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David Millay
Making the FanEpisodes
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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 pro
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
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 re
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 Univers
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 re
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 th
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
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.
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 ca
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 arou
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
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 int
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 in
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 influenc
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
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
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’El
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 an
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 distinctiv
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 Mi
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 “Disn
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 th
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 e
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 Fa
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 compon
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