Making the Fan

David Millay
Making the Fan

Turn casual customers into faithful fans. And employees into evangelists. A dynamic show with different formats designed to help you grow average revenue per customer (ARPU) and reduce customer churn. Casual conversations with host David Millay and the best brand marketers and operators in the world. Scientific breakdowns of tribes, trends, theories and tests (brand case studies). And idea brainstorms with recurring guests, like Christina Garnett, Troy Hidduke Campbell, and Kaila Pettis. 

  1. 04/04/2024

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

    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 Marketing: Learn about the role of humor in marketing, with a nod to Fall Out Boy’s music video featuring Jimmy Butler. Cultural Phenomena & Diverse Ideas: A deep dive into why embracing a variety of ideas is crucial for success, including an analysis of an event that didn’t quite hit the mark. AI in Content Creation: A balanced discussion on the potential benefits and challenges AI presents in the realm of content creation, stressing the importance of human oversight for quality and creativity. Barcelona’s Sportswear Line: A look at the concept of brands expanding into new territories, such as Barcelona creating its own sportswear. The Psychology of Portals: Discover how “portals,” or transitional spaces, can set the stage for positive anticipation and transformative experiences. Blending Science and Art: Troy discusses his unique approach that marries behavioral science with artistic expression, and why it’s effective in engaging audiences. The Art of Ending - Portal Out: Emphasizing the significance of “portals out” or endings, in contexts ranging from amusement parks to American sports, and their impact on the overall experience. — Links: • Portals, a deep dive Youtube - https://www.youtube.com/watch?v=kKacL15Mvdo • Emo Jimmy Butler x Fallout Boy • Portals, a written article - https://www.linkedin.com/pulse/portals-how-better-begin-everything-troy-hiduke-campbell-jd32c/ • Willy’s Chocolate Experience - https://www.buzzfeed.com/aglover/glasgow-willy-wonka-event-explained • Barcelona vs. Nike - https://www.forbes.com/sites/tomsanderson/2024/03/23/fc-barcelona-confirms-it-canceled-nike-contract-and-received-218-million-lamine-offer/?sh=45f48a2d794d — Check Out Troy's Stuff: • Troy's Youtube Channel, Original & Powerful Ideas, here: https://www.youtube.com/@originalandpowerfulideas   • On Your Feet (consulting): https://www.oyf.com/ • Troy’s LinkedIn - https://www.linkedin.com/in/troy-hiduke-campbell/ • Troy’s Instagram - https://www.instagram.com/campbell.troy/ Connect with Host, David Millay: Connect w/ David Millay on LINKEDIN: https://www.linkedin.com/in/davidmillay/ Follow David on INSTAGRAM: https://www.instagram.com/david.millay/ Follow David Millay on TWITTER: https://twitter.com/DavidMillay

    56 min

  2. 04/03/2024

    The Secret Strategy Disney Uses to Create Fans

    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 connections with employees.  This episode serves as a preview of future episodes, discussing who the show is for and the problem it seeks to solve. Helping culturally curious marketers and operators turn casual customers into faithful fans.  — Check Out David's Stuff: • EngageMint Partners (CX consulting) - https://engagemintpartners.com/ • David’s LinkedIn -  https://www.linkedin.com/in/davidmillay/ • David’s Instagram -  https://www.instagram.com/david.millay/ Connect with Host, David Millay: Connect w/ David Millay on LINKEDIN: https://www.linkedin.com/in/davidmillay/ Follow David on INSTAGRAM: https://www.instagram.com/david.millay/ Follow David Millay on TWITTER: https://twitter.com/DavidMillay

