Making the Fan

This College Leaders segment of Flip the Switch features Paris Buchanan, Assistant AD for Marketing and Fan Experience for Ole Miss Athletics. Through one football season with minimal crowds, Ole Miss realized not only how much they value their home field advantage, but how to connect with Rebel fans that aren’t viewing the games in person. Paris, David Millay and Katie Rudy dive into the data driving their digital activations, in-season changes and planning for future seasons.    

Show Notes

2:25  The “Home Team” virtual experience

5:22   Balancing the in-person and virtual fan experiences

6:33   Differentiating the Ole Miss brand

7:52   Creating a social voice

11:50   Turnkey tailgates and personalized game days with REVEL XP 

14:27   Bringing “The Grove” inside

16:20   What if money was no object…

20:54   Sources of inspiration

24:07   In-season data collection and reaction

29:08   The brainstorm for 2022 football 

35:46   The “bedroom to kitchen to sofa” experience

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Reach out to Paris via email or connect on LinkedIn or Twitter

For more info on topics covered this episode: 

New game plan for Ole Miss fans

Football Game Day Experiences | REVEL XP

Ole Miss Partners: FanMaker | Low6

Ole Miss in-season concessions changes 

Carolina Panthers’ Mixed Reality Panther

Planning for next season? Check out some of these tools to lead more effective brainstorms: 

Impact Feasibility Matrix

Ep. 97: The Basics for Better Brainstorms

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

We’ve all been in those brainstorming sessions that consisted of more than a few blank stares or had a number of great ideas with no action steps to actually implement them.  In this episode, David Millay and Katie Rudy share some of their favorite resources and best practices to conduct an effective individual or team brainstorm session.  

We cover:

• Myths of Brainstorming
• Setting the stage and framework for the brainstorm
• Provocative prompting and challenging the status quo
• Defining success and following through on new ideas

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Have a topic you want us to go in on?  Reach out to us on Twitter @DavidMillay or @Katie_Rudy

Additional info on topics referenced in this episode:

IDEO U | 7 Simple Rules for Brainstorming
Mural: a digital, virtual collaboration tool
Understanding the 10 Types of Innovation
Thread: 6 Things Kids Know By Heart That Adults Forgot
Forbes: 9 Simple Tips for Leading Brilliant Brainstorms

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

The Great Resignation is affecting every industry and every organization.  In collaboration with our partners at Penn State, the EngageMint team recently led a management retreat to discuss the trends and solutions to turn the "Great Attrition" into the "Great Attraction". 

A more unorthodox episode, David Millay and Katie Rudy host a round table discussion with Christina Gatehouse, Assistant AD for Human Resources at Penn State to share key takeaways from the retreat. 

We break down the most surprising data trends in our research, the impressionable action steps from the retreat and how you could conduct a similar session in your organization.


Additional EngageMint Podcast Episodes referenced
Leadership Lessons from a Disney Legend w/ Lee Cockerell

Resources for Learning More
McKinsey: How companies can turn the Great Attrition into the Great Attraction
EngageMint: Understanding the Great Resignation and What You Can Do About It

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, 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 Notes

2:40     From Nursing to Founding Sold Out Seating

6:19     Applying Care Plans to Sales Strategies

7:46     Throwing Out the ‘100 Calls a Day’ Metric

12:52    Coaching Leaders to Coach Sales Staff

16:33    Holding Effective 1-on-1 Meetings

19:40   Shifting Mindsets from Service Staff to Sales Staff

24:28    Handling Customer Complaints

25:18   Offering Different Experiences for Different Customer Segments

30:02   Combating Staff Limitations 

34:20   Embracing Tech to Drive Business and Customer Experience

41:00    Building a Part-Time Sales Team

46:46   Kathy’s Favorite Sales Tactics

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Want more from Kathy?  Check out her blog or books:
Potato Chip Ticket Sales
Potato Chip Leadership Skills

Connect with Kathy on LinkedIn and Twitter

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

This episode is all about NFT's and why our host, David Millay, spent $13k on a single NFT.

It's a much more casual episode than usual with holidays upon us, and we invited some of David's friends from his Disney days to unpack why the hell he would make such an investment. 

