Loyalty 3.0: How to Revolutionize Customer and Employee Engagement with Big Data and Gamification
A WALL STREET JOURNAL AND NEW YORK TIMES BESTSELLER!
The new secret to driving LOYALTY THAT PAYS!
- The building blocks of motivation, big data, and gamification necessary for creating a powerful strategy that drives long-term loyalty
- Case studies from today’s most innovative companies that are already driving customer engagement, learning and skill development, and employee motivation with Loyalty 3.0 methods
- Step-by-step guidance on how to plan, design, build, and optimize your program
Praise for Loyalty 3.0:
Table of Contents
PART 1: VISION
Chapter 1: May You Live in Interesting Times
- The Three Faces of Loyalty
- The Road to Loyalty 3.0
- We Live in Interesting Times
Chapter 2: Whoever Figures Out Motivation Wins
- Fueling the Fire
- Deep Dive into the Five Intrinsic Motivators
- Piece of Cake?
- I Just Work for a Paycheck
Chapter 3: The Next Big Thing Is Big Data
- What Is Big Data and Where Does It Come From?
- How Can We Use Big Data?
- Crunching the Numbers
- Big Data in the Consumer Space
- Big Data in the Employee Space
- Employee Hiring: An End to Hunches
- Workforce Analytics
- Big Data, Big Problems
- What’s Next?
Chapter 4: Gamification—The Engine of Loyalty 3.0
- This Is Not a Game: The Difference Between Games and Gamification
- Games Are Intrinsically Motivating
- Adding the Spark of Gamification Mechanics
- The 10 Key Mechanics of Gamification
- Rewards = Meaningful Value
- Questions and Answers
- Chapter 1: May You Live in Interesting Times
PART 2: EXECUTION
Chapter 5: Case Studies in Customer Engagement
- Characters Welcome at USA Network
- Make Your Way to Rio with Chiquita Brands
- Insider Rewards at Warner Bros.
- Checking in with Foursquare
- Contributor Reputation with SAP Community Network
- More Loyalty 3.0 Communities
Chapter 6: Case Studies in Skills and Learning
- Getting Fit with Zamzee
- Getting the Right Exposure to Adobe Photoshop
- Gearing Up with Ford of Canada
- Innovating in Education with Loyalty 3.0
Chapter 7: Case Studies in Employee Engagement
- Inspiring Agents with LiveOps
- Preventing Death by Power Point with BOX
- Going Social with Bluewolf
- Turbocharging Sales with Nitro for Salesforce
- Chapter 5: Case Studies in Customer Engagement
PART 3: DIRECTION
Chapter 8: Planning Your Loyalty 3.0 Program
- The Loyalty 3.0 Road Map
Chapter 9: Bringing Your Loyalty 3.0 Program to Life
Chapter 10: Forward in All Directions!
- Where We’ve Been
- Where We’re Going
- Wrapping It Up
- Chapter 8: Planning Your Loyalty 3.0 Program
- Appendix: A Loyalty 3.0 Sample Scenario: Engaging Attendees of a Tech Company’s Annual Conference