Customer Experience

Why You Need to Focus on Customer Experience

By Hagen Weiss

Gamers are some of the most sophisticated and demanding customers. They expect 100% seamless gameplay, and nothing less.

That’s why customer experience is so important, especially in the gaming industry. In this article, we’ll dive into what exactly is customer experience and why your company should focus on it.

What is Customer Experience?

Customer experience is an all-encompassing term describing the journey of a customer interacting with your product (i.e. game or app). It is what the customer observes, feels, or senses when they:

  • Research your game
  • View your app store listing
  • Purchase your app
  • Initially open up your app
  • Start playing your game
  • Finish your game
  • Interact with your community pages and employees

Your customer will develop a perception of your business based on these experiences and interactions. This perception is crucial to understand as you aim to reach more customers.

Your Top Marketing Strategy – Satisfied Customers

One of the best ways you can market yourself is through satisfied customers. In fact, 92% of respondents said they trust recommendations from friends and family.

By focusing on customer experience, you are building a brand and reputation that makes it easy for existing customers to share with others. New customers are much more accepting of your game/app if it comes recommended by other people.

Additionally, according to a Harvard Business Review study, customers with the best customer experience spend 140% more than those with the poorest past experience. Not only are satisfied customers more willing to market your content, but they are also more likely to spend more.

Paying for the Customer Experience, Not the Product

The experience matters much more to the customer than merely the product itself. This holds especially true for gamers.

Gaming is an all-immersive experience. It touches on the physical, analytical, and even emotional aspects of our human experience. Communities and friendships are built based on games.

What gamers are paying for is the experience. Things like the game crashing or poorly localized elements can be huge turn-offs for gamers. It’s vital you focus on offering great support, customer service, and data security to ensure your users are having the best experience possible.

Reducing Costs

Improving user experience may cost you more upfront, but it will save you more in the long-term. Your goal with customer experience is essential to increase customer experience retention. This means you need to invest in your game or app to ensure it meets or exceeds customer expectations.

While this initial investment may seem costly, the alternative is much worse. The cost of poor customers can include:

  • Poor reputation
  • Loss of sales
  • Loss of existing customers
  • Loss of prospective customers

You’ll also need to account for the cost of managing bad customer experiences – another costly endeavor. By narrowing in on customer experience, you’ll save your company on significant costs.

iGlobe offers an all-in-one solution for your gaming studio: Localization, customer service, social media, and marketing management. Contact us today to take the next step of your journey! iGlobe will work with you to ensure the best user experience for your markets overseas.

Contact us today to learn more!

E-mail: hello@iglobe.ca

Tel:+1 604 355 3023