"Loyalty 3.0 is filled with major insights and does a brilliant job of grounding the reader in fundamental concepts around motivation, big data, and gamification--building on these concepts through real-world case studies that bring the combinations to life. It finishes with actionable ideas and next steps that enable you to test and operationalize these ideas in your own workplace and personal life." -- BRAD SMITH, CEO, Intuit
"A fascinating insight into how companies are exploiting big data." -- MARK READ, CEO, WPP Digital
"Rajat pioneered the business use of big data and game mechanics to transform the customer experience. A decade before anyone else, he saw that the same techniques that video game designers had used for years--fast feedback, badges, competition, goals, and leveling up?were also incredibly powerful for motivating behavior outside of games, and an industry was born. This book shares his secrets." -- CLARA SHIH, CEO of Hearsay Social, author of The Facebook Era, and board member at Starbucks
"Rajat Paharia comprehensively explains how to create loyalty in the modern world full of data and connectivity. If you want to learn how to motivate and inspire employees, you must read this book." -- DAVE KERPEN, New York Times bestselling author of Likeable Social Media and Likeable Business
"In this powerful and groundbreaking book, Rajat Paharia clearly demonstrates how big data, motivation, and gamification can be utilized to create true engagement and loyalty. We believe Loyalty 3.0 will be a game changer for our associates and guests." -- RAY BENNETT, Chief Lodging Services Officer, Marriott International
Acknowledgments
Introduction
PART 1 : VISION
Chapter 1 : May You Live in Interesting Times
Chapter 2 : Whoever Figures Out Motivation Wins
Chapter 3 : The Next Big Thing Is Big Data
Chapter 4 : Gamification : The Engine of Loyalty 3.0
PART 2 : EXECUTION
Chapter 5 : Case Studies in Customer Engagement
Chapter 6 : Case Studies in Skills and Learning
Chapter 7 : Case Studies in Employee Engagement
PART 3 : DIRECTION
Chapter 8 : Planning Your Loyalty 3.0 Program
Chapter 9 : Bringing Your Loyalty 3.0 Program to Life
Chapter 10 : Forward in All Directions!
Appendix : A Loyalty 3.0 Sample Scenario : Engaging Attendees of a Tech Company's Annual Conference
Notes
Index
