Having Fun With the Customer and the Employee Recently I’ve been writing about customer experience and how some companies are engaging their customers (and their employees) with games. This is known as “gamification,” which by Wikipedia’s definition is “the use of game thinking and game mechanics in non-game contexts in order to engage users.” In […]
Recently I’ve been writing about customer experience and how some companies are engaging their customers (and their employees) with games. This is known as “gamification,” which by Wikipedia’s definition is “the use of game thinking and game mechanics in non-game contexts in order to engage users.” In other words, businesses are using games to get customers to interact with them and employees to have a better work experience.For example, Home Shopping Network has an online arcade that attracts tens of thousands of users a day. Badgeville creates games that motivate and inspire employees to a higher level of performance. Companies are producing apps for smartphones that allow for fun or entertaining engagement. Businesses that get their customers to engage with them in a fun and competitive manner is a viable customer experience strategy.
Chris Ressa of DLC Management, a commercial real estate management company based in New York, has a unique way of engaging his customer through a game. He manages a fantasy football league for his customers. This is interesting on several levels.
So, what kind of game or other fun activity, either online or offline, can you engage with your customers? There are fantasy sports leagues, trivia, online puzzles and more. This concept is about creating a better customer and employee experience based on fun interaction.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
(Copyright ©MMXIII, Shep Hyken)
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