an Employee Again: The Simple Path to Remarkable Retention" Here:
https://a.co/d/2NJ3pcD
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SUBSCRIBE: https://www.youtube.com/channel/UCvhP...

About Flip the Switch By EngageMint: 
Flip the Switch is a weekly podcast where EngageMint Managing Partner David Millay, sits down with leaders in customer experience & employee experience to unpack the experiments they’re running, hear the trends they’re paying attention to, and tease out the principles from their careers that have made them successful. Those insights are then applied to the world of sports & entertainment. 

EngageMint is an advisory firm focused on customer experience, employee experience and fandom, guiding clients in the sports & entertainment industry.  Founded and managed by former Disney leaders, EngageMint brings non-traditional thought starters and approaches to help clients improve customer service, drive efficient operations, and grow revenue.

www.engagemintpartners.com

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

Augmented reality and virtual reality are transforming both the in-venue and at-home viewing experience. To understand how to incorporate these emerging technologies, we sat down with Steven King, founder and Chief Innovation Officer of University of North Carolina’s Blue Sky Innovation lab.  King’s work is rooted in human-centered design and this episode hits on some of the latest projects coming out of the lab and how to effectively use human-centered design for brainstorming and change management. 

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2:42    “Time Space” Storytelling at The Washington Post

4:32     Human-Centered Design Methodology

10:54   Testing Before Investing 

12:25   Change Has to Be Exponentially Better

17:40   Bridging In-Venue and At-Home Viewing

21:36   HoloLens Headsets

25:35   The NBA is Missing the Mark on VR Viewing

30:37   Change Management and Defining Success

35:53   Leadership’s Impact on Creativity

42:14   Key Organizational Players in Driving Change

46:53   Misconceptions 

48:13   Learning About New Trends

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For more information on topics covered in this episode, check out: 

UNC’s Blue Sky Innovation lab: Website | LinkedIn 

Connect with Steven on LinkedIn

Steven’s Go To Sources

Fortune Brainstorm Tech

Tech Crunch

On Steven’s bookshelf

The Ride of a Lifetime by Bob Iger

Shoe Dog by Phil Knight

Free to Focus by Michael Hyatt

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

It used to be fun to work in sports. But like so many other industries, responsibilities have increased, often demanding employees to achieve more with less. The result, according to Matt Huml, can be burnout, workaholism, disengagement, and resentment. In this episode, we dive deep into Matt's two most recent research projects: "The Effect of Remote Work on Family and Work Dynamics Within the Sport Industry;" and "From engaged worker to workaholic: a mediated model of athletic department employees". 

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2:43    Behind the Research

5:45    The Razor’s Edge Between Engaged Worker vs. Workaholic

9:02    What’s Wrong with a Team of Workaholics?

13:01  The Full Financial Impact of Turnover

20:03  Improving the Recruiting Pitch for Staff 

27:45  The Extreme Sacrifices

32:05  Evaluating Extreme Sacrifices on Your Team

41:09  The Radioactive Ring Around Coaches 

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For more info on topics referenced in this episode:

Read the Full Versions of Matt’s research - 

The Effect of Remote Work on Family and Work Dynamics in the Sports Industry

From engaged worker to workaholic: a mediated model of athletic department employees

Books highlighted - 

Deep Work: Rules for Focused Success in a Distracted World by Cal Newport

Hear more about the outcomes from our workshop with Penn State 

Episode 96: How to Curb the Great Resignation in Your Organization

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

After more than 220 undercover interviews with 12,000 employees, Clint Pulver is known as the leading authority on employee retention.  In this episode, David and Clint discuss the key attributes of mentor managing and the 5 Cs of leadership that result in employees saying, “I Love it Here.”

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2:24     The Undercover Millennial Program

5:49     Behind the Book “I Love It Here”

9:24     The 4 Types of Managers

17:36   Assessing Your Leadership - The 5 Cs

21:43   Leading Through Transitions - Status Interviews

25:43   Finding Purpose

27:56   Advocating vs. Developing

32:06   The Power of Purpose

34:46   Individual Needs vs. Organizational Needs

42:28   To Don’t Lists

44:23   Be A Mr. Jensen

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To connect with Clint Pulver, check out his website or follow him on social: 

ClintPulver.com | Twitter | LinkedIn | YouTube

Read Clint’s book I Love It Here 

For more leadership resources, check out Clint’s masterclass

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 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.

