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Get Your Game One: How Gamification Can Work For E-Commerce
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Get Your Game One: How Gamification Can Work For E-Commerce






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  • Hello Good morning, good afternoon, and good evening. Thank you for joining us for the webinar. We have close to 1,000 registrants from all over the globe and we are excited to talk to about a hot topic of late, Gamification and how it can work on your e-commerce site.
  • On today’s webinar, you will hear from Jean Kao,Gamification expert. Jean is Director of Product Management for PowerReviews where she specializes in web applications and user experience, designing products with the end user in mind. Prior to PowerReviews Jean worked for Earthlink where she maximized usage and revenue of client software for the brand PeoplePC. You will also hear from Dave HawleyDave leads product marketing at PowerReviews and is responsible for bringing innovative products to the marketplace. Prior to this role, Dave held product marketing, demand generation and market research positions at Dell, ServiceMax, Amdocs and The Yankee Group.
  • JEAN: (Read agenda)Fortoday’s Webinar on “The Science of Gamification”I’ll be starting with “What is Gamification?”Then I’ll talk about “How Does Gamification Create Loyaltyfor e-Commerce Companies?”Followed by “Loyalty & Gamification Best Practices”At this points I’ll turn it over to Dave for “Success Stories & Live Examples”And a “PowerReviews Overview”Finally we’ll wrap it up with a short “Q & A” session
  • So what is gamification?Gamification and game mechanics isn’t necessarily about making a site more fun.It's really about taking the exciting, productive, addictive aspects of game play and trying to integrate them into the site experience to increase engagement, loyalty and conversion.
  • Gamification focuses on activities that are self-motivated and generate intrinsic rewards.Contrast this to extrinsic rewards such as discounts or offers, commonly known as the “carrot” as in “carrot & stick”. While extrinsic rewards may work in the short term, they are not great at deepening engagement in the long term.Think of it this way, if you are paying people to do something, how meaningful is that relationship? Especially if it’s not something they are interested in doing on their own.What’s the likelihood they will keep doing it a week from now, a month from now, a year from now just because you’re paying them?True loyalty occurs when users want to do something themselves, without a “carrot” dangling in front of them.We want to take BF Skinner’s classical conditioning and turn it on its head so that the rat will “press the lever for kicks” instead of food.
  • Here’s a cartoon I found that illustrates the difference between extrinsic rewards powered by discounts/offers and intrinsic rewards that lead to loyalty.It’s called Pavlov’s Promotions.Someone in the company asks “Won’t these constant promotions simply train consumers to only buy us at a discount”Someone else replies “Naah, promotions drive trial and trial leads to real loyalty”Meanwhile the customer is asking “What brand is promoting this week?”Another customer answers “Who cares? I’m already salivating”
  • If you’re still not convinced, Daniel Pink in his book “Drive” argues that intrinsic rewards are the best way to get results for tasks that require creativity, flexible thinking and thoughtful solutions. Extrinsic Rewards are best for tasks that are prescriptive and rote – where getting the work done faster is the main goal. Which one of these describes the way you want your users to relate to your site?Do you want your users to be engaged with your site in a way that they take pleasure in the activities?Or do you want them to be focused just on the outcome?
  • As an aside, if you’re interested in learning more about motivation theory I highly recommend “Drive” by Daniel Pink. It’s a recent New York Times bestseller and is a pretty quick read.And if you’re super interested you should go straight to the source “Me-HI CHEEK-sent-me-HI” and his book “Flow” on positive psychology.
