Flip the Switch by EngageMint

To design a first-class customer experience, it starts with the mindset, the stories we’re telling ourselves internally and the framework for how we’re viewing the world and aligning it with what we want to create for people around us.

In this episode, David sits down with Elizabeth Dixon, entrepreneur and business leader at Elizabeth Dixon Speaks.  Elizabeth has worked for or alongside several customer-centric organizations, including her current role of Principal Lead of Strategy, Hospitality and Service Design at Chick-fil-A corporate.  Combining best practices and insights from her career, Elizabeth shares the 5 key elements of a great customer experience. 

From mindset, we discuss the differences between service and hospitality, customer clarity, defining what makes your organization unique and innovating to meet customer needs.

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Show Notes

3:27    Applying Strategy and Design to CX

5:03    5 Key Elements of Great Customer Experience

6:52    Elizabeth’s Career Path through Chick-fil-A

7:53    The Difference Between Service and Hospitality

15:09  Choosing Your Mindset

22:15  Recovery Situations and Broken Processes

26:15  Disney and Ritz-Carlton’s Service Recovery systems

29:55  Create Your Culture

35:19  Know Your Customer

40:24  Define Your Differentiator

43:20  Pursue Innovation

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

ElizabethDixonSpeaks.com

Connect with Elizabeth on Instagram or LinkedIn

The Power of Customer Experience: 5 Elements to Make an Impact

A More Beautiful Question by Warren Berger

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/

Our first three-peat on the show, we welcome back Jesse Cole, owner of the Savannah Bananas.  In previous episodes, David and Jesse have jammed and brainstormed, but in this show, we unpack the Bananas’ 5-E-Framework that has propelled their Fans First model into a global phenomenon.  What the Bananas lack in detailed processes and metrics, they make up for in intentionality, in-depth knowledge of their product and fans and the impression they leave through every step of the in-person and virtual experience.  

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Show Notes

4:04    Fans First: The Savannah Bananas Story

5:08    Capturing the World’s Attention

10:47  Balancing Attention and Intention

12:49  The 5 E Framework 

13:16  Eliminate Friction - What Hurts the Most

20:01  Make the Small Bets

21:52  Entertain Always - How You View Things is How You Do Things

23:43  The Last Impression

29:34  Experiment Constantly

33:11  Collecting Data and Feedback

35:48  Undercover Fans

38:11  Engage Deeply

45:19  Empowering Action

49:23  “The First Fan is Yourself”

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Want more from Jesse Cole and the Savannah Bananas?

Books:
Fans First: Change The Game, Break the Rules & Create an Unforgettable Experience
Find Your Yellow Tux: How to Be Successful By Standing Out

Connect with Jesse: Twitter | LinkedIn

FindYourYellowTux.com |  Business Done Differently Podcast

Follow the Savannah Bananas: Facebook | Twitter | Instagram | TikTok | YouTube

Check out Jesse’s other appearances on Flip the Switch:

Episode 14: Fans First

Episode 44: A Culture of Experimentation and Innovation

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/

Customer service training shouldn't be something you have to do, but something you get to do, to empower the event staffs that serve your fans and represent your brand.  

In this episode, David Millay and Katie Rudy break down the the key components, resources and best practices to running a more captivating training.

We cover: 

• In-person vs. virtual formats
• Training mindsets 
• Inspirational vs. instructional content 
• Who should be invited and ideal activities for different sized-groups 

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Inspired to transform your training?  Get started with this event staff service training toolkit, chock full of the components to include, event checklists and email templates.  

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/

Similar to the passion fans have for Disney, young kids and adults alike have deep emotional connections with LEGO.  In this week’s episode, James Gregson, creative director for LEGO Group’s internal creative agency, breaks down the content strategies that elicits that fandom and helps “inspire the builders of tomorrow.”    

The conversation covers the product partnerships and user-generated content that LEGO utilizes to strengthen relationships and bring new fans into the ecosystem and the creative process James’ team employs to build campaigns.

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Show Notes

2:34    From Social Strategy to Full Content Strategy

5:37    Creating Impactful Content

8:20    Designing Content for Niche Audiences

10:07  Using Content to Attract New Fans

16:02  Defining Success in Campaigns

20:05  Campaigns with Unexpected Results

24:30  Encouraging Play within Adults

28:07  Crowdsourcing New Product Ideas

33:17  Creator and Influencer Partnerships

37:50  LEGO’s Brainstorming Process

45:18  Parting Advice

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For more on topics covered in this episode:

View LEGO Content on Twitter | Instagram | YouTube | LEGO Ideas

LEGO Fans’ Product Ideas 

LEGO Collaborations: Target | Adidas All-Star

Carolina Panthers’ 2022 Schedule Release

Episode 105: Storytelling and Personifying a Brand Voice w/ Amie Kiehn 

Connect with James on Twitter and 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/

The terms “customer-focused” and “customer-centric” are often used interchangeably, but there are distinct differences from how an organization is culturally structured to how they serve their customers.

