Loyalty 3.0

Acknowledgments
Introduction

PART 1: VISION
1. May You Live in Interesting Times
-The Three Faces of Loyalty
-The Road to Loyalty 3.0
-We Live in Interesting Times
-Chapter 2: Whoever Figures Out Motivation Wins
-Fueling the Fire
-Deep Dive into the Five Intrinsic Motivators
-Piece of Cake?
-I Just Work for a Paycheck

3. The Next Big Thing Is Big Data
-What Is Big Data and Where Does It Come From?
-How Can We Use Big Data?
-Crunching the Numbers
-Big Data in the Consumer Space
-Big Data in the Employee Space
-Employee Hiring: An End to Hunches
-Workforce Analytics
-Big Data, Big Problems
-What’s Next?

4. Gamification: The Engine of Loyalty 3.0
-This Is Not a Game: The Difference Between Games and Gamification
-Games Are Intrinsically Motivating
-Adding the Spark of Gamification Mechanics
-The 10 Key Mechanics of Gamification
-Rewards = Meaningful Value
-Questions and Answers

PART 2: EXECUTION
5. Case Studies in Customer Engagement
-Characters Welcome at USA Network
-Make Your Way to Rio with Chiquita Brands
-Insider Rewards at Warner Bros
-Checking in with Foursquare
-Contributor Reputation with SAP Community Network
-More Loyalty 3.0 Communities

6. Case Studies in Skills and Learning
-Getting Fit with Zamzee
-Getting the Right Exposure to Adobe Photoshop
-Gearing Up with Ford of Canada
-Innovating in Education with Loyalty 3.0

7. Case Studies in Employee Engagement
-Inspiring Agents with LiveOps
-Preventing Death by Power Point with BOX
-Going Social with Bluewolf
-Turbocharging Sales with Nitro for Salesforce

PART 3: DIRECTION
8. Planning Your Loyalty 3.0 Program
-The Loyalty 3.0 Road Map
-Plan

9. Bringing Your Loyalty 3.0 Program to Life
-Design
-Build
-Optimize

10. Forward in All Directions!
-Where We’ve Been
-Where We’re Going
-Wrapping It Up

Appendix A: Loyalty 3.0 Sample Scenario: Engaging Attendees of a Tech Company’s Annual Conference

Notes
Index