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GWC13 - Scott Schnaars - Badgeville - Fighting the Engagement Crisis


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GWC13 - Scott Schnaars - Badgeville - Fighting the Engagement Crisis

  1. 1. FIGHTING THE ENGAGEMENT CRISIS Where we are and where we’re going Scott Schnaars, GM EMEA, Badgeville @schnaars
  2. 2. 14% @badgeville
  3. 3. @badgeville
  4. 4. WHY WE’RE ALL HERE Engagement apocalypse is real, and pervasive Social Media 1% Return to FB Fan Pages Websites & Communities 29% Login Rate Enterprise Social 12% Adoption Rate CRM 50% Failure Rate @badgeville
  5. 5. GAMIFICATION IS THE CURE It enhances your most vital enterprise investments, helping you get the ROI you always wanted…
  6. 6. It’s changing the way we interact with our customers…everywhere. @badgeville
  7. 7. CUSTOMER ENGAGEMENT Tied to the core business objectives of marketers
  8. 8. ACQUIRE How can you attract new customers?
  9. 9. RETAIN How can you keep customers engaged over time?
  10. 10. CONVERT How do we maximize revenue through real-time engagement?
  11. 11. It’s changing the way our employees get work done… @badgeville
  12. 12. EMPLOYEE ENGAGEMENT Tied to the business objectives that matter for today’s enterprises
  13. 13. OPTIMIZE Key business processes across the enterprise, such as managing leads, customer tasks, and opportunities… Example Real-time recognition for closing a deal or converting a lead… Key Goal Influence low performers to emulate high performers.
  14. 14. COLLABORATE Reward employees who share knowledge across departments and boundaries Example Achievement for sharing valuable field knowledge
  15. 15. LEARN Maximize employee performance by encouraging completion of key programs… Example Guide users through courses and training
  16. 16. How can we sell gamification internally? @badgeville
  17. 17. 1. AVOID THE G-WORD Avoid gamification in front of the wrong audiences… It’s about behavior management and business results
  18. 18. EXAMPLE: EMC RAMP: Recognition, Awards and Motivation Program
  19. 19. 2. IT’S ABOUT BEHAVIORS That we can motivate and influence to drive engagement $ Edit Wiki Open Support Ticket Approve Expenses Close a Deal Write Review File Support Ticket Log In Finish Certification Check in Document Close Support Ticket Open Opportunity Share Post Status Message Comment Update Record Check out Document Create Lead $ Submit Expense Report Reply to Discussion Convert Lead Begin Certification
  20. 20. 3. IT’S MORE THAN POINTS, BADGES AND LEADERBOARDS Tapping into the human psyche make progress I want to…
  21. 21. The 4-S’ - Make them feel… Socially Valued
  22. 22. 4. IT’S ABOUT HARD BUSINESS VALUE Tie back to the ROI of the app in question… 200% More Reviews 20% Faster Ticket Response 63% of customers are more likely to purchase products after reading a review Resolving tickets on the same day reduces cost of services by 66% Sources: iPerceptions and UK Customer Satisfaction Index
  23. 23. 5. IT’S AN ENTERPRISE INVESTMENT Gamification must delight end users, but satisfy requirements FULL SUITE OF ENGAGEMENT MECHANICS REQUIRED Game Mechanics ✔ Portable Reputation Mechanics ✔ Social Mechanics ✔ Social Rewards ✔ HARDENED SECURITY REQUIRED Private Cloud & Database ✔ Global Data Center ✔ Multi-tiered user access ✔ ENTERPRISE SCALE REQUIRED Enterprise Networks & Sites ✔ Advanced Metadata Support ✔ Private Customer Community ✔
  24. 24. IT’S ALL AROUND US
  25. 25. Thank you! Additional Reading Scott Schnaars Badgeville, GM EMEA Twitter: @schnaars +44 (0) 7720 762 254 @badgeville