In this week’s episode, Annette Franz joins David Millay to discuss her latest book, “Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business” and the 10 principles to become a more customer-centric organization.

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Show Notes

2:20     Customer-Focused vs. Customer-Centric Organizations

4:37   Where Customer-Focused Organizations Fall Short

8:05     Making the Flip to Being Customer-Centric

13:35   The 10 Principles of Customer-Centric Organizations

22:12   Emphasizing Principle 1: Culture is the foundation (core values + behaviors)

27:06  Emphasizing Principle 2: Leadership commitment and alignment are critical to success

31:46   Emphasizing Principle 3: Employee experience - employees must be put more first

35:15  The Importance of Servant Leadership

40:57   Aligning Product Offerings with Customer Wants - What Problem Are You Solving?

45:33   Customer Acquisition vs. Customer Retention and NPS

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For more on the topics we covered in today’s episode:

Check out Annette’s books - 

Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business)

Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business

From Built to Win - 10 Principles That Ensure Customer-Centricity

1. Culture is the foundation (core values + behaviors)
2. Leadership commitment and alignment are critical to success.
3. Employee experience: employees must be put more first
4. People come before products. 
5. People come before profits.
6. People come before metrics. 
7. Customer understanding is the cornerstone.  
8. Governance bridges organizational gaps. 
9. Outside-in thinking and doing vs. inside-out thinking and doing are core.
10. The Platinum Rule over the Golden Rule.  Dr. Tony Alessandra’s Platinum Rule Concept - Treat others the way they want to be treated.

Everybody Matters by Bob Chapman

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/

Nick Lawson, Co-Founder and CEO of SQWAD rejoins the podcast to discuss the current state of the digital space, sponsorship activations and fan engagement.  With much to cover, we split this conversation into two episodes.  Listen to the first episode here.

In part two, we jump back into the conversation with David Millay and Nick discussing the problems with sponsorship and the deep dive that SQWAD has done to solve them.  This episode features strategies and tactics to help organizations and sponsors develop successful campaigns that meet the four steps of awareness, engagement, action and retargeting.  

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Show Notes

0:00   Introduction

2:00   The Problems with Sponsorship

6:34   Best Practices in Sponsorship Retargeting

16:02  Cracking YouTube for Views

21:33  Building Fans Through YouTube Highlights

24:36  Engaging Sponsors in NFTs

30:24  Repurposing Stadiums into Digital Playgrounds

34:16  Connecting with Fans Outside of the Stands

37:34  Augmented Reality vs. Virtual Reality

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For more info on the topics covered in this episode:

Nick’s Other Flip the Switch Appearances -
Episode 17: Sponsorship that Engages, Not Distracts

Episode 110: Driving Deeper Engagement Through Digital Activations (Part One) w/ Nick Lawson

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Episode 27: Merging Physical & Digital Worlds w/ Javier Martinez Garcia

SQWAD | Twitter | LinkedIn

Reimagined Football Challenge

Dunkin’ Coffee Race 

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Connect with Nick 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/

Nick Lawson, Co-Founder and CEO of SQWAD, joined David Millay on Flip the Switch on March 1, 2020 to discuss the role of digital activations in sports sponsorship.  Just two weeks after, that episode became a playbook as sports leagues and teams turned to digital and virtual platforms to engage brands and fans throughout the pandemic.  

Two years later, we invited Nick back to discuss the current state of the digital space, sponsorship activations and fan engagement.  With much to cover, we split this conversation into two episodes.

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Show Notes

0:00   Introduction

4:30   “Reimagine Football” Challenge Win

7:09   SQWAD’s FanTile Activation Tool

14:47 The Context of Sponsorship - Goodwill vs. Efficiency

22:42  In-Venue Promotions and the Overall Fan Experience

28:47  Ads and Sponsorship That Resonates

41:03   Identifying the Sponsors’ Goals

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For more info on the topics covered in this episode:

Nick’s First Appearance - Episode 17: Sponsorship that Engages, Not Distracts 

SQWAD | Twitter | LinkedIn

Reimagined Football Challenge

Dunkin’ Coffee Race 

Connect with Nick 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/

In today’s episode, David is joined by Len Perna, Chairman and CEO of TurnkeyZRG.  Having managed more than 1,400 executive searches, from coaches to middle management to executive leaders, Len shares how his talent advisory firm aligns clients on strategy and cultural fit with the current marketplace, the key attributes they look for in leaders and the “Moneyball” methodology they use to evaluate candidates.

