Gamification news, tactics, case studies and more. The official blog of Bunchball.
Resolve to Make 2015 the Year Your IT Service Desk Becomes a True Strategic Partner
I wish I could sugarcoat it, but I can’t. Truth is, most IT service desk managers will start the New Year facing significant challenges. Why? Because customer satisfaction rates are continuing to fall, and now severe impacts on productivity are cropping up. In fact, a study commissioned by BMC Software found that the gaps between business users and IT service agents from all types and sizes of organizations in all geographies are now responsible for productivity losses ranging from 10% (a few hours per month) to more than 50%. As Forrester points out, that means companies are losing money because their people can’t work – and of course, that means customer satisfaction is destined to erode even more.
What’s the problem? Why can’t service and support teams do a better job of connecting with the customers, employees and partners who reach out to them seeking help?
Three Reasons Gamification Is Better Than Black Friday
Retailers invest enormous resources in their Black Friday promotions – and perhaps that’s no surprise. The holiday season is retail’s most competitive period of the year, and with more than $50 billion in sales on the line for just one weekend, conventional wisdom would argue that it’s worthwhile to pull out all the stops in order to lure customers with special offers and deep discounts.
But how loyal are Black Friday customers in the long-run? Are you really loyal to that big box store, or are you only camping outside of it because that TV you had your eye on is cheaper there than at the store across the street? Is there a better way to drive sales and increase revenue?
Does Your Social Community Have an Activity Inequality Problem?
What user behaviors are most valuable in your company’s social collaboration platform? Do you know? And even more importantly, once they’re identified, what can you do to encourage more users to engage in these high-value behaviors?
At Bunchball, we believe that in order to build a vibrant, active community, it’s critical to understand exactly who’s using your platform – and how. Then, once you have that data in-hand, you can work to optimize collaboration by facilitating participation, broadening conversations, and encouraging dialogue that endures. In other words, we know that you can increase the ROI of your social collaboration platform if you can determine the behaviors of high-valued participants and then replicate those behaviors across all users.
Why so much emphasis on the word “all?”
A Halloween Tip From Bunchball: Use Gamification To Ward Off Zombies
Zombies make great TV characters, movie villains and Halloween costumes. But, let’s be honest, there’s no place for them in your business strategy.
Too many companies have practices or tactics that lurk around like zombies. Similar to the “undead”, these business practices may have once been vibrant and useful, but now they’re lifeless, ineffective at best ... and extremely difficult to eliminate. You know what I’m talking about: the old-school communication approaches, the fear-based directives (“Do this or else!”), etc., etc.
Well, since October is the month when all the ghosts and ghouls come out, now is the perfect time for me to offer you this Halloween-inspired tip: You can use gamification to ward off zombies. Really. I’m not kidding. And to illustrate my point, I’ve compiled a brief overview of what I consider the five most dangerous business zombies and how gamification can put them to rest, once and for all.
Preparing For JiveWorld 2014
Next week, I’ll be moderating a panel at JiveWorld featuring T-Mobile, Pearson and UBM. We’ll be talking about gamification–of course–and the other day, as I was putting the finishing touches on prep work, I caught myself reminiscing about all that’s happened at Bunchball in just a few short years.
It wasn’t all that long ago that people would hear the term “gamification” and jump to conclusions. The automatic assumption was that it had something to do with entertainment or that it was some kind of short-lived tactic for tricking employees into doing things they don't really want to do.
But that’s not gamification at all.
Guest Post: Bluewolf Goes Social - 4 Keys to Gamification Success
The year was 2011. Bluewolf was looking for a way to engage employees internally and to harness their knowledge for thought leadership. We had a global workforce — subject-matter experts spread out across countries, continents, and hemispheres. In light of the era’s social media revolution, a question soon arose: “How could we turn this diverse and dispersed organization into a unified group of social collaborators?” The answer was gamification.
After a period of incubation, the #GoingSocial program was born. By leveraging Salesforce Chatter, we built a successful gamification initiative to spur collaboration, communication, and knowledge sharing — both internally and externally. Now, after three years of continual innovation, the program is still facilitating collaboration across the organization to drive business results.
Below are four tips gleaned from our experience to help you craft a successful gamification program:
Gamification Marketing: How to Increase Employee and Customer Engagement
I’ve seen firsthand how marketing’s role has become increasingly strategic. Gamification marketing turns that strategy into engagement and results.
Using Gamification to Improve Sales Effectiveness
As someone who has worked in sales for more than 20 years, I know first-hand how difficult it can be to develop, and then nurture, effective sales teams. MHI Global summarized the challenges quite nicely in its recent report, which identifies three specific attributes as the cornerstones of a performance-oriented sales culture: Customer Core (how an organization engages with its customers), Collaboration (how people at an organization work with customers and together) and Calibration (how an organization measures, recognizes and rewards accomplishment).
But here’s the problem: The data collected in the study indicates that less than half of those polled feel confident that their companies are working optimally in these three areas. Check out these findings, where I list MHI Global’s reference point for each attribute, along with the results tabulated for World-Class Performers and All Respondents:
Guest Post: How to Inspire Financial Literacy and Motivate Employees to use Workplace Retirement Plans
I’m sure you’ve seen the headlines. You may even be guilty yourself. We know that people are just aren’t saving enough.
A resent survey found that 75% of employees have put aside less than a quarter of what they will need in retirement, while among those who who are close to retirement (50 and older), 47% are still less than a quarter of the way there.1
And yet, other research revealed that even though 74% of those surveyed with a workplace savings plan fully acknowledge that they are forgoing “free money” if they don’t contribute to the maximum company match, only 17% said they maximized their contributions.2
Learn To Drive Brand Loyalty Among Today’s Distracted Consumers
How much are you spending on customer acquisition?
Whatever it is, I’d wager it’s more than you’d like . . . and probably much more than you spend on customer retention.
Since most analysts agree that acquiring new customers now costs 4-6 times more than retaining the ones you already have, wouldn’t you rather engage your loyal fans, instead of continually depleting resources to attract new ones?