Gamification – Changing Behavior with Kent Bullard [RR 534]

Kent Bullard. Find Kent’s other episodes HERE.

Key Talking Points:

  • Gamification- changing behavior, designing an experienceHow do you engage people with game theory?
  • Focus on process orientation than goal orientation- not outcome focused, be action focused
  • Customer’s want to come back again
  • The Big E’sEnvironment: Physical triggers for customers and employees- is it distracting them or focusing? Putting mirror by phone so service advisors smile when they answer the phone  
  • Engagement: What, how, when, do they interact with each other? Instruction- walk in door, reward is smell of cookies  
  • Rules of play- “restrictions” calling customer back by certain time determined by shop and try to beat that time   
  • Effect: What are possible outcomes during experience? Illusion of choice- simplify set of outcomes that you can control 
  • Design experience- three service advisors, two on phone, one has green light on desk and is waiting to help customer 
  • Emershion: How do I continue to convince customers to keep coming back?  Marketing and advertising- emails or phone calls as touch point
  • Easy and positive experience equals customers wanting to come back 
  • Evolution: Adding new things to your process, always be evolving, constant and consistent growth. People get bored easily   DVI in shop
  • Experimentation- Customers using rules and restrictions to create difference experience  Be aware and flexible- have limitations or expiration on promotional discounts
  • Enjoyment and EventsExpected to pay certain amount and ends up paying less  
  • End game: what ways do we continue to engage customers? Mentor-ship, rewards points, events, involve customers with community


  • Thanks to Kent Bullard for his contribution to the aftermarket’s premier podcast.
  • Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
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This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2020 will take place Tuesday, Nov. 3 through Thursday, Nov. 5, 2020 at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2020. For information, visit

About the author, Carm Capriotto, AAP

Carm is the founder and host of the Remarkable Results Radio Podcast and the pioneer of automotive aftermarket podcasts. Carm calls on his years of experience in the aftermarket to bring engaging stories from his guests.

Listen to raw, unfiltered, honest, and sincere stories that include insights, trends, best practices, and expertise. Each interview brings an opportunity to learn one new thing through the stories of personal achievement. Many podcast guests tell their story of transformation from working in their business to working on it.

As host of over 1,000 episodes, Carm uses his enthusiasm and passion for the aftermarket especially the service sector to take his listeners on a journey showcasing successful service professionals’ paths to Remarkable Results. He also enjoys interviews with aftermarket industry thought leaders who bring their industry perspectives to his listener.

Follow the podcast on your favorite podcast listening app and always listen to learn just one thing!