LATAM: Moment of Truth Strategies in iGaming

In this new edition, we will discuss strategies to create moments of truth in online casinos in the Latin American market to impact customer retention directly.

What is a Moment of Truth?

According to the consultancy Latam Entertainment, it is where the retention process originates or loses. It is the meeting point between what your site offers (machines, attention and service) and what your customer expects. This encounter can be positive or negative. If it is positive, it will help retention. If it is negative, it will drive the customer away. Both outcomes will generate experience and serve as a reference in your customers' minds, which they will evoke before a possible future visit to your platform.

The main objective is to generate a positive impact to retain users, creating moments of truth as the meeting point between what the platform offers (games, attention and service) and what the user expects. These encounters allow you to connect the product with the customer's expectations.

Source: https://www.yogonet.com/latinoamerica/noticias/2017/08/28/74298-influencia-del-neuromarketing-aplicado-en-las-salas-de-juego

What Are the Strategies to Implement?

1. Personalised Welcome

The first contact is fundamental. With a friendly and non-invasive tone and a human, warm, and personalised welcome message, operators can make a difference and create a positive first impression.

2. Bonuses & Promotions

Bonuses and promotions are essential to keep players interested. Make sure the terms and conditions are transparent and fair. Some examples are:

• Welcome Bonuses: offer a 100% bonus on the first deposit or free spins.
• Reload Bonuses: incentivise additional deposits with percentage bonuses.
• Cashback: return a percentage of losses to players.
• Temporary promotions: special offers during events or holidays.

Source: https://www.marketingdirecto.com/marketing-general/publicidad/casinos-online-estrategias-marketing

3. Customer Support

Excellent customer service can turn a negative experience into a positive one. Using a human, empathetic, differentiated and proactive tone in brand communications is essential. How you manage the different crises that arise will make a difference in the operation.

Source: https://www.ranktracker.com/es/blog/8-casino-marketing-strategies-that-drive-revenue/

4. Email Marketing

It continues to be one of the most effective strategies for customer retention. Some examples could be these:

• Newsletters: mass mailings with updates, promotions, news, or trends.
• Segmentation: personalising emails according to the user's behaviour and preferences.
• Automation: set up automatic mailings for specific actions and special events, such as birthdays or registration anniversaries.

Source: https://www.ranktracker.com/es/blog/8-casino-marketing-strategies-that-drive-revenue/

5. Educational & Entertaining Content

Educational and entertaining content is used to keep users engaged. It can be gaming tips, strategies, humour, great prizes, improvements and market insights.

6. Loyalty Programmes

The idea is to reward players for their loyalty. Be sure to communicate the benefits clearly and in the appropriate communication channels. You can reward with points programmes or tiers that offer exclusive benefits, products, free spins, tournament entries, VIP experiences, etc.

7. Transparency & Trust

Transparency in all communications builds trust. Ensure that all policies and terms are clear and accessible. In addition, responsible gambling outreach content should be established.

8. Gaming experience

Once inside the site's ecosystem, the user experience will determine whether they continue to play. Here, the quality of the graphics, the fluidity of the software and the variety of games and verticals play an important role, as does the feeling of winning and having fun.

Would you like to delve deeper into any of these strategies?

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Disclaimer:

Latam Entertainment has provided this article for informational purposes and does not necessarily reflect the views of WA.Technology.

Investments in any market, including Latam, should be made after thoroughly analysing and understanding local market and regulatory conditions.

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WA.Technology’s Commitment to Compliance & Social Responsibility

WA.Technology is a dedicated B2B service provider that upholds a strong compliance culture and encourages social responsibility and responsible gaming. Its marketing efforts support its partners in upholding ethical standards, reflecting a commitment to integrity, transparency, and the well-being of the gaming community. WA.Technology encourages safe and responsible gaming environments by offering products and services that adhere to regulatory compliance and responsible marketing.

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