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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.
Episodes
139 episodes
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 pro...
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Season 2
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Episode 2
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55:52
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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 th...
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Season 2
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Episode 1
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9:27
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 re...
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Episode 135
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1:17:27
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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 Univers...
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Episode 135
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55:24
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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 re...
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Episode 134
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47:49
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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 leadersh...
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Episode 133
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50:01
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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 ...
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Episode 132
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55:18
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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 ye...
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Episode 131
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54:57
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Storytelling and the Science of Cool (Part 2) w/ Troy Campbell
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...
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Episode 130
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39:05
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Storytelling and the Science of Cool (Part 1) w/ Troy Campbell
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...
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Episode 129
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44:04
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Discovering the STORY Behind Superfandom
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 bac...
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Episode 128
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51:38
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Finding Purpose and Building a Community w/ Gina Bianchini
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 purpose...
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Episode 127
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1:02:13
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Secrets to Success in Customer Service and Company Culture w/ Dennis Snow
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 yea...
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Episode 126
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1:02:50
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Bringing Greater Hospitality to the Ballpark w/ Eric Weisberg
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 th...
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Episode 125
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57:45
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How to Intentionally Serve Your Premium Clients w/ Lisa Holladay
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 ...
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Episode 124
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51:24
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Cultivating Meaningful Conversations Through Social w/ Brooke Sellas
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 rece...
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Episode 123
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55:22
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Inspiring Impactful Change w/ Guido D'Elia
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...
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Episode 122
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51:49
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How to Incite Loyalty and Increase Customer Retention w/ Ed Frame
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 Mill...
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Episode 121
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50:05
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The Simple Science Behind Successful Marketing Strategies w/ Phill Agnew
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 disti...
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Episode 120
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53:53
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Reframing Retreats & Resetting Your Operation w/ David Millay and Katie Rudy
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 ch...
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Episode 119
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25:07
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The Parallels Between Rabid Fandoms and Religions w/ Jodi Eichler-Levine
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 ...
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Episode 118
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57:39
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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’r...
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Episode 117
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49:04
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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...
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Episode 116
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49:32
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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 the...
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Episode 115
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53:15
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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 t...
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Episode 114
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30:41
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