My third post about motivation is inspired by the second talk I saw Michael Wu deliver recently – the Science of Gamification.
Roy Rogers on his horse Trigger
At the heart of gamification is the observation that we avoid work in preference to play. So perhaps if we can introduce elements of the game to the working world, we might be able to influence behaviour to achieve a business purpose.
Wu’s definition: gamification is the use of game mechanics/dynamics to drive game-like engagement and actions in non-game environments (e.g. work, education, exercise, etc.)
My interest was piqued with that mention of engagement… Here we are in the world of motivation once more. Wu demonstrated how gamification dynamics are mirrored throughout behavioural psychology and economics.
61% of companies are aiming to deliver the best customer experience (CE) in their industries over the next three years according to ex-Forrester analyst and CE expert Bruce Temkin. That customer experience is widely regarded as an area in which to differentiate a brand is no surprise to those at this year’s European Customer Experience World. Striving for excellence was the common denominator amongst delegates.
Attempting to find Sofitel Heathrow T5 with a satnav that predates T5 is not much fun
For Temkin, customer experience correlates to loyalty and there are four competencies that an organisation must have to be customer centric: purposeful leadership; compelling brand values; customer connectedness and employee engagement. This last one you can gauge by asking the question, ‘are your employees fully committed to your goals?’