Upload
benbria
View
255
Download
2
Embed Size (px)
Citation preview
Game%On!Using&Real!Time%Customer%Insights%to#Improve#Employee#Performance#and$Overall$Service$Quality.
Presented(by(James(GeneauHead%of%Marketing,%Benbria
4"April,"2016
Finally,(Be(Social…and(Have(Fun!
GOOD$AFTERNOON!James&Geneau,&Head&of&Marketing
@jamesgeneau@benbria
Millennials(matter…'because'they%are%not%only%different%from%those%that%have%gone%before,they%are$also$more$numerous$than$any$since$the$soon!to!retire%Baby%Boomer&generation.
They%think%&%work%differently.
59%
An#employer’s#provision(of#state!of!the$art$technology$was$important)to#them.
“What&motivates&me?&Recognition& for&my#hard#work#and being&able&to&really&see&the&difference&my&work&makes&to others.”)
! Female&graduate,)age)23,)UK
Millennials(want(and(value(frequent(feedback.)
Unlike'in'the'past%where%peoplereceived'annual%reviews,%millennials%want%to%know%how%they’re%doing%much%more%regularly.%
Want%honest'feedback'in'real'time'–and$highlight$positive$contributions$or$improvements+on+key+competencies.
How$can$technology$facilitate$or#better#yet…#automate,#all#of#the#demands#of#the#new#millenial'employee?
noun
The$application)of)typical)elements)of)game)playing)(e.g.,&point&scoring,&competition&with&others,&rules&of&play)&to&other&areas&of&activity,&typically&as&an&online&marketing*technique*to*encourage*engagement*with*a"product(or(service.(
“gamification+is#exciting#because#it#promises#to#make#the$hard$stuff$in$life$fun”
Engaging&&&Fun&for&the&Guest&andthe$Employee
Measure'Items'of'Importance'to'the'Customer)and)Business)in)Real!Time
Provide(Opportunities(to(Reward(Positive(Behaviors(Instantly
Focus&on&Continuous&Improvement
1
2
3
4
Introduced*to*the*market'2'years'ago.
Is#a#real!time%3%second%tool$for$guests$to$provide(opinion.
Measures'core'QSC'business'metrics'in'hospitality.+
More%guests%engaged%and%provided%feedback(– up#to#15%#of#guests!
Employees)viewed)the)scoreboard)as)a"real!time%validation(of(their(work!
Game%experience%spread%from%the%local%shift%team,%to%the%store!level,%to%the$region,$and$to$corporate.
1
2
3
Service'quality'scores'linked'to'real!time%customer%feedback%becamesomething*each*and*every*employee'viewed'as'their'own'tool'for$personal$$development.
It#becomes#less#about#flipping#burgers'or'completing'orders…
…and%more%about%perfecting*their&craft&– to#improve#score.
They%received%instant%coaching%on#how#their#own#behavior…#
…could'move'the'needle'and'make%them%outperform.
They%received%real!time%recognition)for)their)hard)work…)
…all$based$on$their$keyboss,"the"customer.
Essentially,+gamification*helps*improve(service(quality,(enhance(business'operations'and makes&you$an$employer$of$choice$for$millenials.