FLIP THE SWITCH

We sit down with leaders in customer & employee experience to tease out new mindsets, core principles and best practices. Built specifically for leaders in sports & entertainment.

On today’s episode, David and KG are joined by guest Elisa Padilla, former Senior Vice President, Creative Strategy & Partnership Marketing for Roc Nation, and former Senior Vice President of Marketing for the Miami Marlins. Elisa, David, and KG talk about customer-centric marketing and how the way you lead and the perspectives you shift allow you to achieve it more successfully. 

Show Notes:

(06:52) Infusing the Jay-Z “Star” mentality from “Street to Seat”

(10:51) Walking the walk over and over again – creating sensory experiences in Barclays Center

(14:28) Refining the customer journey experience for personas and current trends 

(16:55) Apple’s obsession with details

(21:53) Changing perspectives to change processes 

(24:06) The 360 degree approach to the customer experience

(28:20) Reflecting the town culture in the game day experience

(29:40) The hybrid model of engagement – evoking emotion to drive action

(33:38) Leveraging digital revenue streams and expanding the fandom

(39:11) Monetizing the storyline – lessons learned from Trapital and Drake

(41:00) Takeaways from Roc Nation Unified

(43:55) Flipping the narrative – “KickItByEP“

(52:05) The Disney Influence on Brooklyn Sports and Entertainment

(53:50) Elisa’s Friday Leaders Walk

(59:20) Lead with empathy and compassion


Additional Resources:

Dan Runcie – Drake’s Best Year

KickItByEP

Elisa’s favorite episode – KickItByEP with Katrina Palanca


Where to Reach the Guest:

LinkedIn – https://www.linkedin.com/in/elisa-padilla/

Twitter – https://twitter.com/eprican?s=20

Instagram – https://www.instagram.com/kickitbyep/?hl=en


Tags

customer experience, customercentric, customerengagement, employee engagement


You may also like

Building Athlete Brands and Priming for NIL with Jim Cavale

How to Turn Fans Into Customers with David Meerman Scott

Leave a Reply

Your email address will not be published. Required fields are marked

{"email":"Email address invalid","url":"Website address invalid","required":"Required field missing"}

Score fresh CX & EX insights 

leaders from these organizations know what's up. 

Join leaders from across the sports & entertainment industry who subscribe to EngageMint's weekly insights.