  • So now that we’ve discussed the theory behind gamificaiton how do we apply it to e-commerce sites?We want to use gamification to drive user rewards and incentives whereUsers feel invested in the siteUsers have long terms goals and therefore reasons to keep returning to the siteContent and activity are rewards in and of themselves and users find it enjoyable to interact with your site
  • We create intrinsic rewards by giving the userSatisfying work with meaningful rewardsThe experience or hope of being successfulStronger social connectivityAndthe opportunity to be a part of something larger than themselves
  • So how do we do this?Game Mechanics are the tools we use to “gamify” a site and create intrinsic rewards.(Points) Points allow you to keep track of user activities and make it easy to shape user behavior. Points should work more like a statistic rather than a “score” where there are winners and losers.(Status/Levels) As users accumulate points and move towards their goal, they’ll want to how far they’ve come and how far they have to go. Levels are a way to indicate status. A good example is karate, you start with the lowest level – a white belt, and move up to the highest level – a black belt.(Achievements) Along the way, it nice to provide users with small goals they can achieve in the short term. This helps keep them motivated towards their long term goal. Like when you’re training for a marathon. You might not be able to run the full distance for months, but every day you can run a little further or a little faster. You can start with just being able to run 5 miles without stopping. Or run 5 miles under an hour. These are small achievements on the way to being able to run a marathon.(Badging) It’s good to make both levels and achievements visible with badges. Recognition from you and the community can be very meaningful. Otherwise "If a tree falls in a forest and no one is around to hear it, does it make a sound?”(Leaderboard) The leaderboard is the most visible aspect of gamification on your site. It’s a way for users to engage in some friendly competition and a great way to recognize your most loyal advocates.
  • Gamification provides a framework for designing your user experience to increase loyalty.It allows users to link their online experiences together and work towards a goal.It’s a technique to increase participation and loyalty.What’s new is that gamification and loyalty are now being applied to site engagement, users can now collect points and rewards for online activities.
  • Traditional loyalty programs are only tied to purchases and rely on extrinsic rewards.They usually only work when the user already wants to do something but is just deciding which vendor to go with.Frequent Flier mile programs are a prime example.You earn miles when you spend money – whether it’s on flights, hotels, or other partner companies.By being loyal to a particular airline, you can accumulate miles that can be cashed in for flights or other rewards.You can also earn elite status and get VIP treatment.For some people, like George Clooney’s character in “Up in the Air” who brags about all the elite status he has at the hotel bar, accumulating frequent flier miles is a pleasurable activity where all they want is to become part of an elite club.But for most of us, frequent flier miles wouldn’t mean anything without the rewards.What if you didn’t get any special treatment for becoming an elite?What if you earned miles but didn’t get anything for them?Would you still be loyal to that airline?If you weren’t already planning on flying somewhere, would you buy a ticket just to reach elite status?
  • With loyalty moving online, there’s a huge opportunity to use gamification to create a meaningful relationship between you and your customerTo motivate customers to return to your site between purchasesAnd to influence their behavior and create intent,As well know, users can demonstrate their loyalty in many ways – by telling their friends about your brand, about recommending your products in forums, by writing happy reviews.Although the user isn’t spending money, their actions leads to increased conversion for your site.So why not reward these actions as well as purchasing?
  • By using gamification to engage your customers and give them recognition and rewards, you can influence their behavior to turn simple visitors into repeat visitors and brand evangelists, ones who will broadcast your message and sell your products for you.
  • The result is that gamification can deepen engagement and create loyalty, leading to increased revenues for your site.Along the way it delivers more content, higher quality content and more social sharing.
  • PowerReviews can provide you the platform and tools to implement loyalty on your site, but it’s up to you to give the program meaning.
  • In this cartoon a woman receives a message “Congratulations! You’ve unlocked this gamification badge. I engaged with a brand and all I got was this lousy badge. Compete on our leaderboard to become “mayor” of this lousy campaign.”It’s up to you to make sure this doesn’t happen.
  • Once you decide you want a loyalty program, the first thing you need to do is think about your community.What are their values and goals?You’ll want to make sure that whatever program you implement is aligned with those community values and goals.Think about why customers engage with your brand and what elite status they would be proud to achieve/master.sharing knowledge, community expertinfluence within the community, community leaderinfluence with brand, brand ambassadorDetermining the motivation will set the tone for the rest of your loyalty program.
  • Part of knowing what motivates your community is knowing how they interact with your site and with each other.Traditionally game designers have been using Bartle’s Player Types to determine player interaction and motivation. The theory was developed in 1996 and based on multi-user games. Since we’re not designing a game but rather talking about loyalty and engagement, this framework is probably not the best approach even though it’s brought up all the time in gamification circles.
  • I prefer to use Amy Jo Kim’s social engagement matrix. She looks at whether users prefer to act versus interact, and whether that’s through content or other users.Based on these preferences users are categorized into those that like to express themselves, those who like to compete with each other, those who like to explore the site, and those who like to collaborate with others.There’s no right balance of user types. The important thing is that you look at what opportunities you are providing your users and what they actually doing. Is there a good match? Is there a way for you to provide more engagement opportunities? This will also give you a good idea of your users’ social style and how you want to position or market this program to them and what actions you want to give points for. If the majority of your users are explorers, then you don’t want to promote the competitive aspects of the program or users may be turned off.Each of the features like leaderboard, badges, points can be seen as a validation, competition or acknowledgement. You’ll want to message your users in the right way.
  • Once you know your community motivation and social style, you can start thinking about a theme for your loyalty program.What is your site about?Think about the theme or topic for your site and to align your messaging and assets.For example, Woolrich is an outdoor clothing company so their theme is around “The Experienced Guide Program”.
  • User ActionsWhat actions are your customers already taking on your site? You can use points to amplify those actions – to get more people to do them and do them more often. If an action is not resonating with your community, points will probably not be enough to get them to start and you might want to consider not including it.LevelsAs users accumulate points and move towards their goal, they’ll want to how far they’ve come and how far they have to go. Levels are a way to indicate status. A good example is karate, you start with the lowest level – a white belt, and move up to the highest level – a black belt. Levels should be configured to fit the range of customers on your site. The lower levels should be within reach for someone who is just starting to participate. As customers get better and better, the higher levels should be spaced further apart so that they’re still challenging.You don’t want levels to be too easy. Otherwise they won’t feel genuinely earned and their value decreases. If you didn’t have to work so hard to become a karate black belt it wouldn’t mean as much.
  • Badges are a way for customers to extend theiridentity, like boy scout or girl scout badgesOnce they have earned a few badges, it becomes harder for them to leave the program of investment they’ve made so far.Badges and other visual assets are also a way to tap into the game mechanic of collecting & collections.People love to collect things whether it’s stamps, baseball cards or teapots.However, to make badges worth collecting the assets need to be appealing and even better if they look tangible. Try to think about if your badge was a real pin would you want to put it on your bag or backpack?
  • The leaderboard is the most visible aspect of your loyalty program so it’s important that it expresses your community values and follows the theme you’ve decided on.You want to provide consistency to customers who are already a part of your loyalty program, reinforcing the reasons why they are participating.The leaderboard should be something they are proud and excited to be on.At the same time you want to be able to promote the program to customers who haven’t yet joined by showcasing the community and enticing them to join in.
  • Onboarding is all about how you introduce the program to “newbies”.So you’ll want to think about how your customers can find and learn more about the program.How can you make them feel welcomed and get them started?A loyalty program is a way for you to influence user behavior on your site. So make it easy for them to join.Create a landing page with detailed information about the points system and badging.Include the program as part of your follow-up emailHave marketing banners throughout your site
  • If you have the program set up correctly, customers will be self-motivated to engage with your site and won’t need rewards.But if you’d like to give rewards then make sure it’s a “thank you” for their hard work and not an incentive or “payment for services”. It’s a very subtle difference but very important. If users expect a reward then that will take away from their self motivation.The rewards should be spontaneous, not scheduled or expected. Don’t give rewards for everything and don’t give them out on a regular schedule. Make sure the rewards you give out are relevant to your loyalty program and align with your community values & goals – better to give rewards for free shipping, or discounts than Facebook credits. Even better if the rewards can somehow generate more of the same activity, for example if you are giving a reward for “Liking” a lot of products, set up the reward so the user can “Like” it as well.
  • In order to create a sustainable system, you’ll want to make sure you design for the entire player lifecycle.Image credit to Amy Jo Kim, designer of social games and gaming environments, CEO of Shufflebrain.newbies need to learn the ropeswelcome = goals + progress + achievable rewardsregulars need fresh content/activities/challenges extend levels and achievements so that there are always new challengesdeliver increased challenge & complexity as your players' skills improveenthusiasts need exclusivity, recognition, impact
  • Some pitfalls to be aware of.1. You want to make sure that that any points and badges on your site are rewards in and of themselves and not merely a way to get discounts/offers. It’s understandable that you want to give tangible rewards to your most engaged and loyal users.However if you tie in discounts/offers too tightly with points, then points become a form of virtual currency where users are just earning points to get those discounts/offers and not really interested in your site.2. You’ll also want to make sure that the actions that users can earn points for are aligned with your community values and goals.For example, if you want to motivate your users to become “community experts” then you’ll want to include actions like helping other users as something they could do to achieve that status. You may not want to include actions such as simply logging in or friending another user unless you can explain how it helps them become a “community expert”. If the actions are not aligned then the user will be confused and lose trust in the program. Now we’ll do another quick poll before I turn things over to Dave.
