Boost Player Retention Through Smart Community Management with Tim Smith

Build Early, Build Loyalty

Tim emphasized something many teams still miss: community building shouldn't start at launch, it should start at first prototype. Studios that loop players in early gain loyal advocates, uncover hidden UX flaws, and build trust that pays off later. As Tim put it, “The players you get in early NextFest demos? They become your sales team.”

Steam’s NextFest and early access programs provide natural entry points to get feedback, but success depends on what you do with that feedback. That’s where many studios drop the ball.

From Chaos to Clarity: Making Sense of Feedback

Players are giving feedback constantly, on Discord, Reddit, X, TikTok, and more. But let’s be honest: most teams aren’t set up to make use of it. Data ends up siloed, scattered, or ignored. Tim shared how COHEZION's platform turns community chaos into clarity by summarizing discussions across channels and surfacing trends before they explode.

It’s not just about raw volume, it’s about understanding what’s being said, when, and where. For example, if players keep complaining about matchmaking lag but no one logs a formal bug, you might miss a massive issue. With automation and AI, studios can see these trends as they form and act quickly.

Automation Isn’t the Enemy…It’s Your Safety Net

Let’s talk burnout. Tim didn’t sugarcoat it: today’s community managers are expected to be social media experts, live ops coordinators, analysts, and customer advocates, all rolled into one.

That’s not sustainable. Tools like COHEZION let teams automate the repetitive stuff (like triaging feedback or logging bugs), so CMs can focus on what they do best connecting with players and guiding the narrative.

Bonus? It makes your team more scalable. One person can manage what would normally require three, all without compromising player experience.

Feedback Loops: Don’t Ghost Your Players

One of the most underrated aspects of community engagement is closing the loop. Tim’s own frustration reporting a bug in Path of Exile (and never hearing back) was part of what inspired him to start COHEZION.

It’s a simple fix: if someone submits a bug or suggestion, keep them updated. Even if it’s just a “we’re looking into it,” it matters. It turns a one-off submission into a relationship. As Tim says, “Let people know their effort wasn’t wasted.” That’s how trust is built, and how churn is reduced.

The Modern CM: Not Just a Patch Notes Poster

The role of a community manager has evolved. It’s no longer just about memes and moderation. Today’s CMs are strategic operators who influence product decisions, manage sentiment, and surface insights to the dev team.

But here’s the catch: if you’re not equipping them with tools to actually do this, you’re setting them up to fail.

Studios need to recognize this shift and invest in the systems that allow community managers to thrive, not just survive.

Final Thoughts

Tim’s core message is clear: community-driven development isn’t optional; it’s essential. The earlier you engage, the more resilient your game becomes. And if you’re not leveraging community data intelligently, you’re leaving value on the table.

Whether you're a solo dev or leading a franchise, building a smarter, more scalable community starts now.

👉 Want more insights? Listen to the full episode of Player Driven featuring Tim Smith of COHEZION.