Legends' 2nd question: Community Input & Setting Priorities

Legends

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Inherent Marxus Legends
Gaming, especially MMORPGs, have evolved so much since the days of Ultima Online and Everquest.

Back then, game designers and developers created games that they themselves thought people would like to play. Most of these games succeeded at first since that type of gaming (online) was totally new and there was very little competition.

The landscape of online games today is very different. For starters, the competition is quite fierce now with hundreds of online games to choose from. There are many varying strategies when it comes to financing these game's development and expansion. Some games, for example Shroud of the Avatar, are going the route of crowd-funding, while most have used the Subscription model, such as World of Warcraft or Final Fantasy XIV.

While it is true that a quality MMO that has no Subscription or Download fee can be an attractive option when deciding which new game to start playing, it is not the only factor. In fact, I would contend that it probably isn't even the most important criteria. Gamers are very picky now, having experienced all types of games and gaming communities, and those that are the most hardcore gamers will be the most discerning. While some might play for the storylines, others will be there for the sense of belonging they might have with the alliance or society they are a part of. Another example is those hardcore gamers who are only interested in PvP combat action, while some others really enjoy a game that has great graphics and scenery... People's priorities when it comes to their gaming is quite varied and continually evolving.

Online game developers and administrators are learning today that the games they made are no longer theirs to do what they please with, and that instead, they now belong to the players who inhabit those virtual realities. CCP, the creators of EVE Online, learned the hard way in 2011 that their game's community did not approve of the direction that CCP was going with the game, e.i. character ambulation, which was introduced in their Incarna expansion (EVE Online's 2011 Summer of Rage)

As the years pass, it seems that it is becoming increasingly important for game developers and administrators to engage and listen to what their gamer communities want and deliver on those wants, or risk a dwindling of your player base.

This article about Blizzard, the creators of World of Warcraft speaks to that:
Blizzard’s games are well known for its quality and gameplay, but it’s the company’s customer engagement that provides an unique customer experience though developing the online communities surrounding the games. Their customer engagement strategy is to nurture their gaming communities and help them grow in order to create customer loyalty. This can be seen through Blizzard getting involved in eSports and promoting it, encouraging customer feedback for developing and improving their games, and providing a great customer experience with BlizzCon and making it accessible to fans who can’t physically be there.

What other companies can learn from Blizzard is to listen to their customers and help them build and support a community around their brand(s). This is a proactive approach to customer engagement and companies need to be in-tuned with what customers want from them. In Blizzard’s case, they understand that their customers want an experience that goes beyond playing video games, which is why their social media strategy has been so effective.

As far as MindArk and Entropia is concerned, it is unclear exactly how the game development priorities are set. Reading this forum, it is plain to see that a certain percentage of posters have been clamoring for Space to be fixed and expanded for many years now, some have been crying for you to fix bugs in the game like the 'falling through floors' issue in shops and apartments, and others have been asking that the Society management systems be updated with new features.... Yet MindArk is working on a New Camera System, which no one seems to have been asking for.

While the New Camera System surely will be an important improvement and quite necessary, it seems that you have alienated a large segment of the community by making them feel like you are not listening to them. At the very least, MindArk could have taken the time to communicate more effectively some of the reasons why this particular step was necessary first, before other aspects of the game could be expanded or improved upon.

So it appears that MindArk does not actively seek or consider their customers' input or feedbacks, aside from maybe sometimes reading what people post in this forum.

So my question is this: Does MindArk have any serious plan regarding the effective collection, review and evaluation of players' feedbacks for the purpose of establishing priorities and strategies for the future development of Entropia?

We keep hearing and talking about player retention being an issue, I think that engaging and listening to the players would probably be a good place to start.

Thanks for your time

Legends
 
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Thank you for your question Legends.

Customer engagement is important and it is certainly something that we can improve upon. I agree with you that Blizzard had previously set a high standard in regards to their customer engagement. However, they have received a lot of criticism lately in regards to not listening to their community, one example is the streamer Asmongold who has been quite vocal about his criticism towards WoW.

A company’s trustworthiness and how it engages with its customer base will vary over time, and my goal is for MindArk to become much more engaged.

With that said a lot of us do read the forums and community channels such as Discord, etc. Feedback is always collected discussed among the team.

In the end, many things come down priorities and how best to maximize the company’s limited resources.
 
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