1. FIGHTING THE
ENGAGEMENT CRISIS
Where we are and where we’re going
Scott Schnaars, GM EMEA, Badgeville
@schnaars

2. 14%
@badgeville

3. @badgeville

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. GAMIFICATION IS THE CURE
It enhances your most vital enterprise investments, helping
you get the ROI you always wanted…

6. It’s changing the way we interact with
our customers…everywhere.
@badgeville

7. CUSTOMER ENGAGEMENT
Tied to the core business objectives of marketers

8. ACQUIRE
How can you attract new customers?

9. RETAIN
How can you keep customers engaged over time?

10. CONVERT
How do we maximize revenue through
real-time engagement?

11. It’s changing the way our employees
get work done…
@badgeville

12. EMPLOYEE ENGAGEMENT
Tied to the business objectives that matter for today’s enterprises

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. COLLABORATE
Reward employees who share knowledge across
departments and boundaries
Example
Achievement for
sharing valuable
field knowledge

15. LEARN
Maximize employee performance by encouraging
completion of key programs…
Example
Guide users
through courses
and training

16. How can we sell
gamification internally?
@badgeville

17. 1. AVOID THE G-WORD
Avoid gamification in front of the wrong audiences…
It’s about
behavior management and
business results

18. EXAMPLE: EMC
RAMP: Recognition, Awards and Motivation Program

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. 3. IT’S MORE THAN POINTS, BADGES
AND LEADERBOARDS
Tapping into the human psyche
make
progress
I want to…

21. The 4-S’ - Make them feel…
Socially Valued

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. 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. IT’S ALL AROUND US

25. Thank you!
Additional Reading
Scott Schnaars
Badgeville, GM EMEA
Twitter: @schnaars
+44 (0) 7720 762 254
www.badgeville.com
@badgeville