Second Life, Linden Labs, User Base Retention.
[QUOTE=Katt Linden]As we have mentioned previously, tailoring the Second Life platform to make it easier for new Residents to begin experiencing the virtual world is one of our primary objectives moving forward. With that in mind, we’re pleased to announce that Linden Lab has engaged award-winning interactive design agency Big Spaceship as a partner in transforming the Second Life experience.
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[/QUOTE]
WOAH THERE.....
Yes, please, Katt, I have been, for my sins, one of those people, employed by larger companies and organisations, to teach their employees three simple things.
1) A retained customer is worth three new customers.
It is simple logic, the existing customer already knows the system, the costs, the benefits, the methods, the people, the product. They have a good experience working with you and will prefer that, to having to gain all that experience again with another company. Further, the existing customer spends little time balancing your company against the opposition, its often ‘easier’ to stick with what you have, the customer normally does not court imbalance, frustration or the need to see great change. In your jargon, it is a win-win situation.
2) Existing customers will generate new customers.
Call it buzz, hype, anything, but the existing customer base, and the easy way you work with them, is seen right away by new customers trying to find a better customer experience. In other words, they will see how much your existing customers are happy with their relationship with you; they will want to be a part of it. You cannot lose. Treat your customers fairly, happily, promptly and courteously, and the new customers will do all they can to be a part of that experience. Keep your product priced at a level that keeps existing customers, and new customers will want to fall into step very quickly to take advantage of what they perceive the existing customer are enjoying.
3) Simpler and easier communications, wins customers.
It is easy, like you were taught in University, or by the boss of your early Company where you shined, or when you told your own employees, Keep It Simple! When communication is hard, multi faceted, meaningful jargon and complicated ways of saying things, you’re telling people you do not value them. Yes. By being complicated clever, you are setting yourself up to be apart from the people you need most, the customers. If they, for example, want a red doo-hicky, or a green one, let them have one, please, if you try to tell the customer he actually wants a blue thingy-ma-bob, you lose them. Simple. Keep it Simple.
The news media, refer to the over complicated language below, as spin... Its actually quite meaningless and does nothing for you when you apply it to a customer. It means, You have little to say, but like to use clever words. In the old days, it was called smoke and mirrors...
[Quote]... Big Spaceship will be working with internal teams at Linden Lab to research, design, prototype and test web sites and user interfaces that dramatically lower the learning curve for experiencing Second Life.
Big Spaceship will employ a user-centered design methodology to develop innovative solutions for streamlining the complexity of Second Life without limiting the freedom and expressiveness that makes Second Life so powerful for so many people... [/Quote]
Lets re-write that horrible paragraph.. Together...
A company called ‘Big Spaceship’ will be working with us to improve things for new players.
The second sentence above doesn’t actually say anything of value.
It does show one thing that all your customers will see and recognise instantly Katt, you have no idea what to do or say so you fill the space with techno babble. You could have said the entire post in three sentances.
Example,” We feel if we make the start-up time for new players better, we can retain more customers.” We have employed a company called ‘Big Spaceship’ to work for us to help us get it better for new players. We think it will improve things for Second Life, part of Linden Labs.
That’s all you needed to say, dressing it up in spin shows you have lost the ability to keep it simple.
http://rivers-rock.blogspot.com responding to http://forums.secondlife.com
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