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IN-DEPTH 1 May 2019
Colossus Bets: How the industry can rebrand
The gambling industry has seen relentless marketing battles; but the brand war can be won – and 2019 is the year to make it happen, argues Colossus Bets CCO Eva Karagianni-Goel
By Gambling Insider

In the Chinese zodiac, 2018 was the year of the dog. A quick Google search informs me the expected personality traits are, among others, persistence and good fortune in wealth. But anyone following the marketing developments in the industry will find it hard to not look upon the market with some irony and see within it a more western interpretation.

From the slashing down of affiliate programmes, to minimising regulatory risks, to the ongoing discussion about self-regulation of TV-advertising to avoid further regulatory action, not to mention the industry’s reputation being at an all-time low in the UK, we sense the end of an era.

Industry heavyweights have long asserted themselves in the marketplace by means of their massive marketing budgets, as opposed to meaningful differentiation. Free bet and bonus promotions have become the epitome of the approach dominating the gaming landscape, where there is an unsustainable race to the bottom that compresses margins and earns nothing for the big spenders.

But even without these immediate challenges, operators seem to have widely missed the mark on what matters most to their most-coveted audiences: the millennial generation and the generations that follow. What matters is brands these audiences can associate with on the basis of the values, not just the products, they represent.

THE MOST SUCCESSFUL GAMBLING BRAND IN HISTORY?

So we are slowly but surely coming to the realisation we are up against a brand crisis. In the past year, I’ve noticed more and more articles discussing the issue of brand loyalty in our industry and what we should do about it. But fundamentally, we cannot talk about brand loyalty until we first establish what a brand stands for. In my view, this is currently the obvious gap for most brands out there.

Just take a step back and think about a brand – any brand, in any industry – you admire. What associations spring to mind? Is it a shiny new product, an amazing service or something more? Whenever I conduct this experiment, the answer is always something more.

To me, Apple is not just the iPhone in my hand – it is also innovation, user freedom and genius design. Amazon is not just my next delivery – it is logistics of the highest order and redefining retail. Disney is not just the latest blockbuster – it is a whole vision of childhood that resonates with children and adults the world over.

Before you get going about the idea gambling is different and won’t allow for such broad associations, let’s look at another example. What is the most pervasive gambling brand in the UK? The one that most people recognise? Is it Bet365, Ladbrokes, Paddy Power? These brands have definitely achieved a lot, but as things stand, the pervasiveness award goes to the National Lottery.

Why? First, because more people play it than any other gambling product in the UK. Second, because whenever I suggest to people outside the industry playing the lottery does in fact amount to gambling, they dismiss me by saying: “Well it’s not really gambling like these other companies and then they support all these good causes.

Boom. Yes, the National Lottery does enjoy a special status, but in my mind, it also owes a big part of its success to not being thought of as gambling at all. It has achieved something we should all aspire to; crossing the invisible genre lines to brand nirvana.

THE REST OF US ARE LEFT TO GRAPPLE WITH A CHOICE:

• Redefine our own brand - this is tough but essential for all the reasons discussed above.

• Redefine the whole industry brand - this is even tougher as it requires common vision and industry-wide coordination; but it can help all industry participants reap positive trickle-down brand effects. As per the discussion about TV advertising, the next phase of responsible gambling and other cross-industry initiatives demonstrate it is not impossible.

• Or ideally, do both - each company needs to find its own voice but no company is an island, especially in the context of an ill-reputed, often misunderstood industry. There are definitely signs of a shift in attitude. Several brands are explicitly targeting the sports fan vs the sports bettor, taking a ‘for the love of the sport’ angle in their campaigns. Betway’s recent appointment of Saatchi & Saatchi as its brand agency is a strong signal of looking beyond gambling for inspiration. But it’s still early days and branding efforts will need to venture much further, challenging not just the creative but also intellectual capacity of brand executives.

There is still no recipe to speak of, but here’s what I believe will be the main ingredients of this emerging new brand order:

• An industry expert recently claimed gaming needs to aim to be like the alcohol industry rather than the tobacco industry. Even though this is a useful metaphor, especially in urging us to think about what to steer away from (tobacco), we should aim even higher than the lifestyle-driven branding characterising alcohol and move more definitively towards purpose-driven branding.

• A concrete demonstration should be shown via your product and marketing efforts that you actively represent at least a subset of your customers’ values, passions and interests. Practically speaking, this may mean embracing brand collaborations in areas so far unseen in our industry. At Colossus, we’ve been expressing our vision, in terms of making sports bigger, for a while now. But lately, we’ve also been talking seriously about other experiences and causes we can amplify with our involvement. Our Nordic partner, Paf, has shown the way here by taking a stance not just in responsible gambling, but also broader social responsibility and has been making a difference to its locality and beyond for years.

• Long-term commitment to the new brand that extends beyond this season’s content strategy will effectively translate into a long-term rebalancing of ATL and BTL channels to propagate the new messages and support the new brand ecosystem. Perhaps TV advertising does not need to go away at all, but just needs a new narrative.