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3:17    Takeaways and Key Learnings from Disney

6:09    The Service Recovery Toolkit

10:42  Building a New Service Recovery Toolkit 

13:25  Disney’s Guest Experience Center and Proactively Resolving Issues

20:17  Customer Satisfaction Surveys 

25:50  Newsletters and Themes to Drive the Seasonal Employee Experience

33:53  Making Events in a Series Unique

39:17  “Know Before You Go” Communications

43:12   Building a Niche Service Operation

49:15   Training Throughout the Season

52:21   Taking Risks

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Other podcasts referenced in this episode: 

Episode 35: Personalizing the Guest Experience w/ Brian Betts (Disney’s Guest Experience Center) 

Connect with Vanessa on LinkedIn or email

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

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 communities, an effort that grew the greater PGA audience from 20 million to 60 million followers in 5 years.  Now, as a co-founder of Golf Space Collective, Preston and his team guides golf properties on all things digital. 

This episode hits on why building a personal brand is important, the impact that personal brand has on team and league brands or any business and why human connection is critical to form a community over an audience.  

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2:50     A Social Media OG, @Preston

4:33     Launching Memphis Athletics accounts

6:56     Building a Following on the PGA Tour

9:31     The Incentive to Building Player Brands

13:09   Growing Players’ Social Media Game

16:16   Putting Emphasis on Human Connection and Personal Brands

21:28   Frameworks for Personal Branding - Just Get Started

29:07   Audience vs. Community and Creating Brand Advocates

35:05   Connecting with Younger Fan Bases

38:24   The Netflix Impact & ‘First Swing’

44:38   Showing Human Emotion and Personality

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For more information on the topics covered in this episode:

Netflix “First Swing” trailer

Justin Welsh’s LinkedIn course

Golf Space Collective 

GSC Instagram

To connect with Preston: 

Twitter | LinkedIn | Email 

Connect with Host, David Millay:
Connect w/ David Millay on LINKEDIN: https://www.linkedin.com/in/davidmillay/
Follow David on INSTAGRAM: https://www.instagram.com/david.millay/
Follow David Millay on TWITTER: https://twitter.com/DavidMillay

In the second half of this two-part episode, we’re diving into why Disney uses portals, the principles of meta-modernism and why something is “cool” with Dr. Troy Campbell. Campbell is the Chief Scientist at On Your Feet and his research and career has centered around the intersection of scientific minds and artistic hearts and how to create and capture original and powerful ideas and make amazing things.  

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3:29    The Importance of “Portals”

11:19   The Science of “Cool”

18:12  How to Break the Norm

23:01  Meta-Modernism

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To learn more about Troy’s research on the intersection of Scientific Mind, Artistic Heart, check out:

Troy-Campbell.com

Start with Science - Netflix

Team Science: Building Better Science Activists with Insights from Disney, Marketing, and Psychological Research

Check out other topics referenced in this episode:

Metamodernist Manifesto by Luke Turner

Connect with Host, David Millay:
Connect w/ David Millay on LINKEDIN: https://www.linkedin.com/in/davidmillay/
Follow David on INSTAGRAM: https://www.instagram.com/david.millay/
Follow David Millay on TWITTER: https://twitter.com/DavidMillay

In the first of this two-part episode with Dr. Troy Campbell, we’re breaking down the principles behind storytelling and what makes something “cool.”  Campbell is the Chief Scientist at On Your Feet and his research and career has centered around the intersection of scientific minds and artistic hearts and how to create and capture original and powerful ideas and make amazing things.  Part one hits on why Nike ads are simple to make and how brands like Disney borrow stories.

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3:52    Troy’s Career Thesis: “Scientific Mind & Artistic Heart”

6:11    Marvel Isn’t Appealing to Everyone

10:19  Egocentrism 

14:04  Nike Ads are Simple to Make

16:58  Borrowing Stories From Others

22:50  Multi-Narrative Storytelling

25:46  Defining Your Story to Tell Multi-Narrative Stories

31:20  The Destiny Narrative

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To learn more about Troy’s research on the intersection of Scientific Mind, Artistic Heart, check out:

Troy-Campbell.com

Start with Science - Netflix

Team Science: Building Better Science Activists with Insights from Disney, Marketing, and Psychological Research

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