Last week, I posted an article about Steam, the social gaming platform by Valve Corporation. In this week’s post, I’m going to delve a bit deeper into Steam’s website, its downloadable gaming platform, and mobile app, and talk about the push and pull tactics leveraged by these channels and others.
First, I should mention that Steam’s homepage and its desktop app’s homepage are identical twins. The website and its downloadable counterpart, the latter of which supports access to games in case the user is offline (or has no Internet connection), both feature the same headlining sales, deals, and updates. These notifications refresh daily and weekly, and are arranged into various categories–the big sales are centered on the page, the weekly or weekend deals are usually arranged in the top right corner, daily deals are normally just below those, and so on. In other words, there are a variety of easily-located sections right on the home page that are frequently updated, and on different (but regular) schedules.
Surprisingly, for a consumer who’s never heard of Steam, it’s probably not easy to find the service through a standard search engine query, and this means Steam isn’t generating a lot of pull via online searches. Results for “digital games”, “online gaming”, and other search terms tend to result in ads directed at GameStop, BestBuy, and other brick-and-mortar retailers. However, as I mentioned in last week’s post, Steam has found an interesting workaround, and I’ll get to that soon. Where Steam really begins to succeed in its pull strategy is within its own platform. It’s difficult to think of every feature that helps achieve this, so I’ll stick to the highlights.
Here are some of Steam’s best and most unique pull strategies:
- Customized home page and purchase recommendations. Once a customer begins buying games on Steam (which requires a quick and free membership sign-up) Steam begins tracking tags associated with
purchases, store browsing trends, and other user behavior. When that user is signed in, the homepage changes to display games and sales of interest to that particular user, and explains why it made those recommendations. Additionally, it tracks what a user’s friends are buying and playing, and makes suggestions based on other users’ recommendations and reviews. It goes even further still, letting a user know which of their friends has bought or also wants a game the user is viewing in the storefront. But that’s not all. Steam also recommends search tags you should use in the future, based on your interests. Steam’s homepage becomes your homepage. It greets you as if it’s the cliche bartender who has your drink ready before you even pull up a seat.
- Tradeable and sellable digital items. This one’s pretty interesting. Steam continually creates digital items that are collectible and available to users who frequently use the platform. The type I specifically want to mention are Steam Trading Cards. Players can earn digital trading cards by playing
games they own (if the game supports the feature). Complete sets of trading cards can be “exchanged” for special upgrades to a user’s account or profile, i.e. access to special characters in the chat window, special buttons or stickers to display on the user’s profile page, bragging-rights style achievements, and so on. It’s a decent pull strategy that reinforces engagement. However, what’s more enticing, in my opinion, is the option to put unwanted items up for sale in the Community Market. Some users don’t care about account upgrades, and can instead sell their collectibles for spendable cash that deposits straight into their Steam Wallet. This makes it possible for users who are active enough to get more games at an added discount or even free. Building up free funds promotes exclusively shopping with Steam and engaging more with the platform. This feature alone, as Nelson Xalavier at Gamasutra puts it, creates a kind of addicting game in and of itself, and “[if you] look into the depths of Steam Trading, [you’ll] find a brilliant ecosystem formed around the unique quirks of the Steam platform.”
- Visibility in competitors’ storefronts. I mentioned this in last week’s post, so I’ll keep this brief. Steam’s biggest competitors (BestBuy, Gamestop, Walmart, and Target) have struggled to keep up with a consumer shift in favor of the sale of digital games as opposed to physical. Consequently, they’ve attempted to boost sales by selling Steam Wallet Codes in their brick-and-mortar stores. So, although Steam isn’t winning the Google search race, it’s made itself discoverable within its competitors’ stores, and is ready to be seen by a consumer base that, more and more, is developing a preference for digital gaming, but may not know its options.
Now let’s examine some of Steam’s best push strategies:
- Direct notifications. Steam makes use of a popular, effective, and well known strategy–simply, sending email and mobile alerts that keep registered users up-to-date on the latest daily and weekly sales, news, holiday specials, and other announcements. Users also receive alerts when products they’ve followed, liked, or put on a wishlist go on sale or receive a price drop, and when their friends send them gifts or a request to trade special items.
- The Steam mobile app and desktop app. Steam not only has a website that caters to each individual’s needs and preferences, and provides a social platform for gamers, it duplicated that service and encourages users to install it on their mobile device and PC or laptop.
Steam makes itself accessible no matter where the consumer is, and continues to
actively alert and update the user. The
desktop app even has its own special news update pop-up that appears when users first sign in to Steam from their desktop; it provides a slideshow of the top five updates of the day, typically the biggest sales or announcements of the most anticipated upcoming games (which Steam makes available for pre-order).
- Steam Greenlight. I saved the most interesting for last. In recent years, there has been a surge of new and independent videogame developers and studios. As in book publishing or the film industry, it can be difficult to get “indie” projects off the ground and into the hands of big distributors. Steam answered with its Greenlight feature. Greenlight hosts the works-in-progress of indie artists who want to garner support for their games from consumers and a distributor at the same time. Greenlight allows indie developers a chance to showcase the work they’ve done and talk to the community about what their plans are for their projects. In that regard, it mimics crowdfunding (think Kickstarter or GoFundMe), but without the financial endorsement feature. If a project gets enough positive Steam community response and the devs “donate $100 to a charity” (Hendricks), Steam will distribute and sell the finished product. I consider this a unique push strategy rather than a pull, because Greenlight actively petitions for community participation in deciding which new indie games to bring to Steam. The imagery on Greenlight’s page works as a good call-to-action (“Vote!”) and aids the push. The game development process isn’t often something consumers get to participate in meaningfully, and it’s a free feature that encourages users to engage with the industry beyond purchasing its product or sharing reviews.
Steam’s website, desktop app, and mobile app are littered with features designed to keep customers coming back, and those same channels do a great job of keeping the push and pull cycle going. If the brand could improve anywhere, it’s in two distinct areas. One of these I spoke about in last week’s post. There does exit a Steam Support team (here’s their Twitter), but its track record is nothing to be proud of. Valve has recently begun to answer for this failing and is making changes to Steam’s services that will hopefully correct this, such as modifying their returns policy. For now, users have to wait and see how much effect these changes have. The second weakness is the lack of pull marketing outside of Steam’s own website and apps, and its borrowed space in its competitors’ stores. It’s not a bad way to pull offline, but that tactic needs some basic online reinforcement–some good SEO would be the best place to start.
Hendricks, Dustin. (2015, August 26). Gamasutra.com – “Launching Steam Greenlight & KickStarter: One week in, top 25, and 50% funded”
Nelson, Xalavier. (2015, August 31). Gamasutra.com – “Endless Steam–How I Found Valve’s Greatest Game”