While traditional models of selling games online is alive and well with veterans of the B2C sector, we have also witnessed the rise of alternative, social approaches to online marketing strategies.
In this post, we take a look at the online video game industry and analyze two different marketing strategies utilized by B2C companies. Our goal is to see how these different strategies can be applied to other e-commerce verticals.
When I think about the major social video game companies producing massively multiplayer online (MMO) games, I think about Electronic Arts, Activsion Blizzard, and wunderkind Zynga. These are the corporations structuring our play on the Internet.
It goes without saying (but I’ll say it anyway), that the way we play and pay for video games today is different than it was 25 years ago. Back then, I had an Atari 7800 with 4KB of RAM. I could buy a cartridge of Joust from Toys “R” Us, put the game in the console and I was ready to be interactively entertained. Read the rest of this entry »
Filed under conversion optimization, Customer Engagement, Landing Pages, SaaS payment models, zynga ea ecommerce
If you are passionate about excellent customer service you need to encourage customer feedback and actively listen for opportunities to improve your business. One method commonly used to gain feedback is sending your customers satisfaction surveys following an interaction with your customer service team.
Structuring Surveys: Questions & Comments
Begin by asking simple questions that reflect your service goals. If you are looking for feedback about your customer service agents’ performances, ask customers to rate how satisfied they were in regards to:
- How long it took for the call to be answered by a live agent
- The agent’s professionalism
- The agent’s understanding of the issue
- The agent’s ability to resolve the issue
- Overall quality of the interaction
Or, you may want to focus your questions on a customer’s experience with your product and how likely they are to recommend it to others.
Adjust these questions as you see fit, but it is vital that you do not limit your customers’ insight to the questions you are interested in. Your customer has a unique perspective about your business, especially the customers who are calling your customer service department. Therefore, it is important to provide a space at the end of every survey for people to express their opinion in their own words.
Benefits of Verbatim Customer Comments
Read the rest of this entry »
Filed under Customer Engagement, Customer Satisfaction, Customer Service
