The "New York Times" and "Wall Street Journal" bestseller

The new secret to driving LOYALTY THAT PAYS

Once revolutionary, loyalty programs designed to differentiate products quickly became commoditized. And yet, billions of dollars are still spent every year on programs that are doomed to fail. These programs, it turns out, don't inspire long-term loyalty. Once a better deal comes along, customers will gladly defect. Can you blame them?

Silicon Valley start-up Bunchball, the pioneer and innovator in gamification, is light years ahead when it comes to the concept of loyalty--and using it to drive business profits and growth. Focusing not only on customer loyalty, but also the loyalty of employees and partners, Bunchball combines behavioral economics, big data, social media, and gamification to inspire loyalty that lasts--from everyone involved in the success of a business.

Now, in "Loyalty 3.0," Bunchball founder Rajat Paharia reveals how you can use these same techniques to seize the competitive edge for your business.

Paharia shows you how to create a system powered by human motivation and digital technology that creates ongoing, persistent engagement among customers, employees, and partners. "Loyalty 3.0" arms you with everything you need to know in order to build a loyalty and engagement program that drives a sustainable advantage for your business, including: The building blocks of motivation, big data, and gamification necessary for creating a powerful strategy that drives long-term loyalty Case studies from today's most innovative companies that are already driving customer engagement, learning and skill development, and employee motivation with "Loyalty 3.0" methods Step-by-step guidance on how to plan, design, build, and optimize your program

Now is the time to abandon your traditional loyalty programs and start taking all your stakeholders seriously--so they will take your company seriously.

"Loyalty 3.0" is the game-changing leap you've been waiting for. When you create true loyalty among customers, employees, and business partners, you will generate a sustainable competitive advantage and win in your industry.

Praise for "Loyalty 3.0"

"Relationships are the single greatest asset for all organizations. Relationships with customers, relationships with employees, relationships with partners. In "Loyalty 3.0, Rajat Paharia reveals the new science of relationship building through big data and gamification."" --TIM BROWN, CEO, IDEO

""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

""The journey to Loyalty 3.0 is real. Rajat's vision shows why right time relevancy and context will transform how organizations engage with customers and truly craft relationships.""---R. RAY WANG, Principal Analyst and CEO at Constellation Research

""Adoption is a critical component when creating an exceptional customer experience or smarter workforce, and gamification has proven to be a powerful driver for success. The insights Rajat shares in Loyalty 3.0 will help guide the next wave of deeper relationships across the enterprise.""---SANDY CARTER, IBM Vice President, Social Business Evangelism and Sales

Blending the hot topics of new technology, market spaces, competitive strategy and customer behaviour, Customer Capitalism stands conventional wisdom on its head by introducing a new business model which shows how any business can generate increasing returns and gain a massive competitive advantage. Taking examples from companies as diverse as Amazon.com and Mondex, Microsoft and Monsanto, the author explains how businesses can escape the traps of a traditional mindset and originate for the customer rather than the product. These entreprises transform classic product/service categories, moving them away from market share into new "market spaces" where they find new ways of doing for customers. Customer Capitalism does what old capitalism could never do -- it gives corporations a sustainable edge. Sandra Vandermerwe shows how to relate the ten principles of customer capitalism to your business and achieve the multiple and exponential rewards of increasing returns. Customer Capitalism generates growing customer value streams from ever--deepening and expanding relationships with individuals who lock--on to an organisation. These customers become an "installed customer base" who want the organisation as their dominant or sole choice on an ongoing basis. The new enterprise becomes the standard for these new ways of doing things by gathering market momentum. A growing number of individuals see and use the new way of doing things, making the enterprise ever more prevalent, and its brand increasingly infectious to others. Central to the concept of customer capitalism are six positive feedback loops which ensure customer lock--on and accelerating growth. Once the loops go into motion as one interlinking, reiterative system then the real forces of the new market and economic dynamics of customer capitalism come into play. Customers become the competitive barrier. Advantage leads to more advantage, success to more success, accumulating increasing returns in new market spaces.

