Create a High-Performance Customer Culture with Gamification

CREATE A HIGH-PERFORMANCE CUSTOMER CULTURE WITH GAMIFICATION

May 8, 2014

#hooplawebinar

Chris NewtonVP Business Development

Influitive

Rebecca MacDonaldVP Marketing

Hoopla

#advocatemktg

HOUSEKEEPING

• There will be time for Q&A at the end

• Please submit your questions via chat

• We will record the webinar

• All attendees will receive the replay

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© 2014 Hoopla Software, Inc.

ABOUT HOOPLA

The new way to win for sales, marketing and customer service organizations.

• Founded 2010• 300+ customers• Cloud-based Sales Motivation software platform• 2014 AA-ISP Technology Service Provider of the Year• 2012 Salesforce AppExchange Customer Choice Award

ABOUT INFLUITIVE

The advocate marketing experts

• Powerful advocate marketing software that helps B2B marketers discover, mobilize and recognizetheir biggest fans – customers, partners, employees.

• Drive referrals, references, reviews, word of mouth recommendations, engagement and more.

CUSTOMER ADVOCACY DRIVES REVENUE

• Leads referred by happy customers convert at 5X the rate of other leads

• 84% of B2B decision makers start the buying process off with a referral

• A 12% increase in advocacy generates a 2X increase in revenue growth rate


MEET YOUR NEW CUSTOMERS

• 80 million Millennials in the United States alone

• Spend $600 billion each year

• 50% of workforce by 2020

• Tech savvy – mobile, social, video

• Instant feedback


HIGH-PERFORMANCE TEAM CULTURE

An Exploratory Study of Sales Incentive Programs, Forum for People Performance Management & Measurement

What is the overall impact of the

Engaged teams

• Grow profits 3X faster than competitors

• Have 2X sales

• Have 50% higher customer loyalty

• Are 38% more productive

• Have 25% less turnover

Yet, engagement is Low

• 70% of employees are not motivated and engaged

Are your customer-facing employees engaged?

ENGAGEMENT CHALLENGES

• Focus – Trouble getting employees to consistently focus on the key activities that lead to success

• Recognition – Annual reviews, long-term goals don’t motivate your team today

• Manual effort – Too much time spent tracking performance on spreadsheets, updating progress reports, using whiteboards, manual leaderboards, etc.

• Communication – Difficulty connecting remote offices, workers to team culture

Stop boring your customer facing teams!

Web Application

Mobile/ Tablet(future)

CAN GAMIFICATION HELP?

• Engage customer-facing employees in a play-to-win culture

• Leverage the power of customer advocacy

HOW HOOPLA USES GAMIFICATION TO DRIVE CUSTOMER ENGAGEMENT

#hooplawebinar #advocatemktg


HOOPLA MVP PROGRAM

MVP.HOOPLA.NET

Powered by Influitive

• Customers participate in challenges

• Earn points they can redeem for rewards

• Referrals, case studies, social media mentions, learning opps


BUILDING COMMUNITY

Customers engaged immediately• Create their own community• Post questions and answers• Participate in Hoopla marketing activity


ENCOURAGE CUSTOMER REFERRALS

Customers earn points for referrals• Advocates get recognition


DRIVE ONGOING ENGAGEMENT


REWARDS SAY “THANK YOU”

STATUS

ACCESS

POWER

STUFF

HOW INFLUITIVE USES GAMIFICATION TO ENGAGE CUSTOMER FACING EMPLOYEES


HOOPLA SALES MOTIVATION PLATFORM

• Cloud-based platform designed to inspire and motivate teams

• Uses friendly competition to engage employees

• Live, ESPN style displays on big-screen TVs, web, mobile

• Contests to jump-start behavior

• Company-wide visibility highly motivating

• Salesforce integration – streams live updates from our CRM

• Automatically updates – set it and forget it


FOCUS THE SALES TEAM ON ACTIVITY

What can your team do today to be effective?• Make more calls, send more emails, etc.• Visibility maintaints focus, drives behavior


DELIVER INSTANT RECOGNITION

Why wait?• Deliver recognition the moment a milestone is achieved• Use modern technology - make it fun, exciting


RECOGNIZE SHORT-TERM MILESTONES

Don’t just focus on long-term results (revenue, deals closed)• Recognize individuals and teams for reaching short-term goals• Connect individual behavior to company’s performance


CELEBRATE WINS

Track progress toward your goal• Knowing where you stand vs your peers motivates performance


GET MARKETING IN THE GAME

Bridge the marketing and sales divide• Communicate about upcoming campaigns, events


CONNECT TO BUSINESS OUTCOMES

How is marketing helping to drive the buyer cycle?• Link campaigns to opportunities in the pipeline


WANT MORE CUSTOMER REFERRALS?

Don’t leave it to chance, gamify the behavior you want• Use friendly competition: games and leaderboards to track progress• Give everyone visibility into performance


ARE CUSTOMERS ADVOCATING FOR YOU?

Gamify the behavior you want• Use friendly competition: games and leaderboards to track progress


HOOPLA AND INFLUITIVE

+4 keys to building a high-performance customer culture:

• Use gamification to drive your team’s performance

• Leverage social recognition to keep your teams engaged

• Use advocate marketing to impact more buyer decisions

• Tap into the power of customer advocacy to drive referrals

QUESTIONS?

CHRIS [email protected]

@influitive

REBECCA [email protected]

www.hoopla.net@hooplasoftware


Create a High-Performance Customer Culture with Gamification

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