  • THANKS JEANDave’s turn
  • This is the leaderboard for Step2, what they call the buzzboard. This is powered by PowerReviews software but completely customized to fit their site and e-commerce goals. Let’s step out of the deck and visit Step2’s site to see the real thing<>Let’s begin by pulling up the Step2 homepage.http://www.step2.com/· Step2 has actually integrated PowerReviews’ Social Loyalty with a dedicated tab on the navbar – BuzzBoard (click)· Here is the Loyalty Leaderboard for Step2. · Step2 rewards customers with points for taking key actions that drive performanceThey award points in order to encourage specific behaviors and actions on the sitesuch as:1. Writing the first review on a product2. Sharing more social content to Facebook3. encourage customers to Upload photos & videos with their reviewsPowerReviews Loyalty program allowed Step2 to assign specific points for each action, it is all completely customizable. • Rewards are then summarized on the leaderboard, which ranks users based on contributions.So lets look into Mommy Testers here, a user at the top of the BuzzBoard(Using “Mommy Testers” customer) • The drop down tab allows you to quickly see all the social activity from Mommy Testers. We also see that she has the badge of “queen bee”, a badge that Step2 chose. In addition, you can click on the “nickname” or profile pic of the user to see her profile, histogram of review ratings, and to read all her reviews. This profile picture is pulled dynamically from their Facebook user profile. These are real pictures of real people creating a powerful onsite social experience. From here we can click on Mommy Testers name and see all the reviews she has written about Step2 products. Let’s click on one of the product reviews. (Fort Slide-Away - http://www.step2.com/p/Fort-Slide-Away)· Takes you directly to the product page. We can see a number of social hooks and Facebook linkages that make for a social shopping experience on the page. · You can see that Step2 offers shoppers the option to “ask friends for advice” or “follow this category” to discover new or trending products right in their Facebook news feeds.we know our mommies talk about products on Facebook, why not give them the option to ask their friends or other owners of the product for input and advice, again making for a powerful social experience. · There’s also a clear call out above these social plugins – “+100 Earn points simply by sharing with you friends”· If we scroll down through the reviews, we see “Mommy Testers” we can see their review, summary of profile, and their level badge. From here we could Follow her to get updates on products that she reviews, Or we could comment on the review would earns more pointsSo let’s see how the point system works when we write a review!Step2 is awarding points for both writing a review and uploading images, We will share some great results in a minute on users uploading photos.
  • In order to encourage writing reviews and uploading photos and videos, here you can see Step2 gives 10 points for a review and 15 points for adding a photo or image. We will reveal some impressive stats in a minute.
  • after submitting a review, a user is prompted not only to verify their review with their Facebook profile. Here you can see they earn 15 points by verifying with Facebook.
  • A key goal for Teleflora was to create social content and engaging experiences that would consistently drive customers through the sales funnel.Teleflora also wanted to leverage their customers’ established social networks to amplify exposure to other potential buyers who might not be influenced by traditional marketing channels.Proven game mechanics built into Social Loyalty created a powerful social experience while incentivizing customers to contribute more social content.In just 1 month with Social Loyalty, Teleflora saw:105% increase in referral traffic from Facebook92% increase in conversion10x increase in pictures and videos uploadedIn a recent study by Liveclicker, shoppers who watch videos are 23% more likely to convert, on average, than those who do not.
  • One customer has seen traffic from Facebook quickly grow over 135%, and the revenue from that traffic grew 300%.(68% of a Facebook Users are more likely to buy a product or visit a retailer based on a positive friend referral.)(Amazon.com—the largest online retailer in the universe – is receiving a lot of traffic from FB. In October of last year, it saw 7.7% of its traffic come referred from FB, a 328% growth from the previous year.)
