65 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 • 31 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.

    Building Athlete Brands and Priming for NIL with Jim Cavale

    Building Athlete Brands and Priming for NIL with Jim Cavale

    Jim Cavale is the Founder and CEO of INFLCR.  With NIL legislation set to go into effect this summer, college athletic departments face so many unknowns. Jim and his team recently launched INFLCR Verified and INFLCR Plus, initiatives to help athletic departments and student-athletes proactively prepare for this change and provide them the tools to capitalize on their brand power and voice.

    This episode covers everything from leadership and building a company, to NIL legislation and empowering student-athletes to better build their brands. 

    Jim Cavale Show Notes
    4:20     Giving Athletes a Better Brand and Voice - Genesis of INFLCR
    6:32     Leveraging Relationships and Forging Connections
    10:37   Evolution of INFLCR and Partnership with Teamworks
    21:31   Inception of INFLCR Verified
    27:43   Building an Internal Creative Agency
    30:44   From “Athlete Brand Building” to “Name Image Likeness”
    33:10   Performers, Producers and Players
    37:36   Combating Legislation Paralysis
    40:25   Four Domains of Personal Balance
    ----
    Additional References
    INFLCR |  INFLCR Verified  |  INFLCR Plus
    Wake Up Warrior


    Connect with Jim
    Facebook  |  Twitter  |  Instagram  |  LinkedIn

    • 50 min
    How to Turn Fans Into Customers with David Meerman Scott

    How to Turn Fans Into Customers with David Meerman Scott

    Today's episode is all about turning fans into customers and customers into fans.  David sits down with internationally-known author, advisor, educator and speaker David Meerman Scott.  Scott co-wrote his latest book, Fanocracy: Turning Fans Into Customers and Customers into Fans, with his daughter Reiko Scott.  Fanocracy unearths the science behind building emotional connections in your tribe and marketing lessons learned from fandoms outside of sports, including the Grateful Dead.  The show takes a deep dive on applying those lessons to cultivating stronger experiences and relationships with your fanbase.

    Show Notes

    3:16      Defining Fandom
    6:15      A Family Affair - co-authoring “Fanocracy: Turning Customers into Fans and Fans into Customers” with Reiko Scott
    9:47      The Individualization of Fandom
    13:56    Combatting the Polarization of Social Media
    15:23    What Else is There? Building Fandoms Outside of Social Media
    21:45    Implementation of Fan Engagement in “Social Spaces”
    24:25    Lessons from K-Pop and Growing Rabid Fans
    26:41    The Power of K-Pop Fan Bases
    29:36    Making Fans Feel Like Insiders
    31:40    The Original Social Network
    37:04    The Mentality and Psyche of MLS Support Groups
    39:29    Utilizing Fandom to Create Emotional Connections
    43:25    Rapid Fire Questions
    Bad AdviceSharing success storiesDavid’s billboard: “Educate and inform, instead of interrupt and sell.”----
    Additional Resources
    Fanocracy.com |  Fanocracy: Turning Fans Into Customers and Customers Into Fans
    DavidMeermanScott.com
    Other Books by David Meerman Scott
    The New Rules of Marketing and PR
    Standout Virtual Events
    The New Rules of Sales and Service
    Marketing the Moon
    Marketing Lessons from the Grateful Dead
    Real-Time Marketing and PR
    Eyeball Wars
    World Wide Rave
    Connect with David and Reiko on Twitter

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    Today’s episode was sponsored by CheckdIn.  Know exactly who’s working in your venue.
    Want more from EngageMint? Subscribe to our newsletters at https://engagemintpartners.com/newsletters

    • 52 min
    NIL & NFTs w/ Luka Garza

    NIL & NFTs w/ Luka Garza

    In today's episode, David is joined by Luka Garza, starting center for the Iowa Hawkeyes,  AP College Basketball Player of the Year, and winner of the 2021 Naismith Trophy. They discuss name, image, and likeness, the launch of Luka's new NFT company LukaGarzaNFTGroup.io and how Luka hopes to provide opportunities for college athletes to monetize their brand, and the importance of college athletes being able to control their own brand.

    Show Notes:

    5:11 Digital Engagement Fan Support during 2020-21
    6:56 Breaking into the NFT game
    10:11  The Experiential Component of NFTs
    11:02  The Role of NFTs in NIL
    13:38  Launch of LukaGarzaNFT.io
    15:10 Takeaways from Luka’s first NFT
    17:44  Future partners of LukaGarza.io 
    19:16  Leveraging partnerships to boost student-athlete brands
    20:45 The student-athlete perspective on NIL
    22:54  Turning NIL from a Zero-Sum game to a Win-Win situation 


    Additional Notes:
    Follow Luka Garza - 
    LukaGarzaNFTGroup.io |  Instagram  |  Twitter
    For More Great Iowa Sports related content, follow these guys:
    @davecreagh
    @ChiPeoplesChamp

    Today’s episode was sponsored by CheckdIn.  Know exactly who’s working in your venue.
    Want more from EngageMint? Subscribe to our newsletters at https://engagemintpartners.com/newsletters
    Shoutout to these single episode Executive Producers:
    Dave Creagh
    Jerry Scherwin
    Dave Johnson
    Zach Gatton

    • 27 min
    Breaking the Live Events Business Model w/ Ed Vincent

    Breaking the Live Events Business Model w/ Ed Vincent

    Today’s guest is Ed Vincent, Founder and CEO of FestivalPass.  Ed and his team are trying to reinvent the model for accessing live events and how we go about deciding what events to go to as consumers.  FestivalPass is the first festival and live event subscription marketplace that provides access to music, film, food and wine, tech and innovation, sports and entertainment and more.  His data-driven background is trying to help shape the future of the live events industry.

