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Increasing Employee Engagement with Games

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Increasing Employee Engagement with Games

What motivates employees to do their jobs well? Competition with coworkers, for some. The promise of rewards, for others. Pure enjoyment of problem-solving, for a lucky few.

Increasingly, companies are tapping into these desires directly through games, leaderboards, and prizes. World-class brands including Intel, Merck, Microsoft, Pfizer, and Target are actively using games in their workplaces. And more and more companies are joining them. A recent report suggests that the global gamification market will grow from $1.65 billion in 2015 to $11.1 billion by 2020.

What is gamification? It’s the use of games and game mechanics to engage people, motivate action, promote learning, and solve problems. By using storylines, challenges, mystery, characters, progression, feedback, freedom to fail, and rewards, employers are engaging their employees on a much deeper level. The effectiveness of games is no accident. Games offer significant benefits, including:

  • Engagement – By introducing an element of fun, games increases how engaged, interested, and motivated participants are. As a result, they are also more attentive and willing to spend more time on learning.
  • Interactivity – Traditional learning methods frequently promote the passive intake of information. By comparison, games makes training interactive. Through game theory, students participate in the experience, engaging in active learning and processing.
  • Increased understanding and retention – The engagement and interactivity aspects of gamification contribute to enhanced intake and retention of information. Studies have shown that game-based training can increase employee retention on course material by 9.5x within 6 weeks of the initial training.
  • Immediate feedback – Games provide instant feedback about the success of the learner, which can motivate them to work harder or to keep up with their current level of learning. Games also provides feedback along the way about how close the learner is to achieving their goals, keeping them motivated, and providing valuable information about their progress.

But the word “gamification” and the widespread, conscious application of the concept only began in earnest about five years ago. Thanks in part to video games, the generation now entering the workforce is especially open to the idea of having their work gamified.

Some people are motivated by competition. Competitive games help us sprint the extra mile and prove, not only to ourselves but also to others, how great we can be. Others are motivated by collaboration. Collaborative games create a strong bond between co-workers. If one person does not know the answer, the team suffers. So, everyone is encouraged to help each other out.

Almost everyone is motivated by rewards. And rewards come in all shapes and sizes… cash bonuses, extra vacation days, a private lunch with the CEO. Take the time to understand what incentivizes your employees and dangle that carrot as a reward for mastering what’s most important to you.

Keep things playful. Focus your message on self and team improvement vs. winning. As soon as competition shifts from wanting to win to wanting to see someone lose it becomes toxic. This toxicity can even seep into a team itself where people battle to take the number one spot and lead their peers. To avoid competition filled with animosity and bitterness the focus point of games should be winning through knowledge, not an arbitrary skill.

Analyze as much data as you can. Set up your game-based training to understand your individual employees’ and teams’ strengths and weaknesses across your business KPIs (analytical skills, communication skills, creative skills, listening skills, logic skills, problem solving skills, etc). The more data you collect the more you can improve your business.

If you would like to learn more about games-based training and solutions you can use to improve the effectiveness of your training contact me at stephen.baer@thegameagency.com.

PESO: A Valuable Marcom Currency

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PESO: A Valuable Marcom Currency

PESO (paid, earned, shared, and owned) media has been a best practice for years. However, most people don’t realize how valuable this well-rounded approach is. When it comes to marcom, it’s important to include all four channels in your strategy because relying on one or two can leave you vulnerable. It’s equally important to understand what makes each channel unique and how it can be measured.

 

What is paid media?

cell-phone-searchPaid media is the simplest of the four channels to understand. It includes any television, radio, print, and online advertising that you pay for. It’s worth noting that online advertising has a few subcategories.

Pay Per Click (PPC) is a popular form of paid media. Search engine advertising is one of the most common forms of PPC. You can bid on keywords that will be displayed above the organic search results. As the name suggests, you pay every time someone clicks on your ad and is directed to your website.

Banner advertising, though decreasing in popularity and effectiveness, in part due to ad-blocking software, falls into the paid media category. This also includes retargeting, where customers who have bounced off your site are presented with your advertising elsewhere on the web.

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Finally, there are sponsored social media posts. Algorithm changes introduced by many social networks have resulted in reduced organic reach, so paying to boost the number of people exposed to ads has increased accordingly.

