In this episode, we had the pleasure of hosting Diana Choi, CRM Manager at Playstudios Asia. Diana has been in the space of Digital Marketing since the beginning of her career. Started her first job as a Digital Marketing Executive at HYPEBEAST, which is a global digital platform that delivers news related to fashion, arts, designs, technology, and more. Her primary role was working closely with editorial teams in Japan, South Korea, and France to grow their regional readership through social media, CRM, and SEO. Last year, she transitioned her industry from digital media to gaming and started working as a CRM Manager.

What is this episode all about?

1. Minute 05:48 - Diana tells us all about which tools she uses as a CRM Manager and how personalization is key to engaging players.

2. Minute 8:32 - Diana shares with us how they collect player feedback, by utilizing surveys and Affogata: "Affogata gives an overview of how players are responding to our app, and what's even better, is that you know, as opposed to surveys, we can see responses in real-time. So, we can confidently say that data is unbiased as players already discussing amongst themselves."

3. Minute 11:18 - Diana tells us about a new feature Playtstudios added to their game and how important was to gather and analyze player feedback. together sure the feature is delivering an optimal player experience. They analyze topics and keywords, and they even added a new product feature in the product roadmap according to the players' needs.

4. Minute 14:23 - Diana discusses how analyzing player feedback and sentiment has an impact on retention and how they utilize this feedback in creating real-life rewards for loyal players.

5. Minute 17:32 - Diana shares with us a case study in which they added a new layer to a feature that initially showed a positive spike in players, however, the quantitative data didn't show enough. Qualitative data then showed them how players were not happy with these rewards and therefore, Playstudios changed its strategy.