Loyalty 3.0 · How to Revolutionize Customer and Employee Engagement With Big Data and Gamification by Paharia, Rajat -- Read -- Imperial Library of Trantor

Index

Acknowledgments Introduction

PART 1: VISION Chapter 1: May You Live in Interesting Times The Three Faces of Loyalty The Road to Loyalty 3.0 We Live in Interesting Times

Chapter 2: Whoever Figures Out Motivation Wins

Fueling the Fire Deep Dive into the Five Intrinsic Motivators Piece of Cake? I Just Work for a Paycheck

Chapter 3: The Next Big Thing Is Big Data

What Is Big Data and Where Does It Come From? How Can We Use Big Data? Crunching the Numbers Big Data in the Consumer Space Big Data in the Employee Space Employee Hiring: An End to Hunches Workforce Analytics Big Data, Big Problems What’s Next?

This Is Not a Game: The Difference Between Games and Gamification Games Are Intrinsically Motivating Adding the Spark of Gamification Mechanics The 10 Key Mechanics of Gamification Rewards = Meaningful Value Questions and Answers PART 2: EXECUTION Chapter 5: Case Studies in Customer Engagement Characters Welcome at USA Network Make Your Way to Rio with Chiquita Brands Insider Rewards at Warner Bros. Checking in with Foursquare Contributor Reputation with SAP Community Network More Loyalty 3.0 Communities

Chapter 6: Case Studies in Skills and Learning

Getting Fit with Zamzee Getting the Right Exposure to Adobe Photoshop Gearing Up with Ford of Canada Innovating in Education with Loyalty 3.0

Chapter 7: Case Studies in Employee Engagement

Inspiring Agents with LiveOps Preventing Death by Power Point with BOX Going Social with Bluewolf Turbocharging Sales with Nitro for Salesforce PART 3: DIRECTION Chapter 8: Planning Your Loyalty 3.0 Program The Loyalty 3.0 Road Map Plan

Design Build Optimize

Chapter 10: Forward in All Directions!

Where We’ve Been Where We’re Going Wrapping It Up

Appendix: A Loyalty 3.0 Sample Scenario:

Engaging Attendees of a Tech Company’s Annual Conference Notes Index