This book constitutes revised papers from the eight workshops which were held during June 2021 at the 24th International Conference on Business Information Systems, BIS 2021. The conference was planned to take place in Hannover, Germany, and changed to a fully online event due to the COVID-19 pandemic. There was a total of 67 submissions to all workshops of which 31papers were accepted for publication. The workshops included in this volume are: AKTB 2021: 12th Workshop on Applications of Knowledge-Based Technologies in Business BisEd 2021: BIS Education: Trends and Challenges DigBD 2021: 1st Workshop on Digitization in the Flux of Big Data Scenarios DigEx 2021: 3rd International Workshop on transforming the Digital Customer Experience iCRM 2021: 6th International Workshop on Integrated Social CRM QOD 2021: 4th Workshop on Quality of Open Data BITA 2021: 12th Workshop on Business and IT Alignment BSCT 2021: 4th Workshop on Blockchain and Smart Contract Technologies

The current shift in demographics - aging and shrinking populations - in many countries around the world presents a major challenge to companies and societies alike. One particularly essential implication is the emergence and constant growth of the so-called "graying market" or "silver market", the market segment more or less broadly defined as those people aged 50 and older. Increasing in number and share of the total population while at the same time being relatively well-off, this market segment can be seen as very attractive and promising, although still very underdeveloped in terms of product and service offerings. This book offers a thorough and up-to-date analysis of the challenges and opportunities in leveraging innovation, technology, product development and marketing for older consumers and employees. Key lessons are drawn from a variety of industries and countries, including the lead market Japan.

As service becomes a more and more important factor in customer choice, all executives with the ambition of a building world class company should read this book.

"This book identifies the critical common practices of highly successful, international service enterprises. These businesses are led by inspiring teachers, who connect employees to customers to the benefit of both, and who build business models that are internationally mobile, while locally contextually relevant … a must read for students and practitioners alike who wish to understand the ingredients for successful growth of service business around the world." Gary W. Loveman, CEO, Harrah's Entertainment Inc.

"Winning at Service is not just about food and security services. It is about how to succeed in the service industry, and shows how sharing the vision with employees and customers, sticking to it and empowering employees to act upon it are the key ingredients for success." Rob Kuijpers, Former CEO, DHL International

"Gate Gourmet started on a journey similar to the four companies in Winning at Service, albeit on a smaller scale. Before we took off, we could sure have used the enduring lessons from this remarkable 'tour guide' in our own toolbox. But it is deeply reassuring to see that Gate Gourmet's key focus and basic beliefs are very much aligned with the winning strategies and values of the four service leaders in the book." Henning Boysen, President and CEO, Gate Gourmet International

With their word-of mouth advocacy of products or brands, superpromoters influence us and how we buy with the power of enthusiasm. Business managers should not just focus on complaining customers but they should value their enthusiastic friends: the superpromoters. By cultivating the superpromter they can more effectiviely promote their brand.

Customer integration in the early innovation phase has been considered the method of choice in theory and practice. Growing experience with the concept has shown unexpected side effects that may even outweigh its recognized advantages. Therefore, management needs to be able to assess in advance whether the involvement of customers will add overall value to each particular innovation project. To support but not to replace the final managerial decision, a mathematical formula is developed. It can be applied to all kinds of process structures, takes into account the risks and benefits contingent on a company's situation as well as risk-reducing and benefit-increasing measures and translates them into numerical values. The resulting figure indicates the prospective value of customer integration in a specific project.

Develop and implement a fully-functional, systematic CRM plan with CiviCRM About This Book * Develop an integrated online system that manages contacts, donations, event registrations, memberships, bulk e-mail, campaigns, case management, and other functions such as activity tracking, grant distribution, and reporting. * Plan a constituency relationship management strategy with ladders of engagement that will improve how your organization realizes its mission. * Use case studies and step-by-step examples to put the raw concepts into real-life terminology and build your solutions. Who This Book Is For The book is primarily for administrators tasked with implementing, configuring, maintaining, and updating CiviCRM, and staff users who are looking to better understand the tools available in order to become power users. CiviCRM is software that may be used by advocacy groups, non-profit, and non-governmental organizations, elected officials, professional and trade associations, government entities, political campaigns and parties, and other similar organizations, and this book will prove useful to all such users. What You Will Learn * Install and configure your CiviCRM * Analyze your current workflows and processes to translate them effectively into the CiviCRM model * Build an integrated system to solicit, retain, and manage your donors and members through robust management and reporting tools for administrators * Raise more money with CiviCRM with effective solicitation campaigns * Market events effectively and track registrations and payments * Improve communications with constituents using targeted broadcast e-mail campaigns * Track ongoing communications with constituents including from Outlook and Gmail using activities and case management tools * Take advantage of the many CiviCRM tools to generate both simple and complex event structures and manage registrants through every phase of the project In Detail CiviCRM provides a powerful toolbox of resources to help organizations manage relationships with constituents. It is free, open source, web-based, and geared specifically to meet the constituent relationship management needs of the not-for-profit sector. Beginning with broader questions about how your organization is structured, which existing workflows are critical to your operations, and the overarching purpose of a centralized CRM, the book proceeds step by step through configuring CiviCRM, understanding the choices when setting up the system, importing data, and exploring the breadth of tools available throughout the system. You will see how to best use this software to handle event registrations, accept and track contributions, manage paid and free memberships and subscriptions, segment contacts, send bulk e-mails with open and click-through tracking, manage outreach campaigns, and set up case management workflows that match your organization's roles and rules. With specific emphasis on helping implementers ask the right questions, consider key principals when setting up the system, and understand usage through case studies and examples, the book comprehensively reviews the functionality of CiviCRM and the opportunities it provides. With this book, you can help your organization better achieve its mission as a charity, industry association, professional society, political advocacy group, community group, government agency, or other similar organization and position yourself to become a power user who efficiently and effectively navigates the system. Style and approach This guide is packed with step-by-step tutorials and real-life examples interspersed with practical advice and best practices on how to use CiviCRM strategically. You will be able to quickly grasp and implement the basic elements of CiviCRM before moving on to more advanced tools.

