robert mullany - "turning concept into reality"
TRANSCRIPT
TURNING CONCEPT INTO REALITYHow to make game mechanics work for your organization
Robert MullanySales [email protected]@robertmullany
NOEXCUSE
S
July 19th
Engaging Customers Engaging Employees
“For anticipating the gamification explosion before anyone knew what gamification was.”
We’re First So Our Customers Can Be First.
Gamification platform
Commercial deployment of Gamification
(and only) GTM gamification partner w/ Jive
Salesforce Gamification App
IBM Gamification App
Personalized Gamification
Teams Functionality
Built-in Redemption
Omniture integration
Facebook and Twitter integration
1st
The ProblemBusinesses are Struggling to make their Customers,
Partners & Employees more Active & Loyal
Fighting for attention, participation and
loyalty Increasing competition for partner attention and sales
Declining engagement and satisfaction
The Opportunity in Enterprise Software
Cloud
SaaS means vendors need to re-earn
business every year
Consumerization of IT
Employees demandingconsumer experiences
in the enterprise
Applications
Easy to buyEasy to sell
Easy to deploy
Our Vision: The Engaged EnterpriseActive & Loyal Customers, Employees & Partners
DRIVE EMPLOYEE ENGAGEMENTLiveOps – My Work Community
Goal: Improve Training & Performance of
20,000
Distributed Call Center Agents
80% adoption in first week
Reduced onboarding: 4 weeks -> 14 hours
Trained agents outperformed peers:
+23% in call handle time
+9% in cust. sat
2011 CLO Excellence in Social Learning Award
Pre-Gamification Post-Gamification
12.7
19.1Actions per User
Learning is Back in Style: Increased and Sustained Engagement
Objective: Increase effectiveness of online university in educating independent stylists on an ever-changing product catalog
Results:This customer saw a 50% increase in activity per user once game mechanics were added to its education platform
Retention of users improved over 300%
17
Pre-Gamification Post-Gamification
19%
64%
Retained Audience
SPARK SALES FORSALESFORCE.COM
19
20
21
22
23
24
25
26
Goal: Increase brand awareness by encouraging team members to become more active on social media
pinterest.com/bluewolflikes/goingsocial
Goal: Create a single social network across Toyota globally using Salesforce.com Chatter
POWERFUL TECHNOLOGY
While the concepts are simple, powerful technology is needed to implement gamification programs
Rules engine to manage missions, levels & points
APIs to track behaviors within and across platforms
Widgets for leaderboards, profiles, redemption
Admin console to easily optimize programs
Real time analytics to understand behaviors and results
Easy to deploy and manage in real-time
Secure & scalable to handle massive amounts of data
REST APIS
Engage Users AcrossPlatforms, Websites, and Devices.
Enterprise Apps Websites/Portals Social Platforms Devices
Bunchball Powers The Engaged Enterprise
NitroThe World’s Most Advanced
Gamification Engine
SparkSimple, Powerful,
Pre-Built Gamification Apps
FuseMotivate users across your enterprise apps
PROVENIMPLEMENTATION PROCESS
IMPLEMENTATION - EASY AS 1, 2, 3
Tag Actions Setup Logic Display Data
1 2 3
SPARK – 1 STEP IMPLEMENTATION
Tag Actions Setup Logic Display Data
1 2 3
SPARK – 1 STEP IMPLEMENTATION
Tag Actions Setup Logic Display Data
included 1 included
STEP 1: TAG ACTIONS
Similar to Tagging Activities for Google Analytics
With Spark, You Can Skip This Step
STEP 2: SETUP LOGIC
STEP 3: DISPLAY DATA
STEP 3: DISPLAY DATA
OnboardingEngagement Strategy &
Enablement
Solution Deployment
Post-launch Optimization &
Support
Ongoing Success Measurement,
Program Review, Optimization
Proven Process for Client Success
Digital Strategy Analytics Technical Support
Account ManagementYour partner throughout the planning, launch and post-launch cycle
Within 1 week of close:
Account Kick-off with Business Stakeholders
Establish Key Drivers of the Business/ Program
A 3 to 30 day cycle:
Engagement StrategyROI & KPIs
Measurement Plan & Scorecards
Deployment PlanAdmin Training
Technical Training
Customer Driven:
Technical SupportLaunch Planning
Pre-launchProgram Review
Fast Follow Post-launch:
Program Review & Success Measurement
Recommendations for Program Optimization
Demonstrate Efficacy
Technical Support
Ongoing:
Program Review & Success Measurement
Recommendations for Program Optimization
Demonstrate EfficacySocialize Success
July 19th
ACTION ITEMS
1. WRITE DOWN YOUR BUSINESS GOALS
“WE WANT TO DRIVE SALES THROUGH OUR CHANNEL PARTNERS”
NOT
“WE WANT LEADERBOARDS IN SALESFORCE”
2. WRITE DOWN THE ACTIVITIES THAT WOULD RESULT IN THESE GOALS
“SETUP MORE ONSITE MEETINGS”
“MAKE MORE COLD CALLS”
“PASS A QUIZ TO SHOW RETENTION”
3. IDENTIFY THE SYSTEMS WHERE THESE ACTIVITIES TAKE PLACE
A COMBINATION?
SALESFORCE.COM? LMS? JIVE?
INTRANET? EXPENSE SYSTEM? PUBLIC WEBSITE?
Questions?
APPENDIX
Milestone 1 Milestone 2 Milestone 3 Milestone 4 Milestone 5 Milestone 6
Proven Process for Client Success
Strategy & Prep
Define & Plan Design Deploy Develop &
TestPre-Launch Checkpoint
Project Overview
Nitro Walkthrough
Goals & Objectives
Finalize Launch Components,
Tech Review and Analytics Requirements
Reward & Economy
Structure Feedback
Coordinate rewards with business requirements
Asset Creation and Notification Best Practices
Widget Integration
Final Tech Implementation
QA
Finalize Reporting Structure & Frequency.
Final QA
Day 1 Day 30
IBM CONNECTIONS
Level 1 Level 2 Level 3 Level 4
Upload a profile photo Invite someone to your network
Make 5 status updates in 5 days
Upload your first document
Follow a colleague Bookmark your favorite websites
Follow a blog Make your first blog post
Join a group Recommend a blog or wiki Comment on a blog post Create a community
Respond to a forum comment
Comment on someone’s status update
Follow a community
Update your status Add a widget Create an activity template
Make a wiki page Share a file Edit a wiki
Create an activity and assign a task
Tag a profile of someone you’ve met
Accept 10 invitations to join a network
Add a forum or wiki comments
Follow a particular person
By the time users have completed Level Up, they’ll have mastered over 27 key features in Connections
Gamification IS
A Powerful New Tool in the Retention Toolbox
Applying Game Mechanics to Non-Game Experiences
To Drive Sustainable Adoption, Usage & Behavior.
Any Behavior, Any Digital Experience.