Brand to Fan Show

Welcome to Brand To Fan, Episode 30, with your host, Lauren Teague, and special guest, Kristi Herold! In this episode, we deeply explore the power of play in building a successful brand.

Kristi, Founder of "JAM", started her journey by founding an adult rec sports league in Toronto. She has since rebranded her organization during the recent pandemic to offer exciting provisions for corporate team-building events.

Join us as we journey through Kristi’s vision of building a healthy organizational culture through play, fostering a sense of camaraderie and engagement among employees. We will also explore the importance of integrating play into the workplace and how it enhances productivity and overall job satisfaction.

Listen in as Kristi unravels her fascinating plans for expansion and how JAM continues to promote productivity, joy, and impactful connections even in the remote workspace.

Get ready for an exciting, game-changing episode that promises to leave you contemplating the power of play in your own lives and workspaces.

In this Episode (Time Stamps):

01:05 CEO of JAM connects people through play.

03:57 Loved playing sports, started adult rec leagues.

06:29 Social play improves mental health and longevity.

10:21 Friendships in the workplace improve productivity.

15:25 Intellectual property humor boosts organization's popularity.

19:33 Retention: engagement and workplace friendships lead to happier customers.

25:16 JAM encourages fun team activities outside the office.

28:11 Remote work can foster connection and culture. Daily huddles are effective.

32:12 Easy way to celebrate and highlight achievements.

35:26 Toronto Sport and Social Club rebranded in 2021.

38:22 Vision to grow the organization, advertise, and market.

42:01 Biggest-ever seasons, acquisitions, growing sports & corporate events. Exciting, unpredictable journey!

43:26 Workplace culture: a little work, little play, foster friendships, better bottom line.

47:36 Favorite fanware: JAM Hockey jersey with personalization.

51:14 Fun is important for productivity and retention.

Here are three ways to support Lauren Teague and the Brand to Fan Show: 

Welcome back to the Brand to Fan Show! In today's episode, we have an extraordinary guest joining us. It's none other than the legendary Dave Raymond, known as the Phillie Phanatic, the iconic mascot of the Philadelphia Phillies for 16 years! 

Dave shares his incredible journey of how he understood the insecurities of Phillies fans and used the Phanatic to create fun interactions with opposing fans. He also opens up about a chance encounter that made him realize the importance of breaking the wall between fans and players. 

Our host, Lauren Teague, delves deep into Dave's experiences and the fearless leadership that allowed him to be creative and take risks. They also discuss the power of character branding, its impact on creating emotional connections with fans and customers, and how storytelling plays a vital role in building a successful brand. Dave even reveals his process for creating a character brand and shares his mission of spreading joy and kindness through his work. 

Stay tuned for an inspiring conversation that will make you appreciate the power of fandom and the impact it can have on building communities. Let's dive right in with our incredible guest, Dave Raymond!

In this Episode (Time Stamps):

[00:01:01] Dave Raymond: Phillie Phanatic to Mascot Whisperer

[00:07:15] Revered leader sets simple expectations and encourages feedback.

[00:07:57] Creating a character that aligns with the typical Phillie fan 

[00:14:46] Promotions create memorable moments; fandom builds family.

[00:16:58] Family-focused Phillies ownership creates memorable experiences

[00:21:37] No resume, thanks to unexpected career path.

[00:24:21] Sports work, family, and brand impact joy.

[00:27:37] A branding asset that leaves an impact.

[00:33:48] Caring storytelling, unique design, great performance

[00:36:16] How the iconic Gritty mascot originated

[00:41:50] Social media speed led to meme adoption.

[00:45:11] Powerful experiences, joy, kindness, enabling others. Brand and person fan.

[00:46:18] Wawa: a phenomenal convenience store connecting people.

[00:52:05] TL;DL Recap 

[00:55:02] Stop chasing shiny objects, build lasting affinity.

