Gamification news, tactics, case studies and more. The official blog of Bunchball.
Some see Millennials as needy, entitled and self-centered.
To others, they’re rugged, tech-savvy individualists, full of optimism and eager to collaborate when needed.
Either way, there’s no denying that Millennials are destined to have a powerful impact on the workplace. Indeed, researchers estimate that by 2025, Generation Y (born 1978-1994) will comprise nearly 75 percent of the world’s workforce.
Social collaboration platforms are designed to help organizations engage the right people, accelerate innovation and improve business performance.
Unfortunately though, I’ve heard from many managers who feel underwhelmed by the results their social collaboration platforms produce. They’ve had only limited success and are often left scratching their heads, wondering what they could be doing differently.
From my perspective, the missteps are rather obvious.
Schools across the country are opening their doors to students eager to start a new year of classes.
And you can bet that most of these young folks are outfitted with the latest fashions, supplies and devices. Indeed, data from the National Retail Federation (NRF) shows that back-to-school spending for K–12 and college for clothing, shoes, supplies and electronics is expected to reach $74.9 billion this year!
Of course, that comes as no surprise to anyone who has been inside a mall over the past month, where it’s difficult not to succumb to a mind-numbing haze of saturation in this competitive market. Every store and kiosk is stuffed with the latest “back-to-school this” and the next “must-have that,” all clamoring for attention. Consumers are, in a word, distracted—by all the choices . . . and by online merchandising and social media platforms that produce an endless stream of deals and information about what’s “hot.”
As Pam Goodfellow, Prosper Insights Consumer Insights Director, sums it up, “Students will make sure to keep one eye on social media and the other on retailers’ websites as they seek out what’s new and exciting in their hunt for fresh, fashionable and relevant back-to-school gear.”
It’s how shoppers operate now –whether they’re in the market for back-to-school items, groceries, manufacturing machinery, software or anything else. Typically, there are numerous product options, coupled with a wide array of channels and platforms –each one overflowing with information, offers, reviews and advice.
Recent research by Deloitte found that 62% of organizations view customer experience provided through contact centers as a competitive differentiator. What’s more, 40% of the organizations that participated in the study have dedicated customer experience resources, and 82% recognized “accuracy and quality of information” as the most important customer experience attribute.
Do your call centers give you a competitive edge? Do your agents deliver quality service . . . and do they provide it efficiently and effectively?
Gamification can directly impact your answers to those questions. Here’s how:
As I explore a new venture in community building at LogicMonitor, I want to chronicle a bit of my own thought processes in digging the foundations, sinking the support beams, and ensuring a community can thrive in the ecosystem of a sponsor.
To review, here are my five ways:
- Naming that works
- Flexible platforms for the long haul
- Become a sought after destination
- Integrate with daily life
- Incent use
Now, let's dig into my last two ideas for future-proofing a community
4. Integrate with Daily Life
Maybe this is an extension of being a logical destination, but it can also be missed very easily. You need to be more than an interest, unless the community you create is only your hobby.
I am sure this post could and will expand well beyond the five ideas that I’ll explore, but I’ve hit at least 5 core points. As Director of Community at SolarWinds, I managed a successful gamified community called “thwack” which led to millions in support cost savings, 150+ new customer-driven ideas and 100+ testimonials for SolarWinds. As I explore the green field of a new venture in community building at LogicMonitor, I want to chronicle a bit of my own thought processes in digging the foundations, sinking the support beams, and ensuring the community I/we/you build can thrive in the ecosystem of your sponsor.
Here are my five:I am sure this post could and will expand well beyond the five ideas that I’ll explore, but I’ve hit at least 5 core points. As Director of Community at SolarWinds, I managed a successful gamified community called “thwack” which led to millions in support cost savings, 150+ new customer-driven ideas and 100+ testimonials for SolarWinds. (Link to blog post: http://www.bunchball.com/blog/post/1376/thwack). As I explore the green filed of a new venture in community building at LogicMonitor, I want to chronicle a bit of my own thought processes in digging the foundations, sinking the support beams, and ensuring the community I/we/you build can thrive in the ecosystem of your sponsor.
As Bunchball’s Founder and Chief Product Officer Rajat Paharia wrote about last month, the gamification landscape is shifting. More and more people know “the basics.” They understand gamification involves motivating people through data. They appreciate that it adds real business value and has proven to be an effective way to engage customers, employees and partners.
In other words, I’m now part of fewer and fewer conversations that begin with the question, “What is gamification?” Instead, people are looking for answers to questions like, “What can gamification do for us?” and “How can we get a gamification solution up and running where we work?”
Get to Know Your Customers Day falls on the third Thursday at the beginning of each quarter –that means it’s happening this week on July 17. For me, Get to Know Your Customers Day serves as a valuable, periodic reminder that satisfied, loyal customers are essential to profitability.
But ask any marketer and they’ll tell you: Keeping customers satisfied and loyal is becoming more and more of a challenge. Consumers are barraged with options, offers and media noise like never before, and it’s increasingly difficult to ensure your brand message can cut through all that noise.
Is there anything that can help shift the odds in your favor?
Hourly employees are notoriously difficult to engage and maintain –and perhaps no one knows that better than those of us in the restaurant/food service industry. I work for RMH Franchise Corporation, which operates more than 130 Applebee’s restaurants, and so I’m well aware that turnover rates for hourly employees in the restaurant industry can only be described as “crazy” or “insanely” high. Consider this: Turnover for hourly-employed bank tellers is labeled “high” when it reaches 30%, but the average turnover for hourly-employed restaurant workers logs in at 125%!
Fortunately, at RMH, we’ve discovered how to start turning statistics like those around –and the key to our approach is this: gamification.
With a predisposition to explore and a propensity for curiosity, humans are natural innovators. Without this instinctive urge, prehistoric humans wouldn’t have created spears to help them hunt, and they wouldn’t have learned to build campfires to avoid freezing to death. Innovation is paramount for survival, and yet . . .
In the business world, we’ve all experienced barriers to bringing new ideas to fruition. Sometimes there’s pushback (or even ridicule) from our “tribe.” Sometimes there’s a palpable fear of change. Often, the problem is simply not knowing where to start.
As an innovator in your company, you’re undoubtedly aware of how gamification—a proven strategy for engaging customers, employees and partners—is shaking up the business world. But you may be wondering exactly how to bring this data-driven motivational tool into your workplace.
Here are nine steps to get you moving in the right direction: