“Your most unhappy customers are your greatest source of learning.” – Bill Gates
Having spent the better part of the last decade as an observer and active participant in the sports gaming community, I’ve come to expect certain things from the developer/gamer relationship. Being knowledgeable of the business side of the industry, yet at the same time being a consumer at heart, I understand that there is a delicate balance that is sought in multiple areas of game development. Do we try to please the silent majority or the vocal minority? Can we please them both at the same time? How "sim" can we be and retain our pick-up-and-play audience? How over the top can we make it and still get the hardcore group to buy in?
While questions like these and the thousands of possible responses to each are being volleyed around in boardrooms from Redmond to Orlando and on message boards across the unlimited depths of cyberspace, it’s near impossible to find the right answer. However, I found a company that I teaching a clinic on customer service right now, and developers around the world should be listening."