Here are three ways to support Lauren Teague and the Brand to Fan Show: 

Welcome back to another exciting episode of the Brand to Fan Show! In today's episode, host Lauren Teague sits down with the brilliant Ruby Newell-Legner, a visionary leader who has sparked service excellence across various industries. This engaging conversation delves into the fascinating world of fandom and how businesses can cultivate a loyal following. Ruby shares invaluable insights on the importance of leaders engaging with frontline staff and leading by example and the impact that exceptional customer service can have on building a passionate fan base. The strategies discussed in this episode apply across the board, from sports venues to service-based businesses. Join us as we explore the journey from Brand to Fan with inspiring stories and practical advice from Ruby Newell-Legner. Let's dive in!

In this Episode (Time Stamps):

00:00:01  Introducing Ruby Newell-Legner, a visionary leader of service excellence..

[00:05:02] Frontline to the executive: the importance of customer service.

[00:06:43] Why Leaders should engage with frontline employees.

[00:11:49] Excitement for favorite t[eam's playoff experience diminished by wrong colors in stands.

[00:14:05] Tampa Bay Lightning case study: 10,000 jerseys distributed; positive fan experience.

[00:17:03] Customer's perspective: Cycle, standards, list, training, adjustments, collaboration

[00:26:19] Revamped arena benefits successful WNBA Seattle Storm.

[00:28:27] Short staffing affects businesses, restaurants, and venues. Challenges include hiring and training temp staff. Online learning helps with basic training. Positive experiences lead to longer employment.

[00:31:42] COVID-19 accelerates touchless experiences in venues.

[00:35:10] Interactive rooms at Meow Wolf showcase memories and promote togetherness.

[00:38:59] Listen to fans, engage, ask, listen.

[00:41:27] Ruby’s favorite fanwear includes a cherished customized Lightning jersey.

[00:44:05] TL;DL Moment: Listen to the real-time recap of the conversation with Ruby Newell-Legner. 

Here are three ways to support Lauren Teague and the Brand to Fan Show: 

When Lauren Teague and Brittany Hodak get together, you know some brands' ears are burning! These two are obsessed with fandom in all shapes and experiences. Discover the secrets to transforming customers into superfans with author, speaker, and podcast host Brittany Hodak on this episode of #BrandtoFan Show. Explore how fandom, CX principles, and compelling storytelling can elevate your brand.

Brittany Hodak is an award-winning entrepreneur, author, and customer experience speaker who has delivered global keynotes to organizations, including American Express and the United Nations. She has worked with some of the world’s biggest brands and entertainers, including Walmart, Disney, Katy Perry, and Dolly Parton. She founded and scaled an entertainment startup to eight figures before exiting, and she is the former Chief Experience Officer of Experience.com. 

In this Episode (Time Stamps):

[00:02:50] Fanatical about entertainment and pop culture matters.

[00:05:51] Unforgettable fan experience sparks a quest to understand

[00:09:20] Childhood dreams of working in the music industry or as a ballpark vendor.

[00:12:03] Leap of faith propelled Brittany into entrepreneurship

[00:14:50] Dispelling the myth of easy success in entertainment.

[00:18:07] Be good enough to make people care.

[00:21:13] Framework helps understand customer needs; create superfan.

[00:26:14] Kids ask, Alexa explains, customer experience improvement.

[00:28:34] Branding: Focus on employees, not logo design.

[00:32:30] “Creating Superfans” is an intentionally different book by Brittany Hodak

[00:35:28] Execs ignoring expired mask mandate; missed opportunities to provide relevant info.

[00:38:47] Superfans seeking reciprocity, treat them well.

[00:43:31] Association of clothing with unsavory news stories now questioned.

[00:45:18] Superfan company idea was initially dismissed, but now popular

[00:48:10] Meaningful conversation on fandom; discovering superfans.

