Rewarded Consumers Are Happy Consumers
Saturday, June 20th, 2009Immediately following the Friday morning presentation from the founder and CEO of Bunchball, Athlon’s Nathan Karp tweeted, “Great presentation on user behaviors and psychology by Rajat Paharia.”
Reminiscent of those old Micromachines commercials, Paharia (after admitting that he tends to speak quickly) tore through a very interesting session on engaging users — obviously a topic of utmost importance to fantasy sports companies.
His overarching message was that sites need to leverage human desires to foster connectivity with users. By catering to what he termed “irrational but predictable reactions,” anyone looking to grow an online audience can build customer loyalty and engagement.
Paharia’s primary examples included Dunder Mifflin Infinity, an NBC online game platform that accompanies The Office, and teen-targeted sites Espin.com and Takkle.com. What each does is present some sort of virtual rewards system — whether it be Dunder’s Shrutebucks, Espin’s bottlecaps or Takkle’s trophies for levels of interaction.
Although none of these online goods/rewards has any real value, users love to earn them and boast their “earnings” as symbols of status or identity within their site communities. Systems of points and rewards and things like forum hierarchies certainly exist already throughout the fantasy community of sites, but there is always room for more.
Paharia also pointed out that delivering such virtual rewards in smaller, more frequent doses is ultimately most effective. Traffic will also remain stronger if the reward cycles stay variable rather than fixed, he said.