Keith Martin's Reviews > Loyalty 3.0: How to Revolutionize Customer and Employee Engagement with Big Data and Gamification

Weak in the middle with too many shallow case studies, but the framework is solid and well argued, and the example in the appendix is worth the price of the book if you are paying attention. A lot of these elements have become obvious through their extensive use, but there is still a lot of value to be wrung from them.