NOW FOR THE DISCLAIMER

When Hanneke Faber of Unilever recently proclaimed “the brand manager is dead, long live the brand activist,” criticism quickly emerged. Some of it highlighted the fact purpose is not the only way to make a modern brand successful.

In fact, for some brands, it may not be suitable at all. I would encourage any executive who carries brand responsibility to pay heed to the criticism and formulate a holistic brand strategy that works for their offering. But at the same time, I cannot think of a better place to put Faber’s mantra to work than our morally and otherwise challenged industry.

It may not be a silver bullet but it can certainly act as an antidote to the current void. The time is now to move to positive, honest and assertive brands - or risk brand irrelevance for good. We don’t have long – but we do have a great opportunity to take our brands from enfant terrible to enfant bien-aimé.
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IN-DEPTH 4 September 2019
Virtual reality: Creating next-gen experiences for players

Singular CEO George Shamugia discusses a new revenue stream for casino operators

The competition in online gaming is intensifying, with players becoming more and more demanding. In some markets, single-customer acquisition costs can reach up to €400 ($440) alongside growing churn rates. Furthermore, the online gaming sector struggles to attract one of the most lucrative groups of players – millennials. The experience provided by casinos no longer appeals to the younger generation.

On  the other hand, the video gaming industry perfectly understands the needs of millennials and by introducing elements of luck in their games offers the best of both worlds. With the launch of loot box systems and Grand Theft Auto’s in-game casino, we have seen their first successful steps in targeting the online gaming sector. GTA V online, with 33 million active players, recently opened an in-game casino, where players gamble real money on games such as poker, roulette, slots, etc. As a result, churn users returned and GTA Online reached the highest number of active players since its launch in 2013.

The online gaming industry has almost fully utilised the potential of the mobile medium. The time has come to look for new, innovative ways of delivering a next-gen experience to customers.

The potential of VR

Could the next big thing for online gaming be a fully fledged virtual reality (VR) casino delivering an immersive experience and limitless new opportunities?

Although not widely adopted yet, VR has a sizable number of customers. Analysts predict it’s poised for explosive growth to become mainstream in about five years. According to market intelligence firms, the VR market will be worth $117bn by 2022, and according to Juniper Research bets made through VR will reach $520 billion by 2021. Upcoming 5G mobile network technology will propel VR’s mass adoption by allowing the development of fully portable untethered and affordable VR headsets.

Different level of social interaction

The captivating nature of gambling comes from its social aspect. Unfortunately, personal interaction is widely missing from online gambling sites. VR technology creates multiple opportunities to bring back and even enhance that social moment. The ability to connect with other players is one of the main reasons behind Fortnite’s popularity. This form of co-experience is the next generation of entertainment. Research conducted by Facebook has found participants spend more time on VR compared to any other medium. This directly translates into increased profits for casinos.

Pokerstars has made efforts in this direction by implementing Voice UI. Instead of using hand controllers to make a call, pass, or raise, players give voice commands.

Another opportunity for bringing in the social element are the players’ avatars. They enable players to build their identity reflected in the avatars’ appearance, but also the avatar's social, competitive and community status. For instance, players are willing to pay real money for virtual drinks at the bar. Operators can offer these social touchpoints for free to VIP customers as an act of appreciation.

VR also brings a new dimension to customer support. Customer support can also be represented with avatars to assist the player in person. The social moment increases the LTV of players and contributes towards lower churn rates.

Rethinking game design

VR is a way more capable medium than a 2D mobile or desktop screen. Instead of copying the existing online experience, games must be redesigned from the ground up for a competitive advantage with VR. For example, a VR slot game can become fully immersive by teleporting the user into the slots’ world of Ancient Egypt. Next, enrich the experience with high-fidelity graphics, realistic spatial sounds and animations. When betting on virtual race cars, the user can be teleported inside the car he/she made a bet on and experience the race firsthand.

New revenue streams

VR casino lobbies create new revenue stream opportunities: ad placement of brands on the venue walls, company logos decorating the bar etc. This kind of branding is not intrusive in the VR space and feels natural from the user's perspective. VR also gives users the ability to change venues from a Las Vegas casino today, to Macau or even Mars casino, the very next day. The dynamic and diverse experience increases retention rates.

The majority of profits for online gaming operators come from their high-roller players. Although they represent a small subset of active players, an operator can launch a separate VR casino brand for them. Providing exclusive VR gaming experiences to high rollers/VIPs, the operator can minimise churn and maximise VR efforts for these player demographics.

The catch with VR is to focus on quality, rather than scale. The target audience might be limited yet, once these players experience it, they will become ambassadors for your offering.

Surely, the opportunities and possibilities offered by the VR medium truly exceed anything offered by mobile and desktop. VR is a new frontier not just for gaming but for every industry, and it’s exciting to see where it takes the industry and what kind of innovation it brings upon us.

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