Both in 2012 and 2013 EA was voted as the worst company in America mainly due to practices like day-one DLC’s, purchases followed by the closure of smaller studios, mandatory use of online passes, microtransactions in their games and the troubled launch of SimCity’s reboot, that required an online connection and didn’t feature any offline modes.
But in September 2013, Andrew Wilson, former head of EA Sports was named the company’s new CEO, what triggered a change of strategy looking to modify the market and consumer’s POV regarding the company, with a focus on the four vectors of brand tangibility: product, environment, communication and behaviour.
When it comes to product, their approach to the way they released games, content suffered adjustments, for example the end of online passes that affected customers that really bought their games, not those who pirated it, the revival of highly praised franchises like Mirror’s Edge, please bring back Skate, inclusion of an offline mode to The Sims 4, an attention to indie games with Unravel’s release, announcement of Fe and EA Originals, a program that looks to invest on indie studios, with the sales going directly to them.
On environment, since we are talking about a company with digital products the manner it is handled is a little bit different, and EA Access is an example of that, instead of trying a game inside a physical space, you can obtain extended demos of the full product, with a nice, modern app which presents games that are about to be added to the vault, demos, when they’ll be available, another case was when during Playstation Experience games were offered free charge, and a modification of their PC platform Origin, offering classic games as gateways to experience their catalogue.
Their style of communication was transformed, with a far more jovial, contemporary attitude and closer to consumers, with a small change to the logo, possessing a more streamlined visual, a unification of the company with the use of only one engine, being the best example EA Play, that represented a departure from E3’s show floor, to a separate event that allowed gamers that otherwise wouldn’t have access to their titles to demo them, bringing them closer diminishing their dependence on media’s opinion, as well as insider programs to games yet to be released, with news from betas and features.
Last but not least, EA’s communication went through an overhaul, going from a stronger bravado to a friendlier company, that cares about eSports, releases surveys about their products and services, targeting on listening to players opinions and a better use of charismatic executives, bringing them upfront, like former Xbox head, Peter Moore, Andrew Wilson and EA studios head Patrick Söderlund, becoming the faces of the company, creating a bigger connection to gamers, like Playstation did successfully.
All these decisions led to a change of vision towards the company, that still makes mistakes like Star Wars Battlefront season pass, but they appear to be on the right track on to becoming a respected and who knows a beloved company to gamers, the catalogue they have, with EA’s sports titles, the Star Wars license and relevant franchises, along with a management that has made the right decisions with satisfying results.