Gaming Juggernauts Are Finally Listening!

Gaming Juggernauts Are Finally Listening

 Yes ladies and gentlemen, the big, brash companies that think they can dictate to gamers what they want with little regard to anything else have finally learnt they can't. I'm not just talking about the E3 backlash that Microsoft received, but it also seems it has had a knock on effect with other companies reacting too.



Customer service economy

Believe it or not, customers have a bigger choice than ever and it is up to companies to stand out in order to receive their custom. More importantly, people demand companies that care about their customers and aren't just seen to want that big wad of cash consumers get at the end of the month. Organisations around the world are employing customer service specialists to improve their overall offering and as a result, improve customer retention.

                 Customer service consultancies such as ShankmanHonig have been sprouting up in 2013





Maybe we got it wrong

Microsoft's success truly went to their head. Being market leader gave Microsoft the temptation to start milking the industry for what it's worth with the Xbox One. They thought,  ''The market love us and we can do what we want'', Wrong! We all know how E3 went. Everyone was gobsmacked - ''how could Microsoft be so arrogant!'', they thought they could get away with it. What they didn't realise is that the gaming community is one of the largest online communities, and one of the most passionate. The gaming community were baying for blood. Customers want to be appreciated, not taken for 'mugs', Microsoft were scared, they had made a huge mistake.


We're Sorry



Since then, Microsoft have done all they can to reverse the massive amount of damage they caused to the Xbox brand, and to be fair to them they have been quite transparent about it. The list of changes are as follows:

• Used games allowed
• More powerful GPU
• Doesn't have to be always online
• You don't have to use Kinect

So Microsoft have tried to rectify all the negative points regarding Xbox One. But let's not kid ourselves, they still have work to do. They have created a base to work on and now they are starting to create goodwill within the gaming community. In August, Microsoft Studio's CEO Phil Spencer stated that their changes on the Xbox One are part of a "two-way conversation we have with our customers". There you have it, Microsoft are clearly stating they made a mistake and are working on providing better customer service. Recently, Microsoft have said they would offer indie game studios free Xbox one development kits - good PR that will appease the gaming community. If Microsoft can keep this going and become even more transparent with it's customers, they could be starting to turn over a new leaf.


EA Too!?

EA also seem to be pushing forward with a PR push to try and build a bridge with their consumers. EA's origin service has continually been found to offer abhorrent customer service and the gaming community generally see EA as one of the 'bad guys'



One of  the 'famous' EA online support chats.


In recent months however, we've seen EA act in ways that have surprised the gaming community.
Recently, EA participated in the Humble Bundle sale which gives consumers a selection of games in exchange for a donation of the persons choice.







EA offered all these games for charity, with EA potentially receiving nothing from them


Firstly, you have to applaud EA for this, over $10 million dollars were generated for charity and many gamers agreed that it was the best humble bundle to date. EA also launched the 'Great Game Guarantee' which allows people who download digital titles on Origin to return the game within 24hours. What this shows is that they are trying to create a better brand image.

The gaming community can hold a grudge for a long time, but with EA finally reacting and trying to build bridges with their customers, they are heading in the right direction.


So, have they learned?

So, it seems the gaming juggernauts have finally learned, you can't keep milking customers for all their worth, offer shoddy customer service and expect to get away with for years to come. Given the chance gamers will boycott. The arrival of the new console generation provided the perfect opportunity to do this. PS4 was a much more attractive option and as such, people saw it as a perfect time to jump ship. I think it woke up the gaming juggernauts and they finally realised - 'if we want to be here in the long-term, it's time to start taking our customers seriously.'


Do you think things are changing, or is it simply a PR stunt from these gaming giants? Let us know in the comments.

Why the Wii U price is spot on, for now.

The price I'm taking is from the US confirmed price for the black Wii U: $350.

I am not counting the cheaper 8gb white model because Nintendo as with other companies, release a lesser SKU to try and highlight the more expensive SKU's value. For example, why buy the white Wii U for $300, when, for $50 dollars extra, you can have the better model. It's a simple marketing trick that has been used for a while now.

Lets breakdown the cost. Bare in mind these figures are not 100% accurate. 

• $100 dollars for the controller 
• $250 for the actual console

The black $350 Wii U

As of today, the 250gb Xbox 360 will set you back $250 and the 160gb Ps3, another $250.

Now considering the Wii U is slightly more powerful, you can see that the actual price isn't that dear. The console itself is would cost the same as the 360 and Ps3, if it not for their tablet. Nintendo have timed it perfectly. They can benefit from having the most powerful console for at least a year. 

The problem arises when Sony and Microsoft release their new consoles. These consoles will have been announced by this time next year and will be considerably more powerful than the Wii U. Obviously, the price point for these will be higher than $250, try $400-500 for both. The Wii U will be out-dated by then, but as seen with the original Wii, the technology doesn't have to be the best, as long as it captures the users imagination, in the Wii's case, the motion controller.. Nintendo have tried to do this with the new tablet but in my opinion this is not enough.

The price point for me, is perfect. The Wii U will sell well for at least a year. It may start to struggle as the other next-gen consoles come out, but they will be positioned as the cheaper less sophisticated console.

This worked for the Wii and it may just work for the Wii U.

Why is the 3DS struggling?

Let's face it, the 3ds is struggling. Nintendo slashed the price by nearly 40% in July amid poor sales. This has taken the industry by surprise due to Nintendo's usual dominance in the handheld market. In my opinion, there are various reasons behind its poor performance.


Market decline?
With mobile devices such as the Iphone becoming more and more powerful with every new version, developers are flocking to support the device. Combined with the hugely popular 'appstore', consumers have a huge choice in regards to what games to buy. Consumers do not need a separate gaming device now that their smartphone can do it all. The handheld gaming market is starting to become a smaller niche. The 'PSP vita' in my opinion will suffer the same fate. There is no doubt that it will have great games and appeal to the hardcore audience, however where is the value for the casual gamer? Why spend hundreds of pounds on a gaming device when your phone can satisfy the causal gamers desires? There are signs that Sony are becoming aware of this. Sony Ericssons 'Xperia play' combines  a gaming device with mobile phone functionality.

     ( Sony Erricson Xperia Play)


No Support

Another reason why the 3DS is faltering is because of the lack of 3rd party support. Unfortunately it is somewhat of a catch 22 for Nintendo. The poor launch sales means that developers will shy away from developing the 3DS until sales improve. The only way sales will improve is by producing great games. The simple fact is, the 3DS install base is just not large enough. Having said that, Nintendo getting 'Monster Hunter 4' onto the 3DS will prove to be a huge system seller in Japan.


Just another Gimmick?

There is no doubt that the entertainment industry is ramming 3D down out throat. The trouble is, the consumers aren't buying it. Box office takings for 3D films are declining along with disappointing 3Dtv sales, shows that consumers are not taking to 3D as once predicted. Although the option to turn of 3D is available on the new Nintendo handeld, does it really warrant spending money on a new handheld just for improved graphics and a 3D option?



Conclusion

It is clear to see that Nintendo rushed the 3DS. The lack of supporting titles after the launch has made 3DS sales stagnate. Nintendo should have waited until there was significant support from third parties, with games ready to be released in the months after the 3DS launch. There is still time to rectify the situation, however you have to wonder if the market is still as big as it once was. Apple are set to announce their new iPhone and it will be interesting to see if one Apple's main focus is promoting it as a gaming device.