Your Game is a Service Business

My latest opinion piece is up over at Inside Social Games.

Here’s a taste:

But whether it’s what we play, or how we play it, some companies are beginning to figure out that even though they are now directly responsible for dealing with their irate customers, that relationship is becoming as important as the product itself, and that if you treat them with respect, and give them what you want, it’s possible to thrive, even while other people are claiming that the apocalypse is just around the corner.

Businesses as diverse as Netflix, Vivendi, Steam, and iTunes all managing to make a tidy profit by defining their core of what they do around an ongoing relationship with the customer rather than simply focusing on the end profit, or trying to use DRM to redefine their software so that they can get back the control they’ve “lost”

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