 

 

 

 

 

 

How to measure paid media

How you measure paid media depends on the platform you advertise on. For PPC, Google AdWords offers analysis of your Google paid campaigns, while Bing Ads covers Yahoo! and Bing. In Google Analytics, paid search, paid social, and display are all separate channels, so you can track which paid campaigns drove traffic to your website and resulted in sales or new leads. For promoted social media posts, analytics is offered by Facebook, LinkedIn, Twitter and Pinterest.

 

What is owned media?

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Owned media is the content you create and publish on your own channels. This includes social media, websites, blogs, white papers, ebooks, etc. Providing valuable content that is not too heavily self-promotional is the mainstay of owned media for many organizations. Promoting this content on social media is key to distributing it widely.

 

 

 

 

 

 

How to measure owned media

Using all major social network platforms, you can identify which types of content are performing best, and apply those learnings to future campaigns. You can grow your community and drive brand advocacy by discovering the most influential and active fans and nurturing them.

The ultimate goal behind your content and social marketing strategies is not likes and retweets but to move consumers along the buyer journey. You will want to dive into your web analytics software, such as Google Analytics, to understand if your strategy is driving new customers. You can create goals in Google Analytics to understand the channels that are contributing to downloads, sign-ups, demo requests and so on.

 

What is earned media?

blue-scorpionEarned media consists of all the content and conversation around your brand or product that has been created by somebody else and published somewhere other than your owned channels. It is gained as a result of your efforts in paid and owned. Think of it as the amplification of your activity, as news sites and social media users pick up on your campaigns and help spread the word. Earned media can include press coverage, social media mentions, shares and retweets, product or company reviews, and blog posts authored outside your company. Increasing the visibility and reach of your content through social media engagement will increase your earned media. Earned media is valuable as it tends to be more trusted and credible.

 

How to measure earned media

Measuring earned media, based on impressions, can give you a sense of how aware your target audience is about your product or service. However, impression analysis does not take into account other behavior, and it counts all media impressions equal. It assumes peoples’ actions are linear from message to purchase. In fact, things like social media, online product reviews, and word of mouth all influence buyer decisions. What’s important is not so much the total impressions, but that they are targeted to the media channel and vehicle favored by your target audience.

 

What is shared media?

social-mediaUnlike the Field of Dreams: If you build it, they most likely will not come. Google ranks you on whether or not people share your content across social networks. The search engine wants to see that you are consistently creating new content and that people are sharing it among their networks. Three gold stars if people share it on Google+ and if you use video and house it on YouTube. The first step is to make sure the social media share buttons are on your site so it’s easy for visitors to share your content, but you also have to spend time building networks of your own. Don’t go out and try to do that on all of the social networks. Facebook is the most effective for consumer-facing businesses and LinkedIn is for those working business-to-business. Choose the one (or two) networks that best fits your audience and start there.

How to measure shared media

The best KPIs for shared content are network specific metrics like Likes (Facebook, LinkedIn and Twitter), Retweets (Twitter) and Reposts (Facebook) or aggregate metrics like Share of Voice. To calculate share of voice for a keyword set, multiply your CTR with the average monthly search volume (taken from Google Analytics) for each keyword. This will give you an estimate of how much traffic your brand can expect in the month for that keyword. If you then total the estimated search traffic for your entire keyword set, you can use these two numbers to calculate your organic search share of voice: Brand Traffic / Total Market Traffic = Share of Voice

Key Takeaways

PESO is the best strategy for marcom success but every campaign is distinct. How you implement it for a product launch is different than how you will use it for a brand awareness or social responsibility campaign. Evaluate each tactic carefully and decide where it makes the most sense to use it.

4 Key Qualities of a CMO

4 Key Qualities of a CMO

A few years ago, the traditional responsibilities of a Chief Marketing Offer included leading industry research, developing marketing strategies, and facilitating company growth. Digital was one channel among many that CMOs had to “figure out.” Today, it’s the most critical component of marketing thanks to the mainstream adoption of smartphones, tablets, mobile apps, the Internet of Things, and virtual / augmented reality. CMOs are challenged by the transformation that’s happening right in front of their eyes. It’s a tremendous opportunity that impacts how they work.

Below are four qualities that every CMO or aspiring CMO must embrace to be successful today and to get ahead tomorrow.

