“Gamification” of Social Media

“Gamification” of Social Media

http://lithium.com/converge2011

@lithiumtech

Gamification is here… and growing.• “50 percent of companies will embrace gamification by 2015.”

–Gartner Research• “Over 70% of Global 2000 organizations will have at least one

gamified application by 2015.” –Gartner Research• “Gamification projects will grow from $100 million in 2011 to

$1.6 billion by 2015” -M2 Research• It’s not just Zynga and foursquare anymore!• Gamification research, publicity, and conferences on the rise.

Social Mediathe use of web-based and mobile technologies to turn communication into an interactive dialogue

Gamificationthe use of game design techniques and mechanics to solve problems and engage audiences

Success!

“How involved are you with Social Media?”

Social Media is “Community”

Social Mediathe use of web-based and mobile technologies to turn communication into an interactive dialogue

Gamificationthe use of game design techniques and mechanics to solve problems and engage audiences

• Is gamification just a game?• Who are these “gamers” anyway?• Gamification in the real world

Is it just a game?

The case of sales lead assignments• Assigning leads was not enjoyable.• Sales people enjoy playing golf.• Why not “gamify” this experience?

What’s going on here?• Taking it too literally.• May not accomplish the goal.• Successful games are hard to make!

Is it just a game?

Why Angry Birds “works”• Self-explanatory through discovery• Positive and Negative feedback• Iterative learning, escalating challenges• Record keeping and leaderboards

Is it just a game?

Maybe not for GAMERS!

Who are these “Gamers”?

• Today’s workforce is now largely populated by “pre-programmed” gamers! (21 year-olds today have logged 10,000 hours of game play. 25% of gamers in the US are over the age of 50).

• Competitive vs. Co-op (three out of four gamers prefer co-op, but competitive gamers are engaged 2x longer).

• Everyone is a gamer, but not everyone is a GAMER.

-Jane McGonigal, Ph.D., Author of Reality is Broken: Why Games Make Us Better and

How They Can Change the World

“Gaming is productive. It produces positive emotion, stronger social relationships, a sense of accomplishment, and for players who are a part of a game community: a chance to build a sense of purpose.”

Real World GamificationSpeed Camera Lottery

Average speed: 32km/h dropped to 25km/h

Piano Staircase

66% more people took the stairs (People of all ages! Dogs too!)

Professor B.J. Fogg’s (Stanford) Fogg’s Behavior Model (FBM)

Gamification of Social Media“Don’t ever underestimate the business value ofhaving fun.”

-Michael Wu, Ph.D., Lithium’s Principal Scientist of Analytics

Gamification of Social Media Approach: • Determine which behaviors you want to influence.• Build a thriving, vibrant community of users around your cause.• Game On: Put to work gamification techniques and strategies.

What if you wanted to:• Enable and encourage peer to peer support across languages and groups?• Kick-start a brand new mobile company with no call center?• Have customers advocate for your company and your products for you?

How it’s done – Best Buy• Bilingual Community that

integrates the Best Buy community with other external communities like Facebook’s BestBuy fan page and Twitter as well as the Blue Shirt and Geek Squad Agent communities.

• Community generates $5M in added value in the form of support savings and increased sales.

• 95% of the conversations on the community are peer-to-peer support interactions.

How it’s done - giffgaff• Members earn credits by taking

actions positive to giffgaff (support, promotion, feedback, can donate back).

• Average response time, round the clock to a customer question is under 90 seconds.

• 3000 customer-sourced ideas, 200 implemented.

• Members created their own sites to promote SIM purchases.

• Incredible NPS scores.

How it’s done - Sephora• Sephora BeautyTalk members talk

about their "hauls", recommend and review products, blog about them, and are able to carry their reputation outside the community.

• Experience is available everywhere, web, mobile, in-store. Average time on site for superfansis 36.5hrs a week.

• BeautyTalk members come up with their own “games within games” on the community: Traveling Box.

• BeautyTalk users spend 2.5x more $ than regular customers. Super users spend 10x more.

Social Media

Gamification

Success!

The Social Media Game(ification) Plan1. Define your objectives2. Strong Community—Build one!3. Implement Gamfication techniques4. Monitor and improve based on data

Gamification food-for-thought• Has your community used gamification...or simply inserted a game?• Is your community easy to join and provide progressive challenges? • Does your gamification strategy reach all types of gaming personalities?• Will your community successfully Motivate and Trigger, Able participants?

Thank you!

http://lithium.com/converge2011

@lithiumtech