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Show Notes

2:54   Evolution of TurnkeyZRG

5:02   Solving People Problems

6:55   Integrating a New Leader in the Culture 

9:14   Identifying Candidates to Fit Future Cultures 

10:36  The Key Leadership Attribute: Self-Awareness

16:23  Importance of Role Clarity

20:42  Hiring Internal vs. External Candidates

23:31  Evolving Leadership Skill Sets

27:09  Executive Search Interview Structure

32:40  A Placement That Didn’t Work

36:23  Making Calculated Out-of-the-Box Hires

40:48  Building the Future Front Office / Athletic Department

44:39  Capturing TurnkeyZRG’s Attention During Searches

48:00  Len’s Parting Advice

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For more on topics covered during this episode:

TurnkeyZRG
MarketCast
Brimstone Consulting
Walking the Talk | 6 Archetypes of Culture

Connect with Len via 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/

Salary increases and rewards have their place, but to inspire connection and tenure with your employees requires more. In this episode, David Millay and Dr. Scott Rigby, Founder and CEO of Immersyve and MotivationWorks, dive into self-determination theory, employees’ three basic needs and the obstacles employers must overcome to motivate their teams long-term.  

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Show Notes

2:41   Background on Immersyve 

4:35   Self-Determination Theory

6:33   Motivation Myths

10:00   The Need to Believe

14:12   The Need to Belong

15:21   The Need to Succeed

17:10   Connecting Purpose to Individual Tasks

22:34   Obstacles to Creating a Space of Belonging 

28:49   Overcoming Challenges to Succeed

30:53   Promotions vs. Skill Growth

33:38   The Fundamental Shift in Employee Engagement

38:59   Motivating Employees Working Remotely

42:09   “ROW” Workplaces

44:03   Countering Arguments Against Reward Structures

47:32   Rewards vs. Recognition

51:15   Scott’s Billboard

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For more information on the topics covered in this episode:

Immersyve 

How to Stop Engagement Benchmarks from Hurting Employee Engagement

Think Like Amazon: 50 1/2 Ideas to Become a Digital Leader by John Rossman

Connect with Scott via email or on LinkedIn | Twitter 

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 power of community emerges when companies embrace the directional relationship members form not just with their brand, but with other members.  In this episode, Christina Garnett, senior marketing manager for offline community and advocacy at HubSpot, joins David to talk about the magic of tapping into common passions and making your fans the hero of the story. 

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Show Notes

2:21  Community vs. Audience

4:47  The Road to HubSpot

8:59  Gleaning Community Insights from Gary V

11:54  Bored Ape’s Country Club

13:59  The HubFans Community 

15:20  The Hierarchy of Community Needs

18:44  Showing Raw Emotions

24:29  Categorizing and Rewarding HubSpot Fans

27:38  HubSpot Inbound Correspondents

31:48  Turning Internal Needs into External Opportunities

35:26  Bringing Your Fans Closer

39:41  Magic of Social Listening

43:14  The Little Moments That Matter

44:14  Ask Your Fans What They Want

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For more about topics covered in this episode:

HubSpot CRM Platform

HubFans: HubSpot’s Advocacy Program

Christina’s Hierarchy of Community Needs

Connect with Christina on Twitter

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 last two years, individuals have challenged the traditional scripts of career paths, a factor contributing to the Great Resignation. On today’s episode, we sit down with Paul Millerd, a solopreneur and author of “The Pathless Path: Imagining a New Story for Work and Life.”  Since leaving his corporate consulting career, Paul has studied the concepts behind burnout, work-life balance and the economic impact on the current job market.

This episode provides insight to employees willing to leave full-time jobs to explore and experiment and how you might be able to retain them and increase their value to your organization.

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Show Notes

3:02   Background to “The Pathless Path”

4:41    Wonder vs. Comfort

8:22    Conquering Fears

10:00    The Economic Reasons Why “It’s Not Worth It”

14:06     What is Work?

17:39    The True Cause of Burnout

21:06    Purpose is Personal

26:19    Defining “Enough”

31:10   The “Script of Success”

33:09    Defining Success in Creative Work

38:08    Rewriting the Script as Leaders

42:39    Defining Output

44:44    Paul’s Billboard

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For more on the topics we covered in this episode:

Learn more about Paul’s journey and research -

Book: The Pathless Path

Podcast: Reimagine Work

Writing: Think Boundless

Connect with Paul on LinkedIn or Twitter

Google’s 80/20 rule

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 are joined by Amie Kiehn, Social Leader and Head of Community for Gondola.  During Amie’s time with the Carolina Panthers, she cultivated a brand personality across their social media platforms with a voice known for its wit and snark.  Rather than just focusing on events, Amie and her team connected with fans by listening to the community and experimenting with creative content and comments on other viral posts. 