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1. Tech Savvy

The best CMOs in today’s highly competitive digital world think more like Chief Marketing Technologists. They know that technology enables — but does not replace — strategy. They have a firm grasp on what their strategies are, understand the gaps in their knowledge, and apply technology intelligently to fill in the blanks. They have become intimately familiar with marketing technologies including CRM software, data and analytics tools, and web, social and mobile solutions. According to Gartner, by 2017 the CMO will spend more on IT than the CIO. That said, CMO is often well served by collaborating with the CIO to harness technology investments that drive customer loyalty and brand value.

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2. Data Driven

Today’s digital marketing world generates tremendous amounts of data. Within this data lies valuable information that a CMO needs to understand to effectively manage marketing programs. CMOs must be data-driven and have the ability to review and interpret what data is actually being relayed to them and capable of identifying accurate limitations of the data; adjusting their approach accordingly. A solid understanding of analytics enables a CMO to comprehend consumer trends, assess consumers’ reaction to products, and understand the emotional and technical needs of consumers within a specific segment.

 

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3. Customer Centric

As Forrester wrote a few years ago, “We’ve entered the age of the customer, an age where companies need to become customer-obsessed to compete.” Knowing whom their customers are, where they are, what they like, and how they feel has become critical to surviving in today’s business environment. That’s why CMOs must focus on the customer experience. The best CMOs take a customer-first approach to their role, investing in the experiences people have with their brands throughout the entire customer lifecycle, not just the traditional top-of-funnel interactions.

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4. Open Minded

Gone are the days when advertising was the only way to market your product. Progressive CMOs are experimenting with new channels for reaching and interacting with customers and prospects. Whether using social, mobile, IOT, VR, games, or any other solution, the ability to apply the scientific method to figure out which channels work best for their business and how to allocate marketing spending is the most important skill digital-first CMOs need.

Today’s best CMOs are building an army of marketing technologists who strive to understand what tools can solve what problems. These CMOs and their teams are reimagining what marketing can do in a digital world and are crafting better campaigns, programs, and customer experiences than ever before. They’re speaking both marketing and IT and naturally seeing the connections between the two. And in a world of greater intersections between disciplines and functions—and the need to break out of legacy organizational silos—such roles really facilitate change.

The Secrets To Small Business Growth

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The Secrets To Small Business Growth

Nearly ten years ago, my founding partner, @Joe McDonald and I created a business plan for The Game Agency. Just a few months later, we left our cushy jobs and jumped into the entrepreneurial ocean. Six months into business, we hired our first employee, and began our journey to 30 people strong. Our growth has been slow, steady, profitable, and fun. Here are four secrets to our success.

Find Your Focus 
find-your-focusIt’s tempting to be a chameleon and chase every paying job you think you can successfully deliver, but few clients believe you can do all those things exceptionally well. Instead of being Jacks and Jills of all trades, but masters of none, we’ve chosen to hone our skills in:

  • Games: training, education, and marketing
  • Contests: skill-based, sweepstakes, and instant-wins
  • Loyalty: prize and gift redemptions

By specializing, we’ve become best in class in our little niche, created an excellent reputation for ourselves, attracted new clients, and kept them for years. We chose to stick with what we know best and what interests us the most and find clients that share our passion rather than trying to sell our services to companies that don’t see the value in what we do.

 

Measure Everything

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We pride ourselves on thinking strategically, creatively, and holistically about client programs. We kick off each client engagement with a focus on measurable goals and we track results every step of every project. While everyone has an opinion, it’s hard to argue with numbers. By aligning ourselves with clients at the start on what a campaign’s quantitative goals are and by attempting to beat these goals, we create an environment to foster success and build long healthy relationships.

Internally, this means we track our own successes and failures, looking for ways to help our teams improve. We believe in coaching up our teams’ strengths and supplementing against their weaknesses, rather than trying to change the tiger’s stripes. Externally, it means that we track every phase of interaction with our clients, which allows us to provide better, more agile service and support to them, and better estimate costs and delivery timelines.

 

Build Loyalty

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We admire a lot of companies we see, and we try to identify what element of their secret sauce it is that makes them great. How are they attracting/retaining employees, building morale, and rewarding their team? We believe one of the best things we can do for our company and our clients is to empower our employees. We’ve put cultural rules in place, including:

  • Listen – We ask our employees to speak up and we listen carefully. Employees see many things that we don’t. Leveraging their eyes and ears often makes our company and our clients more successful.
  • Respond – We engage in discussions (and sometimes debates) with our employees. We learn from them daily, and when we do, we make a point of thanking them for helping to see new things.
  • Act – We put our employees’ ideas into action. Some of the best ideas come from those doing the day-to-day work. That means we try a lot of things here, and if they don’t work we try something else.
  • Give – We want employees to go above and beyond for us, so we go above and beyond for them. We offer them respect, praise, a flexible work environment, fun, and rewards including unique gifts and trips to exotic places.

