It is now time to deliver the project to the client. The preliminary stage of development is over, and now, the real challenge awaits. Whether or not your project is successful largely depends on how you handle addressing diverse audiences, fixing unintended problems, and delivering the product itself. The video game industry is a great example of a customer-driven business style that improves itself based on customer feedback. The developers are constantly fixing bugs and creating new in-game content to encourage people to continue playing. Pretend you are developing the newest Star Wars video game. So far, you have programmed a fully-functional game, mass-produced copies of it, sponsored trailers, and filled every major retailer’s stores with your product. Now, the question is: will it sell?
Again, this largely depends on how the product is handled. Understanding buying influences, the reasons that a consumer would buy something, is vital to a customer-oriented company (Shapiro 3). In other words, who would buy your game? Obviously, the majority of consumers would comprise of the existing Star Wars fan base. Within this demographic, a number of them may already be satisfied with their older games. The key to success is to be able to convince this group that your game offers something unprecedented, something so unique and interesting that they just have to buy it.
After securing the majority, the next goal would be to try to appeal to diverse groups to reel in new fans and customers.
Let’s be honest: of all these people shown above, how many people are actually going to buy your game? My guess is just as good as yours. I’m going to be generous and say that among those 35 people, 15 of them are Star Wars fans. Remember: the majority of the consumers will be Star Wars fans, but it doesn’t mean all of them will buy it. So we’re looking at about eight people buying the game in a very favorable situation. It would take nothing short of a miracle to convince everyone to buy it, which is why the focus will be on the fans.
On opening day, two people buy your game. Both of them are dissatisfied with the numerous graphical glitches in the game. As a developer, it is important that these problems are handled right away by aggressively researching public opinion (McMinimee 6-5). Now that the issues are taken care of, your two customers are impressed and spread the word that the game is excellent. The rest of the fans are delighted and buy the game, which becomes a success. As shown by this extensive explanation, a customer-oriented strategy allows for improvement.
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McMinimee, J. C., Schaftlein, S., Warne, T. R., Detmer, S. S., Lester, M. C., Mroczka, G. F., … & Yew, C. (2009). Best Practices in Project Delivery Management (No. NCHRP Project 20-68A).
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Shapiro, B. P. (1988). What the hell is market oriented?. HBR Reprints.
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