Here are three ways to support Lauren Teague and the Brand to Fan Show: 

Welcome to the Brand to Fan Show with your host, Lauren Teague. On episode 25,  we have an incredible guest, Jim Knight, here to share insights from his extensive corporate training and development career. Get ready to dive into the importance of hiring the right people who align with company values, the impact of training and development, and culture's crucial role in an organization's success.

Jim Knight has written books on leadership, service, and employee engagement, including his latest book, "Engagement That Rocks," set to release in 2024. As a former member of Hard Rock, known for its unique culture, Jim understands the significance of fostering a positive work environment and empowering employees to provide exceptional customer service.

Throughout this episode, Jim will share his experiences, observations from the corporate world, and stories from inspiring companies that go above and beyond to create an unforgettable customer experience. Discover the secrets behind their success and learn how you can implement their strategies in your brand.

So turn it up, settle in, and prepare to become a fan of today’s guest, Jim Knight. 

In this Episode:

[00:00:00] How to create brand fans and culture.

[00:04:20] Inherited a unique brand (Hard Rock) that led to an entrepreneurship mentality.

[00:07:47] Rock and roll culture shaped my life.

[00:11:52] High expectations, frustrated customers, mediocre businesses.

[00:15:35] Great point: business leaders need expertise in various areas, particularly customer service.

[00:19:17] Feedback on math: only extremes matter.

[00:23:09] Largest US convenience store values employee culture.

[00:25:55] Revolutionizing baseball and unique restaurant experience.

[00:29:11] Focus on training, development, and hiring right.

[00:35:38] Culture That Rocks: Teaching, Writing, and Speaking

[00:42:11] Chickfila and Furnituredealer Net are notable.

[00:45:06] Exciting job at Gatorland leaves a lasting scar.

[00:49:02] Jim Knight discusses the importance of culture, service, and communication in business.

Here are three ways to support Lauren Teague and the Brand to Fan Show: 

Host Lauren Teague sits down with author Phil Mershon to dive deep into creating memorable experiences and building a tribe of loyal fans for your brand. They explore the power of harnessing big ideas, making intentional choices to enhance business relationships, and the science behind crafting genuinely unforgettable events. Listen to them discuss the importance of first impressions, overcoming resistance, and the future of personalized event experiences. Plus, you'll hear fascinating insights into the creation of a mobile app for customized event journeys and the art of building a community of like-minded individuals. Get ready to be inspired and learn valuable strategies to turn your brand into a fan favorite during your next event or activation.

The Guest:

Phil Mershon is the director of experience for Social Media Examiner. He's been designing the Social Media Marketing World experience for over a decade. Drawing from over 25 years in creating customized events, Phil loves to create memorable moments and transformational experiences. In addition, Phil is a jazz saxophonist, a pickleball enthusiast, and the author of Unforgettable: The Art and Science of Creating Memorable Experiences.

In this Episode:

• 00:01:57 Phil Mershon is an event planner who seeks to create transformative experiences at events that leave a lasting impact.

• 00:04:07 Create meaningful and unforgettable experiences by combining positive moments and understanding the science of storytelling, providing a guide to crafting personalized events or books.

• 00:08:34 Harnessing your big idea, letting others shape it. Apply it to various aspects of life and business. Focus on making intentional choices to make it easier and more beneficial for others. AHA moments in research on memorable experiences and emerging science.

• 00:12:13 Exhaustion hampers engagement in storytelling.

• 00:16:37 The Exploration Place museum in Wichita fails to create an inviting atmosphere for its primary audience, causing negative first impressions and a need to overcome inertia.

• 00:17:14 A positive impression encourages people to be interested and engaged. Overcoming resistance and isolation is crucial for connecting with others.

• 00:22:31 Audience encouraged to express gratitude and pledge presence at event.

• 00:25:55 Retention business is important as it is cheaper and more effective than acquiring new customers. Word of mouth marketing is crucial. Creating a connection before the event is key.

• 00:29:20 Plans to form a community with shared interests, fostering organic discussions and diverse connections.

• 00:34:04 Listening and engaging with individuals to address concerns and offer support.

