customer success tracking - tracking and gamifying our customer's success to develop more loyal...

CUSTOMER SUCCESS TRACKING

Tracking and gamifying your customer’s success to develop more loyal super

fans and brand advocates.

Toby Beresfordtoby@rise.global@tobyberesfordBlog: www.gamificationofwork.com

“Customer Success Tracking (CST) is where you run your customer’s analytics, learning, adoption and performance program for them”

- Toby Beresford, Rise.global

Benefits of CST Lower churn Accurate usage data -> better product Increased referrals

How it works

Identify customer success metrics Track them for your customers Report it to them weekly / monthly Drive a deeper relationship

CST ExamplesNike+#ZPP100

Zoopla Property Power 100

#ZPP100

Zoopla Property Power 100

Zoopla is a top digital marketing service for estate agents in UK

Zoopla provides a free weekly score and ranking of each real estate agent’s digital footprint

Very cost effective. Running for 3 years, program costs ~£1,000 per year

1,000s of B2B customers engaged Traffic and engagement through the roof

ZPP100 Dashboard

ZPP100 Leaderboard

ZPP100 on Twitter

How it works Estate Agents register with their Twitter

account on the Rise.global ZPP100 Board Each week Rise collects a Klout score for

each agent, and produces a weekly ranking

Zoopla uses Rise to email out to every agent and notify them of their score via Twitter

NIKE+

Nike+ Nike is a top running brand Nike+ is a free CST service analysing

customer runs and providing social feedback. Hugely successful – over 28 million players Very useful data and a great experience for

customers

Nike+ App

How it works Intrinsic motivation

Single score

Personalised feedback

Great design

Friendly competition

Elegant Achievements

Social features

Intrinsic motivation

Single Score

Personalised Feedback

Great Design

Friendly Competition

Elegant Badges

Social Features

Design a CST program for your

productLearn at the Product Gamification Summit

Plan for each of the 3 key CST stages

Learning Adoption Performance

Identify your data sources

CST Scor

e

Online Engageme

nt

Purchases

MarketingAttention

Physical Visits

Social Media

Product Usage

Launch with a personal dashboard

Educate via email

Coaching tips to close the learning loop

Badges crystalise success metrics

Player Leaderboards spur on top performers

Divisions engage challengers

Team leaderboards engage everyone

Use social media to amplify program effects

Repurpose program activity to create customer centric blog posts

CST Benefits New customer channel – an engaging

communications channel Loyal Superfans and Brand Advocates

– more success = more loyalty & sharing Brand authority – a CST program sets

you apart from competitors

How do you get going? Join a CST program and see what it’s like to be a “player”.

Use this experience to plan a CST program for your own product.

Get good at Gamification

Join the Gamification Gurus Power 100 for a free “gamification guru” success tracking service.

See how well you are doing at promoting gamification on your social channels

Monthly email with a great gamification tip

Network with the world’s top gamification experts

Join up at:

http://www.rise.global/gurus