We cover everything from brand personas, content calendars (or lack thereof), understanding the creative process and "work-life balance."

Show Notes

3:56       Punking Her Way Into Social Media 

8:31       Humanizing the Panthers’ Social Voice 

13:16    Prioritizing Social Content and Saying No

17:15     What Content Calendar?

19:49     Just Try It!

32:43     Misunderstood Aspects of the Creative World

35:08     Content Creators are Your Brand Ambassadors

40:28     That Elusive “Work-Life Balance”

46:32     Parting Advice: Managing Creatives

For more on info on topics covered in this show:

Carolina Panthers social media (Facebook | Twitter | Instagram | YouTube | TikTok)

Gondola - Show Off the Content You Make

Connect with Amie on Twitter | LinkedIn

Shout out to Neil Larson, Detroit Lions (Twitter | 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/

It’s not every day we are turning to global debt collection companies for inspiration.  Today’s episode features InDebted CEO Josh Foreman.  Josh had a vision for creating a customer-centric debt collection agency and the organization has more than 2,000 5-star reviews on Google.  While we dig into some of the strategies and tactics that led to those reviews, this conversation largely focuses on the employee experience.  In September 2021, InDebted moved to a 4-day, 32-hour work week.  We provide a full roadmap for implementing the asynchronous work schedule in your organization.

Show Notes

2:51   Background on InDebted

4:39   Meeting Your Customers Where They Are

5:52   Staying Up on Consumer Trends

7:23   Giving a Debt Collector Positive Reviews?

9:38   Leveraging Technology to Deliver Customer Service

11:42    Differentiating InDebted’s Employee Experience

14:15   Piloting the 32-Hour Work Week

16:37   Countering the “Decreased Productivity” Argument

18:39   Setting Company Goals

21:43   Asynchronous Work

24:24   Balancing 32 Hours and Getting the Job Done

28:21   Pulse Checks

33:14   The Great Attraction

37:47   Remote Working Stipends

42:41   Parting Advice

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For more information on topics covered in this episode:

About InDebted 

Connect with Josh on LinkedIn

Loom: Async Video Messaging

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 become the digital leader and business disruptor Amazon is today, the company has firmly operated on 14 leadership principles.  First and foremost, they are driven by customer obsession.

This week, we are joined by John Rossman, managing partner of Rossman Partners, author and keynote speaker.  John spent nearly four years as an Amazon executive, responsible for launching and scaling the merchant integration team and Amazon Marketplace business, which accounts for more than 50% of all units sold on Amazon.com. Since leaving, he has helped organizations understand the strategies and core principles that propelled Amazon to success.

Before you think “this isn’t applicable, I don’t have Amazon’s staff or budget", the tangible tactics can be applied to help businesses of all sizes excel.

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Show Notes:

2:44    Background to John’s Books

6:02    Debunking the “I’m Not Amazon” myth

9:14    5 Primary Lenses to Apply Digital Frameworks

12:09   Speed vs. Agility

14:44   Applying Amazon’s Leadership Principles to Decision Making

17:33   Customer Obsession

18:09   Are Right, A Lot

20:18   One-Way Doors vs. Two-Way Doors

21:12   Have a Backbone, Disagree and Commit

24:04   “Best Customer Service is No Customer Service”

28:55   The Empty Chair at the Table

32:21   Amazon Prime is a Loyalty Program that Doesn’t Feel Like One

34:49   Dive Deep

38:48   Amazon’s Annual Planning Process

43:55   Achievable vs. Stretch Goals

45:09   Deliver Results

46:33   Uncontrollable Outputs vs. Controllable Inputs

49:21   Objectives and Key Results

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For more info on topics covered in this episode:

John’s Books

The Amazon Way on IoT: 10 Principles for Every Leader from the World's Leading Internet of Things Strategies

Think Like Amazon: 50 ½ Ideas to Become a Digital Leader

The Amazon Way: Amazon’s 14 Leadership Principles

Subscribe to John’s newsletter - The Digital Leader Newsletter and check out his website,

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/

Recently, we hit 100 episodes of Flip the Switch.  In this bonus edition, David Millay and Katie Rudy issue superlative awards to their favorite takeaways and break down the trends, experiments, and leadership lessons that have influenced their work with EngageMint. 

