Create a High-Performance Customer Culture with Gamification
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Create a High-Performance Customer Culture with Gamification
- 1. CREATE A HIGH-PERFORMANCE CUSTOMER CULTURE WITH GAMIFICATION May 8, 2014 #hooplawebinar Chris Newton VP Business Development Influitive Rebecca MacDonald VP Marketing Hoopla #advocatemktg
- 2. HOUSEKEEPING • There will be time for Q&A at the end • Please submit your questions via chat • We will record the webinar • All attendees will receive the replay ? © 2014 Hoopla Software, Inc.
- 3. ABOUT HOOPLA The new way to win for sales, marketing and customer service organizations. • Founded 2010 • 300+ customers • Cloud-based Sales Motivation software platform • 2014 AA-ISP Technology Service Provider of the Year • 2012 Salesforce AppExchange Customer Choice Award
- 4. ABOUT INFLUITIVE The advocate marketing experts • Powerful advocate marketing software that helps B2B marketers discover, mobilize and recognize their biggest fans – customers, partners, employees. • Drive referrals, references, reviews, word of mouth recommendations, engagement and more.
- 5. CUSTOMER ADVOCACY DRIVES REVENUE • Leads referred by happy customers convert at 5X the rate of other leads • 84% of B2B decision makers start the buying process off with a referral • A 12% increase in advocacy generates a 2X increase in revenue growth rate © 2014 Hoopla Software, Inc.
- 6. MEET YOUR NEW CUSTOMERS • 80 million Millennials in the United States alone • Spend $600 billion each year • 50% of workforce by 2020 • Tech savvy – mobile, social, video • Instant feedback
- 7. © 2014 Hoopla Software, Inc. HIGH-PERFORMANCE TEAM CULTURE An Exploratory Study of Sales Incentive Programs, Forum for People Performance Management & Measurement What is the overall impact of the Engaged teams • Grow profits 3X faster than competitors • Have 2X sales • Have 50% higher customer loyalty • Are 38% more productive • Have 25% less turnover Yet, engagement is Low • 70% of employees are not motivated and engaged Are your customer-facing employees engaged?
- 8. ENGAGEMENT CHALLENGES • Focus – Trouble getting employees to consistently focus on the key activities that lead to success • Recognition – Annual reviews, long-term goals don’t motivate your team today • Manual effort – Too much time spent tracking performance on spreadsheets, updating progress reports, using whiteboards, manual leaderboards, etc. • Communication – Difficulty connecting remote offices, workers to team culture Stop boring your customer facing teams!
- 9. Web Application Mobile/ Tablet (future) CAN GAMIFICATION HELP? • Engage customer- facing employees in a play-to-win culture • Leverage the power of customer advocacy
- 10. HOW HOOPLA USES GAMIFICATION TO DRIVE CUSTOMER ENGAGEMENT #hooplawebinar #advocatemktg
- 11. © 2014 Hoopla Software, Inc. HOOPLA MVP PROGRAM MVP.HOOPLA.NET Powered by Influitive • Customers participate in challenges • Earn points they can redeem for rewards • Referrals, case studies, social media mentions, learning opps
- 12. © 2014 Hoopla Software, Inc. BUILDING COMMUNITY Customers engaged immediately • Create their own community • Post questions and answers • Participate in Hoopla marketing activity
- 13. © 2014 Hoopla Software, Inc. ENCOURAGE CUSTOMER REFERRALS Customers earn points for referrals • Advocates get recognition
- 14. © 2014 Hoopla Software, Inc. DRIVE ONGOING ENGAGEMENT
- 15. © 2014 Hoopla Software, Inc. REWARDS SAY “THANK YOU” STATUS ACCESS POWER STUFF
- 16. HOW INFLUITIVE USES GAMIFICATION TO ENGAGE CUSTOMER FACING EMPLOYEES #hooplawebinar #advocatemktg
- 17. HOOPLA SALES MOTIVATION PLATFORM • Cloud-based platform designed to inspire and motivate teams • Uses friendly competition to engage employees • Live, ESPN style displays on big-screen TVs, web, mobile • Contests to jump-start behavior • Company-wide visibility highly motivating • Salesforce integration – streams live updates from our CRM • Automatically updates – set it and forget it
- 18. © 2014 Hoopla Software, Inc. FOCUS THE SALES TEAM ON ACTIVITY What can your team do today to be effective? • Make more calls, send more emails, etc. • Visibility maintaints focus, drives behavior
- 19. © 2014 Hoopla Software, Inc. DELIVER INSTANT RECOGNITION Why wait? • Deliver recognition the moment a milestone is achieved • Use modern technology - make it fun, exciting
- 20. © 2014 Hoopla Software, Inc. RECOGNIZE SHORT-TERM MILESTONES Don’t just focus on long-term results (revenue, deals closed) • Recognize individuals and teams for reaching short-term goals • Connect individual behavior to company’s performance