  • Step2 sought ways to increase visits and on-site engagement with a powerful social experience.Step2 was interested in developing a loyalty program but wasn’t sure how to assign and track points.Step2 established a strong partnership with PowerReviews and was widely successful with PowerReviews Social Discovery Product.  They felt that Social Loyalty would be a great addition to their Social strategy and would be a solid starting place to develop a tangible rewards program in the future. Proven game mechanics built into Social Loyalty created a powerful social experience while incentivizing customers to contribute more social content.Step2 saw;300% Increase in Facebook verification, meaning customers we’re adding Facebook profile snippets including pictures to their reviews. This humanizes reviews and increases confidence for shoppers.1000% increase in images and videos uploaded to social content.In a recent study by Liveclicker, shoppers who watch videos are 23% more likely to convert, on average, than those who do not.
  • 10-15% growth in write a review completion rates (3Rivers Archery, Advance Auto Parts)3-8x growth in long reviews submitted (3Rivers Archery, Advance Auto Parts, Teleflora, Woolrich)10x growth in reviews with photos submitted (Teleflora)26% more reviews from participants than other users (3Rivers Archery)140% more reviews posted to Facebook (Advance Auto Parts)
  • Constellation Research believes that by 2013, more than 50 percent of all social business initiatives will include an enterprise gamification component.PowerReviews Social Loyalty is designed to drive content creation.Applying gamification will drive customer behavior to create the social content and social shares that drive your site’s goals: traffic, engagement, conversions and sales.You can also drive content where it is needed most, filling coverage gaps and driving performance for under-performing products. You can also engage customers when they are not in the purchasing mode, to keep your brand top of mind.
  • PowerReviews integrates gamification and social content creation to align customers’ social activities with you site’s goalsBadging is the first step in the rewards systems, where your can provide customized badges to reward customers for taking action that increase content or engagement.Integrated site messaging will encourage further engagement will messages such as “Be the first to write a review for more points,” and “Be the first to answer a question for a distinct badge” As customers gain more points and badges, their accomplishments will be reflected on the leaderboard. The leaderboard will also encourage others to want to compete to move to the top of the list. The more your customers gain achievements, the more content your site gains.
  • PowerReviews easy-to-use, dashboard-driven management of Loyalty gives you the flexibility to determine points, badges, and incentivesAs it is integrated with Customer Reviews and Social Answers, you can quickly and easily make changes that drive better performance (i.e. engagement, content creation and ultimately sales)
  • On average, PowerReviews clients create 3x more content This results in 10 to 50% more organic traffic to your product pagesOur reviews also create the confidence that turns browsers into buyers.
  • Closely behind reviews, Q&A is the second most powerful influencer of conversion.When customers get answers to their key questions, they convert at a higher rate.PowerReviews Social Answers converts more customers by answering questions within 24 hours, the crucial time period that determines the success of turning browsers into buyersOur customers are seeing that answers are coming to customers on an average of 3 hours, during the crucial purchase decision period.
  • PowerReviews sophisticated work flow allows you create question queues that ensure you can triage question based on multiple parametersYou can route questions quickly to internal customer service or subject matter experts You can route by product, category or brandPowerReviews supports 3 ways to get products answeredInternal subject matter experts Ask product owners enables you to engage verified buyers to answer questionsCrowdsourced answers leverages cutting-edge technology to let individuals answer basic questions
  • Its well known that adding the “like button” to you site can increase Facebook referral traffic significantly.  According to Facebook, retailers that integrate see 2.4x in increase in referred traffic.With Social Discovery, your site will enable customers with an easy way to broadcast their social content and sharesto the social web, pushing your message to new audiencesYour site will enable customers to share reviews and ask their friends for advice through FacebookThis amplification of your content drives qualified traffic from the Social web to your site, but the benefits don’t stop there...
  • With Social Discovery, your customers will also self-select into targeted social campaigns covering topics in which they have expressed interestYour site will enable customers to follow reviewers and products, allowing you personalize content customers get in their Facebook streamAs their favorite reviewers post new content or new content is posted about preferred products, your customers will get this new content in their facebook feedThe high relevancy of the content ensures more clicks back to you site.
