Slides from the presentation given to the Canadian Gaming Summit on April 20, 2011 on increasing customer loyalty through effective use of social media.

1. Increasing Customer Loyalty Through
Social Media

3. I Heart Social Media
Social Media + Gaming: BFFs
Customer loyalty 2.0
Winning! (© Charlie Sheen)
Questions?

4. Social
60% networking
increased by
of medium-sized
businesses have
won new
13%
customers via
social media
6.6B 17M
video views in Facebook
Q4 2010 Profiles

5. The Reigning Champion

6. Aha! TM
Social Media is not a fad.

7. 3.1% 76%
Of Facebook
of YouTube Pages have
videos have less than
more than 1,000 “likes”
1,000 views
15%
of Twitter
users have
more than
350 followers

8. Information
Creativity Entertainment

9. Planet Hollywood: “Phamous” video
2.6M views on YouTube

10. Effort.

11. I can read your mind.
I don’t have millions for marketing!

14. University of Pennsylvania:
What kinds of stories are shared?
Happiness. Awe.
Emotion.
Surprise.

15. Chadwick
Martin Bailey
& iModerate
81% 80% Research
Technologies
study
63%
54% 53%

16. Fun News Sharing

17. Aha! TM
Gaming is a natural for social media.

19. Comparing Best Practices
Element Customer Loyalty Social Media
Customization I’m not just a customer, I’m a They tailor my experience to
real person. me.
Trust I know they provide a quality They have been around; I know
product. who they are.
Responsiveness They address my needs and They answer to my inquiries
concerns. and concerns.
Relevance Providing information when I Quick and timely information
want/need it. wherever I am.
Transparency They are upfront about how They are upfront about who
they conduct business. they are.
Value I feel they provided the service I Their content adds to the
asked for. experience.
Community I feel at home when I interact Interacting with a group of like-
with this community. minded users.

20. Aha! TM
Good customer loyalty practices are also
good social media practices.

21. Personalize
Value Community

22. Trust Dialogue
Data
Personalize
Customization

26. Track and analyze all your data.

28. Networks
Exclusivity
Community
Experience

29. MGM
Grand at
Foxwoods
Social
Network

30. But it needs to be online.

31. “Phamous” Flashmob.
A shared experience.

32. “I wish I was
there.”

34. Memorable
Customization
Value
Relevance

35. How you target them
Is different than how you target..

36. ...them.

37. Wynn
Casino
Foursquare
Page

38. Barona
Valley Ranch
Facebook
Page

39. Learn all you can.
Use the data to segment and target.

41. Aha! TM
Deepen customer loyalty by integrating,
gathering & using online feedback.