We end up discussing the potential utility of an NFT, future potential use cases, and their potential role in fandom and the sports & entertainment industry.

Special thanks to Martin Graham and Jerome Scherwin for joining us!

Additional EngageMint Podcast Episodes on NFTs

$208k for a Lebron Replay? NFT’s explained 

How Fandom is Evolving w/ Zoe Scaman

All about NFT’s and Miami’s Canesvault 

Resources for Learning More

NFT Now 

NFT Case Studies

What is an NFT?

What is a DAO?

Mentioned in the Episode

CloneX NFT project

RTFKT Homepage

Why did Nike buy RTFKT?

RTFKT’s AR shoe project (Phygital) 

3lau’s Music NFT’s explained 

The Constitution DAO story and struggles

DAO buys Wu-Tang album for $4mil

Opensea.io

NBA Top Shot

Dapper Labs

Recur

Good Twitter follows in NFT space

@jarroddicker

@zoescaman

@mattmedved

@ballmatthew

@cdixon

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

Chief Experience Composer and Best-Selling Author Joey Coleman joins David to talk about how to “Never Lose a Customer Again.”  In this episode, Joey breaks down the 8 phases of the customer and employee experience from his book: Assess, Admit, Affirm, Activate, Acclimate, Accomplish, Adopt and Advocate.  Organizations often focus on a couple, but paying attention to all eight sequentially leads to retention, additional sales and referrals.

 
Show Notes

4:01    Get Straight As from Your Customers - the 8 Phases

11:50   Applying the 8 Phases to Different Customer Journeys

14:23   Fostering the Experience for the First Time Customer

18:41   Use Your CRM Tools to Tailor Your Communication

22:53   Investigate, Observe and Ask 

27:30   Peel Back the Curtain and Share Survey Data

33:11   Ignite Relationships with Current Customers

38:23   Get Straight As from Your Employees

48:32   Joey’s Savannah Bananas Experience

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For more insights from Joey, check out:

JoeyColeman.com
Never Lose a Customer Again

Listen to Joey’s podcast with fellow FTS guest Dan Gingiss - Experience This!

Connect with Joey on LinkedIn | Twitter

Bonus: Notre Dame and National Signing Day 2021

Learn more about the Savannah Bananas’ experience from owner Jesse Cole:

Ep. 14 - Fans First 

Ep. 44 - A Culture of Experimentation and Innovation 

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

The “Great Resignation” or “Great Migration” has incited a movement by employees to find roles where they feel valued and appreciated.  But not everyone wants to be recognized or shown appreciation in the same way.  In this episode, David sits down with Dr. Paul White, author of “The 5 Languages of Appreciation in the Workplace”, to talk about how to show appreciation for your staff in ways that are meaningful to them.  

Show Notes

2:55     Refocusing on Employee Engagement 

5:18      The Great Resignation or the Great Migration?

6:26      Recognize the Person, Not Just Their Work

8:41      Foundation for 5 Languages of Appreciation book

10:14   Words of Affirmation

12:39   Quality Time

13:55   Acts of Service

15:28   Tangible Gifts

17:28   Physical Touch

18:58   Learning Your Team’s Desired Language of Appreciation

21:33   Appreciation is NOT the Same as Recognition

24:08   The Correlation Between Profitability and Appreciation

26:19   Encouraging Appreciation Among Colleagues

28:24   Financial Impact of Replacing Employees

32:02   Generational Preferences in Recognition

35:21   3 Priority Groups to Recognize

36:47   Recognizing Underperforming Staff

42:59   Counter Opinions in Appreciation

45:15   Creative Demonstrations of Appreciation

For more on topics covered in this episode:

5 Languages of Appreciation in the Workplace by Dr. Paul White and Dr. Gary Chapman

Appreciation @ Work  |  Blog 

The 5 Love Languages by Dr. Gary Chapman

True Cost of Replacing an Employee

Want more from Dr. White?

Connect via Facebook | Twitter | LinkedIn | Dr. White LinkedIn

Email [email protected] with subject “Flip the Switch” to receive a free copy of Expanded Motivating By Appreciation report ($25 value) and a discount code to purchase the Appreciation evaluation.

