The Admins and I, and along with the whole of Team CC, have discussed some of the insights and critiques gleaned from this topic (and others similarly related).
I've grouped some similarly themed posts and thoughts together:
Professionalism, Customer Service, and Marketing
- Post 1, Post 2. CC is not professional enough (I.E. Volunteer based business) to grow dramatically. CC also needs to consider replacing or supplementing additional management.
- Post. CC at times smells of hobby-website. Instead, CC should strive for something like http://www.chess.com/ .
- Post 1. CC's management can do better address User Suggestions that have waited for years or have dramatic backing. By not addressing these fully, CC can't grow the market and may potentially drift out-of-touch with Customer Base.
- Post. The webmaster should listen to Mapmakers / Tournaments / Clans [Community Created Content] more, since they are a core driving elements of the Community and the website in general.
- Post 1, Post 2, Post 3. The problem isn't effective marketing but effect customer service, especially in regards to webmaster coding and feature updates. User Interface can be dramatically improved, and functionality can as well. "Partial Updates" instead of full blown and worked out features or updates with more than one item can be trying on an eager and hungry Community.
New User Impressions, Retention
- Post. First impressions of CC leading to low user retention, in addition to lack of real 'Welcome' info.
- Post 1, Post 2. 24 Hours to take turn initially makes user experience less fun or "what's the point of bothering to check back," leading to lower retention.
- Post 1, Post 2, Post 3. The Community isn't always 'noob' or new user friendly, especially with multi accusations.
- Post 1, Post 2. Rewarding those who help or are polite to new users / noobs should occur; better promotion of the Training Academy.
- Post. Rightly or wrongly, Dice a large contributing factor to both first impressions and ongoing impressions.
- Post. Referral Program can be dramatically improved. Reworking it could lead to better user retention and increased users and sales.
In regards to the 1st Category, we are once again undertaking search for Web Developers. A proper announcement regarding this process, with more details on how it will be done and how the Community will be kept informed and in the loop during it all, is to come. We know that most of the insights and critiques those have about Conquer Club, stem from the core issues of updates / coding, and many can resolved through both more regular updates, and updates that not only address items wanted by the Community but also updates that can grow the Community. We see Web Developers and updates as the "tide that floats all boats."
Additionally, we will be working closer with our own Tech Team, since we know that many of our Team CC Depts. have needs for tools and databases to better serve the Public Community. Specific coding and related projects have also been underway to better utilize the talents we are so lucky to have.
In regards to the 2nd Category, one of the tests we'd like to give the web developers when they are brought on for selection narrowing, is an enhanced referral program re-worked to work with Facebook and Twitter integration (other tests to be expanded upon more in the official topic to come). For example, a referral program like this might allow you to blast your referral to your personal feeds if you have them, in addition to just sending out e-mails. Additionally, an enhanced or at least diversified rewards system away from just solely Premium Membership.
(Moreover, when we have our final selection of web developers, their first official priorities will revolve around the long awaited and anticipated Clans Database, to better serve our Clan Community and Clan Directors, and a proper Account Sitting Feature.)
The above mentioned integration would be a stepping stone to enhanced Social Media integration throughout the rest of the website, possibly including by not limited to: Facebook connect to sign up to CC; quick-finding of one's social media friends on CC; invitations through social media to join games; etc.
Additionally, we're going to investigate ways to both promote the Training Academy more, and ways to make Conquer Club more newbie friendly, such as reviewing and enhancing the documentation and Training PMs that are currently sent out to new users upon various milestones.
These are just a few things, but I wanted to share something concrete with you all, since you helped spur this excellent discussion.
Additionally, since there has been some inquiries into stats, I thought I would share some of the stats I've been keeping as Community Manager. Stats for August I'll finish completing next week probably, and can update everything then: