Employee and Student Engagement Strategies Dom Graveson & Richard Sedley
Key words: education, customer engagement, memory, credibility, marketing, persuasion, teaching, motivation, web2.0, cscape, educa
Customer Engagement Repeated interactions that strengthen the emotional, psychological or physical investment a customer has in a brand (product or service) ip is h s n io t la e r d e g a g n e An arantee ! u g ly n o r u o y ly b a b pro nsâ€™ ! for your organisatio objectives!
Stuff we know
Timing is everything !
Persuasion windows open… • when you are in a good mood • when your world view no longer makes sense • when you can take action immediately • when you feel indebted because of a favour • immediately after you have made a mistake • immediately after you have denied a request
Persuasive Technology: Using Computers to Change What We Think and Do, BJ Fogg
The only persuasio n ! strategy t o which ! there is n o defense !
Copyright: Steve Double - www.double-whammy.com
Make them feel proud
The first, the last, the best and the rarest?
Elements of a good story • PASSION to make your customers care • a HERO to drive the action • an ANTAGONIST to challenge the hero • a moment of AWARENESS where the hero realises how to overcome his or her obstacles • TRANSFORMATION wherein the hero accomplishes his or her desired goals
The Elements of Persuasion: Use Storytelling to Pitch Better, Sell Faster & Win More Business, Richard Maxwell & Robert Dickman
…I’ve never had another professor use storytelling in class. I’ve also never had the core lessons and material of a course stick with me as strongly as they did in that course.. Chelsea LeBlanc LSA computer science major Plymouth College of Education
s n a e m g n Givi
! g n i t get
Conversion rate = 84%
Conversion rate = 72%
44% completion accuracy
91% completion accuracy Embedded Persuasive Strategies to Obtain Visitorsâ€™ Data. Gamberini, Petrucci, Spoto, Spagnolli
Stuff we think is important
Our bigges t challeng e!
How we u nderstand ! value!
16% 0% 84%
William-Sonoma ÂŁ275 1988
Stuff on our minds
Can mista kes motiva te?!
Error / correction
or episodi c?!
In a mont h see wha t you remem ber from this talk! Time
e m a G e r A ! ? l u usef
s c i n a h c e M
e ! m a n y’s u g e Th ed! c n u o n is pro ! ! h gh i g i h h e M -me t n e s Chick
A psychological state where a person is fully immersed and focused on an activity or task.
Variable intervals Variable rewards Engagement
Create outcomes, small or large, without being able to predict what action is going to be able lead to that outcome.
Fixed interval Regular reward low
If you k new ! the outc om would yo e u play?!
eLearning spinner Learning and development is central to our business ambitions. Starting this month all staff are encouraged to undertake 10 hours extra learning in 2010. An hour a month – what have you got to learn?
Take a chance – what have you got to learn? Learn something new in 20 mins
Learn something new in 40 mins
Learn something new in 60 mins
Don’t leave it to chance. Choose a learning module by subject Subject Module 1 (20 mins) Module 2 (40 mins) Module 3 (20 mins)
…whoever plays, plays freely. Whoever must play, cannot play.
James P Carse Finite and Infinite Games: A Vision of Life as Play and Possibility (Page 4, Chapter 2.)
This book is brill!
Fun â‰ motivation So what does moti vate?!
Challenge! Fear! Obligation! ity! Responsibil Duty! t! Commitmen Discovery! Desireâ€Ś!
Thanks fo r joining in ! Dom Graveson @dombles firstname.lastname@example.org
Richard Sedley @richardsedley
5th Annual Online Customer Engagement Report
a e k i l â€™d u o y e w If n e wh give y e p s o a c ple h s! s i s l e b r u d p ad r u o us y