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Mark Goldstein - Reinventing Loyalty with Gamification

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Mark Goldstein - Reinventing Loyalty with Gamification

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Loyalty programs are mostly buy 10-get-one-free, but they can be accomplish so much more. In recent years, the loyalty industry has embraced gamification, advancing our understanding of what works - and what doesn't - to drive customer behavior. Join loyalty pioneer Mark Goldstein as he covers the ins and outs of gamified loyalty, with an emphasis on how to bring fun, social and scalable engagement to loyalty endeavors - and how you can apply these lessons to your organization.

Loyalty programs are mostly buy 10-get-one-free, but they can be accomplish so much more. In recent years, the loyalty industry has embraced gamification, advancing our understanding of what works - and what doesn't - to drive customer behavior. Join loyalty pioneer Mark Goldstein as he covers the ins and outs of gamified loyalty, with an emphasis on how to bring fun, social and scalable engagement to loyalty endeavors - and how you can apply these lessons to your organization.

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Mark Goldstein - Reinventing Loyalty with Gamification

  1. 1. GAMIFICATION IS DRIVING LOYALTY
  2. 2. ABOUT MARK GOLDSTEIN FOUNDED LOYALTY LAB (NOW PART OF TIBCO SOFTWARE) HELPED LAUNCH 100 PROGRAMS. NOW ADVISE BADGEVILLE, KIIP, NOMI AND OTHERS CHAIRMAN OF BACKOPS BACKOFFICE AS A SERVICE
  3. 3. 80% OF LOYALTY AND GAMIFICATION EFFORTS FAIL Gartner Group 2013
  4. 4. WHAT WAS HARD IS EASY WHAT IS EASY WAS HARD SIGNUPS SYSTEMS MULTI-POINT INTEGRATION REGISTRATION-EASE REAL-TIME CHOICES PATIENCE CASH TRANSACTIONS/INTERACTIONS
  5. 5. TODAY’S LOYALTY PROGRAM COLD WAR THE ONLY WAY TO PLAY IS TO PLAY. THE ONLY WAY TO WIN IS TO PLAY GUERILLA WARFARE. AMAZON PRIME HARRAH’S TOTAL REWARDS STARWOOD REWARDS UNITED MILEAGE PLUS VS THE REST OF THE RETAIL WORLD
  6. 6. LOYALTY IS THE BIGGEST GAMIFICATION NICHE BILLION DOLLAR LOYALTY PROGRAMS DRIVE KEY REVENUE IN HOSPITALITY, GAMING, RETAIL, GROCER Y, AIRLINE, FINANCIAL SERVICES
  7. 7. WHAT I REALLY LOVE COLLECTING FRIENDS TO ACCOMPLISH SHARED GOALS CREATIVE INCENTIVES TO VISIT X EVERY FRIDAY USING DIMINISHING REWARDS TO DRIVE URGENCY MASS GOALS WHERE EVERYONE WINS (OR LOSES) LEADER BOARDS TO PIT COMMUNITIES AGAINST EACH OTHER (SCHOOLS, TEAMS, BARS)
  8. 8. SHOPKICK, EUCLID, NOMI
  9. 9. RECYCLEBANK
  10. 10. SAMSUNG
  11. 11. MANGO HEALTH
  12. 12. STRAVA
  13. 13. WALGREEN HEALTHY REWARDS
  14. 14. IF YOU ARE SELLING SOMETHING DON’T INTRODUCE A LOYALTY PROGRAM WHERE THE ADVERTISED ‘HOW IT WORKS’ IS REALLY BUILT AROUND A GAME DO INTRODUCE A SIMPLE LOYALTY PROGRAM (A GET $5 WHEN YOU SPEND $100) BUT HYPER-CHARGE THE ACCRUAL AND THE USER EXPERIENCES BY INTRODUCING SERENDIPITPOUS OFFERS AND CAMPAIGNS THAT ARE ALIGNED TO GAME MECHANICS
  15. 15. TODAY IS ABOUT LOYALIFICATION LOYALTY IS DEAD. PLAY IS ALIVE. DO WHATEVER IT TAKES TO KEEP THE ATTENTION THAT GETS TO THE NEXT BEST OFFER, ACTIVITY OR PURCHASE.
  16. 16. IT’S LOYALTY BUT ITS REALLY GAME MECHANICS THAT ARE DRIVING EVERYTHING. CONTACT ME @ MARKGEE

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