Flip the Switch by EngageMint

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 Pa

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

Previously 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.

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2:29     Creating Superfans Podcast

6:53     SUPER Framework Overview

9:57     Ladder to Superfandom (Customer Apathy)

19:57   STORY framework

25:04   Getting to Know Your Customer’s Story

28:13   Digging into Customer Struggles

30:42   Pitching the Transformation

33:41   Simplifying Journey Maps

41:05   Measuring the Customer Experience (CSAT and EgR)

45:18   Prioritizing the Employee Experience

48:20   The Platinum Rule

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For more from Brittany on Creating Superfans, check out:

BrittanyHodak.com

Purchase Creating Superfans: How To Turn Your Customers Into Lifelong Advocates

Listen to the Creating Superfans Podcast

Subscribe to the Creating Superfans newsletter

Brittany's Twitter | LinkedIn

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Listen to Brittany’s previous appearance:

Episode 66: Cultivating SUPER Fans

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

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 your focus. What makes you happy.  But more importantly, it’s about turning your purpose or purposes into something actionable and making them matter.  After helping thousands find their purpose through her companies Ning and Mighty and her Community Design course, CEO and Founder of Mighty Networks Gina Bianchini joins the show to discuss the frameworks to finding purpose and manifesting it as a future story from her new book, Purpose: Design A Community & Change Your Life.

4:04    What is Purpose?

10:01    Key Insights Around Purpose

14:53  The Purpose 30 Challenge

21:58  The Intersection of Purpose and Community

27:00  How to Host a Community

33:46  Design and Scale Culture, Not Just Community or Content

37:15  Manifesting Your Future Story

43:31  Identifying Ideal Community Members

49:37  5 Elements of Community Design

56:59  Building Community within an Existing Audience

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For more on topics covered in this episode:

To purchase Purpose: Design a Community & Change Your Life, check out Purpose.co 

Connect with Gina via email | Twitter | LinkedIn

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Other books referenced

The Name of the Wind by Patrick Rothfuss

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Join the Sports Learning Online community

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

Following a 20-year career at Disney, Dennis Snow identified 10 key lessons that all organizations could follow to achieve the same success in customer service and company culture.  Since leaving the magic, Dennis has spent the last 23 years inspiring organizations on how to adapt those 10 lessons and apply the core service principles to their operation.  

In this episode, we unpack the lessons from his two books, “Lessons from the Mouse: A Guide for Applying Disney World's Secrets of Success to Your Organization, Your Career, and Your Life” and “Unleashing Excellence: The Complete Guide to Ultimate Customer Service”.

Show Notes

3:40     More Than a Summer Job

6:56     Empowering the Magic

10:33   Lessons from the Mouse

12:40   Everyone Has a Customer

13:35   Don’t Be a Customer Service Robot

19:14   Figure Out What Ticks Off Your Customers

28:01   Language Matters

35:04   Hiring vs. Coaching Empathy

37:41   Unleashing Excellence and the Service Improvement Team

41:29   Internal Improvements vs. External Training

44:38   Accountability

48:03   Drafting Job Descriptions

50:58   Onboarding and “Brag worthy” First Days

59:11   Define What the Experience Should Be

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For more information on topics covered in this episode:

Connect with Dennis

Snow Associates | Email 

Dennis’ books

Lessons From the Mouse: A Guide for Applying Disney World's Secrets of Success to Your Organization, Your Career, and Your Life

Unleashing Excellence: The Complete Guide to Ultimate Customer Service

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

The baseball business is a relationship business and has the same core values as any other hospitality industry.  It’s a practice that Eric Weisberg preaches as the Vice President of Fan Experience.  In this episode, Eric discusses the influences roles with Disney and the Kansas City Zoo has on his career in baseball, his “Fan Host for a Day” program and how to show up for a job in the sports industry.  

Show Notes

3:43     Eric’s Career Journey to Tampa

11:09   Hiring for Skill Sets over Industry Experience

13:44   Fan Host for a Day

21:02   From Negative Experience to Brand Ambassador

26:45   Reviewing the Savannah Bananas

32:12   The Tech Driving the Future MLB Fan Experience

34:27   The Effect of Promotions and Theme Days

43:07   Influencing the Fan Experience Vision Across Departments

45:45   The Best Fan Experience: Naturalization Ceremony

48:46   Breaking Into the Industry

55:46   Parting Advice: Place Emphasis on the Staff

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Connect with Eric via email

Join Sports Learning Online -  a cross-functional community of sports business professionals coming together to share best practices and foster professional development.

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

In this episode, we’re joined by Lisa Holladay, Chief Experience Officer at Tiger 21, a high wealth membership organization.  Lisa has spent her career in service hospitality, with stops at Mercedes-Benz and Ritz-Carlton.  By viewing customers as owners, guests or members, each of these brands have created more personal relationships, resulting in more memorable experiences.  

We break down the principles that make these brands synonymous with guest experience, from their customer framework to the strategies that empower staff, encourage trust and enable transparency within the memberships.  

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Show Notes

3:12    Lisa’s Career “Homes”

6:00    Guests vs. Owners vs. Members

8:09    From Rational to Emotional Purchases

9:47    What is Tiger 21?

15:18  It’s the Little Things That Matter 

20:38  Curating Trust and Transparency in Community

26:28  KPIs to Building a Successful Community

29:30  Recognizing Loyalty

34:16  Joshie the Giraffe and Empowering Staff

40:00  The Value of Kudos

41:28  Linking Experience to Brand Promise

46:35  Hot Take: Don't Fake It ‘til You Make It

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For more on topics covered in this episode:

Tiger21

Ritz-Carlton and Joshie the Giraffe

Connect with Lisa on LinkedIn or Instagram

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

In 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. 

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Show Notes

2:52     The CF Community Bar Crawl

7:12     Social Penetration Theory

8:52     Social Cliches

10:40   Getting and Giving Opinions

13:55   Sharing Brand Feelings

18:06   Embracing AI in Marketing

19:13   Demonstrating Brand Values and Personality

29:03   Conversations That Connect

31:07   Digital Customer Journey Flywheel

34:11   Attribution Models

35:31   Social Led Customer Care and Social Media Listening

40:38   Preparing for Primarily Social Media Customer Service

45:10   SEO is not dead

46:36   Acquiring New Customers through Social Listening

50:27   Social Media Manager Role Clarity

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For more information on the topics that we covered today:

Read Conversations That Connect

Check out Brooke’s work at BSquared.Media

Follow Brooke on Twitter or LinkedIn

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

To 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 and strategies for successful change management.

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Show Notes

3:47     “Offensive Coordinator” Show Calling

8:33      The Need for the Whiteout

11:30    Selling before Social Media

13:48    Communicating the Vision & Benefits in Change Management 

18:26    Expanding the Whiteout Stadium-wide

20:45    Holding Back on Change

23:11    Applying the ‘Playbook’

29:11    Combating Falling Attendance Numbers

32:56    The Pain Points in the Fan Experience

37:32    The Impact of Parking

40:19    Making the Perimeter Something That Happens

45:09    Perfecting the Current Experience

47:55    The Ramp Up to Kickoff 

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For more information on topics covered in this episode:

ESPN College Game Day feature: The Origin of Penn State’s Whiteout

America’s favorite family outings are increasingly out of reach

GConsultsU.com

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

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 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.  

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Show Notes

2:35     About Exemplify and the Retention Funnel

3:59     Working Backwards - The Ideal Customer Experience

7:49     The 7 Phases of Customer Retention

11:32  Solving a Problem - Known and Unknown

16:15  Creating a Tangible “Unboxing” for Experiences

20:43  Overcoming Buyers’ Remorse

23:42  Giving Customers More 

25:49  Driving Customer Loyalty

29:19  Inciting Loyalty through Social Media

32:45  The Cost of Retention vs. Acquisition

38:28  Cultivating Brand Advocates

41:08  The Value of Service Recovery

43:43  Hot Takes 

46:30  Parting Advice

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For more info on topics covered in this episode:

Connect with Ed on LinkedIn 

Learn more about Exemplify | 7 Steps to Customer Longevity 

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

Today’s guest is Phill Agnew, a senior product marketing manager at Buffer.  After struggling as a marketer in his early career, Phill discovered behavioral science and started applying psychology principles to improve his work. From distinctiveness, social proof, primacy effect and framing, Phill developed the Science of Marketing course and The Nudge Marketing Podcast to help others understand how to boost their marketing strategy.

This episode explores key strategies to apply in each of the sales funnel phases - awareness, consideration, acquisition and retention. 

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Show Notes

2:42    Breaking Down the Nudge Marketing Podcast

5:08    The Framework to the Science of Marketing Course 

6:58    Awareness and Countering the Sea of Sameness 

13:23  Consideration and Social Proof

16:37  The Scarcity Impact

23:19  Reciprocation in Acquisition

31:59  Choice Overload and Simplifying Decision-Making

39:19  The Pratfall Effect and Highlighting Your Flaws

47:30  The Replication Crisis

49:57  Phill’s Parting Advice on Consumer Psychology

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For more on topics covered in this episode:

Follow Phill on Twitter | LinkedIn

Subscribe to the Nudge Podcast

Subscribe to Phill’s Newsletter

Check out The Science of Marketing course

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Dr. Robert Chaldini - Influence at Work

Pret a Manger’s “Random Acts of Kindness” 

Sweden’s Speed Camera Lottery

@ShitLondonGuinness 

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

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 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 retreats
• Establishing success metrics
• Evaluating realities of your industry
• The role of a facilitator

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To find out how we can help you reframe your staff retreat and set a new path for the year, email David or Katie for a free strategy call.

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Other topics referenced in this episode:

Greg McKeown: Where You Learned to Handle Conflict

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

Taking a non-traditional exploration of fandom, today’s episode features Jodi Eichler-Levine, who studies the parallels between classic religions and fan cultures.  After learning of Jodi's research from her a Twitter-trending analysis on “Disney adults” or “Disney-files”, David and Jodi take a deeper dive into the principles that Disney has utilized to create evangelists of their brand and the strategies and tactics brands can adapt to their organization to inspire their own fanatics.  

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Show Notes

3:52      The Foundation of Jodi’s Research

6:00      The 3 Parallels

7:28      Story

12:11   Core Memories with Disney

14:41   Transitioning Into the Story Through Theme Parks

16:00   Ritual

19:43   Creating an Environment for Individual Rituals

22:41   The Emotions of Being a Fan

25:56   Merchandise and Souvenirs as an Amulet

30:20   Community and Collective Effervescence

33:07   Creating a Environment for Community 

34:33   The Magic in runDisney Races

46:52   The Diversity of Disney Fans

49:39   Journeying to Marceline, Missouri, Walt Disney’s hometown 

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For more information on the topics covered in this episode: 

Follow Jodi on Twitter and check out her website

Once Upon a Time - the Twitter thread that started it all 

“The Gospel According to Disney” by Mark Pinsky

Disney Pin trading

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

Before the “driveway to driveway” customer journey begins, there’s the whole buying process.  What prompted the customer to consider your brand, product or service? What motivated them to complete the purchase?  

This week, we’re jumping into the psychology behind why people buy with Katelyn Bourgoin, CEO of Customer Camp.  Katelyn and David hit on the journey before the journey, the four key trigger events that lead to purchases and solutions companies have created by truly listening to their customers.

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Show Notes

0:00    Introduction

2:30    The Golden Nugget - Review Mining

5:54    Customer Camp Background

8:55    Marketing Takeaways from an Old School Alarm

14:21  Building Trust with New Customers

17:54  Creating “Instagrammable” moments

20:33  The Trigger Events

28:47  Understanding Who Customers Are and What They Want

35:34  Targeting Customers on Jobs to be Done

45:13  The Biggest Misunderstanding - We Aren’t Rational

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For more information on topics covered in this podcast:

CustomerCamp.co

Follow Katelyn on Twitter and subscribe to her newsletter

Clay Christensen | The Theory of Jobs to be Done

Other Flip the Switch podcasts referenced - 

Ep. 115: How the Savannah Bananas Create the ‘Greatest Show Possible’ w/ Jesse Cole

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