 

Lead and Do

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Today, The Game Agency has four partners and we challenge ourselves daily to lead and to do. My partners and I are executers by nature but doing everything ourselves isn’t scalable. Each of us leads up a team (sales, client management, creative, production). Many small agency leaders find growing their agencies challenging, because they’re still spending too much time doing. We hire smart people, we coach them every day, and we give them space to execute flawlessly (or pretty darn close).

With a decade of business around the corner, I couldn’t be prouder of our business, our team, or the work we do. Here’s to making the next decade even bigger and better.

Are there any secrets you’d add to these four? Is there anything you’d like to see from this list implemented where you work?

Employee Gamifaction

Employee Gamifaction

By now you’ve probably heard how impactful gamification can be in driving employee engagement. An entire industry of designers and developers is emerging focused on creating gamified solutions for just for employees.

When I talk about “gamification,” I’m basically talking about applying game principles to non-gaming experience. In other words, taking the things that make Angry Birds and Minecraft so engaging — earning points, leveling up, discovering, unlocking features, getting rewards — and using them to focus employee’s time and attention on day-to-day business issues.

Gamification takes advantage of two modern realities. First, that employees are programmed to challenge themselves, and second, that most people compete and collaborates with their colleagues.

Your employees are already gaming 24/7. Just consider Joe Schmo’s typical day:

  • 5am – Starts off the morning with a run, racking up points on his FitBit
  • 7am–Kills time during his commute by aiming Angry Birds at those nasty pigs
  • 9am–Becomes Mayor of the office by checking in on Foursquare
  • 11am–Wins employee of the month award by blowing away the sales quota
  • 1pm – Tracks his Weight Watchers points when ordering lunch
  • 3pm – Takes a break to complete a quick round of Trivia Crack
  • 5pm – Increases his Dropbox memory by inviting 3 co-workers to the platform
  • 7pm–Gives his kids points for cleaning their plates at the dinner table
  • 9pm–Gets points by making a reservation on OpenTable
  • 11pm–Redeems his frequent flyer points while booking his next trip
  • 1am–Sneaks in some late-night games on Xbox Live
  • 3am–Finishes the day with some Words with Friends

If you’re not leveraging this behavior in your training, you’re missing out.

 

Insert Coin: Build Your Gamification Strategy

The key to gamification is leveraging what you know about your employees already. Your “asks” should align with their habits, interests and motivations. The actions you want your employees to take should be based on what they already do. Whether your looking to increase speed, improve customer satisfaction, increase sales, or optimize collaboration you should have very specific tasks in mind at the outset.

 

Level Up: Attract and Retain Your Employees

Of course, your game will only matter if employees keep playing it. People love to accomplish things, and a diverse set of activities will reel them in, but they’re only going to keep pumping in quarters if you level them up.

The concept of levels surrounds us in real life. We earn badges in the Cub Scouts; we earn belts in karate; we earn miles in the air. Leveling up says, “I’ve done something.” Challenge your employees to reach a set number of points for each level, then graduate them to the next level.

And if you want to turn your employees into addicts, create a learning curve. Space your levels out. The first few should be easy to reach; the next several should be more difficult. Hook them early on with easy stuff, and you’ll keep them with you for the long haul.

 

Super Mega Combo! Provide Real-Time Feedback

When people are playing games, even the smallest encouragement can enhance engagement. Real-time feedback can mean almost anything: leaderboards, virtual rewards (points, badges &social status), real-life rewards (coupons, digital content and physical goods) pop-ups, texts, e-mails, access to contests, or anything else that says “Good job!”

The feedback is there to reinforce what your employee is working toward. Plus, excited employees are likely to spread the word about their accomplishments and your platform. Consider that your mega bonus.

 

Play On Their Turf

Meet your employees where they already are. You should already know how and where they obtain and absorb content, so design your campaign accordingly.

It doesn’t matter if you’re selling widgets, wallets or wallabies, or if you’re overseeing a staff of two or two thousand. Gamification knows no bounds. If you deliver the right experience in the right way and in the right place, you’ll find that there’s a hardcore gamer in everybody.

