Benbria's Director of Marketing explains how gamification in the workplace can engage guests and employees alike.

1. Game%On!
Using&Real!Time%Customer%Insights%
to#Improve#Employee#Performance#
and$Overall$Service$Quality.
Presented(by(James(Geneau
Head%of%Marketing,%Benbria
4"April,"2016

2. Finally,(Be(Social…and(Have(Fun!
GOOD$AFTERNOON!
James&Geneau,&Head&of&Marketing
jgeneau@benbria.com
@jamesgeneau
@benbria

3. Millennials(matter…'
because'they%are%not%only%different%
from%those%that%have%gone%before,
they%are$also$more$numerous$than$
any$since$the$soon!to!retire%Baby%
Boomer&generation.

4. Today
Millennials
in#the#
Workplace

5. TodayBy#2020
Globally.

6. They%think%&%
work%differently.
52%
Value&
opportunities*
for$career$
progression.

7. They%think%&%
work%differently.
59%
An#employer’s#
provision(of#state!of!
the$art$technology$was$
important)to#them.

8. They%think%&%
work%differently.
65%
The$opportunity$
for$personal$
development.

9. “What&motivates&me?&Recognition&for&
my#hard#work#and being&able&to&
really&see&the&difference&my&work&
makes&to others.”)
! Female&graduate,)age)23,)UK

10. Millennials(want(and(value(frequent(
feedback.)
Unlike'in'the'past%where%people
received'annual%reviews,%millennials%
want%to%know%how%they’re%doing%
much%more%regularly.%
Want%honest'feedback'in'real'time'–
and$highlight$positive$contributions$or$
improvements+on+key+competencies.

11. How$can$technology$facilitate$
or#better#yet…#automate,#all#
of#the#demands#of#the#new#
millenial'employee?

12. noun
The$application)of)typical)elements)of)game)playing)
(e.g.,&point&scoring,&competition&with&others,&rules&of&
play)&to&other&areas&of&activity,&typically&as&an&online&
marketing*technique*to*encourage*engagement*with*
a"product(or(service.(
“gamification+is#exciting#because#it#promises#to#make#
the$hard$stuff$in$life$fun”

13. Our$engineers$got$to$work…
…to$bring$gamification to#
the$restaurant$workplace.

14. Engaging&&&Fun&for&the&Guest&and
the$Employee
Measure'Items'of'Importance'to'the'
Customer)and)Business)in)Real!Time
Provide(Opportunities(to(Reward(
Positive(Behaviors(Instantly
Focus&on&Continuous&Improvement
1
2
3
4

15. Introduced*to*the*
market'2'years'ago.
Is#a#real!time%3%second%
tool$for$guests$to$
provide(opinion.
Measures'core'QSC'
business'metrics'in'
hospitality.+

16. Bright,(animated(screen…(like(a(game.

17. Three%questions…)using)a)touch!screen.

18. Designed(to(be(fun,(quick,(and(interactive.

19. Scoreboard)updates)in)real!time.

20. Teams&see&how$they$rank$v.$other$locations.

21. Get$real!time%feedback%on%their%work.

22. Can$show$trends$or$problems$over$time.

23. Shows&performance&by&day&and&time.

24. Identifies)training)opportunities)in)real!time.

25. More%guests%engaged%and%provided%
feedback(– up#to#15%#of#guests!
Employees)viewed)the)scoreboard)as)
a"real!time%validation(of(their(work!
Game%experience%spread%from%the%
local%shift%team,%to%the%store!level,%to%
the$region,$and$to$corporate.
1
2
3

26. Service'quality'scores'linked'to'real!
time%customer%feedback%became
something*each*and*every*
employee'viewed'as'their'own'tool'
for$personal$$development.

27. It#becomes#less#about#flipping#
burgers'or'completing'orders…
…and%more%about%perfecting*
their&craft&– to#improve#score.

28. They%received%instant%coaching%
on#how#their#own#behavior…#
…could'move'the'needle'and'
make%them%outperform.

29. They%received%real!time%
recognition)for)their)hard)work…)
…all$based$on$their$key
boss,"the"customer.

30. Essentially,+gamification*helps*
improve(service(quality,(enhance(
business'operations'and makes&
you$an$employer$of$choice$for$
millenials.

31. Finally,(Be(Social…and(Have(Fun!
THANK&YOU!
Come%see%us%at%Booth%#908!
@benbria
www.benbria.com