Online communities and mobile applications offer businesses the opportunity to create customer intimacy, offer better support and drive customer, partner and employee collaboration.
Forbes reported that 86% of customers will pay more for a better customer experience. And according to Forrester, a 10% improvement in a company’s customer experience score can translate into more than $1 billion. Customers now more than ever are doing their research, making purchases and interacting with companies online. It is imperative that companies engage their customers online, in communities and through mobile devices.
While traditional loyalty programs often focus on transactions alone, brand loyalty today is built by creating affiliation online and through mobile applications. Melbourne Storm and other companies use Badgeville Enterprise Plus to increase engagement with members online. They are use MotivationMetrics to recognize members for advocated the brand and bringing in new members through their networks.
According to Gartner, nearly 72% of customers never login to customer communities, despite the large investments made by companies to engage their customers and provide them with key information. As online communities struggle to gain adoption, companies miss out on increased customer loyalty and intimacy. Badgeville’s gamification drives desired community actions such as adding content, asking questions and sharing expertise, while rewarding your customers for their interactions. With GameViews, companies and customers can see a customer’s performance at every point in their journey, from initial engagement to repeat sales.
Customers have high expectations for support and want instantaneous answers. When knowledgeable customers are encouraged to create content about your product or service, customers can support each other. Expert answers provided by your customers are only a quick search away. Not only does this increase customer satisfaction, it saves support costs. Badgeville’s gamification engages, identifies and profiles your customers’ champions so you can promote your experts.