• 00:35:36 Creating a personalized mobile app with interactive features for events, aiming for a video game-like experience with user-selected choices.

• 00:39:26 Qualitative feedback led to the creation of a show for agencies.

• 00:41:36 Data helped identify the target audience's preferences, leading to improved music choices.

• 00:46:49 Met sister on flight, brother on team, from Oklahoma City, 2 hours away. Enjoyed conversations about field, attention to detail in practice.

• 00:49:47 Phil Mershon, author of Unforgettable, discusses creating memorable experiences and the three M's: memorable, meaningful, and momentous. He shares a story about Herman Effinghaus' research on attention and forgetting.

• 00:51:35 Foster connections before events to empower attendees. 

Here are three ways to support Lauren Teague and the Brand to Fan Show: 

Theresa Rose is a renowned brand and business crystallizer who has helped countless thought leaders clarify, amplify, and monetize their brilliance. Together, Lauren and Theresa delve into the power of deep emotional connections, the importance of co-creation and collaboration, and the role of simplicity in building a loyal fan base. From the influence of iconic shows like Carol Burnett and I Love Lucy, to the power of visual models and simplifying brand messages, this discussion is packed with valuable insights. So get ready to learn from the best and discover the magic behind strategic co-creation on this episode of the Brand to Fan Show.

In this Episode:

00:00:31 Welcome to the show, Theresa Rose.

00:03:09 Comedy and dance shaped her career path.

00:06:15 Inspiration from female leads, teamwork, co-creation. LEGO is a brand that empowers brand ownership. 

00:11:04 Co-creation and collaboration with stakeholders is key for success.

00:15:30 Connecting, love, purpose, simplicity, impact, community, empowerment

00:22:03 Visual framework clarifies, amplifies, monetizes your brand.

00:26:25 Brand connection through fan invitation builds identity.

00:28:23 Concise brand analysis, appreciate process and model development.

00:31:56 Ideas take form in shapes: triangles, circles, squares. 

00:35:11 Shapes are important visuals for conveying messages. Pictures are more impactful than words. Use simple and meaningful visuals to convey information. Avoid confusion and dilution of the point.

00:40:38 Regretful decision to get rid of MTV guest appearance memorabilia.

Here are three ways to support Lauren Teague and the Brand to Fan Show: 

On this episode of the Brand to Fan Show, host Lauren Teague welcomes Ryan Berman, founder of the consultancy firm Courageous and host of The Courageous Podcast.

Their conversation dives deep into the power of courage, authenticity, and the importance of creating fans for your brand. These two leaders discuss the impact of courageous leadership and how it can captivate both internal and external audiences to tell stories that invite others to experience your brand. 

Here are three ways to support Lauren Teague and the Brand to Fan Show: 

In this episode of Brand to Fan Show, Lauren Teague delves into the new trends on LinkedIn that can help businesses succeed on the platform. In addition to discussing how to showcase company culture and values, Lauren also shares an interview with Seth Bridges and the evolution of social media. Furthermore, Lauren highlights the importance of building relationships and cultivating fans instead of solely focusing on grabbing attention. Tune in to learn more about future-proofing a brand with human-to-human connections.

If you share or post about this episode, please use #BrandtoFan when you do!

In this Episode (Time Stamps):

[00:00:02] Brand to Fan podcast explores the fandom phenomenon.

[00:06:35] LinkedIn trends: spotlight culture and engage employees.

[00:12:22] Build fans, not just followers, for success.

[00:17:51] "Unlikely brands inspire with creative social media."

Where to find Seth

In this episode, we chat with Scott Stratten of UnMarketing, who shares insightful and entertaining stories about fan engagement and personalized experiences. As a huge music and sports fan, Scott explains the importance of treating fans as fellow human beings and recounts touching interactions he's had with famous musicians. He also offers valuable insights for businesses on building relationships with customers, including the need for authenticity and empowering employees to be themselves. Along the way, we get a glimpse into Scott's personal fandoms and how they fuel his passion for his work. It's a fun and informative conversation that will inspire you to focus on building real connections with your customers.