Are Your Company Meetings Effective?

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Are Your Company Meetings Effective?

Most are not…

In the United States, there are 11 million business meetings ever day resulting in $37 billion dollars spent each year.

According to the Wharton Center for Applied Research, employees spend a significant percentage of their time every week in meetings.

  • CEO – 17 hours per week
  • Senior Executives – 23 hours per week
  • Middle Managers – 11 hours per week

47% of those surveyed consider most meetings they attend to be exhausting and a waste of time.

What Are Your Meetings Like?

Games to the Rescue

Studies have shown that the use of games during meetings can effectively reset participant concentration and increase energy levels. The human mind can only absorb so much information at one time. Successful meetings are commonly segmented into blocks of approximately 20 minutes followed by group problem solving, open discussion, and/or games. Games build confidence, lift morale, spark enthusiasm, and ultimately, achieve results. Incorporating games into your meeting is an ideal way to rejuvenate employees and get them back on track and focused on the important material you’re discussing. Games allow participants to stand-up, move around, and perhaps even laugh a little.

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4 Tips for Effective Game Use in Your Meetings

  1. Make your games relevant – Choose a game mechanic that effectively reinforces with the content being discussed.
  2. Consider your audience – Tailor the gameplay to make even the most timid wallflower flourish.
  3. Watch your timing – While it is important to watch the clock – do not overdo it. Allow time for 90% of participants to finish before officially ending the activity.
  4. Create movement – Keep a room full of people engaged is not easy. Choose games that require movement to rejuvenate the class and get them ready for more learning.

With 11 million business meetings occurring every day and the vast majority of attendees uninspired by the ways they are run, it’s time to rethink the way we do business. So, choose a simple game today and keep your participants energized and engaged.

Gamification Ate My PowerPoint

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Gamification Ate My PowerPoint

At some point in your career, your brain probably experienced death by PowerPoint.  I’m sure you know what I mean, but here is the official definition: A state of boredom and fatigue induced by information overload

It’s a tragedy that strikes workforces every day, and this is its most common cause: an hour-plus monologue or presentation, often delivered by a poor speaker with little excitement and no opportunities for interactivity.

Luckily, gamification has been eating away at the dullness of PowerPoint presentations. In fact, over the past few years, this practice of gamifying the workplace has become more and more common, and research shows it’s about to take off. According to Gartner, more than 50% of organizations that manage innovation processes gamify those processes.

If your organization encourages competition and collaboration, then you should take a good look at gamification for training and motivating your employees. Below are five pillars of such a program.

 

Educate Employees

All those PowerPoints, videos, and all-day seminars should not exist in a vacuum. Add game mechanics, and you will increase their relevance and value. If your employees attend a seminar, read an article, watch a video or does anything else that you believe will make them smarter, give them points or badges, then rank them on a company leaderboard so they can clearly see how they stack up against colleagues.

By combining traditional instructional design with game principles, you can successfully amplify coursework, drive ongoing engagement with material and spur excitement in the self-improvement process. This combination creates a much more engaged and interactive learning experience across online, mobile, social and face-to-face environments.

 

Activate Behavior

Gamification is 75% psychology and 25% technology, so when planning how you’ll drive behavioral change across your organization, focus your attention on these three common game principles.

1.     Challenges: What types of activities and games will be embraced by your target audience? What platforms should they be available on?

2.     User experiences: Should you focus on individual, multi-player, competitive and/or collaborative experiences?

3.     FeedbackHow often should feedback be provided? Who should provide it?

Encourage Employees to Communicate

Whether your employees are in the same room or on the same network, it’s critical that they establish personal connections with one another during your training sessions, and gamification offers fun and effective ways to establish such connections between team members who might not have the chance to meet otherwise.  It’s critical to promote dialogue, a sharing of institutional knowledge, and an opportunity for competitive and collaborative game play. Consider instant messaging, blogs, discussion panels, team chats and global chats not just as spaces for discussion, but spaces for play.

 

Celebrate Success

It’s important that you engage employees, treat them like valuable people and celebrate their accomplishments. According to a recent Gallup poll:

  • 82% of employees are motivated by recognition (not money)
  • 69% of employees would work harder if they were better recognized
  • 49% of employees would leave their job for an offer with better recognition

Consider using points, badges, leaderboards, prizes, rewards and certifications to recognize your employees’ everyday activities. If you can’t throw money at your work force, it’s important to celebrate their success in other ways.

