Functionality : Gamification
Overview
Build personal and profitable customer relationships that drive growth.
Challenges
80% of B2B buying decisions are based on experience, only 20% on price and product.
- Lack customer data and relationship
- Buyers want a seamless experience across channels
- Most B2B tech stacks are outdated and disjointed
Expected outcomes
Build meaningful customer relationships that create lasting bonds.
- 59% of loyalty members actively make repeat purchases
- B2B loyalty members spend 13% more than non-participants
- B2B customer retention is 27% higher among companies with a loyalty program
Capabilities to use
Overview
Combat rising marketing and customer acquisition costs.
Challenges
Customer acquisition costs have risen 60 – 70% in the past six years.
- Brand trust is at an all-time low
- Most B2C companies lose 60% of their new customers annually
- Recommendations are the highest-ranked source for new purchases
Expected outcomes
Emotional loyalty is the key driver of word-of-mouth and referrals.
- 86% of loyal customers will recommend a brand
- Referrals have a 30% higher conversion rate, 37% higher retention rate and 16% higher lifetime value
- Recommendations are 50X more likely to trigger a purchase
Capabilities to use
Overview
Recognize and reward profitable behaviors with loyalty.
Challenges
Most brand-to-customer relationships are purely transactional, missing opportunities to:
- Reward other profitable behaviors
- Collect more in-depth data and insights
- Cross-sell, upsell and drive advocacy
Expected outcomes
Turn desired behaviors into habits with an attractive value exchange.
- Gamification can increase sales performance by up to 60%
- Combining less frequent behaviors with frequent increases the likelihood by 50%
- Incentivize referrals, completing profiles and surveys, and more
Capabilities to use
Overview
Increase customer retention by protecting and focusing on the customers that deliver the lion’s share of your revenue.
Challenges
B2C companies lose 60% of their customers annually.
- Without a loyalty program, only 20% of first-time customers will make a second purchase
- It’s 16X more expensive to bring a new customer up to the same level of an existing loyal customer
Expected outcomes
Proactively retain high-value members and re-engage inactive members.
- Increasing customer retention by 5% can increase profits up to 75%
- Existing customers buy 90% more frequently, spend 60% more per transaction and bring in 23% more total revenue
Capabilities to use
Overview
Collect customer preferences in fun, interactive ways. Use this information to deliver on your personalization promise.
Challenges
Most brands are unable to leverage customer data across touch-points.
- Third-party cookie deprecation
- Siloed data
- Pushing data across ecosystem
Expected outcomes
Zero- and first-party data is more accurate and provides better insights and conversions.
- Collect unlimited attributes with consent
- More relevant offers & rewards
- Personalized customer experiences
Capabilities to use
Overview
Engaged customers spend 250% more than transactional customers. Engage and add value between transactions in fun and meaningful ways.
Challenges
Customers want more than a transactional relationship with your brand.
- Transactional relationships only
- Losing customers to competitors
- Disappointing customer experience
Expected outcomes
Engaged customers spend, share and promote your brand more.
- Add value across journey
- Increased advocacy & referrals
- Create emotional bonds