04:12 – Advice for institutions during this trying time we’re all undergoing.
05:06 – Three key components to building greatwill with key constituents
06:08-09:27 – Foundation principals or techniques to building greatwill
09:29 – The value of data in having intimate and authentic conversations with employees or clients
11:11 – Surprising and delighting occurs when you can deliver unexpected value that meets their needs, not theirs.
14:13 – Common mistakes organizations or institutions make during crisis situations
18:10 – Examples of organizations driving positive impact from doing it the right way
21:16 – Advice on how to communicate and manage relationships with staff who have been furloughed
26:33 – The #1 thing we want season tickets holders to know as a President or Athletic Director
28:22 – Training sessions people can run with their staff to help them through tough conversations
32:17 – Examples of connecting with fans on an authentic level
36:16 – Dealing with the era of misinformation
38:59 – What organizations should be doing to prepare for the end of this crisis
41:55 – Being true to your personal brand