- 21. © 2014 Hoopla Software, Inc. CELEBRATE WINS Track progress toward your goal • Knowing where you stand vs your peers motivates performance
- 22. © 2014 Hoopla Software, Inc. GET MARKETING IN THE GAME Bridge the marketing and sales divide • Communicate about upcoming campaigns, events
- 23. © 2014 Hoopla Software, Inc. CONNECT TO BUSINESS OUTCOMES How is marketing helping to drive the buyer cycle? • Link campaigns to opportunities in the pipeline
- 24. © 2014 Hoopla Software, Inc. WANT MORE CUSTOMER REFERRALS? Don’t leave it to chance, gamify the behavior you want • Use friendly competition: games and leaderboards to track progress • Give everyone visibility into performance
- 25. © 2014 Hoopla Software, Inc. ARE CUSTOMERS ADVOCATING FOR YOU? Gamify the behavior you want • Use friendly competition: games and leaderboards to track progress
- 26. © 2014 Hoopla Software, Inc. HOOPLA AND INFLUITIVE + 4 keys to building a high-performance customer culture: • Use gamification to drive your team’s performance • Leverage social recognition to keep your teams engaged • Use advocate marketing to impact more buyer decisions • Tap into the power of customer advocacy to drive referrals
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- RThanks for taking the time today to learn more about Hoopla.We are a SaaS company focused on helping sales organizations change the way they motivate team performanceWe were founded in 2010, and have grown rapidly since then, with over 250 customers today.Our cloud-based motivation platform is available on the AppExchange, and was awarded the AppExchange Customer Choice Award, based on our customer reviews.
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- RWhy Sales Motivation Software?Well, companies today understand that motivated, engaged employees are key to their succes.We know that companies with engaged employees grow profits 3x faster, have twice the sales revenue, and 50% more customer loyalty.And companies are investing in engagement. For example, we spend $9 billion on sales contests each year here in the U.S.And yet, in a recent Gallup survey found that employee engagement remains at an all-time low. And sales organizations are the least engaged of all.In fact, a recent study from CSO Insights found that, in sales teams where reps are NOT actively engaged in their work, more than half of reps are not making their quotas.Less than 40% of them are reaching their sales accellerators. And that adds up to a difference of $1.3 million less in average quota size for disengaged organizations.
- RYou might be experiencing some of these issues in your organization. So I’d like to start by asking you about the specific sales challenges are you trying to solve – do any of these sound familiar?A lot of our customers tell us they have trouble just motivating reps to consistently perform those key activities they know lead to success, like making calls, sending emails, setting meetings, etc.Or you might have a few top performers who always hit their quotas, while the rest of your team struggles, and you’re wondering what you can do to improve everyone’s performance across the board.You may simply be spending too much time manually creating and running contests and tracking performance, or just getting your reps to enter their data into Salesforce.Some of our customers simply want to take their existing culture and amplify it, and make sure that everyone on their team, even those in remote offices, is connected to the team’s goals and culture.
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- RHoopla was developed specifically to meet the needs of sales organizations. We integrate seamlessly with Salesforce, and you can find us on the AppExchange. I also encourage you to take a look at the customer reviews of Hoopla on that page. Our customers are wildly enthusiastic about our product, in face we were awarded the Salesforce AppExchange Customer Choice Award, which is based on customer reviews.Hoopla is designed to help you tap into your sales team’s naturally competitive culture by displaying their performance updates on live, ESPN style leaderboards, which you can display on big-screen TVs in your office, or on mobile devices.This team-wide visibility is highly motivating for sales reps, our customers have told us as soon as those leaderboards go up, they see a shift in behavior as reps start competing to get to the top.
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