Once you understand how you broke their trust, make it your top priority to re-establish it-even if it might mean lost profit at first. Set up a conversation with a willing customer, or send out a survey.
You can keep your fix customer-centered by asking for direct feedback or involvement from them. And make sure that you center your customers in that action, too. What can your business learn from this rebound? If you make a mistake that affects customer trust, don't be afraid to take bold action to fix it. According to Yoshida, ".the priority, I felt, was that it shouldn't be about the business, but to regain the fans." The new team focused on building trust with players from the ground up, and FF14's "A Realm Reborn" is still going strong seven years later. The game received a new director, Naoki Yoshida, who performed a complete rehaul. In fact, the original team shut down FF14's first version due to negative reception. While FF14 is a resounding success today, its launch version was the total opposite. Own up to your mistakes, and make the fix about your customers
In my two and a half years playing the game, I've noticed five main things the FF14 team has done to get fans like me to stick around-and spread the word. The people behind FF14 actively invest in business and marketing practices that build customer trust. So how did the FF14 team manage to build such a loyal customer base? The answer goes beyond game quality. And there's plenty of truth behind it- FF14 fans are notorious for sinking hours into the game and encouraging their friends to join their obsession. This popular "copypasta" meme for my favorite game, Final Fantasy 14, jokes that players are obsessively trying to get their friends to play through word-of-mouth advertising. "Have you heard of the critically acclaimed MMORPG Final Fantasy 14? With an expanded free trial which you can play through the entirety of A Realm Reborn and the award-winning Heavensward expansion up to level 60 for free with no restrictions on playtime."
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