It's a Bird, It's a Plane!

Super-Fans

Most games have them. All successful games do. The Super-Fan. The 1%ers. The folks that are REALLY, REALLY into it.

Super-Fans build fan sites, some so elaborate they rival (or best) the publisher's site.
Super-Fans participate in on-line forum discussions, chats, and blogs. If the publisher doesn't host such things, the super-fans start their own.
Super-Fans buy EVERYTHING, and often more so their friends (or local deserving kids) can have your game too.
Super-Fans volunteer at conventions and run local events. (If you help them, sometimes even if you don't.)
If your Super-Fan owns a store, it's probably a top seller of your game. (With Clout, the stores where the managers/owners loved the game sold piles of chips. Unfortunately, there weren't near enough of those stores!)

At the Tangled Web, Clout tournaments were huge. The manager was a super-fan.

The key to getting the most out of Super-Fans is to understand why they are Super Fans (beyond you're game being awesome, I mean.) Like most people, they like being a part of something, and you're lucky enough that they chose you're game community to be a part of. What do they want in return?

Stuff? Sure, but not really.
Appreciation? Yes.
Recognition? Absolutely!
The inside scoop? Hells Yes.
Super-Fans want you to know who they are and they want to be a part of what you're doing.

Everything you can do to make being a super-fan an easier thing to be, will pay dividends. They'll have an awesome time, you'll sell a lot of games. In the game industry it means having communities tools in place. It means having customer service and/or organized play people that communicate two-way. Super-fans put forth extra effort. It's your job to recognize that. Shouting at them through boilerplate, press releases, and ads is NOT communicating. That sort of thing is for the customers, maybe the regular fans, NOT the Super-Fans.

Are Super-Fans worth it? Of course. Even if you're really into the games you're making, they're more into it. With TCG's, the average Super-Fan knows more about the games than the average employee at the company publishing the game (a fact many Super-Fans I've met don't like, but hey, it's their passion vs. our job!)

Also, Super-Fans are awesome to hang around with at conventions!


-Adam!!!

Fanatics, gotta love 'em!

Fans

It's likely that fans are your most important customers. Unlike normal customers, who may like your products and may purchase again, fans DO like your products and WILL purchase again (assuming you have other products to purchase.) This is great news, but they still need care. Special care, at that.

Fans understand you and your products. They assume you understand them in return. This may or may not be the case, depending on whether or not you stumbled across something they like (luck) or sought them out (strategy.) If you lucked into a successful product that gathered an unexpected fan-base, you better listen extra close to what they say. The chance of that luck holding out is slim. If you've gathered your fan-base with successful strategy, chances are you're more in the ball-park, but you still better listen to what they say. Listen, and act where you can based on Fan input.

Fans, unlike normal customers, have an emotional investment (as well as financial) in your product and/or company. Your success reflects well upon their choices, so they want to see you succeed. They also want more of whatever it is you do, because they like it. It's all good.

If you don't succeed, some fans will turn on you (regular customers don't care enough to), which is part of the emotional aspect of fandom. Working for Wizards, we canceled a lot of products, and it was always rough. When Clout ended, I was totally surprised at the positive reaction from our fans. They were upset, of course, but unlike Wizards fans, Clout fans knew we didn't have choice about whether to keep kicking the Clout horse or letting it go. It's not mindless emotion, gamers are smart people. Treat people right and it you'll be surprised how it comes back to you (often in unexpected ways!)

As I've written before (Viral, Hardcore, or Vanish), if you've sold any games at all, you've always got fans. When you're struggling, all of your customers are fans. They're often the first to arrive (early adopters) and the last to leave. If you have enough fans, you're bound to succeed, even if your game is never a huge hit.

Because fans are so important, and such a powerful part of your customer-base, I think it's essential to communicate to normal customers how they can become fans. Reward them for fan-like behavior. Make being a fan significantly cooler than being just a customer. I don't know how, exactly, it's YOUR game. =-)

Next: Super-Fans

-Adam!!!

It's a Bird, It's a Plane...

...it's SUPERFAN!

What is a super-fan? In the gaming community, it's a fan who enjoys the game in a way that transcends the casual. If you are a publisher, the more super-fans you have, the more likely your game will succeed. They aren't enough (you need casual fans, too) but cultivating them is essential. How does a fan become a super fan? They simply have to want to be. That's it.

Publishers don't define super-fans, they define themselves. While publishers can't define them, it is fairly easy to identify them through customer programs like organized play, volunteer programs, and fan clubs. Once you've identified super-fans, then it's time to take care of them.

• Recognition - This is the big one. Let your fans know, in as personal a way as possible, that you know them and appreciate the investment they've made in you and your game. It is both the easiest and most important thing you can do. Note that bribery in the form of free stuff is expected more than appreciated. Send the freebees, people do love it, but don't count it as recognition.
  

• Promos! - Super-fan only play, promotional items, web-content. This is tricky. The harder you make access to special content, the more special it will be. On the other hand, if you make it too exclusive, you won't get enough ROI to be worth the time it takes to create. Start small and build. It's always easier to add special content than to take it away.

• Geek ON! -Opportunities to show off. Anything that'll let a super-fan get his or her geek on is a good thing. It strengthens the relationship between you, them, and the rest of the world. Web 2.0 is the ultimate Geek ON! tool. Don't fight it. Grow it, love it and it will grow and love you back!
  

-Adam!!! (Battlebots super-fan)