City of Titans takes MMO player retention cue from the hospitality industry

    
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The city in City of Titans is more than a soulless backdrop; to its developers, the metropolis is “a vibrant, living organism” that can mean something different to each inhabitant.

If you are feeling indulgent, you can read the City of Titans team waxing philosophical over the blending of cultures and personalities that will make up this place. The key to making this city feel more like a home than a hotel, the team writes, might be in looking at how quality hotels and inns treat their guests.

“There are the obvious questions,” the post states. “How do we get more people playing? How do we minimize player churn and retain the player base? Are there places that normal games don’t go that we can explore? How thoroughly do we respond to the inevitable customer service issues? It may sound strange to say, but we have a surprising degree of similarity to the hospitality industry in regards to the particular issues we’ll be facing once the city is built.”

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AvelWorldCreator
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AvelWorldCreator

Nevid We have some objectives already mapped out to implement over time. This is because we think they are a good idea but we want a working product out the door first because our backers have been waiting patiently for something they’ve paid for and not just to attract new players. But that ‘s a good point. We are an organization that emerged from a community and we hope to continue to respect our origins. We’ll make all reasonable effort to be responsive.

ZNSinger
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ZNSinger

A Dad Supreme Flimflamberge Damonvile Streamweaver Hey, we’re startled at some of the ones they *do* consider newsworthy. Sure, the alpha character creator, and the video leak, and the accessibility update. But I was very surprised they decided to feature this one.

We’re darn aware we’re not conventionally newsworthy right now, we’re still too early in development for that. We make updates for our backers, who want to hear things from us. We’ve never yet (besides for the KS itself) aimed for news attention. But sometimes we get it anyway. We just take it as a compliment and hang around a few days to answer questions in the comments.

-Shadow Elusive, MWM Community Manager

AvelWorldCreator
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AvelWorldCreator

A Dad Supreme AvelWorldCreator Cool. That’s what I figured you meant in context but your parenthetical statement confused me. I recently took coursework in customer/public relations. We had a major section on ethics. Honesty was at the top of the list.(FWIW, I got my certification and graduated at the top of my class). I know what you mean and have had my share of bad experiences with PR and customer support.

AvelWorldCreator
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AvelWorldCreator

Darth Fez Celestial A Dad Supreme And you happen to be one our better and more active participants, Darth Fez. :) I almost never played WoW except for about an hour of F2P so the Incarnate Trials were fun for me on their own merits. They were consistent with the game story lines.

AvelWorldCreator
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AvelWorldCreator

Flimflamberge AvelWorldCreator dorn2 Yeah, I know. But I wound up feeling like a fifth-wheel. I made sure to notify the teams at the start “I’m new to this and I’m lagging” so they knew what was up. Actually the worst lag that game has is in that chat box. As the guy doing our chat (CoT) I hope to make sure that isn’t an issue for us. We plan on having a separate server for our chats and anything to make it more responsive.

AvelWorldCreator
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AvelWorldCreator

A Dad Supreme Damonvile Flimflamberge Streamweaver We like getting positive recognition, but given the frequency of updates a lot of it can become noise. Knowing this we don’t get upset if no one picks up on some update.

AvelWorldCreator
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AvelWorldCreator

A Dad Supreme Flimflamberge Damonvile Streamweaver Touche’! Actually we have agreed to post frequent updates on a weekly basis as part of our Kickstarter campaign if I recall right. And we try to rotate in-house between departments. So some things are “meh”. It does cause us to split our attention between direct production and “Can we get something for the update?” sometimes. But this is important for accountability to our backers.

AvelWorldCreator
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AvelWorldCreator

wjowski Ciciro AvelWorldCreator Streamweaver It is all volunteer and we haven’t even spent half the money. We’ve been very frugal with what our investors have given us. But in this case our model was outsourced – if we lack in-house knowledge we do that. Additionally several of our team members have been paying for stuff out of their own pockets and not asking for compensation. We want this to happen.

Darth Fez
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Darth Fez

Celestial A Dad Supreme These kinds of decisions will always make some players unhappy, but they’re the kinds of decisions a developer has to be willing to make. Can’t please everyone all the time, and all that. For some the resistance to such content is not just about the mechanics/teaming requirement. Their problem with the Incarnate content was that now their characters are suddenly no longer “complete”. So, even if CoH had had a more robust system to unlock Incarnate powers while soloing, some people would still have been opposed to the content in principle.
Along those lines, there’s already been a lot of debate on the CoT forums on the topic of group vs solo content.

A Dad Supreme
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A Dad Supreme

Damonvile A Dad Supreme Flimflamberge Streamweaver
Just answering questions listed above from a player’s standpoint.
They can apply where necessary.
Or not… /shrug