Rise customer ClickMechanic shares their success story

It’s not often that you get a customer story told in a guest post like this. We’re thrilled with the ClickMechanic team’s Rise journey – this guest blog has been written by Simon Tinsley, Click Mechanic’s Digital Marketing Executive:

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Hi! We’re ClickMechanic, not only are we satisfied customers of Rise, but we’ve taken the success tracking philosophy of the effective use of data and targets and applied it throughout our company with great results. We’re so excited about sharing our story so it can help other growing businesses that we asked Rise to let us share our story on their blog and they kindly agreed.

Firstly, a little background, we’re an online marketplace for car repair, servicing and inspections with a nationwide network of mechanics. We’ve used Rise’s leader board to promote engagement on social channels amongst our mechanics and found that it provided a 23% uplift in sharing from our mechanics.

More striking has been the impact that applying targets carefully has had throughout our company. We noticed recently that a quarter of bookings placed never get assigned to a mechanic – meaning more unsatisfied customers and less revenue for us. Recently we introduced a number of initiatives that reduced the number of customers without a mechanic by 60%. So, how did we do it?

Firstly, we gave people responsibility for a particular area of customer service each day. This focus allowed our team to reduce the amount of time they spent switching tasks, and therefore reduced wasted time. Alongside this, it gave a sense of ownership and responsibility over that area for the day. Secondly, we made the key metrics visible to the whole team. Such that the team can see the results of their efforts. The immediate feedback has seen our net promoter score increase from 80 to 85.

Finally, and perhaps most importantly, we introduced targets for assigning bookings to the team. Here, we followed the key principle of ‘Count Fruit Not Leaves. Initially these were individual targets, though we found this provided faulty incentives. Team members on other tasks for the day would try to squeeze in assigning bookings to inflate their numbers and ‘win’ and neglect other tasks. With this in mind, we switched to a team target to encourage co-operation between the team. Not only have we seen the KPIs increase, but also we’ve had feedback that the team like having something to aim for and find it motivating.

We’ve also applied personal metrics to our development team. We work on a fortnightly sprint and plan our engineer’s time using ‘points’ to represent blocks of time. By doing so, we are better able to plan our development work and coordinate the rollout of new product features. Alongside this, it creates accountability within the development team – if tasks aren’t completed then the reasons why can be discussed transparently. Tracking this data allows for improving our estimation of how long projects take and can help us to identify if there are certain aspects of our process that consistently cause projects to run over.

Zoopla’s Customer Success Tracking program

What value do you offer your customers? More customers? More money? Social success? More time with the family?

Whatever it is that you are promising, you can bet that most of them aren’t tracking it effectively.

But as customers, we like knowing that we are definitely getting benefits from a service we are paying for, we just don’t always have time to measure it ourselves.

So, as providers, why don’t we track success for our customers?

What if we could keep reminding our customers that by using our services they are continuing to be successful? Wouldn’t that drive greater customer loyalty, longer retention and increased sales? Of course it would!

But, how do we do this?

Zoopla, the online real estate portal, promises the agents that sign up to its services, business success: “At ZPG we’re all about building the best property brands, marketing services, reporting tools and more, to help make your business a success.

One way for estate agents to track their business success is to measure their digital influence. The higher their digital influence score, the more effective has been their online marketing, something that Zoopla already helps them with.

Wouldn’t it be awesome if Zoopla tracked this influence score for each of its customers?

With the Zoopla Property Power 100, a tracker of social media influence, Zoopla is doing exactly that – each week they report back to any agents signed up to the program their quantified change in digital influence. This is then compared to other similar agents, giving agents a meaningful comparison.

Zoopla doesn’t just keep the stats private – it goes further and leverages the “meta effect”, heroing the weekly results back to consumers themselves via the Zoopla site and social media channels.

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It’s a very sophisticated customer success tracking service. Zoopla agents are more loyal because Zoopla is publicly tracking their success for them, showing them they are doing well and by charting a metric that matters to them.

