27 episodes

How do you turn customers into fans for life? How do you create an employee experience that makes them want to run through walls for you? In this podcast, we highlight the intersection of customer experience, employee experience, and sports business. In candid, roundtable discussions, we bring together leaders in CX, EX, and sports business to discuss ideas, trends and failures and best practices to help you create raving fans for your own organization.

Flip the Switch by EngageMint EngageMint

    • Business
    • 5.0, 25 Ratings

How do you turn customers into fans for life? How do you create an employee experience that makes them want to run through walls for you? In this podcast, we highlight the intersection of customer experience, employee experience, and sports business. In candid, roundtable discussions, we bring together leaders in CX, EX, and sports business to discuss ideas, trends and failures and best practices to help you create raving fans for your own organization.

    Measuring Your Customer Experience w/ Moon Javaid

    Measuring Your Customer Experience w/ Moon Javaid

    Moon Javaid, the Vice President of Strategy and Analytics for the San Francisco 49ers, joins us. We discuss two main topics on this episode: How the 49ers are measuring their customer experience. We cover specific tools, implementation strategies, and business outcomes How the 49ers approach creating incremental and non-traditional revenue 49ers Fit - health & fitness centers owned by the 49ers Elevate Sports & Entertainment - consulting and advisory partners Horizon Summit - premier sports business, technology and analytics conference The overarching theme of this conversation is that customer drives how the 49ers approach innovation. But in order to have effective customer-driven innovation, you can’t rely on a handful of emails from a few outspoken fans. You’ve got to have real, diverse data. To follow along Moon's journey: Moon's LinkedIn Moon's Email: moon@elevatesportsventures.com

    • 48 min
    Premium Service vs. Customer Service w/ Barry Jacobson

    Premium Service vs. Customer Service w/ Barry Jacobson

    We sat down with Barry Jacobson this week to talk about the difference between customer service and premium service. In Barry's 30+ years a Disney Cast Member, he oversaw some of the most premium experiences Walt Disney World had to offer. From the convention centers and catering to Disney's Fairy Tale Weddings, to his last role as head of Disney's Golden Oak-- a community of luxury, custom, single-family homes on Walt Disney World Resort property. In addition to his time at Disney, he took a 1 year hiatus in the middle to help Legends and the Dallas Cowboys open AT&T stadium. In his year in Dallas, Barry served as the VP of Special Events creating once-in-a-lifetime experiences for private group events. He led a team of 3 Directors, 40 full time employees and 500 team members for game day activity, responsible for serving the 364 suites and all club-level facilities. Even at Disney, Barry was known for the incredible service experiences he provided for some of the highest spenders on property. Barry shed some light on these keys to providing incredible premium service. Premium service is customized and personalized Premium service is about anticipating desires Premium service is about being the "go-to" knowledge holder and relationship owner, in all sorts of areas that have nothing to do with your job function, i.e. know who the best barber in town is, build relationships with the local theater for show tickets, etc.

    • 1 hr 3 min
    Insight Gathering w/ Jill Marchick

    Insight Gathering w/ Jill Marchick

    Jill Marchick, the Vice President of Customer Insights and Engagement for the Indiana Pacers, joins us on today's episode. This is an especially relevant episode if your organization is considering putting a survey out or gathering information for how your customers feel about your organization and returning to events. And it’s even more important that you listen if you’re feeling lost about what to do with that information once you collect it. Jill and her team at Pacers Sports and Entertainment sent out one of the most comprehensive fan insights survey I've seen during this crisis. But prior to working for the Pacers organization, Jill's experience comes from outside the sports industry. A former executive and director with massive brands like Starbucks, Hershey, Nestle, and McDonald's, Jill understands how to get to the deeper goals and motivations of customers and employees. And she's with us today to share her methodologies and approaches to gathering those insights.

