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Customer Loyalty and Online Gaming Industry


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A small insight into 'customer-loyalty' aspects of the Online Gaming Industry and the parameters to attack, for a marketing team.

A brief dissertation on the same is available as well, please contact the author directly for the same.

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Customer Loyalty and Online Gaming Industry

  1. 1. Customer Loyalty and The Online Gaming Industry For Slideshare. Detailed dissertation on this available – The presentation is just a broad summary - Contact authors at [email_address]
  2. 2. Customer Satisfaction <ul><li>Gaming satisfaction critical </li></ul><ul><li>Loyalty – Behaviour of repeat customers </li></ul><ul><li>Recency, the most powerful predictor </li></ul>
  3. 3. In Gaming, Recency aspects depend on … <ul><li>Trust </li></ul><ul><li>Attitude </li></ul><ul><li>Enjoyment </li></ul><ul><li>Opinion of others </li></ul><ul><li>Intention </li></ul>
  4. 4. How do we measure customer loyalty? <ul><li>Willingness to RE-BUY </li></ul><ul><li>Traditional methods </li></ul><ul><li>Modern methods necessary! </li></ul>
  5. 5. Modern Methods in Online gaming <ul><li>Referrals on blogs/message boards </li></ul><ul><li>Re-subscription statistics </li></ul><ul><li>Time Spent per User per Game </li></ul><ul><li>Cross-Gaming </li></ul>
  6. 6. How do we increase customer loyalty? <ul><li>Zero Downtime </li></ul><ul><li>Speed </li></ul><ul><li>Customer Evangelists </li></ul><ul><li>Recognizing Longevity </li></ul><ul><li>Shared Responsibility </li></ul>
  7. 7. How do we increase customer loyalty? (contd…) <ul><li>Addition and upgrading of characters </li></ul><ul><li>Networking </li></ul><ul><li>Increase the “feel good” factor </li></ul><ul><li>Build a brand </li></ul>
  8. 8. <ul><li>Thank You! </li></ul>