There’s an added viral lift for Zoopla too. Successful customers tend to be happy customers and are willing to share that success on their own social channels:

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Zoopla aren’t the only ones catching on to the Customer Success Tracking bandwagon – CV library run a similar service for their customers called “Social Recruiter” – only here they aren’t just comparing customers against each other, they allow their customers (Recruitment agencies) to compare success against the whole market – an even more valuable comparison.

 

Both CV Library and Zoopla run their Customer Success Tracking programs using Rise.global. They define the metrics that make up the score and report the score back to their customers on a weekly basis. This weekly reporting creates its own news cycle that can then drive other content from the companies heroing which customers are doing well, building community and further brand authority.

So what about you?

What are the Customer Success metrics you could be tracking for your customers? Could a Customer Success tracking program work for your business. If you are offering social media training or marketing services of any kind then it’s a no brainer to simply copy what Zoopla are doing. You can start in “stealth mode” and gradually show people what you are up to with a Rise Power 100 leaderboard.

 

Introducing the tech_1k – The Top Global 1000 Tech Bloggers

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15th December, 2015

The Rise Social Media tracking team (@rise_sm) is today launching the Tech_1k ranking of the Global Top 1000 Tech Bloggers.

This will be a weekly leaderboard akin to the Travel 1k Rise board we have been running for over a year. If you made the initial list, great, if you haven’t click on the Join button to ask to add yourself.  Or to nominate your favorite tech blogger, send an email to support@rise.global.

For Tech Bloggers the tech_1k provides recognition of your expertise and a chance to compare your online impact each week with peers in an easy way. Each week we’ll notify the bloggers of their latest score and change in rank relative to peers. We use Klout scores as the way of ranking bloggers.

While we know that not all of you accept a Klout score as a valid measure of online impact, we beg to differ. Even with it’s limitations, we feel it’s one of the best measures out there of digital impact and for bloggers looking to improve their reach and engagement, it functions as a suitable Key Performance Indicator (KPI) that every blogger should track.

For Followers of the Rise board it’s a chance to discover bloggers that they may not already know about. Each tech blogger describes themselves in their bio so there’s a real chance to learn about the best bloggers out there. Also the weekly email that only followers receive will showcase new bloggers joining the board and the bloggers that are climbing the rankings fastest. What better way to keep up with this vibrant community?

For us here at Rise it’s a chance to show off our Power 100 leaderboard app which helps you to build an online audience for your website, blog or event by providing a free scorekeeping service for the top influencers relevant to your audience . If you’re running a niche tech blog it’s a technique you could try on your own blog. We look forward to discovering the top 100 most influential PL/I programmers and other such delicacies!  To get started sign in to Rise with your twitter account and choose to create a list based on a Twitter search. I recommend using  country and a role as a great way to get a list started e.g. “UK CyberSecurity”.

 

How I created a post with 20x normal traffic on my blog for just £7 a month using a Rise Power 100 leaderboard

Audience Development is rarely talked about by bloggers but many of us could benefit from spending an hour or two each week focusing on it. In this post, I explain how one Audience Development tactic – an influencer leaderboard – that worked really well for me on my personal blog GamificationOfWork.com.

When I set up GamificationOfWork.com my main objective was to document my thinking as I started to learn about gamification. Over time it became an editorial site with reviews of gamification books, guest posts and a hub for those thinking about the emerging field of Gamification.  It’s use of a power 100 leaderboard in the early days, as an audience development tool (not a phrase I knew then) is worth understanding in more detail.

Audience Development is the term publishers use to describe their own marketing efforts. One of the primary jobs of any news organisation is to build an audience of people who want to hear their news. And after all, no audience means no advertising.

When you pick up a usually paid-for newspaper for free when you jump on a flight, you have been targeted by the Audience Development team of that newspaper. By getting you to read one issue, they reason, you are more likely to be converted to becoming an avid reader in future.

Like any online marketer, the audience development team for a digital news publisher has plenty of marketing options – favourites including incentives and offers, advertising (on other similar publications if they let you and on social networks) and content marketing.

” a specific piece of content can be designed to attract a specific audience…”

In this post I want to focus on audience development using content. The idea is that a specific piece of content can be designed to attract a specific audience – the audience that you want to come to your blog and read your posts.

