Michiel van EunenImagineer Gamification Expert Experience Maker

www.linkedin.com/in/michielvaneunenwww.twitter.com/michielvaneunen

Gamification in RetailMichiel van Eunen

Mysteryshopping

MysteryshoppingReports

+ -

‘We’re doing great!We don’t need to change’

‘Oh, that’s just a one-time sample. Normally we’re

doing great.We don’t need to change’

MysteryshoppingVisits

More fun

More engaging

More effective

Make it a Game

The Hunt5 weeks

100 stores 10/10

1 launchevent

1000sales people

5 Visits by the Mystery Man

Mission: Reveal the Mystery Man

Can be ANY customer

Greet Approach Codeword

Intranet

Leaderbords

Hints Fieldreports

The HuntResults

Became very alert:Greeting 48% -> 89%

Approached more customers

Had more contact withother stores

Had more fun

Became more creative and social in their salesconversation

Sales people

Sold more

Mysteryshoppers

Had more fun

Shared greatstories

‘Regular’ Customers

Got more attention

Bought more

Retail Organization

Saw increase in turnover of 4,7 %

Gamification in RetailMichiel van Eunen

Michiel van EunenImagineer Gamification Expert Experience Maker

www.linkedin.com/in/michielvaneunenwww.twitter.com/michielvaneunen