by Rajat Paharia, Founder of Bunchball & Father of Gamification

The Book

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!

Once revolutionary, loyalty programs designed to differentiate products quickly became commoditized. And yet, billions of dollars are still spent every year on programs that are doomed to fail. These programs, it turns out, don't inspire long-term loyalty. Once a better deal comes along, customers will gladly defect. Can you blame them?
 
Silicon Valley start-up Bunchball, the pioneer and innovator in gamification, is light years ahead when it comes to the concept of loyalty -- and using it to drive business profits and growth. Focusing not only on customer loyalty, but also the loyalty of employees and partners, Bunchball combines behavioral economics, big data, social media, and gamification to inspire loyalty that lasts -- from everyone involved in the success of a business.
 
Now, in Loyalty 3.0, Bunchball founder Rajat Paharia reveals how you can use these same techniques to seize the competitive edge for your business.
 
Paharia shows you how to create a system powered by human motivation and digital technology that creates ongoing, persistent engagement among customers, employees, and partners. Loyalty 3.0 arms you with everything you need to know in order to build a loyalty and engagement program that drives a sustainable advantage for your business, including:
 
  • 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
Now is the time to abandon your traditional loyalty programs and start taking all your stakeholders seriously -- so they will take your company seriously.
 
Loyalty 3.0 is the game-changing leap you've been waiting for. When you create true loyalty among customers, employees, and business partners, you will generate a sustainable competitive advantage and win in your industry.
 
Use gamification and big data to launch LOYALTY to the NEXT LEVEL

 

Praise for Loyalty 3.0:

"Loyalty 3.0 is filled with major insights, and does a brilliant job of grounding the reader in fundamental concepts around motivation, big data, and gamification - building on these concepts through real-world case studies that bring the combinations to life – and finishing with actionable ideas and next steps that enable you to test and operationalize these ideas in your own workplace and personal life."
- Brad Smith, President & CEO, Intuit 
 
"A fascinating insight into how companies are exploiting big data."
- Mark Read, CEO, WPP Digital
 
"Rajat Paharia comprehensively explains how to create loyalty in the modern world full of data and connectivity. If you want to learn how to motivate and inspire employees, you must read this book.”
- Dave Kerpen, New York Times bestselling author of Likeable Social Media and Likeable Business 
 
“Rajat pioneered the business use of big data and game mechanics to transform the customer experience. A decade before anyone else, he saw that the same techniques that video game designers had used for years — fast feedback, badges, competition, goals, and leveling up — were also incredibly powerful for motivating behavior outside of games, and an industry was born. This book shares his secrets."
- Clara Shih, CEO, Hearsay Social, author of The Facebook Era, and Board Member at Starbucks
 
"Relationships are the single greatest asset for all organizations. Relationships with customers, relationships with employees, relationships with partners. In Loyalty 3.0, Rajat Paharia reveals the new science of relationship building through big data and gamification."
- Tim Brown, CEO, IDEO
 
"The journey to Loyalty 3.0 is real. Rajat's vision shows why right time relevancy and context will transform how organizations engage with customers and truly craft relationships."
- R "Ray" Wang, Principal Analyst & CEO at Constellation Research
 
"Adoption is a critical component when creating an exceptional customer experience or smarter workforce, and gamification has proven to be a powerful driver for success.  The insights Rajat shares in Loyalty 3.0 will help guide the next wave of deeper relationships across the enterprise."
 - Sandy Carter, IBM Vice President, Social Business Evangelism and Sales, author of Get Bold
 
“In this powerful and groundbreaking book, Rajat Paharia clearly demonstrates how big data, motivation, and gamification can be utilized to create true engagement and loyalty. We believe Loyalty 3.0 will be a game changer for our associates and guests.”
- Ray Bennett, Chief Lodging Services Officer at Marriott International
 
"The best 'big data for dimwits' (like me) I've come across so far is Chapter 3 in Rajat Paharia's book Loyalty 3.0. And the overall clarity of writing - simple declarative Hemingwayish sentences - in Loyalty 3.0 is extraordinary. It wins my 2013 clarity-of-written-communication award hands down."
- Tom Peters, acclaimed management thinker, co-author of In Search of Excellence
 

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
  • 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
  • PART 3: DIRECTION
    • Chapter 8: Planning Your Loyalty 3.0 Program
      • The Loyalty 3.0 Road Map
      • Plan
    • Chapter 9: Bringing Your Loyalty 3.0 Program to Life
      • Design
      • Build
      • Optimize
    • Chapter 10: Forward in All Directions!
      • Where We’ve Been
      • Where We’re Going
      • Wrapping It Up
  • Appendix: A Loyalty 3.0 Sample Scenario: Engaging Attendees of a Tech Company’s Annual Conference
 
Hardcover: 304 pages
Publisher: McGraw-Hill; 1 edition (June 18, 2013)
Language: English
ISBN-10: 0071813373
ISBN-13: 978-0071813372