Loyalty 3.0: How to Revolutionize Customer and Employee Engagement with Big Data and Gamification

Book description

Learn the secret to using big data and gamification to motivate, engage, and engender true loyalty among your customers, employees, and partners

As our lives move online and nearly everything we do is being mediated by technology, all of our activity is generating reams of data – we are all “walking data generators.” Loyalty 3.0 reveals how to combine this “big data” with the latest understanding of human motivation to power gamification - the data-driven motivational techniques used by game designers to stimulate engagement, participation, and activity. With this potent combination, businesses now have a powerful engine for creating true loyalty among their customers, employees, and partners, and for generating a sustainable competitive advantage in their markets.

Loyalty 3.0 is a book that will redefine how you think about loyalty, and will open your eyes to the power of data to engage and motivate anyone, anywhere.

Rajat Paharia created the gamification industry in 2007 as the founder and Chief Product Officer at Bunchball, which has been recognized as an industry leader and innovator by Fast Company, TechCrunch, MSNBC, Forbes, and many others. Prior to Bunchball, Rajat worked at the intersection of technology, design, and user experience at world-renowned design firm IDEO.

Table of contents

  1. Cover
  2. LOYALTY 3.0: How BIG DATA and GAMIFICATION Are Revolutionizing Customer and Employee Engagement
  3. Copyright Page
  4. Dedication
  5. Contents
  6. Acknowledgments
  7. Introduction
    1. Chapter 1: May You Live in Interesting Times
      1. The Three Faces of Loyalty
      2. The Road to Loyalty 3.0
      3. We Live in Interesting Times
    2. Chapter 2: Whoever Figures Out Motivation Wins
      1. Fueling the Fire
      2. Deep Dive into the Five Intrinsic Motivators
      3. Piece of Cake?
      4. I Just Work for a Paycheck
    3. Chapter 3: The Next Big Thing Is Big Data
      1. What Is Big Data and Where Does It Come From?
      2. How Can We Use Big Data?
      3. Crunching the Numbers
      4. Big Data in the Consumer Space
      5. Big Data in the Employee Space
      6. Employee Hiring: An End to Hunches
      7. Workforce Analytics
      8. Big Data, Big Problems
      9. What’s Next?
    4. Chapter 4: Gamification—The Engine of Loyalty 3.0
      1. This Is Not a Game: The Difference Between Games and Gamification
      2. Games Are Intrinsically Motivating
      3. Adding the Spark of Gamification Mechanics
      4. The 10 Key Mechanics of Gamification
      5. Rewards = Meaningful Value
      6. Questions and Answers
    1. Chapter 5: Case Studies in Customer Engagement
      1. Characters Welcome at USA Network
      2. Make Your Way to Rio with Chiquita Brands
      3. Insider Rewards at Warner Bros.
      4. Checking in with Foursquare
      5. Contributor Reputation with SAP Community Network
      6. More Loyalty 3.0 Communities
    2. Chapter 6: Case Studies in Skills and Learning
      1. Getting Fit with Zamzee
      2. Getting the Right Exposure to Adobe Photoshop
      3. Gearing Up with Ford of Canada
      4. Innovating in Education with Loyalty 3.0
    3. Chapter 7: Case Studies in Employee Engagement
      1. Inspiring Agents with LiveOps
      2. Preventing Death by Power Point with BOX
      3. Going Social with Bluewolf
      4. Turbocharging Sales with Nitro for Salesforce
    1. Chapter 8: Planning Your Loyalty 3.0 Program
      1. The Loyalty 3.0 Road Map
      2. Plan
    2. Chapter 9: Bringing Your Loyalty 3.0 Program to Life
      1. Design
      2. Build
      3. Optimize
    3. Chapter 10: Forward in All Directions!
      1. Where We’ve Been
      2. Where We’re Going
      3. Wrapping It Up
  11. Appendix: A Loyalty 3.0 Sample Scenario: Engaging Attendees of a Tech Company’s Annual Conference
  12. Notes
  13. Index

Product information

  • Title: Loyalty 3.0: How to Revolutionize Customer and Employee Engagement with Big Data and Gamification
  • Author(s): Rajat Paharia
  • Release date: May 2013
  • Publisher(s): McGraw-Hill
  • ISBN: 9780071813389