ISBN 9789351340027,Loyalty 3.0: How To Revolutionize Customer And Employee Engagement With Big Data And Gamification

Loyalty 3.0: How To Revolutionize Customer And Employee Engagement With Big Data And Gamification



Tata McGraw - Hill Education

Publication Year 2013

ISBN 9789351340027

ISBN-10 9351340023


Number of Pages 304 Pages
Language (English)

Budgeting & financial management

oomed to fail. These programs, it turns out, don't inspire long-term loyalty. Once a better deal comes along, customers will gladly defect. Can you blame them? Silicon Valley start-up Bunchball, the pioneer and innovator in gamification, is light years ahead when it comes to the concept of loyalty - and using it to drive business profits and growth. Focusing not only on customer loyalty, but also the loyalty of employees and partners, Bunchball combines behavioral economics, big data, social media and gamification to inspire loyalty that lasts - from everyone involved in the success of a business. Now, in Loyalty 3.0, Bunchball founder Rajat Paharia reveals how you can use these same techniques to seize the competitive edge for your business. Paharia shows you how to create a system powered by human motivation and digital technology that creates ongoing, persistent engagement among customers, employees and partners. Loyalty 3.0 arms you with everything you need to know in order to build a loyalty and engagement program that drives a sustainable advantage for your business. Table of Contents: Acknowledgments Introduction PART 1: VISION Chapter 1: May You Live in Interesting Times The Three Faces of Loyalty The Road to Loyalty 3.0 We Live in Interesting Times Chapter 2: Whoever Figures Out Motivation Wins Fueling the Fire Deep Dive into the Five Intrinsic Motivators Piece of Cake? I Just Work for a Paycheck Chapter 3: The Next Big Thing is Big Data What is Big Data and Where Does it Come From? How Can We Use Big Data? Crunching the Numbers Big Data in the Consumer Space Big Data in the Employee Space Employee Hiring: An End to Hunches Workforce Analytics Big Data, Big Problems. What's Next? Chapter 4: Gamification: The Engine of Loyalty 3.0 This is Not a Game: The Difference Between Games and Gamification Games Are Intrinsically Motivating Adding the Spark of Gamification Mechanics The 10 Key Mechanics of Gamification Rewards = Meaningful Value Questions and Answers PART 2: EXECUTION Chapter 5: Case Studies in Customer Engagement Characters Welcome at USA Network Make Your Way to Rio with Chiquita Brands Insider Rewards at Warner Bros. Checking in with Foursquare Contributor Reputation with SAP Community Network More Loyalty 3.0 Communities Chapter 6: Case Studies in Skills and Learning Getting Fit with Zamzee Getting the Right Exposure to Adobe Photoshop Gearing Up with Ford of Canada Innovating in Education with Loyalty 3.0 Chapter 7: Case Studies in Employee Engagement Inspiring Agents with LiveOps Preventing Death by Power Point with BOX Going Social with Bluewolf Turbocharging Sales with Nitro for Salesforce PART 3: DIRECTION Chapter 8: Planning Your Loyalty 3.0 Program The Loyalty 3.0 Road Map Plan Chapter 9: Bringing Your Loyalty 3.0 Program to Life Design Build Optimize Chapter 10: Forward in All Directions Where We've Been Where We're Going Wrapping it Up