    • 51 min
    Building a Customer-Centric Business in Africa w/ Samir Ibrahim

    Building a Customer-Centric Business in Africa w/ Samir Ibrahim

    In today’s episode, we’re going outside the sports & entertainment industry. We’ll be talking about designing an entire business around customers’ deepest needs. Hopefully the wildly different context will give you new inspiration to become more customer-centric in your own organization. Today’s guest is the CEO of a solar-agriculture company, based in Kenya. So while I do the usual and try to connect the dots for you, I want you to focus on the underlying principles we talk about and less about the details. Our guest today is Samir Ibrahim, the co-founder and CEO of Sun Culture. He’s also been one of my best friends since I was ten years old. Samir and his co-founder launched Sun Culture 8 years ago, built entirely around the needs, goals, and motivations of one of the most under served populations in the world. They provide products and services that solve the biggest daily challenges for the world’s 570 million smallholder farming households. More specifically, they make it easier and more efficient for small farmers in underdeveloped countries to get more water, quicker. This allows the farmers to farm more effectively, allowing them to produce more food for their families, and more food to sell. But they don't market their widgets, or product features. They sell “independence.” They’ve been so successful over the years because they are completely customer-centric as opposed to product-centric. That’s allowed them to get into a ton of other services as well, like working with the banks and the government to allow for better access to financial services. And it’s partly the reason why SunCulture has been featured by TED, the Financial times, the Economist, BBC, and more. They’re partners with Microsoft, Shell Foundation, MIT, and EDF. Among some of Samir’s personal accolades, he’s been named Forbes 30 under 30, a Top Conscious Business Leader by Conscious Company Magazine, and many more.

    • 57 min
    Leading Through Crisis w/ Doug Thornton

    Leading Through Crisis w/ Doug Thornton

    Today’s episode focuses on leadership during crisis. Our guest is Doug Thornton, the EVP of ASM Global. Doug oversees all Arena, Stadia and Theaters worldwide, directing the operations and financial performance of this division. We tackle questions like “how do you acknowledge your fears and anxieties without letting them weigh you down” and “how do inspire confidence in your team when you yourself don’t know what the future holds.” We’ll also get into some deeper conversations about planning your operations for the future. Who is Doug and what makes him equipped to talk about leading through crisis? He's the guy who oversaw the more than $336 million in renovations at the Superdome after Hurricane Katrina. He's the guy who served as the state's lead negotiator in lease talks with the Saints that led to the current long-term deal. He's the guy who first mentioned creating Champions Square, the entertainment district outside of the Dome. He's the guy who began clandestine talks with the Hornets back in 1999 that eventually led to the NBA franchise relocating from Charlotte to New Orleans in 2002. If that’s not enough, during his watch, the SuperDome has hosted multiple Super Bowls, Final Fours, Wrestlemania, BCS & CFP championships, NBA & WNBA All-Star Games, Republican National Conventions, and more. Safe to say, this is not the first crisis Doug has led through. And while this pandemic is unlike anything we’ve seen, there are lessons from Doug’s past experiences that you can apply to the challenges you’re facing today.

    • 1 hr 1 min
    Stepping Past Your Competition w/ Justin Schneider

    Stepping Past Your Competition w/ Justin Schneider

    Our guest today is Justin Schneider. He’s the founder and CEO for Wolf & Shepherd, a rising footwear brand making high end performance dress shoes. We wanted to have Justin on the show for a few reasons. 1) He was a former student-athlete himself. And he shares how that experience has impacted his approach to live after sports. 2) His insights around storytelling, innovation and creating experiences that customers love are super applicable to sports & entertainment and live events. 3) I’m ready to see some variety in shoe-wear in our industry. I know people love those Cole Haan's, but I’m ready for the next evolution of footwear in our industry. One more thing before we jump into our conversation with Justin. He surprised me at the end and offered a promo code for any of our listeners. If you decide to buy a Wolf & Shepherd shoes while we’re quarantined, you can enter the code "engagemint25" and and get 25%. Act quick, because this code only lasts til we get out of quarantine, or until June 1... whichever comes first. Wolf & Shepherd website Additional Resources mentioned in the Show: How Success Happens podcast episode with Justin Schneider Playing to Win by AG Lafley, Roger Martin

    • 53 min

Customer Reviews

5.0 out of 5
25 Ratings

25 Ratings

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