"Read this book, apply its concepts, and see how your business transforms." - Marshall Goldsmith, Thinkers 50 #1 Executive Coach and #1 Leadership Thinker Outstanding leaders make business indispensable. The Merriam-Webster Dictionary defines "Indispensable" as being absolutely necessary and not subject to being set aside or neglected. INDISPENSABLE: Build and Lead A Company Customers Can't Live Without provides a framework that you can follow to transform your business and features dozens of examples from industry including those drawn from Amazon, Uber, Facebook and more. Each business example illustrates how the concepts offered in the book are already being used to make businesses indispensable in the marketplace. Keep in mind, though, only your customers can decide if your business is indispensable. We don't get a vote on that. However, there are steps that we can take to improve our chances. A Leader's pursuit of greatness for his or her company is important, but, it's not enough, and a business does not become indispensable by accident. Outstanding leadership is essential to bring a company from greatness to indispensability. This is an important distinction because anything less than outstanding leadership will not suffice. Why? Outstanding leaders lead by example. They demonstrate desired qualities and behaviors to their followers through their actions and conduct. By doing so, these leaders put forth a sense that they and their teams share the same goals and aspirations, and, that together, they are going to go about achieving these ambitions as one. Indispensable businesses share a common purpose so they need leaders that can set the example. As you read the book, you will come to recognize how vital TRUE leadership is to helping your business become indispensable. Regardless of your rank or position, you must study, learn, exemplify and LIVE these essential behaviors to be able to provide the people you work with and serve: A Captivating Vision: Outstanding leaders can articulate a vision for the future that every staff member can understand and buy-in to. This vision becomes the stuff of rallying cries and establishes the common goal that leader and team will share. Outstanding leadership is required to articulate the vision of being indispensable and to work to drive it deep into the enterprise. If the troops don't "get" it, they won't follow. Active Direction-Setting: Next, a game plan for execution must be built in support of that vision. But, building a plan without engaged direction-setting will not suffice. Outstanding leaders at every level will be fully involved, monitoring progress and charting the course for execution throughout their firm's journey to indispensability. Enlightened Coaching: Outstanding leaders support their team and understand how to provide the "right" touch at the "right" time - directive when the path to success is unclear and supportive when it's time to empower - just like any world-class coach does when building a champion. A Collaborative Environment: Outstanding leaders know how to establish a collaborative tenor within their area of responsibility. Selfish and egocentric behavior is stomped out; teamwork is recognized and rewarded. There are many great companies - only a few are indispensable. This book was written to help you build an indispensable business - one that your customers can't live without.

What simple innovation brought billions in new investments to Fidelity? What basic misunderstanding was preventing Office Depot from achieving its growth potential? What surprising insights helped the Mayo Clinic better serve both doctors and patients?

The solution in each case was a focus on customer experience, the most powerful—and misunderstood—element of corporate strategy today.

Customer experience is, quite simply, how your customers perceive their every interaction with your company. It’s a fundamental business driver. Here’s proof: over a recent five-year period during which the S&P 500 was flat, a stock portfolio of customer experience leaders grew twenty-two percent.

In an age when customers have access to vast amounts of data about your company and its competitors, customer experience is the only sustainable source of competitive advantage. But how to excel at it?