Top publications do this all the time. When Forbes publishes its annual list of the top billionaires it is seeking to develop an audience among two sets of people – the few, very wealthy people and the  vast majority, who would like to be very wealthy.

And it works very well for them – many of us do  have an interest in the peaks and troughs in fortune of  Messrs Gates, Buffet, Bezos and Zuckerberg.

This type of content works. We are innately interested in how others around us rank.

A few years ago, I tried the approach on my blog and created the “Gamification Gurus Top 10” and it immediately had an amazing effect!

My usual traffic was around 10 viewers a day – this top 10 post got 154 views! A 15x increase on normal.  I then repeated the tactic with a follow up post of the top 20 the following month and gained 268 views!  Over time I matured the leaderboard and now have over 300 gurus on my board, many of whom have signed up to be there themselves. As well as blog traffic, this provides me with an additional valuable monthly email channel directly to the top influencers in my community.

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Most importantly though it built a voice for me within the gamification community – suddenly everyone knew who I was – and it kickstarted a valuable audience for my blog that continues to this day. All through a simple list of influencers, updated on a monthly basis.

Since then I’ve converted the tools that I used to create the board into an application, Rise, and template, Power 100 Leaderboard, to allow others to do the same on their own blogs.

While I still see some monthly boards being created on Rise, the most popular ones tend to be weekly or fortnightly. Check out City AM’s Fintech powerlist (which has already been shared over 5000 times).

One question I often get is how should I rank the influencers – my answer is to start with Klout scores. Klout is a very sophisticated influence algorithm and it is difficult (though not impossible) to game. While of course it isn’t showing influence specific to your audience’s topic it is a great proxy to get going with. Over time you can gradually evolve the score algorithm to take into account metrics more in keeping with your audience. The Gamification Gurus Power 100 board now leans very much toward use of Slideshare (presenting and teaching) and Twitter (being retweeted as an expert) to derive the rankings each month.

If you’ve got a blog and you want to develop your existing audience, or perhaps market your content to a new audience, then I highly recommend a Power 100 leaderboard as a fast and effective way to do that.

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PS. As an added incentive, here’s a discount code to get 10% off your monthly board price if you create your power 100 board and subscribe anytime this November (NOVBLOG15)

Reflections on using Rise to support conference-based gamification

This is a guest blog from:

Fiona MacNeill, Learning Technologies Adviser, University of Brighton and UCISA Digital Capabilities committee member. AboutMe: http://about.me/fmacneill Twitter: @fmacneill

In early June I had the pleasure of implementing a conference-wide gamification activity in support of the UCISA Digital Capabilities event. The event took place at MediaCity, Salford; a vibrant and engaging venue for an event stocked-full of innovative ideas. The event focused on showcasing successful practices for supporting academic staff and learners in their use of technology within further and higher education. Another goal of the event was to highlight findings from the recent Digital Capabilities survey. So when a member of the event organising committee, Iain Cameron (University of Aberdeen, and UCISA Digital Capabilities committee), mentioned the idea of a Twitter selfie (or Twelfie) competition as part of the proceedings; Rise immediately came to my mind as the right tool for the job! I had encountered Rise before at a demo at the International Confex event in 2013 and then again during the Mahara 2014 Hui held at the University of Brighton.

The rules of the game were simple and already outlined for me by the organisers. One point was awarded for original selfies; @mentions; and retweets featuring the #udigcap hashtag. Two points were awarded to reward the befriending behaviours needed to: take selfies with another delegate; take selfies with a speaker; and take selfies with organisers. Three points were awarded for imaginative selfies; selfies with passing celebrities who work or visit the television studios of MediaCity; and a selfie with a famous landmark. Although the game was simple, we entered into it with a sense of playfulness, completed by my donning the literal udig-Cap on my head, to signify my position as the twelfie official! Here’s the photo evidence

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Benefits

Observed positive effects of using Rise Leaderboard:

  • Rise really stoked attendee engagement via Twitter. There were around 90 tweets that included twelfies. Overall, there were almost 1200 tweets related to the event, many of which were a direct result of attendees taking part in the Leaderboard.

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  • The competition called for attendees to take photos of themselves with other attendees, speakers and celebrities. This encouraged both in-person and online engagement.

