loyalty 3.0: how to revolutionize customer engagement with big data and gamification by rajat...

@rajatrocks @bunchball #gamification

The Leader in Gamification

• Founded: 2005• Customers: 320+• Employees: 60+• Created Gamification Industry in 2007• Constant innovator in the field

“For anticipating the gamification explosion before anyone knew what gamification was.”

@rajatrocks @bunchball #gamification

What is Gamification?

• Measure & Motivate• Reward & Recognition• Reputation• Loyalty• Guiding & Amplifying High Value Activity

> Motivating People Through Data

@rajatrocks @bunchball #gamification

Motivation +Big Data +Gamification =---------------------------

Loyalty 3.0

http://loyalty30.com

@rajatrocks @bunchball #gamification

The 10 Gamification Mechanics

• Fast Feedback• Transparency• Goals• Badges• Leveling Up

• Onboarding• Competition• Collaboration• Community• Points

5

@rajatrocks @bunchball #gamification

Employee Motivation

@rajatrocks @bunchball #gamification

Consumer Motivation

@rajatrocks @bunchball #gamification

HARNESSING 360 DATA FOR COMPETITIVE ADVANTAGE

Warner Bros. Insider Rewards

@rajatrocks @bunchball #gamification

@rajatrocks @bunchball #gamification

Benefits

• Track and reward online activity and engagement• Measure which activities & content on sites most compelling and

most viral• “Warm” audience for new marketing campaigns• Currency that could be used to direct audience• Currency that could could be traded for data• 360 degree view of the customer:

• DVDs purchased• Movies rated• Trailers shared• Movie sites visited…

@rajatrocks @bunchball #gamification

INCREASING PATIENT COMPLIANCEHopeLab - Zamzee

@rajatrocks @bunchball #gamification

@rajatrocks @bunchball #gamification

@rajatrocks @bunchball #gamification

Results!

• 59% increase in physical activity• Doing push-ups non-stop for 45

min/week• Scrubbing floors for 3 hrs/month• Chasing wild pigs for 6 min/day

• Impact persisted for at least 6 mos• Slowed gain in “bad” cholesterol• Helped control blood sugar levels

@rajatrocks @bunchball #gamification

USING COMMUNITIES & CROWDSOURCING FOR DISRUPTIVE INNOVATION

Kraft Canada – First Taste

@rajatrocks @bunchball #gamification

@rajatrocks @bunchball #gamification

@rajatrocks @bunchball #gamification

@rajatrocks @bunchball #gamification

@rajatrocks @bunchball #gamification

@rajatrocks @bunchball #gamification

CUSTOMER COMMUNITIESEloqua

@rajatrocks @bunchball #gamification

Results!

• More users answering questions instead of employees• Customers engaged in the community more likely to renew• Vibrant community attracts customers• 40% increase in support call deflection