 

Evaluate Participation and Accomplishments

Before you roll out a gamified training campaign, define ROI measurement and implement tracking. There is a wide range of metrics that you can use to measure user behaviors. Below are three I find relevant for training.

1.     Engagement: Measure actions (content downloaded, tested, shared, etc)

2.     Performance: Measure activities, games and challenges completed

3.     Improvement: Measure improved knowledge and retention

Organizations that embrace gamification have the opportunity to secure employee loyalty and find a competitive edge in recruiting, retention, talent development and business performance. They’re also bringing us one step closer to a world where death by PowerPoint is a thing of the past.

For more information on custom training games or our game-based training platform (www.thegameagency.com/motivatelive) contact me at stephen.baer@thegameagency.com

Gamification Can Enhance The Customer Journey

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Gamification Can Enhance The Customer Journey

Everyone knows how critical a positive customer experience is. However, too many companies focus on improving individual touchpoints without looking at the entire customer journey.

When companies view individual touchpoints, it’s easy to think customers’ experiences are positive. But those interactions are just one part of a journey. For example, a call to technical support may be ‘positive,’ but your customer was probably unhappy before he/she called in the first place. So, a positive interaction doesn’t equal a positive experience as a whole.

carCustomer Experience – Looking Under The Hood

Once you’ve looked of your customer’s entire journey and have a clear idea of what areas need improvement, you can use gamification strategically to enhance their experience. You can gamify individual touchpoints or entire sections of the customer journey.

This doesn’t mean just adding points and badges and expecting miracles. Badly planned and executed gamification can significantly hurt your customer experience.

Done right, however, gamification can cut through the competition and bring loyal customers to your brand.

wonkaMake The Entire Customer Journey Fun

Almost any customer touchpoint can make use of gamification, from product exploration on your website to troubleshooting with a technical support agent. However, to be effective, the gamification has to serve a purpose.

Great gamification makes interacting with your brand simple, convenient, helpful and enjoyable. It overcomes the pain problems that hurt your customer experience.

For example, product exploration on a financial institution’s website is not a thrilling part of the customer journey. It can be overwhelming, and let’s face it, the features and options of bank accounts and packages make for dry reading.

Many financial institutions combat this by offering product recommendation quizzes. This basic gamification element helps customers find appropriate products quickly and in a more enjoyable way than reading pages of fine print. It’s a convenient and helpful method to find the information and advice they are looking for.

Simplify Information

There’s no quicker way to annoy your consumers than by making something more complicated than it needs to be. Well-designed gamification simplifies complex concepts and explains them in ways that are engaging and easy to understand.

Gamification can also help clarify or direct a customer down a specific path. Games inherently have a beginning, middle and end. They are designed to provide the player with a specific goal and illustrate the necessary steps to get there. That kind of clarity of journey can simplify a process for customers, making the experience more convenient and enjoyable.

For example, imagine a troubleshooting game that helped identify and solve a customer’s problem. The game would make it easy for customers to find the right information and would guide them through solving their problems. Sounds better than scouring forums or manuals for answers!

 

chartCreate a Community

Everyone wants to feel like they are part of something. At a basic level, gamification can add a social element to your customer experience by awarding shareable badges, prompting social sharing and highlighting individuals on leaderboards.

It can also help build social communities. Social communities instill a feeling of belonging among your consumers while providing access to helpful information or offers. They create relationships with customers. Gamification within social communities encourages consumers to engage repetitively by making the experience fun — even addictive.

Just look at Nike+ or FitBit. Both brands use social communities to maximize engagement with their consumers. Players can track and share their progress, invite others to compete against their high scores and see how they stack up against friends.

customer-journeyConsider The Holistic Customer Journey

Creating better customer experiences doesn’t mean just improving touchpoints. You have to consider the customer journey as a whole, and identify areas that can be simplified or made more enjoyable.

Gamification can help, but it’s not a miracle fix. Points and badges won’t make complicated processes more enjoyable. Gamification should be used as part of an overall strategy to make your customer journey simple, convenient, helpful and enjoyable.

Improving your customer experience may not be simple. But the reality is, it’s imperative to competing in today’s market. Customers already expect amazing brand experiences. It’s up to you to deliver.