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Create a High-Performance Customer Culture with Gamification

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Create a High-Performance Customer Culture with Gamification

  1. 1. CREATE A HIGH-PERFORMANCE CUSTOMER CULTURE WITH GAMIFICATION May 8, 2014 #hooplawebinar Chris Newton VP Business Development Influitive Rebecca MacDonald VP Marketing Hoopla #advocatemktg
  2. 2. HOUSEKEEPING • There will be time for Q&A at the end • Please submit your questions via chat • We will record the webinar • All attendees will receive the replay ? © 2014 Hoopla Software, Inc.
  3. 3. ABOUT HOOPLA The new way to win for sales, marketing and customer service organizations. • Founded 2010 • 300+ customers • Cloud-based Sales Motivation software platform • 2014 AA-ISP Technology Service Provider of the Year • 2012 Salesforce AppExchange Customer Choice Award
  4. 4. ABOUT INFLUITIVE The advocate marketing experts • Powerful advocate marketing software that helps B2B marketers discover, mobilize and recognize their biggest fans – customers, partners, employees. • Drive referrals, references, reviews, word of mouth recommendations, engagement and more.
  5. 5. CUSTOMER ADVOCACY DRIVES REVENUE • Leads referred by happy customers convert at 5X the rate of other leads • 84% of B2B decision makers start the buying process off with a referral • A 12% increase in advocacy generates a 2X increase in revenue growth rate © 2014 Hoopla Software, Inc.
  6. 6. MEET YOUR NEW CUSTOMERS • 80 million Millennials in the United States alone • Spend $600 billion each year • 50% of workforce by 2020 • Tech savvy – mobile, social, video • Instant feedback
  7. 7. © 2014 Hoopla Software, Inc. HIGH-PERFORMANCE TEAM CULTURE An Exploratory Study of Sales Incentive Programs, Forum for People Performance Management & Measurement What is the overall impact of the Engaged teams • Grow profits 3X faster than competitors • Have 2X sales • Have 50% higher customer loyalty • Are 38% more productive • Have 25% less turnover Yet, engagement is Low • 70% of employees are not motivated and engaged Are your customer-facing employees engaged?
  8. 8. ENGAGEMENT CHALLENGES • Focus – Trouble getting employees to consistently focus on the key activities that lead to success • Recognition – Annual reviews, long-term goals don’t motivate your team today • Manual effort – Too much time spent tracking performance on spreadsheets, updating progress reports, using whiteboards, manual leaderboards, etc. • Communication – Difficulty connecting remote offices, workers to team culture Stop boring your customer facing teams!
  9. 9. Web Application Mobile/ Tablet (future) CAN GAMIFICATION HELP? • Engage customer- facing employees in a play-to-win culture • Leverage the power of customer advocacy
  10. 10. HOW HOOPLA USES GAMIFICATION TO DRIVE CUSTOMER ENGAGEMENT #hooplawebinar #advocatemktg
  11. 11. © 2014 Hoopla Software, Inc. HOOPLA MVP PROGRAM MVP.HOOPLA.NET Powered by Influitive • Customers participate in challenges • Earn points they can redeem for rewards • Referrals, case studies, social media mentions, learning opps
  12. 12. © 2014 Hoopla Software, Inc. BUILDING COMMUNITY Customers engaged immediately • Create their own community • Post questions and answers • Participate in Hoopla marketing activity
  13. 13. © 2014 Hoopla Software, Inc. ENCOURAGE CUSTOMER REFERRALS Customers earn points for referrals • Advocates get recognition
  14. 14. © 2014 Hoopla Software, Inc. DRIVE ONGOING ENGAGEMENT
  15. 15. © 2014 Hoopla Software, Inc. REWARDS SAY “THANK YOU” STATUS ACCESS POWER STUFF
  16. 16. HOW INFLUITIVE USES GAMIFICATION TO ENGAGE CUSTOMER FACING EMPLOYEES #hooplawebinar #advocatemktg
  17. 17. HOOPLA SALES MOTIVATION PLATFORM • Cloud-based platform designed to inspire and motivate teams • Uses friendly competition to engage employees • Live, ESPN style displays on big-screen TVs, web, mobile • Contests to jump-start behavior • Company-wide visibility highly motivating • Salesforce integration – streams live updates from our CRM • Automatically updates – set it and forget it
  18. 18. © 2014 Hoopla Software, Inc. FOCUS THE SALES TEAM ON ACTIVITY What can your team do today to be effective? • Make more calls, send more emails, etc. • Visibility maintaints focus, drives behavior
  19. 19. © 2014 Hoopla Software, Inc. DELIVER INSTANT RECOGNITION Why wait? • Deliver recognition the moment a milestone is achieved • Use modern technology - make it fun, exciting
  20. 20. © 2014 Hoopla Software, Inc. RECOGNIZE SHORT-TERM MILESTONES Don’t just focus on long-term results (revenue, deals closed) • Recognize individuals and teams for reaching short-term goals • Connect individual behavior to company’s performance
  21. 21. © 2014 Hoopla Software, Inc. CELEBRATE WINS Track progress toward your goal • Knowing where you stand vs your peers motivates performance
  22. 22. © 2014 Hoopla Software, Inc. GET MARKETING IN THE GAME Bridge the marketing and sales divide • Communicate about upcoming campaigns, events
  23. 23. © 2014 Hoopla Software, Inc. CONNECT TO BUSINESS OUTCOMES How is marketing helping to drive the buyer cycle? • Link campaigns to opportunities in the pipeline
  24. 24. © 2014 Hoopla Software, Inc. WANT MORE CUSTOMER REFERRALS? Don’t leave it to chance, gamify the behavior you want • Use friendly competition: games and leaderboards to track progress • Give everyone visibility into performance
  25. 25. © 2014 Hoopla Software, Inc. ARE CUSTOMERS ADVOCATING FOR YOU? Gamify the behavior you want • Use friendly competition: games and leaderboards to track progress
  26. 26. © 2014 Hoopla Software, Inc. HOOPLA AND INFLUITIVE + 4 keys to building a high-performance customer culture: • Use gamification to drive your team’s performance • Leverage social recognition to keep your teams engaged • Use advocate marketing to impact more buyer decisions • Tap into the power of customer advocacy to drive referrals
  27. 27. QUESTIONS? CHRIS NEWTON chris@influitive.com www.influitive.com @influitive REBECCA MACDONALD rebecca@hoopla.net www.hoopla.net @hooplasoftware #hooplawebinar #advocatemktg

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