118 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 • 37 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.

    What Drives Customers to Buy w/ Katelyn Bourgoin

    What Drives Customers to Buy w/ Katelyn Bourgoin

    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 journey before the journey, the four key trigger events that lead to purchases and solutions companies have created by truly listening to their customers.


    -----
    Show Notes
    0:00    Introduction
    2:30    The Golden Nugget - Review Mining
    5:54    Customer Camp Background
    8:55    Marketing Takeaways from an Old School Alarm
    14:21  Building Trust with New Customers
    17:54  Creating “Instagrammable” moments
    20:33  The Trigger Events
    28:47  Understanding Who Customers Are and What They Want
    35:34  Targeting Customers on Jobs to be Done
    45:13  The Biggest Misunderstanding - We Aren’t Rational


    -----
    For more information on topics covered in this podcast:
    CustomerCamp.co
    Follow Katelyn on Twitter and subscribe to her newsletter

    Clay Christensen | The Theory of Jobs to be Done


    Other Flip the Switch podcasts referenced - 
    Ep. 115: How the Savannah Bananas Create the ‘Greatest Show Possible’ w/ Jesse Cole

    • 49 min
    The 5 Key Elements Impacting Powerful Customer Experiences w/ Elizabeth Dixon

    The 5 Key Elements Impacting Powerful Customer Experiences w/ Elizabeth Dixon

    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.
    —--
    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
    —--
    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

    • 49 min
    How the Savannah Bananas Create the 'Greatest Show Possible' w/ Jesse Cole

    How the Savannah Bananas Create the 'Greatest Show Possible' w/ Jesse Cole

    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.  
    -----

    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”

    -----
    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

    • 53 min
    Creating a More Captivating Customer Service Training w/ David Millay and Katie Rudy

    Creating a More Captivating Customer Service Training w/ David Millay and Katie Rudy

    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 formatsTraining mindsets Inspirational vs. instructional content Who should be invited and ideal activities for different sized-groups -----
    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.  

    • 30 min
    The Building Blocks of LEGO's Content & Fandom Strategy w/ James Gregson

    The Building Blocks of LEGO's Content & Fandom Strategy w/ James Gregson

    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.
    —--
    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
    —--
    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

    • 47 min
    How to Become Customer-Centric vs. Customer-Focused w/ Annette Franz

    How to Become Customer-Centric vs. Customer-Focused w/ Annette Franz

    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.
    —--
    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
    —--
    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
    Culture is the foundation (core values + behaviors)Leadership commitment and alignment are critical to success.Employee experience: employees must be put more firstPeople come before products. People come before profits.People come before metrics. Customer understanding is the cornerstone.  Governance bridges organizational gaps. Outside-in thinking and doing vs. inside-out thinking and doing are core.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
    Sapiens: A Brief History of Humankind by Yuval Noah Harari 
    -----

    CX-Journey.com
    Connect with Annette on Twitter or LinkedIn

    • 51 min

Customer Reviews

5.0 out of 5
37 Ratings

37 Ratings

JoshRhodes8 ,

Great Content, Even Better Host!

With so many podcasts on the market today, it is so hard to break through the noise. I was recently turned on to Flip The Switch by a friend of mine, and after tuning into a couple of episodes, it has made it’s way into my weekly routine! I literally leave 1 un-listened episode in my queue simply because I hate the thought of running out of David content! Keep it up!!

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