We’re joined today by the legendary Quint Studer. Quint is a philanthropist, an entrepreneur, and an expert in delivering quality experiences, for customers and employees. He’s the co-owner of the double-A baseball team, the Pensacola Blue Wahoos, and the founder of the healthcare consulting group, the Studer Group. In Quint’s approach to patient experience and fan experience,

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Rick invites Anna Slive Harwood on the show to discuss her charity, The Mike Slive Foundation. They discuss how her father’s legacy has influenced her career and how the foundation is being dynamic in the light of Covid-19.

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On today’s show we discuss Race in America and Race in sports. American Basketball Coach, Ernie Kent joins Rick to discuss the current state of Sports in the USA and shares his experience as not only a black athlete but as a Basketball Coach who has coached teams all over the globe.

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Our guest today is Drew Bedard, the Vice President of Marketing at Bristol Motor Speedway and Kentucky Speedway.  On July 15, 2020, Bristol Motor Speedway hosted the NASCAR All-Star Race. The event had almost 30k fans in attendance, the largest attended event in the US since COVID cancelled sports in March 2020.  As sports &

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I found myself laughing out loud when I listened to our recent podcast with Mike Millay (he has a pretty incredible background so check it out!) While he is kind of funny, that’s not why I was laughing­–I just found some of the things he said so incredibly relatable that it took me back in

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After watching the MLS’ first games at ESPN Wide World of Sports, I asked Mike Millay, the sports complex’s longest tenured executive in it’s 25 year history, “what stood out most to you?” His response… “how big the trees were.” It’s that attention to detail that sets Disney apart. Coming from a sports background before

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Today’s guest is Mike Crawford, the President and CEO at Hall of Fame Resort & Entertainment Company. Previous to his current role, Mike held a number of leadership roles with Four Seasons Hotels & Resorts and The Walt Disney Company.  At 4 Seasons, he was the President of Asia Pacific and then Portfolio Management around

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This is second half of a two-part interview with Mike Millay. This part of the interview dives deeper into the behind-the-scenes stories at ESPN Wide World of Sports and explores Mike’s own revelations as leader at Disney.  Mike is the longest tenured executive in ESPN Wide World of Sports’ history. He’s also my Dad and

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This is first half of a two-part interview with Mike Millay. This part of the sheds light on the business model powering ESPN Wide World of Sports and explores how the cultures of Disney and competitive sports merged. Our guest today is Mike Millay, the longest tenured executive in ESPN Wide World of Sports’ history.

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Our guest today is Jahaan Blake, founder of The J. Blake Group.  We’ll cover two main topics in this epsisode. Creating infrastructure behind the scenes that allow your front-line staff to create genuine moments of connections with fansThe importance of coaching in leadership We spend much of the episode discussing her prior roles that led her

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When Coronavirus hit and basically shut down the US, everyone was scrambling; trying to make changes on the fly. Being forced to run a remote operation, homeschooling kids while still being dialed in at work, being stuck at home with literally nowhere to go, trying to figure out how to generate revenue to keep businesses

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Do you know who is representing your brand on gameday? It’s something we’ve wrestled with for years at EngageMint. How do you get a third-party employee to represent your brand with pride? At a high-level, “make them feel like family,” or “treat them like one of your own employees” sounds great in theory. But in

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Our guest today is Kevin Gober, the Sr. Director of Employee & Guest Experience for the Atlanta Hawks. Kevin and I worked together for a long time at Disney Institute, on what we informally called “the sports crew.”  Kevin was on the content and facilitation side of the organization, leading and designing massive customer service

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Would you live in San Francisco without an emergency earthquake kit?Would you raise a family in tornado alley without a basement, cellar, or other safe place along with a family plan for what to do when the sky turns green and the sirens start blasting? Yeah, I am a “preparer” by nature, but I think

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Today’s guest is Javier Martinez Garcia, a Senior Advisor for Manchester City F.C and former Disney executive.  We get into a number of topics, here are just a few:  1) How to get your senior leadership team aligned around a customer-centric strategy 2) Fan experience vs. match-day experience3) Making business decisions built around your unique brand

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Moon Javaid, the Vice President of Strategy and Analytics for the San Francisco 49ers, joins us.  We discuss two main topics on this episode:How the 49ers are measuring their customer experience.We cover specific tools, implementation strategies, and business outcomesHow the 49ers approach creating incremental and non-traditional revenue49ers Fit – health & fitness centers owned by the

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We sat down with Barry Jacobson this week to talk about the difference between customer service and premium service. In Barry’s 30+ years a Disney Cast Member, he oversaw some of the most premium experiences Walt Disney World had to offer. From the convention centers and catering to Disney’s Fairy Tale Weddings, to his last role as head

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Lay-offs suck. But if you’re forced with the decision, there’s a better way to do it. Lay-offs should always be a last resort. As a leader faced with the decision, make sure you’ve exhausted all your options. Then go back, get more ideas, and exhaust all of those options. No matter your business, people are

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Jill Marchick, the Vice President of Customer Insights and Engagement for the Indiana Pacers, joins us on today’s episode.  This is an especially relevant episode if your organization is considering putting a survey out or gathering information for how your customers feel about your organization and returning to events. And it’s even more important that

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