Understanding platform strategies for consumer stickiness on OTT platforms

Gurpreet Kour · Bhavika Chhabria

34 citations0/0 files storedJournal of Indian Business Research

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Legal Systems and Institutions Customer Service Quality and Loyalty Digital Platforms and Economics

Abstract

Purpose Extant literature in Video on Demand (VoD) has taken the consumer perspective; however, the stakeholder perspective is largely neglected. This paper aims to fill this gap by understanding the strategies to enhance the experience and engage customers from the supplier’s point of view. The purpose of the study is to identify and analyse strategies adopted by over-the-top (OTT) platforms that ensure consumer loyalty in the VoD space. Design/methodology/approach Using a qualitative approach and inductive qualitative design, the authors interviewed 16 industry experts associated with OTT platforms in India and people handling various marketing-related positions. Data collected included topics related to industry landscape, the value created for a customer, consumer experience, engagement and platform stickiness. Thematic analysis was used to find meaningful semantic elements. Findings This study has found that consumer experience, content differentiation, consumer sense-making and engagement and platform extension as value enhancers as the key strategies been adopted in the Indian context, thereby leading to a platform’s stickiness. Research limitations/implications This research offers insights to policymakers of content, digital platforms, media practitioners and managers that are drawing consumers influenced by platform strategies. Practical implications This research provides insights to content policy makers, digital platform leaders, media practitioners, and managers who are influencing consumers through platform strategies. Social implications The research could help entrepreneurs and marketers understand the perspectives of stakeholders in the VoD industry in India. Originality/value The study encourages researchers to explore the concept of stickiness, which may or may not be equivalent to loyalty. It is important to focus on quality, frequency, and regular reminders to help customers return to the same platform in the short term.

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References

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