    9 min
  3. Never Lose an Employee Again w/ Joey Coleman

    06/29/2023

    Never Lose an Employee Again w/ Joey Coleman

    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 businesses today. With more people quitting their jobs each month than ever before and employees demanding flexibility, freedom, and advancement, companies are struggling to build a foundation with new hires that leads to long-term commitment. To effectively combat the hiring crisis and remain competitive, business owners and managers must design an employee experience program that begins on day one. In this long-form interview, host David Millay and guest Joey unpack Joey's frameworks for retaining employees. Together, they highlight stories and principles in Joey's new book, Never Lose an Employee Again. ----- 00:00  Introduction 6:00    Link between Customer Experience and Employee Experience 10:30   Joey's Framework for Employee Retention 13:20   All Seven Phases Overview 20:30   Phase 1: Assess 17:40   Phase 2: Accept 35:40   Phase 3: Affirm 42:20   Phase 4: Activate 47:40   Phase 5: Acclimate 55:00   Phase 6: Accomplish 1:00:00   Phase 7: Adopt 1:11:00   Phase 8: Advocate 1:14:00 Follow Joey, Get in Touch, Buy the Book Buy "Never Lose an Employee Again: The Simple Path to Remarkable Retention" Here: https://a.co/d/2NJ3pcD ----- SUBSCRIBE: https://www.youtube.com/c Connect with Host, David Millay: Connect w/ David Millay on LINKEDIN: https://www.linkedin.com/in/davidmillay/ Follow David on INSTAGRAM: https://www.instagram.com/david.millay/ Follow David Millay on TWITTER: https://twitter.com/DavidMillay

    1h 17m
  4. Driving Change through AR, VR and Human-Centered Design w/ Steven King

    02/28/2023

    Driving Change through AR, VR and Human-Centered Design w/ Steven King

    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 episode hits on some of the latest projects coming out of the lab and how to effectively use human-centered design for brainstorming and change management.  ----- 2:42    “Time Space” Storytelling at The Washington Post 4:32     Human-Centered Design Methodology 10:54   Testing Before Investing  12:25   Change Has to Be Exponentially Better 17:40   Bridging In-Venue and At-Home Viewing 21:36   HoloLens Headsets 25:35   The NBA is Missing the Mark on VR Viewing 30:37   Change Management and Defining Success 35:53   Leadership’s Impact on Creativity 42:14   Key Organizational Players in Driving Change 46:53   Misconceptions  48:13   Learning About New Trends ----- For more information on topics covered in this episode, check out:  UNC’s Blue Sky Innovation lab: Website | LinkedIn  Connect with Steven on LinkedIn Steven’s Go To Sources Fortune Brainstorm Tech Tech Crunch On Steven’s bookshelf The Ride of a Lifetime by Bob Iger Shoe Dog by Phil Knight Free to Focus by Michael Hyatt Connect with Host, David Millay: Connect w/ David Millay on LINKEDIN: https://www.linkedin.com/in/davidmillay/ Follow David on INSTAGRAM: https://www.instagram.com/david.millay/ Follow David Millay on TWITTER: https://twitter.com/DavidMillay

    55 min
  5. Measuring Burnout and Workaholism in College Athletics w/ Matt Huml

    02/21/2023

    Measuring Burnout and Workaholism in College Athletics w/ Matt Huml

    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 Remote Work on Family and Work Dynamics Within the Sport Industry;" and "From engaged worker to workaholic: a mediated model of athletic department employees".  ----- 2:43    Behind the Research 5:45    The Razor’s Edge Between Engaged Worker vs. Workaholic 9:02    What’s Wrong with a Team of Workaholics? 13:01  The Full Financial Impact of Turnover 20:03  Improving the Recruiting Pitch for Staff  27:45  The Extreme Sacrifices 32:05  Evaluating Extreme Sacrifices on Your Team 41:09  The Radioactive Ring Around Coaches  ----- For more info on topics referenced in this episode: Read the Full Versions of Matt’s research -  The Effect of Remote Work on Family and Work Dynamics in the Sports Industry From engaged worker to workaholic: a mediated model of athletic department employees Books highlighted -  Deep Work: Rules for Focused Success in a Distracted World by Cal Newport Hear more about the outcomes from our workshop with Penn State  Episode 96: How to Curb the Great Resignation in Your Organization Connect with Host, David Millay: Connect w/ David Millay on LINKEDIN: https://www.linkedin.com/in/davidmillay/ Follow David on INSTAGRAM: https://www.instagram.com/david.millay/ Follow David Millay on TWITTER: https://twitter.com/DavidMillay

    48 min
  6. How Mentor Managers Inspire Employees to "Love it Here" w/ Clint Pulver

