Best EngageMint Podcasts (2024)

1
Portals: The Best Tool to Reduce Friction in Your Customer Journey 55:52

5M ago55:52

55:52

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 davidm@engagemintpartners.com — Show Themes: Humor in Marke…

1
The Secret Strategy Disney Uses to Create Fans 9:27

5M ago9:27

9:27

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 connec…

1
Never Lose an Employee Again w/ Joey Coleman 1:17:27

1y ago1:17:27

1:17:27

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 bu…

1
Driving Change through AR, VR and Human-Centered Design w/ Steven King 55:24

1+ y ago55:24

55:24

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 e…

1
Measuring Burnout and Workaholism in College Athletics w/ Matt Huml 47:49

1+ y ago47:49

47:49

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 Remo…

1
How Mentor Managers Inspire Employees to "Love it Here" w/ Clint Pulver 50:01

1+ y ago50:01

50:01

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.” ----- 2:24 The Undercover Millennial Program 5:49 Behind t…

1
Influencing the Guest Experience from the Frontlines w/ Vanessa Ward 55:18

1+ y ago55:18

55:18

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 expe…

1
Developing Personal Brands to Build Bigger Communities w/ Preston McClellan 54:57

1+ y ago54:57

54:57

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 di…

1
Storytelling and the Science of Cool (Part 2) w/ Troy Campbell 39:05

1+ y ago39:05

39:05

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 ca…

1
Storytelling and the Science of Cool (Part 1) w/ Troy Campbell 44:04

1+ y ago44:04

44:04

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 powe…

1
Discovering the STORY Behind Superfandom 51:38

1+ y ago51:38

51:38

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…

1
Finding Purpose and Building a Community w/ Gina Bianchini 1:02:13

1+ y ago1:02:13

1:02:13

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 compa…

1
Secrets to Success in Customer Service and Company Culture w/ Dennis Snow 1:02:50

1+ y ago1:02:50

1:02:50

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 opera…

1
Bringing Greater Hospitality to the Ballpark w/ Eric Weisberg 57:45

1+ y ago57:45

57:45

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…

1
How to Intentionally Serve Your Premium Clients w/ Lisa Holladay 51:24

2y ago51:24

51:24

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 mo…

1
Cultivating Meaningful Conversations Through Social w/ Brooke Sellas 55:22

2y ago55:22

55:22

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 boo…

1
Inspiring Impactful Change w/ Guido D'Elia 51:49

2y ago51:49

51:49

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 Dir…

1
How to Incite Loyalty and Increase Customer Retention w/ Ed Frame 50:05

2y ago50:05

50:05

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 Cu…

1
The Simple Science Behind Successful Marketing Strategies w/ Phill Agnew 53:53

2y ago53:53

53:53

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 Nu…

1
Reframing Retreats & Resetting Your Operation w/ David Millay and Katie Rudy 25:07

2y ago25:07

25:07

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 a…

1
The Parallels Between Rabid Fandoms and Religions w/ Jodi Eichler-Levine 57:39

2y ago57:39

57:39

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 utilize…

1
What Drives Customers to Buy w/ Katelyn Bourgoin 49:04

2y ago49:04

49:04

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…

1
The 5 Key Elements Impacting Powerful Customer Experiences w/ Elizabeth Dixon 49:32

2y ago49:32

49:32

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.…

1
How the Savannah Bananas Create the 'Greatest Show Possible' w/ Jesse Cole 53:15

2y ago53:15

53:15

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…

1
Creating a More Captivating Customer Service Training w/ David Millay and Katie Rudy 30:41

2y ago30:41

30:41

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 …

1
The Building Blocks of LEGO's Content & Fandom Strategy w/ James Gregson 47:01

2+ y ago47:01

47:01

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 …

1
How to Become Customer-Centric vs. Customer-Focused w/ Annette Franz 51:52

2+ y ago51:52

51:52

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 Driv…

1
Driving Deeper Engagement Through Digital Activations (Part Two) w/ Nick Lawson 44:50

2+ y ago44:50

44:50

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 prob…

1
Driving Deeper Engagement Through Digital Activations (Part One) w/ Nick Lawson 48:17

2+ y ago48:17

48:17

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 late…

1
Aligning Strategy, Culture and Leadership w/ Len Perna 49:52

2+ y ago49:52

49:52

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…

1
The Core Principles Driving Employee Motivation w/ Dr. Scott Rigby 54:23

2+ y ago54:23

54:23

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 team…

1
Harnessing the True Power of Community in Your Fanbase w/ Christina Garnett 54:05

2+ y ago54:05

54:05

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 he…

1
Forging a Non-Traditional Career Path w/ Paul Millerd 47:22

2+ y ago47:22

47:22

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 c…

1
Storytelling and Personifying a Brand Voice w/ Amie Kiehn 54:31

2+ y ago54:31

54:31

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 …

1
Moving to a 32-Hour Work Week w/ Josh Foreman 47:48

2+ y ago47:48

47:48

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 …

1
Learning to Lead Like Amazon w/ John Rossman 52:48

2+ y ago52:48

52:48

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, …

1
The Best Lessons We Learned in 100 Podcasts w/ David Millay and Katie Rudy 42:38

2+ y ago42:38

42:38

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*…

1
Evoking Emotional Connections with Fans Through Content w/ Zhaneé Anderson 45:00

2+ y ago45:00

45:00

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 …

1
Coaching to Success from the Boardroom to the Football Field w/ Joe Moglia 1:01:48

2+ y ago1:01:48

1:01:48

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 …

1
Turning Ordinary Game Days Into Extraordinary Experiences w/ David Millay and Katie Rudy 23:04

2+ y ago23:04

23:04

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, concession…

1
College Leaders | Leveraging Real-Time Data to Enhance Fan Experiences w/ Paris Buchanan 42:01

2+ y ago42:01

42:01

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, …

1
The Basics for Better Brainstorms w/ David Millay and Katie Rudy 27:18

2+ y ago27:18

27:18

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: …

1
How to Curb the Great Resignation in Your Organization 30:45

2+ y ago30:45

30:45

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 dis…

1
How to Sell Experiences Over Tickets w/ Kathy Burrows 52:11

2+ y ago52:11

52:11

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 t…

1
Why I Spent $13k on a single NFT 35:48

2+ y ago35:48

35:48

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 …

1
How to Never Lose a Customer Again w/ Joey Coleman 54:35

2+ y ago54:35

54:35

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 pa…

1
Uncovering The 5 Languages of Appreciation in the Workplace w/ Dr. Paul White 52:04

2+ y ago52:04

52:04

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…

1
Knowing Your Customer and Protecting Their Trust w/ Paula Courtney 48:21

3y ago48:21

48:21

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 resea…

1
Elevating the Voice of the Fan w/ Chief Fan Officer Shawn McIntosh 58:35

3y ago58:35

58:35

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 meetin…

1
College Leaders | Celebrating and Amplifying Your Unique Culture w/ Bryan Blair 40:37

3y ago40:37

40:37

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…

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EngageMint Podcasts

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