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]

Customer Satisfaction Gaming satisfaction critical Loyalty – Behaviour of repeat customers Recency, the most powerful predictor

Gaming satisfaction critical

Loyalty – Behaviour of repeat customers

Recency, the most powerful predictor

In Gaming, Recency aspects depend on … Trust Attitude Enjoyment Opinion of others Intention

Trust

Attitude

Enjoyment

Opinion of others

Intention

How do we measure customer loyalty? Willingness to RE-BUY Traditional methods Modern methods necessary!

Willingness to RE-BUY

Traditional methods

Modern methods necessary!

Modern Methods in Online gaming Referrals on blogs/message boards Re-subscription statistics Time Spent per User per Game Cross-Gaming

Referrals on blogs/message boards

Re-subscription statistics

Time Spent per User per Game

Cross-Gaming

How do we increase customer loyalty? Zero Downtime Speed Customer Evangelists Recognizing Longevity Shared Responsibility

Zero Downtime

Speed

Customer Evangelists

Recognizing Longevity

Shared Responsibility

How do we increase customer loyalty? (contd…) Addition and upgrading of characters Networking Increase the “feel good” factor Build a brand

Addition and upgrading of characters

Networking

Increase the “feel good” factor

Build a brand

Thank You!

Thank You!