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

This week on Flip the Switch, we are joined by Paula Courtney, CEO of the Verde Group.  Partnering with many Fortune 100 companies, the Verde Group brings unique methods to studying consumer behavior and improving the customer experience.  Rather than asking “How was your experience?” Paula and her team probe for customer dissatisfaction.  Their research has demonstrated that  innovating off of points of friction and restoring consumer confidence have a greater financial impact on organizations.  This episode dives into the five key elements of consumer choice, knowing your customer and maintaining their loyalty.

Show Notes

3:13  The “Re-Imagined Consumer” and their Revised Personal Purpose

6:43   The 5 Key Elements to Consumer Choice

11:36   Identifying Moments that Matter in the Experience

15:12   Factors that Influence Net Promoter Scores

17:28   Creating Actionable Insights > Measuring Attitudes

19:29   The Impact of Negative Experiences on the Bottom Line

24:06   Studying the “Wow” Factor

26:05   How Do You Want to Receive Customer Support?

28:22   The Only Currency That Matters

33:08   Unique Service Recovery Tools

36:21   The Customer Super Agent

40:54   Recognize, Not Reward Your Loyal Customers

44:54   Paula’s Billboard

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

The Verde Group

Verde Group Studies and White Papers

Consumers Aren’t Feeling the Love, Here’s How to Change That 

Exploring the Loyalty / CX Connection

The Great Payoff of Delivering Wow!

The Reimagined Consumer  

Connect with Paula via Twitter or LinkedIn and follow the Verde Group for more insights (Twitter | LinkedIn)

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

In this episode, David sits down with Shawn McIntosh, Charlotte FC’s Chief Fan Officer, the first role of its kind in any professional league.  Throughout the conversation, Shawn shares his strategies and tactics for building relationships with Charlotte FC supporters and community leaders and bringing that voice to the table in internal club meetings.

Show Notes

3:06        What is a Chief Fan Officer?

4:25       Sharing the fans’ voice with Charlotte FC’s senior leaders

7:29       Shawn’s background and fit for the Chief Fan Officer role

10:12    Bridging the gap between fan desires and business operations

12:39    Charlotte FC’s interview experience

15:46    Expectations of Charlotte FC’s corporate partners

17:54    Defining success and the vision for the Chief Fan Officer role

20:31    The Charlotte FC match day experience

23:05    Seeking inspiration outside of soccer

25:21    Incorporating the Charlotte culture into match day

29:13    Embracing transient cultures

31:26    Charlotte FC’s org chart and meeting routine

34:37     Engaging with Charlotte FC supporters

38:48    Trusting supporters with behind-the-scenes conversations

42:35    Fostering supporter to supporter connections

46:45    Charlotte FC’s Year One KPIs

50:55    Transparent conversations with staff and building culture

56:25   Shawn’s parting advice

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For the latest news on Charlotte FC, follow them on Facebook | Twitter | Instagram | YouTube
Connect with Shawn via email or on Twitter 

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

This College Leaders segment features Bryan Blair, Deputy Athletic Director and Chief Operating Officer at Washington State University.  In the four years that Bryan and his team have been in Pullman, they’ve worked to build a culture that highlights and celebrates what is unique about Wazzou.  Bryan and David hit on hiring coaches and staff that are cultural fits, embracing your identity and taking risks to move college athletics forward.

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Show Notes

2:31    Balancing Performance and Culture in Coaching Hires

6:21    Marrying a Coach’s Culture with the Department Culture

8:17     Defining Cultural “Fit”

11:25   Weaving Your Core Values Into Your Operation

13:56   Capturing What Works and Infusing a New Culture

15:25   Ingraining Your Purpose Statement in the Organization

16:28   Rallying Your Team Behind Your Mission

18:35   Embracing What Makes You Unique

25:41   Leaning Into NIL  

29:23   Equipping Your Team for Success

38:30   Bryan’s Billboard

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For more on topics mentioned in this episode:

Washington State’s Strategic Plan

The Ride of a Lifetime by Bob Iger

How is the Culture in Your Kingdom? - Listen to this Flip the Switch episode for more from Dan Cockerell

Connect with Bryan on LinkedIn, Twitter or via email!

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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