What a popular multiplayer role-playing game can teach us about customer loyalty

The critically acclaimed MMORPG Final Fantasy 14 has built a loyal customer base through its active investment in business and marketing practices that prioritize customer trust. The game's development team has learned to own up to their mistakes, involve customers in the fix process, follow a consistent schedule for updates, stay in touch with customers through regular live streams and updates, listen to smaller voices and concerns, geek out with customers by sharing personal passion, and make customers feel cared about by showing genuine appreciation. These practices have been instrumental in building trust with players from the ground up and maintaining a strong fan base seven years after the game's rehaul.

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