Customer Success Tracking - tracking and gamifying our customer's success to develop more loyal...
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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
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“Customer Success Tracking (CST) is where you run your customer’s analytics, learning, adoption and performance program for them”
- Toby Beresford, Rise.global
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Benefits of CST Lower churn Accurate usage data -> better product Increased referrals
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How it works
Identify customer success metrics Track them for your customers Report it to them weekly / monthly Drive a deeper relationship
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CST ExamplesNike+#ZPP100
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Zoopla Property Power 100
#ZPP100
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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
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ZPP100 Dashboard
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ZPP100 Leaderboard
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ZPP100 on Twitter
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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
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NIKE+
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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
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Nike+ App
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How it works Intrinsic motivation
Single score
Personalised feedback
Great design
Friendly competition
Elegant Achievements
Social features
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Intrinsic motivation
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Single Score
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Personalised Feedback
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Great Design
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Friendly Competition
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Elegant Badges
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Social Features
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Design a CST program for your
productLearn at the Product Gamification Summit
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Plan for each of the 3 key CST stages
Learning Adoption Performance
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Identify your data sources
CST Scor
e
Online Engageme
nt
Purchases
MarketingAttention
Physical Visits
Social Media
Product Usage
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Launch with a personal dashboard
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Educate via email
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Coaching tips to close the learning loop
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Badges crystalise success metrics
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Player Leaderboards spur on top performers
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Divisions engage challengers
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Team leaderboards engage everyone
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Use social media to amplify program effects
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Repurpose program activity to create customer centric blog posts
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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
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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.
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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