If you share or post about this episode, please use #BrandtoFan when you do!

In this Episode (Time Stamps):

0:31 - Introducing Scott Stratten

4:29 - Breaking down the fandom of the music industry

6:10 - When the world of music meets technology

11:45 - Breaking down the binary experience of fandom

16:20 - Embracing your fans

19:40 - The vulnerability of fandom

21:25 - OG Twitter interactions and how it’s changed today

29:50 - Fandom is not a project: it's a process 

32:50 - The exhaustion of measuring affinity

34:13 - Why brands should empower their employees to be authentic

45:20 - The ONE secret to building brand loyalty

47:38 - What Scott is a fan of right now

48:47 - Scott’s favorite piece of fanwear

Where to find Scott

In this episode, social media sports OG Jeramie McPeek shares his insights into the evolving role social media is playing in the sports industry. Plus, he shares a few gems about big-name clients and what it takes to get them to open up. Jeramie joins host Lauren Teague to discuss authenticity's importance, defining a brand's voice and tone, and measuring fan engagement. Tune in to learn more about the challenges and opportunities of being a social media manager in the world of sports.

If you share or post about this episode, please use #BrandtoFan when you do!

In this Episode (Time Stamps):

1:32 - Introducing Jeramie McPeek

3:41 - Insider secrets into Jeramie’s own fandom

6:15 - What fans really need to hear to build affinity for a brand

8:49 - Creating an emotional connection with your audience

10:27 - Becoming an investigative reporter to gain insight into your fans

12:29 - The keys to brand consistency

15:27 - Using AI to bolster your brand’s voice and tone

21:20 - The evolution of social media and fan culture in sports 

29:41 - Is social media a marketing channel or is it so much more? 

31:52 - Measuring the success of affinity within the social world 

34:22 - Balancing promotional content with building a brand

39:31 - Jeramie’s favorite piece of fanwear

43:26 - TL; DL

Where to find Jeramie McPeek

In episode 16, Lauren is joined by Ted Eleftheriou, a successful golf teacher and industry expert with a background in film and music. Ted brings a unique perspective to the golf world and understands the importance of creative marketing strategies to attract and retain both new and existing customers. He shares his experiences and insights on navigating the challenges of a changing industry, connecting with customers on an emotional level, and developing a brand that resonates with fans.

Ted and Lauren's conversation provides valuable lessons for marketing leaders and entrepreneurs to leverage their businesses and overcome obstacles in today's competitive market. Listen in as we explore the future of golf, the importance of employee development, and the stories that keep fans coming back for more.

If you share or post about this episode, please use #BrandtoFan when you do!

In this Episode (Time Stamps):

[00:02:21] From Heavy Metal to Golf Industry Success.

[00:06:41] From Film to Golf: A Love Story

[00:09:36] "Beyond Golf Lessons: Discovering the Why Factor"

[00:17:25] "COVID-19 boosted golf but where are the players?"

[00:22:50] "Reaching and Teaching: Boosting Golf's Accessibility"

[00:25:33] "Cultural Barriers to Golf Participation Persist"

[00:28:46] "The Power of Storytelling: Creating Lasting Memories"

[00:31:17] "Starbucks Employee Goes Above and Beyond for Disabled Customer"

[00:35:30] Shortage of workers causing industry hiccups

[00:40:45] "The Power of Emotional Brand Connection"

Where to find Ted

Joining me on the Brand to Fan Show is my friend Tamsen Webster. During our conversation, we dove into the importance of being relevant and remarkable in a world where attention is fleeting. Tamsen emphasized that every idea has a story beneath it, but it's crucial not to lose the core message in the storytelling process.

We touched on the risks of brands paying lip service to values that don't align with their actions, which can lead to dissonance and loss of trust. Tamsen shared her thoughts on how to bridge the gap between brand beliefs and fan beliefs. 

