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 - …

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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  • 1. GAMIFICATIONIS DRIVINGLOYALTY
  • 2. ABOUTMARK GOLDSTEINFOUNDED LOYALTY LAB(NOW PART OF TIBCO SOFTWARE)HELPED LAUNCH 100 PROGRAMS. NOW ADVISEBADGEVILLE, KIIP, NOMI AND OTHERSCHAIRMAN OF BACKOPSBACKOFFICE AS A SERVICE
  • 3. 80% OF LOYALTY ANDGAMIFICATION EFFORTSFAILGartner Group 2013
  • 4. WHAT WAS HARD IS EASYWHAT IS EASY WAS HARDSIGNUPS SYSTEMS MULTI-POINTINTEGRATION REGISTRATION-EASEREAL-TIME CHOICES PATIENCE CASHTRANSACTIONS/INTERACTIONS
  • 5. TODAY’S LOYALTY PROGRAMCOLD WARTHE ONLY WAY TO PLAY IS TO PLAY.THE ONLY WAY TO WIN IS TO PLAYGUERILLA WARFARE.AMAZON PRIMEHARRAH’S TOTAL REWARDSSTARWOOD REWARDSUNITED MILEAGE PLUSVS THE REST OF THE RETAIL WORLD
  • 6. LOYALTY IS THE BIGGESTGAMIFICATION NICHEBILLION DOLLAR LOYALTY PROGRAMSDRIVE KEY REVENUE INHOSPITALITY, GAMING, RETAIL, GROCERY, AIRLINE,FINANCIAL SERVICES
  • 7. WHAT I REALLY LOVECOLLECTING FRIENDS TO ACCOMPLISH SHARED GOALSCREATIVE INCENTIVES TO VISIT X EVERY FRIDAYUSING DIMINISHING REWARDS TO DRIVE URGENCYMASS GOALS WHERE EVERYONE WINS (OR LOSES)LEADER BOARDS TO PIT COMMUNITIES AGAINST EACHOTHER (SCHOOLS, TEAMS, BARS)
  • 8. SHOPKICK, EUCLID, NOMI
  • 9. RECYCLEBANK
  • 10. SAMSUNG
  • 11. MANGO HEALTH
  • 12. STRAVA
  • 13. WALGREEN HEALTHY REWARDS
  • 14. IF YOU ARE SELLING SOMETHINGDON’TINTRODUCE A LOYALTY PROGRAM WHERE THEADVERTISED ‘HOW IT WORKS’ IS REALLY BUILTAROUND A GAMEDOINTRODUCE A SIMPLE LOYALTY PROGRAM (A GET$5 WHEN YOU SPEND $100) BUT HYPER-CHARGETHE ACCRUAL AND THE USER EXPERIENCES BYINTRODUCING SERENDIPITPOUS OFFERS ANDCAMPAIGNS THAT ARE ALIGNED TO GAMEMECHANICS
  • 15. TODAY IS ABOUT LOYALIFICATIONLOYALTY IS DEAD.PLAY IS ALIVE.DO WHATEVER IT TAKES TO KEEPTHE ATTENTION THAT GETS TO THENEXT BEST OFFER, ACTIVITY ORPURCHASE.
  • 16. IT’S LOYALTY BUT ITS REALLY GAMEMECHANICS THAT ARE DRIVINGEVERYTHING.CONTACT ME @ MARKGEE