Joe: Now, many of my listeners and myself have been running simulations and board games as trainers for a long time. Do we need to be upgrading our skills? I mean, have you converted any of these old simulations, let’s say, to present-day gamification methods? Karl: Yeah, two things about that. One, gamification doesn’t always Read More …
You talk about the different numbers of simulations you have, and one of them is the Mouse Trap game, which is probably one of your more popular ones I would think. Can you briefly describe it? I know it’s on your website, and someone can read about it, but just tell me what it is Read More …
John Goodman’s new book, Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service takes John’s Customer Service expertise and puts it into a digital context. John has managed more than 1,000 separate customer service studies, including the White House sponsored evaluation of complaint handling practices in government and business and studies of word Read More …
The American Management Association published John Goodman’s book, Strategic Customer Service, in May, 2009 and I think I have used it every week or at least every month since then. John is my guest tomorrow and next week on the podcast to discuss his new book, Customer Experience 3.0: High-Profit Strategies in the Age of Read More …
Nir Eyal, author of Hooked: A Guide to Building Habit-Forming Products, discussed his 4-step process for Building Habit Forming Products (podcast and transcription link): The model is called the hook model and the four steps are a trigger, an action, a reward – and, often times, it’s a variable reward – and an investment. So by cycling users Read More …
What does it mean to be human in today’s wired world? As we get more and more connected, our virtual worlds aren’t just parallel to real life, they’re extensions of real life. Ramona shares her own journey into game worlds in search of wisdom, love and meaning, and talks about overcoming fear and “leveling up” Read More …