customer success tracking - tracking and gamifying our customer's success to develop more loyal...
TRANSCRIPT
CUSTOMER SUCCESS TRACKING
Tracking and gamifying your customer’s success to develop more loyal super
fans and brand advocates.
Toby [email protected]@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