By Tom Waters and Ben Abel
Bank Associates Merchant Services
If I were to describe someone to you as a "gamer," what image would come to mind? The person would probably be of high school or collage age, most likely be male, and probably somewhat socially inept, sitting in his mom's basement and chugging Mountain Dew while playing World of Warcraft until the early morning.
However, statistically the average person who identifies as a "gamer" is 35 years old, 68 percent of them are above the age of 18, and 47 percent are female. That is a broad demographic. So what does this tell us? That people, in general, like to play games. That's how King, the company that produces Candy Crush, brought in a whopping $1.5 billion from that one game in 2013.
As exciting as that number sounds, what does it matter to us unless we're getting the account? This is where the concept of "gamification" comes in. This term, first coined in 2002, relates to applying fun, engaging parts of the gaming experience to client interactions, mundane work duties and the more menial parts of day-to-day life.
This has been applied in various industries for a host of purposes, and has seen great success when done properly. In 2013 over 70 percent of Forbes Global 2000 companies said they would be applying this concept to their marketing and retention programs.
The idea sounds intriguing, but does it work? Let's take a quick look at how gamification has been successfully applied by a few companies for distinct sales department objectives:
Gamification pioneer Yu-kai Chou is an international keynote speaker on the topic. He also is the founder and chief executive of the Octalysis Group, which consults on how to motivate and engage prospects, clients and employees. As gamification has become more popular in business, the biggest mistake Chou sees is "The Curse of the PBLs [points, badges and leaderboards]."
This is the notion that simply assigning a point value to an action, then letting people compete based on the points they accumulate through this action will make the action fun. (Yes! I can't wait to dial seven more times and be a level 37 phone dialer!)
By that logic any activity with a point value would be fun and engaging. We all know that is simply not the case. A quick trip to the App or Play Store will show you how terrible many games with point values are. Then what is it that engages people and keeps them coming back for more?
Chou created "Octalysis – The 8 Core Drivers of Gamification," an eight point framework to understand what drives people. Let's review these drivers and consider how they can apply to your sales teams and client interactions.
While our sales offices may operate differently and we may take various approaches to client interactions, research verifies that this approach has produced positive results when applied properly. The task for each of us is to determine how these tools can be used to make us more efficient, productive and profitable.
The gamification paradigm says that work doesn't have to be dry and monotonous; when overlaid with the enjoyable aspects of gaming, business tasks, too, can become enjoyable. Let's play a game.
Tom Waters has been dedicated to the merchant service sales profession since 2001. Currently, he is responsible for cultivating relationships with entrepreneurs in information technology, accounting, sales and marketing in his role as Sales Director of Bank Associates Merchant Services ( www.bams.com). Using fresh and matter-of-fact training methods, Tom has contributed to the success of thousands of agents, affiliates and clients. He can be reached via email through email@example.com or via phone at 347-651-1065.
Ben Abel is Regional Director at Bank Associates Merchant Services. Since joining the team in 2006, he has risen through company ranks with a paradigm that his success was measured by the success of those around him. Ben is a dedicated, pioneering trainer whose methods of merchant services consultation have helped many agents expand their portfolios in terms of processing volume, deal count and profitability. He can be contacted at 347-866-9571 or firstname.lastname@example.org.
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