Tune in to this insightful and fun episode to hear more about Tamsen's Red Thread Method and her perspective on making your brand stand out in the crowd.

Whether you’re an entrepreneur, business owner or have simply lost the steam you once had for your job, this fantastic duo explores solutions for breaking out of Wonderhell and how to find fulfillment once again.

This episode is full of takeaways, so grab your earbuds and enjoy! 

In This Episode:

0:59 - Introducing Laura Gassner Otting

6:34 - Welcome to Wonderhell

11:39 - The drive behind entreprenuership

19:33 - Three types of people you always need in your corner

24:07 - Why so many of us identify with Imposter Syndrome

26:42 - Making bold choices in your career, even when you’re scared

28:25 - Finding your business inside Wonderhell

32:25 - Why we can’t unsee our future success

35:42 - The TL;DR wrap up

About Laura Gassner Otting

We’re renaming the show once again with today’s guest Ann Handley! In this episode of the Brand to FAnn show--see what we did there?--our host Lauren Teague welcomes Ann, who is a writer, author and digital marketing visionary, among many other things. 

The pair sit down to talk about how the rise of generative A.I. may change writing as we know it forever and what we should really be doing to serve our audience best. Ann also shares her secret to measuring activity around brand affinity and the easy way to build a personal relationship with your fans. 

In This Episode:

2:17 - The world’s first Chief Content Officer

5:50 - Generative A.I. is changing the writing game 

11:23 - Using subtitles as a marketing medium

15:35 - Creating intimacy with your audience using only words

20:17 - How long it REALLY takes to find your brand voice

23:09 - Giving yourself grace on brand growth 

29:31 - Amplifying the relationship with your audience 

32:19 - Getting personal with your newsletter community

40:31 - What Ann is a fan of right now

42:35 - Ann’s favorite piece of fanwear 

The TL;DL wrap up 

Want to know more about Lauren? Here are 3 ways to support the show:

Brand loyalty impacts us all, whether inside conference rooms or on every shopping trip. Leadership and marketing whiz Mary Nice sits down with Brand to Fan host Lauren Teague to explore why customer retention depends heavily on brand values and why clients expect businesses to walk the talk.

Mary is known for her expertise in developing programs designed to help businesses boost their bottom line, both inside and outside of the office.

The conversation delves into how different generations view brand loyalty and what it means to them. Mary shares her experience working with younger generations and the importance of building connections with them. She also discusses how the pandemic has changed the workplace landscape and what businesses can do to adapt.

Before concluding, Mary shares her personal experience of discovering TikTok and how it boosted her confidence. She talks about the role it played in her career shift and how it has helped her reach a wider audience. With Mary's expertise and experience, listeners will gain a deeper understanding of the importance of leadership in building successful brands.

Want to know more about Lauren? Here are 3 ways to support the show:

• Hire Lauren to speak for your company or event. Go to LaurenTeague.com to learn how.
• Want to see behind-the-scenes of Brand to Fan? Watch the Brand to Fan Show on YouTube.
• Discover, buy, and re-sell Second-Fan Fashion on FanWagn.com. Sign up today!

In This Episode:

• 1:37 - Introducing Mary Nice
• 1:59 - Fandom at an early age
• 4:40 - How the generational divide impacts the marketing industry
• 12:17 - What brand loyalty means to different generations
• 12:56 - Why you should break down your brand mission
• 14:17 - The importance of building internal company connection
• 17:45 - How emotional intelligence impacts leadership
• 20:02 - The major changes in the workplace since the pandemic
• 23:21 - What discovering TikTok did for Mary’s career

Episode 6 featuring Dana Snyder, founder and CEO of Positive Equation, is a must-listen for anyone looking to transform their online experience and create lasting fandom using their personal stories.  

Dana shares her expertise in digital marketing for non-profits and her passion for helping organizations make an impact by telling impactful stories about their people. She also discusses the importance of personal connection and how building a personal brand can create fandom for life.