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    Show Notes

    4:32         The Building of FestivalPass
    7:50          Lessons Learned from MoviePass
    9:24          Utilizing Credit Systems for Dynamic Pricing\
    13:55     The Vision for FestivalPass
    15:08        Bringing Sports onto the FestivalPass platform - Brokering Deals with Ticket Providers
    20:25       Creating Value and Understanding Behaviors in Subscription Models
    26:35       Future Outlook on Live Events
    28:33       Understanding Consumer Confidence in Getting Back to “Normal”
    30:28       The Strategy of FestivalPass Post-Pandemic
    35:41    Criteria for Analyzing Failed Ideas
    38:13       Evaluating Core Principles for Implementing Ideas in New Industries
    40:43       New Trends in the Live Events Space
    44:30       Importance of Building the Infrastructure to Meet the Business Demand
    46:42       Applying Design Thinking to Your Business


    Additional References
    ClassPass
    Design Sprint by Jake Knapp
    Jake Knapp: Design Thinking Explained
    IDEO Design Thinking


    Contact Ed
    FestivalPass  |  Facebook  |  Twitter  |  Instagram  |  SnapChat
    LinkedIn

    • 52 min
    Opening a Multi-Billion $ Venue with No Fans

    Opening a Multi-Billion $ Venue with No Fans

    Today’s episode is all about Guest Service vs. Guest Experience and Designing Customer Experiences in New Venues
    On this episode, David sits down with Kameron Durham, Vice President of Guest Experience for the entire entertainment footprint of Hollywood Park, including SoFi Stadium, the brand new home of the Los Angeles Rams and Los Angeles Chargers.  Prior to this role, he was the Director of Guest Services for the Seattle Mariners and the San Diego Padres.  In its first year, SoFi Stadium did not host any fans due to the COVID-19 pandemic.  In lieu of guests, they re-thought customer experience and service as stakeholder experience and service, focusing on the employees and players and those who are expected to deliver magical moments for fans. 

    Show Notes
    6:34     Transactional Guest Services vs. Proactive Guest Experiences 
    9:58     Mindsets and Skill Sets Changes 
    11:52  Evolution of Staffing - Investing In and Empowering Employees with the San Diego Padres
    15:42  Hiring Authentic People for Your Mission
    22:25  SoFi Stadium / Hollywood Park - Bringing a $5 Billion Project to Life
    27:30  Creating the Strategy, Knowledge, Tools and Rewards for Enhancing the Employee Experience 
    33:31  Measuring Success of Guest Experience 
    38:20  Incorporating Third-Party Partners into the Family
    41:46  Building an Employee Incentive/Reward Program
    44:20 Impactful Technology Enhancements for Guest Experience
    47:45  Putting the Customer at the Center of Decision Making
    50:48  Connecting Work, Live and Play in Hollywood Park
    53:41  Rapid Fire Questions

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    Connect with Kameron on LinkedIn.

    Today’s episode was sponsored by CheckdIn.  Know exactly who’s working in your venue.

    • 1 hr 1 min
    Finding The Right Sponsorships for YOUR fans w/ Rob Temple and Rick Jones

    Finding The Right Sponsorships for YOUR fans w/ Rob Temple and Rick Jones

    In today's episode, David sits down with two industry legends Rob Temple, 
    Chief Executive Officer at FishBait Solutions, LLC and Rick Jones, Captain, Creative Director and Shareholder at FishBait Solutions, LLC. When combining Rick's creative mind for amazing corporate sponsorship ideas and insights and Rob's previous 20-year experience as ESPN's Senior Vice President of Sports Marketing the two bring a powerhouse of knowledge into this episode. The three get into sponsorships and how to find the right corporate partners to connect with your unique fans. 
    Show Notes
    6:30  The Evolution and New Vision of FishBait Solutions 
    13:35  Appealing to the Next Generation of Fans 
    15:44  Looking Backward vs. Looking Forward for Solutions
    17:20  Takeaways from the NFL’s new TV agreement
    20:00  The 7Cs of Relationships
    21:51  Aligning and Future Proofing Contracts 
    25:56  What Does Success Look Like? - Solving Problems and Creating Partnerships
    31:03  Who Do Your Fans Trust Now?
    32:16  Creating Joy That Unites 
    34:30  Favorite Brand Activation and Partnership Stories
                 (Rob) Fearless Pursuit of New Activations 
                 (Rick) Knowing Your Brand and Your Community 
    41:39  Understanding the Macro of the Customer
    43:01  Most Challenging Project & Key Lessons Learned - NASCAR - Rob
    47:53  Creating Derivative & Niche Programming Content 
    52:25 5-Year-Plans to 5-Month-Plans and Planning for First to Market
    54:39  Most Challenging Project & Key Lessons Learned - Mascot Hall of Fame - Rick
    57:26  The Tallest Pygmy 
    58:46  Rapid Fire Questions

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    Additional Notes
    Book Recommendations
    “Grant” by Ron Chernow
    “The Pursuit of Wow” by Tom Peters
    “Leadershift” by John Maxwell
    “Know What You’re For” by Jeff Henderson


    Follow FishBait Solutions
    Facebook | Twitter | Instagram | LinkedIn 
    Connect with Rob Temple | Rick Jones
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    Today’s episode was sponsored by CheckdIn.  Know exactly who’s working in your venue.

    • 1 hr 5 min

Customer Reviews

5.0 out of 5
31 Ratings

31 Ratings

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