Digital Motivation for Customer Engagement. ROI and Case Studies

Transcription

1 Digital Motivation for Customer Engagement ROI and Case Studies

2 Customer Communities are powerful. And effective. A Forrester study on the total economic impact and ROI from a customer community on Badgeville published the following customer benefits: Customer retention revenue As customers were more engaged by using Badgeville, the retention rate increased. As a result, the retention rate for engaged users was 90%. Over eight months, user engagement also increased by 56%. Idea sourcing efficiency As the volume and quality of user-submitted ideas increased, the amount of internal generation time spent went down. Reduced product support costs As peer-to-peer support increased complemented by customer moderation, the number of tickets to the support team went down. Outsourced digital motivation competency By engaging with Badgeville instead of building an in-house digital motivation platform, the customer reduced the time and money they would have spent in a failed or inefficient deployment. The results? By using Badgeville, the company saw a 264% ROI where the benefits add up to more than half a million US dollars. Other customers have seen an over 2x increase in average revenue per customer. But the benefits are not limited to financial metrics. In this ebook you ll see how a number companies have used Badgeville to meet their business goals and fundamentally change how they engaged their customers for mutual success. Karen Hsu VP, Marketing

3 Kendall Jackson Using Badgeville s Behavior Platform, we ve been able to rapidly grow and improve engagement and deliver an app experience that is both educational and rewarding for our customers. The updated K-J Recommends brings a new dimension of fun and discovery to Kendall-Jackson and our wines while helping build relationships with our friends and fans. Jason J. Hunke Senior Vice President, Communications Jackson Family Wines Kendall-Jackson Winery, maker of a broad-selection of high-quality premium wines including America s best-selling Chardonnay for more than 20 years sought to increase consumer engagement via an improved version of its mobile app for ios and Android. The challenge was to increase brand loyalty while offering an educational experience for its customers. Badgeville s platform rewards users for visiting new areas of the app, sharing links, and taking quizzes about wine and wine/food pairings. Increased sign-ups and a fully engaged audience. 90K Total App Downloads Since Relaunch 65% Increase in Session Frequency 27K Recorded Actions From Registered Users

4 Beat the GMAT Badgeville injected powerful game mechanics into our user community, motivating them to share meaningful content and spend exponentially more time on our site than ever before. Eric Bahn Director of Product Management, Hobsons Beat the GMAT (BtG), started in a college dorm room in 2005, quickly became the world s largest social network for business school applicants. Serving more than 2 million MBA hopefuls each year, BtG saw a great opportunity to become THE destination for resources and preparation. Keeping users coming back hinged on a vibrant, up-to-date community with insightful contributions, so BtG decided to experiment with some basic digital motivation to enhance its customer community. By recruiting Badgeville to power smart digital motivation across their site, Beat The GMAT s team could remain 100% focused on building world-class educational experiences. Badgeville utilized Game Mechanics to incentivize BtG user contributions, Reputation Mechanics to improve retention, and Social Mechanics to help users connect with peers. Beat the GMAT s meteoric success building a community of users who not only returned regularly but contributed great content and data helped them attract the attention of acquiring Hobson s and monetize their offerings for business school admissions officers and preparation services 2x Increase in Page Visits 4x Greater Time-on-Site 20% of Global Applications use Social Mechanics

5 Engine Yard Gamification is now part of how our talented support team communicates with customers and employees. Powered by Badgeville and Zendesk, we were able to deploy a powerful rewards and recognition experience across our customer and employee-facing support programs in just a few short weeks. Bill Platt VP of Operations, Engine Yard As a leading PaaS for developers to code and deploy applications, Engine Yard serves thousands of customers in over 58 countries. Passionate about customer service, the Engine Yard team integrated a Zendesk knowledge community into their support tool for customers to self-serve and submit tickets. However, customers and employees didn t contribute to the knowledge base as quickly as the team had hoped the classic chicken-or-the-egg problem. Engine Yard chose Badgeville to create the tipping point of sustained engagement with its Zendesk investment. By rewarding customers and employees for contributions and usage of Zendesk features with Game Mechanics, Engine Yard was able to increase the knowledge base and proper adoption of its support tools. Higher levels of knowledge sharing and reuse have reduced work duplication and customer support needs, contributing to a bigger bottom line. 40% Decrease in Ticket Response Time 20% Reduction in Tickets Files 40% Greater Forum Engagement and Topic Searches

6 EMC With Badgeville, we went from signing a contract to being Live in about six weeks. It was very fast for a company of our size. In addition to offering a flexible platform that was malleable to our needs, we found that Badgeville was incredibly consultative in the process. We felt that we had an expert with regard to how to leverage gaming theory to drive community behavior and engagement. Todd Forsythe VP of Global Marketing, EMC At the leading edge of social software adoption, EMC launched the EMC Community Network (ECN), a Jive-based online community of 240,000 customers, partners and employees in Despite great interactive features like discussions, polls, and content, adoption wasn t what EMC had hoped. They saw an opportunity to create a virtuous cycle of sustained engagement by getting members to start contributing. EMC leveraged Badgeville to build RAMP the Recognition, Awards & Motivation Program. With Badgeville s robust mechanics, EMC could drive, influence, and reward the contributive and consumptive behaviors that would entice new members and keep old ones coming back to maintain their expertise and status. EMC found that higher engagement customers and partners learning about products and collaborating directly correlated to higher ARPU. 10% More Documents Created 15% More Discussion 41% More Videos Watched

7 Let s talk digital motivation! Send us an to discuss your next project. Fill out the contact us form on our website or send us an to discuss how you can see results like these. marketing@badgeville.com