How ‘Gamification’ Can Make Your Customer Service Worse

Kathy Sierra, a game designer who has given talks on the dark side of gamification, tells Wired that game designers and scholars are almost universally against gamification.

As Sierra points out, gamification replaces an intrinsic reward with an extrinsic one. In other words, it shifts a participant’s motivation from doing something because it is inherently rewarding to doing it for some other reason that isn’t as meaningful. This, she says, is ultimately less motivating.

Read full article here: How ‘Gamification’ Can Make Your Customer Service Worse

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