It takes a lot of effort to gain a customer's loyalty. And once you've brought someone into your gaming platform, you want to keep them. As a result, customer retention is a critical key performance indicator (KPI) for all businesses to track, improve, and expand upon.
In this article, we'll define customer retention and discuss the importance of customer retention in the iGaming business. We'll also show you four strategies for long-term customer retention.
What exactly is customer retention?
Customer retention refers to a company's ability to keep customers returning for repeat purchases. Retaining a customer's business indicates that a company's product, service, or brand is appealing enough to an existing customer to keep them instead of switching to a competitor.
Why is customer retention necessary?
Nobody wants to lose a customer, but how critical is a high customer retention rate?
According to data compiled by Harvard Business Review, onboarding a new customer is 5x to 25x more expensive than retaining an existing customer. Profits can be increased by 25 to 95 percent with a simple 5% increase in retention rates. These data points make a lot of sense when you think about them. When you increase customer retention, you save money on marketing, sales, customer training, and all other customer acquisition costs. Furthermore, customers who stay tend to be satisfied with your product or service, making them walk billboards for referrals.
Moreover, most of the revenue for the iGaming platforms comes from loyal customers. Hence taking advantage of customer retention is very important.
4 successful customer retention strategies
What does it take to improve your retention rate from below average to a healthy pace that benefits your balance sheet? Here are a few simple but effective customer retention strategies:
1. Retain customers by providing a simple onboarding process:
Most customers will return to their first experience with your brand after receiving a new product or service. If positive, they'd be more likely to stay. A good onboarding process can set you up for long-term success. It should be personalized, hands-on, and aimed at removing friction.
Read more on Best Player Onboarding Strategies for Smooth Conversions on Gaming Platforms.
2. Keep your gaming products and services at the forefront of your mind:
You cannot cease marketing because they are already your customer. You must stay top of mind in today's marketplace. You can accomplish this through a variety of customer retention strategies. Weekly email newsletters, social media contests, and high-value content creation are viable options. Read more User Journey in Retention Strategies for Online Games.
3. Recognize and reward loyal customers:
If a customer does not feel valued, it only takes one mistake or a "better opportunity" with a competitor for them to abandon the ship. Therefore, it's critical not to take your loyal customers for granted. Instead, reward them for sticking with you.
If you measure loyalty by how long a customer has been with you, consider sending bonus gifts at crucial intervals. Setting up a loyalty program is another option.
4. Use OptiKPI:
Using OptiKPI as your marketing automation software in the gaming industry ensures long-term success. Because competition is at an all-time high, make wise decisions to stay ahead of the game. Your player data will assist you in expanding your business. You can analyze campaign outcomes like a pro with OptiKPI’s advanced analytics dashboards. Create a 360-degree view of each participant to determine what works and doesn't in marketing investment.
The No. 1 customer retention platform for iGaming industry is OptiKPI. After using OptiKPI, the client’s revenue increased by more than 30%, and team productivity increased by 60%. Through superior customer data in real-time, their platform allows you to optimize your marketing and reporting, increase team efficiency, and streamline compliance.
To know more about OptiKPI, book a free demo https://www.optikpi.com/scheduledemo
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