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  • The twelfie competition promoted a sense of fun and resulted in crowdsourced documentation of the event proceedings. The documentation is now archived as a Storify
    • The competition boosted discursive engagement and publicised the twitter feed prior to the event. This was largely achieved by some pre-conference challenges where attendees were asked to take engaging photographs of their journey to the conference.

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Top tips for using Rise in a conference situation

  1. Our photo-based metrics meant that we had to do a lot of manual scoring. I suggest using a wider variety of metrics, including a mixture of automatic metrics derived from twitter polling and manual metrics.
  2. I recommend linking a Google doc to the active leaderboard to enable simpler player addition and
  3. Limit the number of times a certain metric can be scored. We found that some of the twelfies became repetitive, as there was not a limit on the number of times that a twelfie could be scored.
    • Include some wildcard activities to promote positive conference behaviour:
      • g. tweet and tag someone whom you met at lunchtime (with their permission);
      • engage in the conference treasure hunt and tweet what you found etc.
  1. Take greater advantage of the need for the human superviser, or games-master, and consider using them to lead tweet-ups of certain topics raised during the event. These could also have point-awarding options.
  2. Consider day-by-day scoring and options for remote attendees and second day attendees.
  3. Points for @mentions of anything other than the conference hashtag, can affect the quality of tweets’ written content due to the character limit. Best to keep it to one @mention metric.
    Add players in advance of the conference, if possible.
  4. Having clearly defined board release times was a good strategy and led to a sense of anticipation, e.g. breaks worked well as times to release and show the updated leaderboard. Leave at least 10 minutes for the polls to complete and to release the board. I owe this idea to Katie Piatt (University of Brighton), who used this strategy to great effect at the 2014 Mahara Hui.

Future ideas

As I contemplate gamification at the next iteration of the Digital Capabilities event I have been considering how the competitive element could be developed further. Here are a few ideas, although I won’t go into specifics, as I don’t want to give the game away in advance!

  • Make awards unexpected – as Daniel Pink, explains in his 2010 book, Drive expected extrinsic rewards can negatively affect performance (pp. 63-70). Therefore adding some unexpected rewards for completed tasks could add value. However these rewards will not be itemised on the rules list, so a disclaimer about judge discretion may be helpful!
  • Reward introverts as well as extroverts – one of the best conferences that I have ever attended was Eyeo Festival based in Minneapolis, Minnesota, USA (http://eyeofestival.com). Eyeo is an awe-inspiring event focusing on data visualisation, interactivity and maker ethics. However in the midst of all the flashy stuff, in the two years that I attended they had quiet spaces where one could engage in puzzles and inventions related to the event, sans supervision or sales influence. This was an invaluable opportunity to play and learn. Having an area in a conference like this provides time for time-out and inspiration as well as hidden scoring opportunities!
  • An idea inspired by Jane McGonigal’s book, Reality is Broken (2012): we allow attendees to +1 each other. This is like an in-person analogy of a “favorite” star or a “like” thumbs-up, but because it is real, perhaps it means even more within the context of the event. I like the idea of using physical +1s (think cardboard cutouts the size of a plate) which could become the subject of a selfie; a nice option for camera shy attendees.
  • Finally this is an idea that I owe to Pete Jenkins (http://gamificationplus.uk), who suggested making the next iteration of our competition, a team-based activity. Rise Leaderboard can support this mode of use. The concept is that player interest will be more sustained if they are contributing to a group effort, as opposed to seeing individuals rapidly ascend up the leaderboard and losing the will to compete due to very high leading scores. In the team model points can still be awarded individually for small activities and these can contribute to the collective team score.

Well, I for one am excited about the next Digital Capabilities event!

References

McGonigal, J. (2012). Reality is Broken: Why Games Make Us Better and How They Can Change the World. London: Vintage.

Pink, D. H. (2010). Drive: The Surprising Truth About What Motivates Us. Edinburgh: Canongate Books.

