{"id":30855,"date":"2013-01-16T00:00:00","date_gmt":"2013-01-16T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/using-games-to-create-a-better-customer-experience\/"},"modified":"2024-04-07T20:33:22","modified_gmt":"2024-04-07T20:33:22","slug":"using-games-to-create-a-better-customer-experience","status":"publish","type":"post","link":"https:\/\/hyken.com\/customer-experience\/using-games-to-create-a-better-customer-experience\/","title":{"rendered":"Gamification Strategies for Enhanced Customer Engagement"},"content":{"rendered":"

Having Fun With the Customer and the Employee<\/h2>\r\n\"Using<\/a>Recently I\u2019ve been writing about customer experience and how some companies are engaging their customers (and their employees) with games.\u00a0 This is known as \u201cgamification,\u201d which by Wikipedia\u2019s definition is \u201cthe use of game thinking and game mechanics in non-game contexts in order to engage users.\u201d\u00a0 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.\u00a0 Companies are producing apps for smartphones that allow for fun or entertaining engagement.\u00a0 Businesses that get their customers to engage with them in a fun and competitive manner is a viable customer experience strategy.\r\n
\r\n\r\nChris Ressa of DLC Management, a commercial real estate management company based in New York, has a unique way of engaging his customers through a game. He manages a fantasy football league for his customers, which is interesting on several levels.\r\n

Here is my take on using gamification strategies:<\/h3>\r\n
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  1. People tend to enjoy the company of others, especially if there is a common interest.\u00a0 The people who participate in Chris\u2019s fantasy football league have a bond and interest. They connect on a regular basis to see how their players and teams are doing.\u00a0 Chris is building a community.<\/li>\r\n \t
  2. The game is a reason for Chris to stay in touch on a regular basis and keep his relationships strong, without having to talk about business.\u00a0 In other words, he focuses on the person, not the deal.\u00a0 When you focus on the person, the deal is sometimes easier to land.<\/li>\r\n \t
  3. Frequent contact makes it easier to create loyalty, which in Chris\u2019s business, means lease renewals.\u00a0 Loyalty in any business starts with the first interaction the customer has with a company.\u00a0 Too many times there is little or no contact between the first dealings in business and the second.\u00a0 Chris doesn\u2019t check in a month or two prior to the customer\u2019s lease expiring.\u00a0 His relationship is ongoing with frequent contact.<\/li>\r\n \t
  4. Chris is having fun.\u00a0 Business isn\u2019t always about having fun, but it sure doesn\u2019t hurt!<\/li>\r\n<\/ol>\r\nSo, what kind of game or other fun activity, either online or offline, can you engage with your customers?\u00a0 There are fantasy sports leagues, trivia, online puzzles and more.\u00a0 This concept is about creating a better customer and employee experience based on fun interaction.\r\n\r\n<\/div>\r\n