  • With PowerReviews follow a category feature, your customers can also choose to get daily updates on new and/or trending products Your high impact products, will be pushed out to a new audience, enabling you to push “hot,” products out to those who are most likely to want to learn more, ensuring more traffic back to your siteThis highly relevant social content is powered by our proprietary algorithm that chooses the most relevant message based on volume and recentness of social content createdPowerReviews flexible, sophisticated algorithm is customizable based on multiple client inputs and overrides, ensuring that your content is fresh and relevant, while giving you the ability to select the parameters to control the experience
  • PowerReviews Social Measurement Platform enables you, for the first time, to precisely measure the sales impact of social activity on your site. You will measure social traffic, engagement, and content generation and determine how they drive traffic, conversion, and sales on your site.Our powerful analytics engine, deeply integrated into social content and engagement layers, answers key questions such as: “Which type of social content creates the most organic traffic,”“Which type of engagement is most likely to drive a conversion?”A single, integrated platform means that social activity on your site can be measured and then optimized to drive traffic, conversion and revenue.
  • Basically, this bar chart illustrates that 8-12% of users post a review to Facebook.  The red line indicates the amount of revenue that these posts will generate by other users via Facebook traffic.  The x-axis is broken down by week.  The data table shows more details and illustrates the drop off at each funnel step. The Post to Facebook Revenue funnel shows the impact of posting a review to Facebook.  Starting with 2,000 reviews created per month, an average for PowerReviews clients, 10% of those get posted to Facebook.  On Facebook, the reviews receive on average 70x impressions per post, with a 3% click through rate to the product page and 3% of those purchase creating 12 orders @ $100 AOV, or $1,200 monthly.  Here's a quick overview of the math: 2000 reviews – 10% posted to Facebook – 70x impressions on Facebook - 3% click through rate to the product page - 3% convert creating 12 orders @ $100 AOV = $1200 monthly.   
  • PowerReviews expertise is developed over six years across 5500 brands, and our integrated suite enables our customers to outperform their competition. our 96% renewal rate, award winning technology, our proof of the performance that we provide to our customers everyday.

Get Your Game One: How Gamification Can Work For E-Commerce Get Your Game One: How Gamification Can Work For E-Commerce Presentation Transcript

  • Get Your Game OnHow Gamification Can Work for E-Commerce
  • Today’s SpeakersJean KaoGamification ExpertDave HawleyProduct Marketing #SocialSales 2
  • Today’s Webinar Agenda1. What is Gamification?2. How Does Gamification Create Loyalty for e-Commerce Companies?3. Loyalty & Gamification Best Practices4. Success Stories & Live Examples5. PowerReviews Overview6. Q & A #SocialSales 3
  • What Is Gamification? Gamification and game mechanics apply theexciting, productive, addictive aspects of game play to non-game activities #SocialSales 4
  • Why Does Gamification Work?• Gamification focuses on activities that are self- motivated and generate intrinsic rewards, which are a renewable resource.• Extrinsic rewards (cash, offers, discounts) may work in the short term but are difficult to sustain unless aligned with intrinsic rewards. #SocialSales 5
  • #SocialSales 6
  • More Motivation Theory• Intrinsic Rewards (self-motivation) – Creative tasks – Flexible thinking – Thoughtful solutions• Extrinsic Rewards (carrot/stick) – Prescriptive tasks – Rote tasks – Work faster #SocialSales 7
  • #SocialSales 8
  • Gamification PrinciplesDrive user rewards and incentives where:• Users feel invested• Users have long term goals• Content and activity are rewards in and of themselves #SocialSales 9
  • Creating Intrinsic Rewards• Satisfying work with meaningful rewards• The experience or hope of being successful• Stronger social connectivity• Meaning, to be a part of something larger than ourselves #SocialSales 10
  • Game Mechanics • Points • Status • Levels • Achievements • Badges • Leaderboard #SocialSales
  • Gamification and Loyalty • Gamification provides a framework for designing your user experience to increase loyalty. • It allows users to link their online experiences together and work towards a goal. #SocialSales 12
