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The Behavior Platform
GamificationDriving & Analyzing sCRM
Paul Hearing@badgeville
@paulhearing
2 GOALS
1. Develop a Noob Level understanding of the mechanics.
2. Learn to apply the mechanics.
EXPLORE THE LANDSCAPE
DISCUSS THE MECHANICS
IMPLEMENT A PROGRAM
SEE THEM IN THE WILD
LANDSCAPE
SCRM
We’ve moved from the transaction to the interaction with customers, though we haven’t eliminated the transaction – or the data associated with it…Social CRM focuses on engaging the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted an transparent business environment. Social CRM is the company’s response to the customer’s ownership of the conversation. – Paul Greenberg
Enable an engaging, collaborative, response.
The mechanics are sCRM.
First, there was a website. The site has content.
EVOLUTION OF NETWORKS
FLOW
Data
Marketing
Sales Service
HIGH LOYALTY
MEDIUM LOYALTY
LOW LOYALTY
ENGAGEMENT LADDER
ARE YOU GIVING YOUR
HIGH LOYALTY USERS THE
TOOLS TO BROADCAST
THEIR AFFINITY?
DO YOUR USERS KNOW WHAT YOU’D LIKE
THEM TO DO?
THE MECHANICS
Game mechanics Map to Maslow’s hierarchy Which drives the player engagement loop
Creating a sense of flow for the user Leading to happiness and user satisfaction
PSYCHOLOGY
Place in Community
Self-Expression
Social Status
Co-Operation
Sharing
Motivators with Friends
KNOW YOUR AUDIENCE
Identity
Progress
Direction
Success
Entitlement
Growth
Victory
Suspense
Surprise
Mastery
Expertise
Personal Motivators
Across the Group
“YOU’VE JUST ACCOMPLISHE
D X!”
“DID YOU KNOW 67% OF YOUR FRIENDS HAVE
DONE X?”
“YOU ARE THE FIRST TO DO
X!”
BEHAVIORS
ACHIEVEMENT FRAMEWORKS
Core
Community Expert
Competitive Pyramid
Genlte Guide
Company Collaborator
Company Challenge
B2C B2B
PointsRewardsObjectivesLoyalty
CORE
CLASSIC
COMMUNITY EXPERTPrivilegesExpertiseAuthorityStatus
SOCIAL
COMPETITIVE PYRAMIDGamesLeadersChallenges
AMPLIFYING
GENTLE GUIDETasksGoalsRewardsHand-Holding
MANAGING
COMPANY COLLABORATOR
MegaCorp Knowledge Bank
CollaborationKarmaSharingRecognition
BUILD
BRIDGES
COMPANY CHALLENGECompetitionChallengesLeadersPrizes
FRIENDLY
COMPETITION
IMPLEMENT
PROCESS
Set Business
Objectives
DefineBehaviors
DefineRewards
Configure User
Experience
DESIGN
Integrate with your
Site
Track Engagement Analytics
DEPLOY
BEHAVIORS
REWARDS
REWARDS
People See Themselves Through Context Not Behaviors
FAN EXPERT WINNER
HELPER
ANALYSIS
HIGH LOYALTY
MEDIUM LOYALTY
LOW LOYALTY
ENGAGEMENT LADDER
ARE YOU GIVING YOUR
HIGH LOYALTY USERS THE
TOOLS TO BROADCAST
THEIR AFFINITY?
DO YOUR USERS KNOW WHAT YOU’D LIKE
THEM TO DO?
ANALYTICS
Quantify User Engagement
Measure Active & Lapsed Users
Gain Insight with Behavior Analytics
Track User Cohorts & Segments
Newbie Fan Enthusiast Superstar0
10000
20000
Pla
yers
Level
RESPONSE
Lift in Facebook Likes and Twitter Retweets
More posts and contributions from users
Increase in social referrals through Facebook and Twitter
Average increase in business objectives tied to user behavior25%
104%
90%
53%
IN THE WILD
IN THE WILD
INDIVIDUAL
SOCIAL
LOYALTYREPUTATION
IN THE WILD
Intrinsic Motivators
Virtual Rewards
Status & Recognition
IN THE WILD
IN THE WILD
Extrinsic & IntrinsicMotivators
Real Prizes“Win VIP passes to meet the band”
Virtual Rewards
IN THE WILD
The Behavior Platform
Thank You!For More Information Contact: [email protected]
or visit www.badgeville.com
@badgeville