    02/14/2023

    How Mentor Managers Inspire Employees to "Love it Here" w/ Clint Pulver

    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 the Book “I Love It Here” 9:24     The 4 Types of Managers 17:36   Assessing Your Leadership - The 5 Cs 21:43   Leading Through Transitions - Status Interviews 25:43   Finding Purpose 27:56   Advocating vs. Developing 32:06   The Power of Purpose 34:46   Individual Needs vs. Organizational Needs 42:28   To Don’t Lists 44:23   Be A Mr. Jensen ----- To connect with Clint Pulver, check out his website or follow him on social:  ClintPulver.com | Twitter | LinkedIn | YouTube Read Clint’s book I Love It Here  For more leadership resources, check out Clint’s masterclass Connect with Host, David Millay: Connect w/ David Millay on LINKEDIN: https://www.linkedin.com/in/davidmillay/ Follow David on INSTAGRAM: https://www.instagram.com/david.millay/ Follow David Millay on TWITTER: https://twitter.com/DavidMillay

    50 min
  7. Influencing the Guest Experience from the Frontlines w/ Vanessa Ward

    02/07/2023

    Influencing the Guest Experience from the Frontlines w/ Vanessa Ward

    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 experience, Vanessa shares tactics on communicating significant changes from event to event, making events unique for the staff and how to develop niche service programs. ----- 3:17    Takeaways and Key Learnings from Disney 6:09    The Service Recovery Toolkit 10:42  Building a New Service Recovery Toolkit  13:25  Disney’s Guest Experience Center and Proactively Resolving Issues 20:17  Customer Satisfaction Surveys  25:50  Newsletters and Themes to Drive the Seasonal Employee Experience 33:53  Making Events in a Series Unique 39:17  “Know Before You Go” Communications 43:12   Building a Niche Service Operation 49:15   Training Throughout the Season 52:21   Taking Risks ----- Other podcasts referenced in this episode:  Episode 35: Personalizing the Guest Experience w/ Brian Betts (Disney’s Guest Experience Center)  Connect with Vanessa on LinkedIn or email Connect with Host, David Millay: Connect w/ David Millay on LINKEDIN: https://www.linkedin.com/in/davidmillay/ Follow David on INSTAGRAM: https://www.instagram.com/david.millay/ Follow David Millay on TWITTER: https://twitter.com/DavidMillay

    55 min
  8. Developing Personal Brands to Build Bigger Communities w/ Preston McClellan

    02/01/2023

    Developing Personal Brands to Build Bigger Communities w/ Preston McClellan

    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 digital.  This episode hits on why building a personal brand is important, the impact that personal brand has on team and league brands or any business and why human connection is critical to form a community over an audience.   ----- 2:50     A Social Media OG, @Preston 4:33     Launching Memphis Athletics accounts 6:56     Building a Following on the PGA Tour 9:31     The Incentive to Building Player Brands 13:09   Growing Players’ Social Media Game 16:16   Putting Emphasis on Human Connection and Personal Brands 21:28   Frameworks for Personal Branding - Just Get Started 29:07   Audience vs. Community and Creating Brand Advocates 35:05   Connecting with Younger Fan Bases 38:24   The Netflix Impact & ‘First Swing’ 44:38   Showing Human Emotion and Personality ----- For more information on the topics covered in this episode: Netflix “First Swing” trailer Justin Welsh’s LinkedIn course Golf Space Collective  GSC Instagram To connect with Preston:  Twitter | LinkedIn | Email  Connect with Host, David Millay: Connect w/ David Millay on LINKEDIN: https://www.linkedin.com/in/davidmillay/ Follow David on INSTAGRAM: https://www.instagram.com/david.millay/ Follow David Millay on TWITTER: https://twitter.com/DavidMillay

    55 min
See All (139)

Ratings & Reviews

5
out of 5
38 Ratings

About

Turn casual customers into faithful fans. And employees into evangelists. A dynamic show with different formats designed to help you grow average revenue per customer (ARPU) and reduce customer churn. Casual conversations with host David Millay and the best brand marketers and operators in the world. Scientific breakdowns of tribes, trends, theories and tests (brand case studies). And idea brainstorms with recurring guests, like Christina Garnett, Troy Hidduke Campbell, and Kaila Pettis. 

Information

  • Creator
    David Millay
  • Years Active
    2019 - 2024
  • Episodes
    139
  • Rating
    Clean
  • Copyright
    © 2024 Making the Fan
  • Show Website
    Making the Fan

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