Based on fourteen years of research by the customer experience leaders at Forrester Research, Outside In offers a complete roadmap to attaining the experience advantage. It starts with the concept of the Customer Experience Ecosystem—proof that the roots of customer experience problems lie not just with customer-facing employees like your sales staff, but with behind-the-scenes employees like accountants, lawyers, and programmers, as well as the policies, processes, and technologies that all your employees use every day. Identifying and solving these problems has the potential to dramatically increase sales and decrease costs.

Customer Relationship Management is the strongest and the most efficient approach in creating and maintaining relationships with the customers. Development of a strong personal bonding with people drives the business to the new levels of success. Once this personal/emotional linkage is built, it is very easy for any organization to identify the actual needs of the customers and serve them in a better way. It is a belief that more the sophisticated strategies involved in implementing the customer relationship management, the more strong and fruitful is the business. Most of the organizations apply dedicated world-class tools for maintaining the CRM systems into their workplace. This book explains systematically the various concepts, cardinal principles, significance and other related aspects of CRM, thereby enabling the readers to have a deep insight into its various facets. This book examines the observable and quantifiable relationship-building techniques and explains how they can be adapted for use by large multinational businesses. The purpose of this book is to describe the elements of Customer Relationship Management in a very lucid form as they relate to marketing strategy. In this book, a sincere attempt has been made to provide a very comprehensive understanding of the subject in a systematic and simple form. The book is written to serve as an introductory course in Customer Relationship Management at the undergraduate or graduate levels of courses. Further, this text may be beneficial as an additional reading for most business courses - particularly marketing management as the content focus is on the interaction of marketing concepts and information systems/technology. The cross-functional blend of marketing and information systems can be effective to provide a central focus in customer relationship management and marketing.

8 POWERFUL WAYS TO INSPIRE TODAY'S TOUGH CUSTOMERS IN TOUGH TIMES AND MAKE THEM STICK "With Jim Champy's well-proven gift for keen management analysis, today's essential notions of business transparency, channel and customer alignment, and enduring cultural values become palpable, memorable, and-most important-usable." Alan Spoon, "Managing General Partner, Polaris Venture Partners" "If you love the game of business, you'd be hard pressed to find a book with more 'good moves' per page than "INSPIRE ""Paal Gisholt, "President and CEO, SmartPak" "Full of insightful ideas, this book is for those who like winning, who embrace innovation, and who wish to transform how they lead. It is not for the defenders of the status quo."Michael Dowling, "President and CEO, North Shore-Long Island Jewish Health System" ""INSPIRE " provides 'food for thought' and insightful guidance for all companies. This is particularly important in today's economy where even established companies are looking for ways to maintain the growth they have enjoyed in better times."Chiquita White, "Section Head, Product Development, Procter & Gamble" Jim Champy revolutionized business with "Reengineering the Corporation." Now, in "Inspire ," the second book in a series about what's new and really works in business, he takes on the challenge of inspiring customers--even in tough times. In an era of commoditization and ever less loyal customers, this book shows how to keep customers coming back. Drawing on dozens of original case studies from companies in a variety of industries, new and old, Champy reveals how to define a consistent value proposition your customers will be passionate about--and will "stay" passionate about. You'll learn how to engage a new generation of customers who value transparency and authenticity above all...how to reinvigorate your company in the face of brutally tough and creative competition...how to go beyond mere marketing campaigns to lead crusades customers want to join. Once again, Jim Champy has given businesses actionable solutions to one of the most challenging problems they currently face: "making customers stick." How to reignite customer loyalty by...- Bringing authenticity to everything you do- Creating new products that reflect the best of what you really are- Delivering new value based on convenience, simplicity, and honesty- Nurturing your mystique- Choosing the right channel partners- Doing well by doing good

Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance -- for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship. In Uncommon Service, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive weapon, not a damage-control function. That means weaving service tightly into every core decision your company makes. The authors reveal a transformed view of service, presenting an operating model built on tough choices organizations must make: * How do customers define "excellence" in your offering? Is it convenience? Friendliness? Flexible choices? Price? * How will you get paid for that excellence? Will you charge customers more? Get them to handle more service tasks themselves? * How will you empower your employees to deliver excellence? What will your recruiting, selection, training, and job design practices look like? What about your organizational culture? * How will you get your customers to behave? For example, what do you need to do to get them to treat your employees with respect? Do you need to make it easier for them to use new technology? Practical and engaging, Uncommon Service makes a powerful case for a new and systematic approach to service as a means of boosting productivity, profitability, and competitive advantage.