Telfest 2015 conference uses Rise to enhance conference participation and crowd-source content on social media for non-attendees

This is a guest post by Farzana Latif, posted first on 29th Sept 2015 here

During September 2015’s TELFest (a week long festival consisting of workshops, discussions and drop-in sessions related to Technology Enhanced Learning) we introduced a leaderboard to enhance participation throughout the event, and to encourage the use social media to share experiences amongst colleagues that were unable to attend. Having experienced the leaderboard at the UCISA Spotlight on Capabilities Conference in June, I was interested in using it to introduce ideas related to Gamification, and bring an extra element of fun, to TELFest. The leaderboard is generated by a website called rise.global, which automatically calculates the scores for tweets that contain a specific hashtag, and, following some pointers from Fiona MacNeil who had set it up for the UCISA event, I set up a leaderboard for TELFest. Given the aims behind using the leaderboard, I decided that points should be primarily awarded for tweeting with the #TELFest hashtag and there were additional points for attending drop in sessions and tweeting TELfie’s (TELfest selfies). Below is a breakdown of the points that could be earned:

Tweets with the #TELFest hashtag 1 point
Being Mentioned by someone else 2 points
Having your  #TELFest Posts Retweeted 3 points
Tweeting a TELFie with the hashtag  #TELFest (TELFest, Selfie) 3 points
Attending a drop in session 5 points

Each day we saw the top tweeters changing positions and there was healthy competition amongst TELFest participants.

To keep tweeters motivated, automated tweets were sent out every evening, informing them of their position on the leaderboard.

Twitter activity increased significantly compared to September 2014, there was a tenfold increase in the overall number tweets, a tripling of the number of tweeters and, on the Friday, TELFest trended in the Sheffield area, meaning that it was promoted to local users on the main twitter interface.


An additional benefit of promoting the use of Twitter through the leaderboard was that it helped to capture the variety of views and opinions shared by participants during the event. We were then able to use the tweets to create daily blog posts summarising these discussions using Storify, allowing us to produce a record of the day’s events for participants to look back on and to give some insight into the discussions for those unable to attend.

While the leaderboard was highlighted during the Gamification session as an example of a method to encourage participation and motivate learners, it is hard to say whether, in this case, the leaderboard led to an objective increase in Twitter usage. Early feedback indicates that its’ introduction did motivate some people to tweet more than they might ordinarily, yet others stated that they were unaware of the board. Another reason why the increase in the use of Twitter at TELFest this year cannot be solely attributed to the leaderboard is that we integrated Twitter directly into some of the workshops. It is however clear that the leaderboard did not appear to influence the number of colleagues attending drop-in sessions.
We closed the board on Friday at 12pm and as a token gesture awarded chocolate medal to colleagues that were top of the board – congratulations to Gary, Nik and Maria.


Below is a screenshot of the final top 20 for the leaderboard:

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Rise launch Top 100 UK Universities on Social Media

September approaches and brings with it the start of the new term. Some of you may be off to University for the first time, some returning and some of you may be sending children off, with a spring in their step and your coin in their back pocket. Or perhaps you work in a University and preparations for the new influx of students are well under way. Either way, the start of the new term is upon us.

Since the changes in financing a degree, Universities know that reputation has become more important than ever. Higher Education marketing departments work overtime, as competition for every student becomes ever more intense. Many Universities are using their online and social media platforms to increase their influence and add value to their brand, some to amazing effect.

This month Rise launches the Top 100 UK Universities on Social Media leaderboard. Want to know who in Higher Education is getting it right on social media? We’ll be updating the list monthly and you can follow the board using the follow button, getting notifications directly to your email.

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This month’s most influential UK University on social media.

This month’s leaderboard makes for interesting reading, the top spot going to to the world famous Cambridge. However, it’s interesting to see their Oxbridge companion, Oxford, coming in somewhat behind them at in at number 13. Work to be done perhaps?

We use Klout scores to rank these seats of higher learning. Klout takes into account social media activity and engagement across many social networks including Twitter, Facebook, YouTube, LinkedIn and Instagram. If we’ve left your organisation out from this list and you would like to be included, please send an email to support@rise.global, let us know your Twitter handle and we will gladly add you to the scores for next month.

Interested in how influential you are on social media compared to other users? Join Rise’s Online Influencer board and get a weekly scorecard of how well you are doing on social media.