Perx Technologies’ Anna Gong on Gamifying Customer Loyalty

Protect the Hustle | A SaaS Podcast

Today's guest, Anna Gong, founded Perx Technologies in 2014. Her discussion with Paddle's Neel Desai is a curious one when it comes to the topic of game theory and gamification. While gamification might feel gimmicky and drive shallow customer engagement, it can actually be a tool for good (if done properly). Neel and Anna go over a number of topics in the episode but we'll give you an overview of what you need to know below.

High Level Overview

• Utilize different game theory mechanics such as leader boarding, badging, teaming, social virality, quests, missions, and other games.
• Focus on increasing financial literacy and wealth savings, rather than just driving user behavior for spending.
• You can augment your enterprise motion with Product-Led Growth with an initiative to rally behind.
• Use AB testing to determine the most effective way to engage customers.
• Don't just dangle a voucher or cash back, but continuously engage customers.

Using Game Theory to Drive Customer Loyalty

Game theory is a powerful tool for driving customer loyalty and engagement. By utilizing different mechanics such as leader boarding, badging, teaming, driving, social virality, quests, missions, and other games games, you can create a challenging effort to achieve a purpose that customers will be more likely to engage with. Here are some tips for using game theory to drive customer loyalty:

• Utilize Different Mechanics: There are a variety of mechanics available to use when employing game theory to drive customer loyalty. These include leader boarding, badging, teaming, driving, social virality, quests, missions, and other games games. Each of these mechanics can be used to create a challenging effort that will give customers a sense of purpose and get them more engaged with your product or service.
• Instant Gratification: Customers need to be instantly gratified and rewarded for frequently interacting with a brand, rather than just being offered a voucher or cash back. Utilizing game theory rewards can help to ensure that customers are rewarded for their loyalty and will keep coming back.
• Focus on Financial Literacy: Rather than always focusing on spending, it can be beneficial to pivot campaigns to increase financial literacy and wealth savings. This can be done through creative campaigns that aim to solve certain business challenges.
• Be Creative: Utilizing game theory to drive customer loyalty is an effective way to increase engagement and loyalty. However, it is important to be creative and think outside the box. Consider different strategies and mechanics to create a unique experience that will get customers excited about your product or service.

Further Learnings

Follow Anna Gong on LinkedIn and Twitter.

Play Flappy Bird (at your own risk) here.