Advertise on podcast: Flip the Switch by EngageMint

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/channel/UCvhP... About Flip the Switch By EngageMint:  Flip the Switch is a weekly podcast where EngageMint Managing Pa Connect with Host, David Millay: Follow David Millay on TWITTER: https://twitter.com/DavidMillay Connect w/ David Millay on LINKEDIN: https://www.linkedin.com/in/davidmillay/

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: Follow David Millay on TWITTER: https://twitter.com/DavidMillay Connect w/ David Millay on LINKEDIN: https://www.linkedin.com/in/davidmillay/

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: Follow David Millay on TWITTER: https://twitter.com/DavidMillay Connect w/ David Millay on LINKEDIN: https://www.linkedin.com/in/davidmillay/

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: Follow David Millay on TWITTER: https://twitter.com/DavidMillay Connect w/ David Millay on LINKEDIN: https://www.linkedin.com/in/davidmillay/

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: Follow David Millay on TWITTER: https://twitter.com/DavidMillay Connect w/ David Millay on LINKEDIN: https://www.linkedin.com/in/davidmillay/

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: Follow David Millay on TWITTER: https://twitter.com/DavidMillay Connect w/ David Millay on LINKEDIN: https://www.linkedin.com/in/davidmillay/

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 career has centered around the intersection of scientific minds and artistic hearts and how to create and capture original and powerful ideas and make amazing things.   ----- 3:29    The Importance of “Portals” 11:19   The Science of “Cool” 18:12  How to Break the Norm 23:01  Meta-Modernism ----- To learn more about Troy’s research on the intersection of Scientific Mind, Artistic Heart, check out: Troy-Campbell.com Start with Science - Netflix Team Science: Building Better Science Activists with Insights from Disney, Marketing, and Psychological Research Check out other topics referenced in this episode: Metamodernist Manifesto by Luke Turner Connect with Host, David Millay: Follow David Millay on TWITTER: https://twitter.com/DavidMillay Connect w/ David Millay on LINKEDIN: https://www.linkedin.com/in/davidmillay/

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 around the intersection of scientific minds and artistic hearts and how to create and capture original and powerful ideas and make amazing things.  Part one hits on why Nike ads are simple to make and how brands like Disney borrow stories. ----- 3:52    Troy’s Career Thesis: “Scientific Mind & Artistic Heart” 6:11    Marvel Isn’t Appealing to Everyone 10:19  Egocentrism  14:04  Nike Ads are Simple to Make 16:58  Borrowing Stories From Others 22:50  Multi-Narrative Storytelling 25:46  Defining Your Story to Tell Multi-Narrative Stories 31:20  The Destiny Narrative ----- To learn more about Troy’s research on the intersection of Scientific Mind, Artistic Heart, check out: Troy-Campbell.com Start with Science - Netflix Team Science: Building Better Science Activists with Insights from Disney, Marketing, and Psychological Research Connect with Host, David Millay: Follow David Millay on TWITTER: https://twitter.com/DavidMillay Connect w/ David Millay on LINKEDIN: https://www.linkedin.com/in/davidmillay/

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 back to the show to discuss new frameworks and models that small businesses and global brands everywhere can implement to convert customers and employees into superfans. ----- 2:29     Creating Superfans Podcast 6:53     SUPER Framework Overview 9:57     Ladder to Superfandom (Customer Apathy) 19:57   STORY framework 25:04   Getting to Know Your Customer’s Story 28:13   Digging into Customer Struggles 30:42   Pitching the Transformation 33:41   Simplifying Journey Maps 41:05   Measuring the Customer Experience (CSAT and EgR) 45:18   Prioritizing the Employee Experience 48:20   The Platinum Rule ----- For more from Brittany on Creating Superfans, check out: BrittanyHodak.com Purchase Creating Superfans: How To Turn Your Customers Into Lifelong Advocates Listen to the Creating Superfans Podcast Subscribe to the Creating Superfans newsletter Brittany's Twitter | LinkedIn ----- Listen to Brittany’s previous appearance: Episode 66: Cultivating SUPER Fans Connect with Host, David Millay: Follow David Millay on TWITTER: https://twitter.com/DavidMillay Connect w/ David Millay on LINKEDIN: https://www.linkedin.com/in/davidmillay/