  • Traditional Loyalty Programs• Based on repeat purchases• Relies on extrinsic rewards• Modifies user behavior but not intent #SocialSales 13
  • • Create a meaningful relationship between you and your customer – between purchases• Influence behavior and create intent• Gamification is the key! #SocialSales 14
  • Convert Visitors to Evangelists #SocialSales 15
  • What Does Gamification Deliver?• Deepens Engagement• Creates Loyalty• Increases RevenueAND…• Content Volume• Content Quality• Social Sharing #SocialSales 16
  • Best Practices #SocialSales 17
  • #SocialSales 18
  • Goals, Values & MotivationThe values and goals of the community providemeaning and cohesiveness. #SocialSales 19
  • Bartles Player Types #SocialSales 20
  • Kim’s Social Engagement Verbs #SocialSales 21
  • Theme• What is the theme or topic of your site?• Be sure to your configuration, messaging and assets align with your theme. #SocialSales 22
  • Configuration• Actions & Points• Levels & Status #SocialSales 23
  • Badges• Appeal to collectors• Power of completing a set• Tip: make the assets look tangible #SocialSales 24
  • Leaderboard• Most visible aspect of loyalty program• Express community values #SocialSales 25
  • Onboarding• How do customers find out about the program?• Where do they learn how to get started? #SocialSales 26
  • Rewards• “Thank You”, not incentive• Spontaneous, not scheduled or expected• Relevant to loyalty program #SocialSales 27
  • Sustainability #SocialSales 28
  • Pitfalls• Points evolve into an extrinsic reward• Actions not aligned with values/goals #SocialSales 29
  • Customer Success Stories #SocialSales 30
  • Increase Visits, Content & Engagement with Powerful Social Experiences #SocialSales 31
  • Earn Points by Writing a Review 32
  • Earn Points by Sharing to FacebookB 33
  • Teleflora Drives Sales with a Bouquet“ of Social OfferingsPowerReviews’ Essential Social Suite brings a human quality to ” social content. Social engagement is a great way to keep customers coming back to the site. - Tessa Wagner Director of Product Management Results 105% Increase in referral traffic from Facebook 92% Increase in conversion 10x Increase in pictures and videos uploaded #SocialSales 34
  • “ Toy Manufacturer Increases Traffic and Revenue with Social DiscoveryPowerReviews has evolved with us – and the social commerce ”market – providing us with new and innovative ways to capture the social opportunity on an ongoing basis. Results 135% Increase in referral traffic from Facebook 300% Increase in revenue from Facebook- referred visitors #SocialSales 35
  • Step2 has Mommies Buzzing with Online Community Results 170% Increase in Facebook verification. 600% Increase in images and videos uploaded to social content. “ We’re extremely happy to work with PowerReviews on Social Loyalty ” because of the ability to customize the program to reflect our community. - Tena Crock Online Marketing Director 36
  • Wins for PowerReviews’ Customers• 140% more reviews posted to Facebook• 26% more reviews from participants of loyalty program• 10x growth in reviews with photos submitted• 3-8x growth in long reviews submitted #SocialSales 37
  • Turn Social into Sales withPowerReviews’ Essential Social Suite™The only solution tointegrate the 3 keycomponents of socialsuccess:• Social content• Social engagement• Social measurementUse proven socialtechniques to drive saleswhere it matters. #SocialSales 38
  • Social Loyalty Amplifies Content Creation Through Gamification Social Content #SocialSales 39
  • Integrated Gamification & Content Drives PerformanceThank you for your review Thank you for answer You earned 10 points! You’ve earned the Life Saver badge. #SocialSales 40
  • Integrated Social Loyalty That’s Easy to Manage Social Loyalty Customer Social Reviews Answers #SocialSales 41
  • Customer Reviews™ Attract & Convert Customers3X 10-50% 14% Social more increase in Content organic site traffic conversion #SocialSales 42
  • Fast Social Answers™ Drive Conversions Do this shoe Yes, all shoes come in kids’ are available sizes? kids’ sizes. Asked on 12/20/2011 Answered on 12/20/2011 8:31 am 11:15 am Checkout #SocialSales 43
  • Flexible Work Flow Queues Ensure Answers are Created Quickly Expert Verified A: Yes, allQ: Does this Buyer shoes areshoe come in available inkids’ sizes? kids’ sizes. Crowdsource #SocialSales 44
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  • Q&AThank you for attending.For a live demo,please call: (866) 345-1461or email: info@powerreviews.comFor more information on PowerReviews,please visit: www.PowerReviews.com #SocialSales 51