Not sure I like the term `gamification` as a word for client retention - sounds too manipulative and underhand for what it is. Like gaming somebody, or playing

Not sure I like the term `gamification` as a word for client retention - sounds too manipulative and underhand for what it is. Like gaming somebody, or playing somebody - that type of contextual angle. But that may be a cultural thing being British. That said in the way it's outlined it is maybe better than the old "carrot and stick" approach, which is in effect what it is. Suppose in many ways it is getting word of mouth and making it marketable. If you have a good product then the customers will come and stay, though if you make drastic changes to gain new clients/customers you may alienate your existing clients/customer base. No golden solution to be found here.