Throughout the episode, Lauren and Dana discuss using a podcast as a professional development strategy, reveal the myths surrounding paid ad space, and how to strike a balance between personal and business branding. Dana also shares her tips for removing imposter syndrome and the key to visible reach in just one week.

Their common backgrounds in sports and entertainment allow Lauren and Dana to also explore how the principles of building fandom can be applied across various industries, including healthcare and higher education.

Don't miss this insightful and inspiring conversation with one of the leading voices in digital marketing for non-profits.

About Dana Snyder

Founder and CEO of Positive Equation, Dana Snyder, focuses her time on teaching nonprofits how to transform their online experiences to keep donors coming back. She hosts the podcast Missions To Movements and is a keynote speaker focusing on digital marketing for non-profits. .

Want to know more about Lauren? Here are 3 ways to support the show:

• Hire Lauren to speak for your company or event. Go to LaurenTeague.com to learn how.
• Want to see behind-the-scenes of Brand to Fan? Watch the Brand to Fan Show on YouTube.
• Discover, buy, and re-sell Second-Fan Fashion on FanWagn.com. Sign up today!

In This Episode:

• 1:20 - Introducing Dana Snyder
• 2:49 - Using a podcast as a professional development strategy
• 4:39 - How Dana got into nonprofit work
• 6:45 - The link from personal connection to fandom
• 9:50 - Building a personal brand
• 15:14 - What Dana learned from working on American Idol
• 18:00 - Why smaller brands should tell impactful stories about their people
• 22:20 - The balance of personal and business branding
• 23:40 - Removing imposter syndrome
• 26:59 - Myths surrounding paid ad space
• 31:20 - The key to visible reach in one week

Better business decisions happen after discovering your company’s organic community. In this episode, Lauren Teague is joined by community professional and consultant Jake McKee to explore the importance of customer connectivity and its role in fostering brand fandom.

Jake draws on his extensive experience in community management to share insights into what makes a community thrive and the common misconceptions that businesses have about their audiences. He explains that community management is all about creating a deeper connection with your audience and translating their needs to business operators.

Throughout the episode, Jake shares his perspective on what businesses can do to regain their customers' trust, maintain customer loyalty, and build a purposeful brand. As an example of how to regain customer trust, Jake recalls how Southwest Airlines leveraged community principles to regain its tarnished reputation.

Lauren and Jake discuss what it takes to build an engaged customer base, drawing on Jake’s experience working with brands like LEGO and Apple, and Lauren’s experience at the PGA TOUR and as a startup founder.  Brands that leverage the phenomenon of fandom to build affinity with their customers transform by creating long-lasting relationships that go beyond mere transactions.

With its mix of practical insights and personal anecdotes, this episode of the Brand to Fan Show is a must-listen for anyone looking to create a deeper connection with their audience and build a brand that inspires fandom.

About Jake McKee

Jake McKee runs Jake McKee Consulting, which is focused on helping organizations ensure that online spaces where customers connect are positive and effective both for the community members and for the company. He founded Community5, a monthly program that fosters connection, conversation, and camaraderie among community managers.

Want to know more about Lauren? Here are 3 ways to support the show:

• Hire Lauren to speak for your company or event. Go to LaurenTeague.com to learn how.
• Want to see behind-the-scenes of Brand to Fan? Watch the Brand to Fan Show on YouTube.
• Discover, buy, and re-sell Second-Fan Fashion on FanWagn.com. Sign up today!

In This Episode:

• Introducing Jake McKee
• Defining community management
• Creating a deeper connection with your audience
• Principles to regaining customer’s trust
• How to maintain customer loyalty
• What businesses are getting wrong about their audiences
• Translating customer needs through a community manager
• Don’t lose track of customer’s needs
• Boost your business by being purposeful
• The importance of internal feedback
• What we can learn from the evolution of Lego
• The history of Community5