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 purposes into something actionable and making them matter.  After helping thousands find their purpose through her companies Ning and Mighty and her Community Design course, CEO and Founder of Mighty Networks Gina Bianchini joins the show to discuss the frameworks to finding purpose and manifesting it as a future story from her new book, Purpose: Design A Community & Change Your Life. 4:04    What is Purpose? 10:01    Key Insights Around Purpose 14:53  The Purpose 30 Challenge 21:58  The Intersection of Purpose and Community 27:00  How to Host a Community 33:46  Design and Scale Culture, Not Just Community or Content 37:15  Manifesting Your Future Story 43:31  Identifying Ideal Community Members 49:37  5 Elements of Community Design 56:59  Building Community within an Existing Audience ----- For more on topics covered in this episode: To purchase Purpose: Design a Community & Change Your Life, check out Purpose.co  Connect with Gina via email | Twitter | LinkedIn -- Other books referenced The Name of the Wind by Patrick Rothfuss -- Join the Sports Learning Online community Connect with Host, David Millay: Follow David Millay on TWITTER: https://twitter.com/DavidMillay Connect w/ David Millay on LINKEDIN: https://www.linkedin.com/in/davidmillay/

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 years inspiring organizations on how to adapt those 10 lessons and apply the core service principles to their operation.   In this episode, we unpack the lessons from his two books, “Lessons from the Mouse: A Guide for Applying Disney World's Secrets of Success to Your Organization, Your Career, and Your Life” and “Unleashing Excellence: The Complete Guide to Ultimate Customer Service”. Show Notes 3:40     More Than a Summer Job 6:56     Empowering the Magic 10:33   Lessons from the Mouse 12:40   Everyone Has a Customer 13:35   Don’t Be a Customer Service Robot 19:14   Figure Out What Ticks Off Your Customers 28:01   Language Matters 35:04   Hiring vs. Coaching Empathy 37:41   Unleashing Excellence and the Service Improvement Team 41:29   Internal Improvements vs. External Training 44:38   Accountability 48:03   Drafting Job Descriptions 50:58   Onboarding and “Brag worthy” First Days 59:11   Define What the Experience Should Be ----- For more information on topics covered in this episode: Connect with Dennis Snow Associates | Email  Dennis’ books Lessons From the Mouse: A Guide for Applying Disney World's Secrets of Success to Your Organization, Your Career, and Your Life Unleashing Excellence: The Complete Guide to Ultimate Customer Service Connect with Host, David Millay: Follow David Millay on TWITTER: https://twitter.com/DavidMillay Connect w/ David Millay on LINKEDIN: https://www.linkedin.com/in/davidmillay/

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 the influences roles with Disney and the Kansas City Zoo has on his career in baseball, his “Fan Host for a Day” program and how to show up for a job in the sports industry.   Show Notes 3:43     Eric’s Career Journey to Tampa 11:09   Hiring for Skill Sets over Industry Experience 13:44   Fan Host for a Day 21:02   From Negative Experience to Brand Ambassador 26:45   Reviewing the Savannah Bananas 32:12   The Tech Driving the Future MLB Fan Experience 34:27   The Effect of Promotions and Theme Days 43:07   Influencing the Fan Experience Vision Across Departments 45:45   The Best Fan Experience: Naturalization Ceremony 48:46   Breaking Into the Industry 55:46   Parting Advice: Place Emphasis on the Staff ----- Connect with Eric via email Join Sports Learning Online -  a cross-functional community of sports business professionals coming together to share best practices and foster professional development. Connect with Host, David Millay: Follow David Millay on TWITTER: https://twitter.com/DavidMillay Connect w/ David Millay on LINKEDIN: https://www.linkedin.com/in/davidmillay/