*We’re a little off on some numbers in the episode but we have them all linked here*

Most Fun: 

Jesse Cole - Ep. 14 Fans First | Ep. 44 A Culture of Experimentation

Rachel Jacobson - Ep. 65 High Speed, High Tech and High Growth

Taught Us the Most:

Peter Sorckoff - Ep. 82 Studying the Subconscious and Emotions of Fandom

Nick Lawson - Ep. 17 Sponsorship that Engages, not Distracts

Most Nervous to Record:

Scott O’Neil - Ep. 88 Being Present, Authentic and Intentional

Quint Studer - Ep. 34 From Patient Experience to Fan Experience

Jared Spataro - Ep. 38 Modern Work and Digital Experiences

Lee Cockerell - Ep. 55 Leadership Lessons from a Disney Legend

Most Personal Episodes:

Mike Millay - Ep. 30 The Business Behind ESPN Wide World of Sports Part One | Ep. 31 Part Two

Rob Temple and Rick Jones - Ep. 59 Finding the Right Sponsorships for YOUR Fans

Most Underrated Episode (seriously, listen to this one!)

Steph Smith - Ep. 50 Designing Effective Remote Work Teams

Single Frameworks That Impacted Us the Most:

Think of Stadiums Like “Town Halls” - Nick Sautner Ep. 72 Enhancing Stadium Experiences Beyond Game Day

“What Would Joy Do?” - Steven Van Bellegham Ep. 48 The Future of Customer Experience

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 we think about the fan experience today, it’s not just about their experience at a live event but how they interact directly and indirectly, how they engage and connect with your brand emotionally 24/7.  

This episode, we are joined by rising star Zhaneé Anderson from the University of Texas creative team.  Throughout the conversation, David and Zhaneé touch on creating for different brands and audiences, developing emotional engaging stories and infusing personal styles into content.  

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Show Notes

3:12   Learning About a Brand’s Voice and Audience

8:01   Balancing the Workload and Time Management

9:44    Managing Content for the UT Brand vs. Individual Teams

12:45    Creating Content for Specific Audiences

15:43    Everything’s Content

18:35    Providing Access through Social

21:59    Striking Compromises and Deciding What’s Feasible

23:50    Emotion > Quality Content

26:57    Using Content to Drive Real Conversations

35:23    Infusing Personal Creativity into Content

39:15    Moving Beyond The “Intern Running Social Media”

41:31    Zhanee’s Billboard

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For more information on topics covered this episode:

Check out some of Zhanee’s work: 

Texas’ Real Conversations - Black History Month

Texas Women’s Soccer: Facebook | Twitter | Instagram 

Connect with Zhaneé on Twitter | LinkedIn

Our other Longhorn podcast:

Ep. 2 -  How Emotional Connections Lead to Economic Outcomes w/ Drew Martin

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Want more from EngageMint? Sign up for our weekly newsletter.

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/

A perfect fit for our 100th episode, guest Joe Moglia brings best practices and leadership insights from a unique career in football and the private sector.  Joe spent 16 years as a coach, became a business leader for Merrill Lynch and TD Ameritrade and served as CEO of TD Ameritrade for 7 years, before heading back to the football field to be head coach at Coastal Carolina.  He currently holds the titles of Chair of Athletics and Executive Director for Football for Coastal Carolina.  This episode covers his “BAM” leadership philosophy, the current state of college athletics and how it can better align with the business world.  

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Show Notes

4:02  What is an Executive Director for Football?

6:23   Joe’s “BAM” philosophy

9:16   Enforcing Standards & Accountability

16:28   Providing the Right Incentives

19:20   Creating Non-Traditional Incentives

21:56   Operating the NCAA like Corporate America

30:38   Designing a new Athletic Department

34:23   Responsibilities vs. Titles

37:55   Intrinsic and Extrinsic Motivations

39:55   Adapting Leadership Styles to Learning Styles

47:26   Prioritizing Workloads

52:10   Joe’s Favorite Mentors

55:31   Learning from Failure

58:54   Joe’s Billboard

—-- 

For more leadership insights from Joe Moglia, visit Moglia.com and check out his books:

Coach Yourself to Success: Winning the Investment Game

The Perimeter Attack Offense: The Key to Winning Football 

Connect with Joe 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/

It’s Super Bowl week and 70,000 fans will fill SoFi Stadium for that “bucket list” experience. The average sports fan may not witness a World Series, College Football Playoff or Super Bowl in person.  In this episode, David Millay and Katie Rudy discuss some of their favorite sporting events and how a focus on hospitality, premium spaces, concessions offerings and pregame shows can turn an ordinary game into an extraordinary experience.  

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

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/

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

—-

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

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