Some of us at Motivforce have been avid Star Trek fans since our early years. Mind you, not the super nerdy types who glue on pointed ears and pretend to chat via chest-fitted communicators at conventions. Nerdy enough though, to sometimes use the show as a frame of reference when confronted with the realities of work life. As we are in the business of client engagement, our favourite role model is of course Captain Jean Luc Picard. In virtually every episode, this charismatic leader gazes at the galaxy, lifts a finger to point it at a random planet and tells his crew to ‘engage!’ However, engaging does not always mean jumping to warp speed. Allow us to explain.
Many of our clients are warming up to the potential of Big Data, as they have an abundance of digital data from many sources, such as smartphones, sales databases, geographical production data, point redemption figures, social media opinions or even weather forecasts at their fingertips. Data that can be mined with smart analysis tools to provide data-driven insights (set to stun) for real-time decision making and tracking of shifts in customer sentiment. Indeed, Big Data holds warp speed potential for loyalty programs, but much of its progress has to be taken in foot-dragging steps, as important bottlenecks must be overcome. In our quest to debunk Big Data myths, may we draw your attention to an important fallacy that we sometimes encounter when talking to clients. The fallacy that one can deploy an algorithm on to a volume of raw data and have deep insights into program performance pop up automatically (there must be a button on the console for that!).
The reality of Big Data is that it needs to be cleaned, converted, wrangled and mangled, laundered and trimmed before it can be mined, analysed and meaningfully interpreted. This is a process that is sometimes painstakingly slow and, believe it or not, often involves a lot of manual labour. Client data is seldom ready to be analysed or put into our R-Cube to churn out those colourful plots and decisional pointers. For example, an unruly client data-base containing over 600,000 records and 22 ways of spelling a business partner’s name requires elaborate data janitor work. Moreover, verbatim data from social media posts about learning modules is unstructured and contains hidden and between-the-lines meaning. At Motivforce R&D, we constantly face the challenge of how to uncover this meaning. We refer to this as the Big Data’s gravity problem, alluding to the fact that while everyone’s attention is focused on exploring unknown worlds, there is a lot of unseen toll and hard work that drags us back to earth.
Just as spreadsheets have enabled non-experts to execute financial analysis, we are now witnessing the emergence of easy-to-use dashboard tools that enable our clients to monitor their programs in great detail and make real-time decisions. An important challenge is that we engage with our clients to make sure that they connect the right dots and obtain valid insights. While it’s exciting to boldly go where no loyalty program has gone before, our programs also need to live long and prosper, as Vulcan logic would dictate. That is why we feel it is important to keep treating Big Data in a down-to-earth manner.
A common element of any loyalty and incentive program – whether simple short-term promotion or multi-faceted channel marketing program - is the need for an “in tune” customer help desk to handle participant’s queries, comments, aspirations and…. complaints. Whilst the latter is something we all try and avoid, resolving complaints satisfactorily is essential to the success of a program as most participants, particularly the highly-engaged, are often the sponsor firm’s best customers.
How do we attract members to our loyalty program without having to invest hugely? How do we boost the business from acquired members that justifies the generous spend on those mid-tier members in our program? These are questions that keep C-suite executives awake at night. At Motivforce R&D we are introducing a new approach that we call loyalty hacking. What’s with the hacking you may ask?......
Our Loyalty Doctors have drawn up their list of Top 10 B2B Loyalty Program Trends for 2017. Augmented reality, Chatbots and cognitive computing will all enter the channel loyalty program arena; so too will sales incentives and the Internet of Things. For the full list read on..
In January 2016 we predicted the top 10 trends that B2B loyalty marketing would witness during the course of the year. But did we get it right? Let’s take a look back ….
Personal development is recognised as the most effective way in which business relationships with channel partners can be nurtured. And while business schools are having trouble to keep pace with these developments, this is presenting a very bright business future for online enablement. It is proven that certified business partners sell more...
Most companies have come to realise that offering online education modules continues to be an important driving force in establishing successful channel partner relationships. At Motivforce R&D, we often are asked to come up with a convincing business case that outlines how clients will start earning by learning, simply by making the switch to online enablement. These are the four key benefits on which we think such a case can be built:
In today’s markets, your company’s success depends hugely on the motivation and abilities of your business partners. Willingness is often fuelled by elaborate incentive structures, but ability is a different cookie. More and more firms are experimenting with online modules across multiple (mobile) platforms, so there are ample and innovative opportunities to work on your business partners’ tech, marketing and sales skills. Yet, we often see that the message cannot keep up with the medium. In other words, content is offered that is out of line or, at best, loosely coupled to strategic channel objectives.
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Thinking of or running an Employee Recognition Program?
The exponential growth of Big Data now makes it possible to predict the performance of teams on the basis of laws and patterns in social interactions.
The research highlighted the traits of the ideal team player and also successful teams.
“Winning a Brandon Hall Group Excellence Award means an organization is an elite innovator within Human Capital Management."
Motivforce has struck gold again this year at the coveted Brandon Hall Group Awards for Excellence in Learning and Development, winning a Gold Award in the Best Sales Training Program for Extended Enterprise category for the Know Your IBM (KYI) program and another Gold Award in the same category with the Lenovo LEAP channel sales program.
Most loyalty marketers focus on rewarding customer or business partner behaviour. Yet, there is another important side to the loyalty coin and that is recognizing the performance of employees. There is a so-called profit chain that links employee motivation and behaviour with customer loyalty. We have witnessed an important shift when it comes to employee recognition programs; the focus is no longer on incentivizing individual employees, but on rewarding the performance of teams.