Customer engagement is not just about promotions – it’s about creating habits. Nir Eyal’s book “Hooked” provides a framework that explains how products keep users coming back. For CRM managers in iGaming, these principles are highly relevant when designing retention strategies.
Trigger: players need a reason to come back (notifications, events).
Action: the simplest possible step (e.g. one-click bet, instant bonus claim).
Variable reward: players respond better to unpredictable, exciting rewards.
Investment: the more effort they put in (e.g. loyalty tiers), the harder it is to churn.
Applying the Hooked model in CRM helps to build long-term engagement. In upcoming posts, we’ll connect this framework to real iGaming case studies.