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

Book Description

The new secret to driving LOYALTY THAT PAYS!Once revolutionary, loyalty programs designed todifferentiate 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.

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
  8. PART 1: VISION
    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
  9. PART 2: EXECUTION
    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
  10. PART 3: DIRECTION
    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