I have managed businesses for almost 20 years and understand what it takes to make people happy. As an end-user, I have found New World to be a pretty big disappointment so far. The frustrations have surprised me repeatedly, seeming like each frustration was more a shock than the next. The worst part about the game is not the game itself, but the people in charge(Or lack thereof).
I am extremely disappointed in the lack of customer service for a MMO, especially one with as much resource as Amazon. If Amazon was truly committed to this project, your team would have sufficient members to adequately address the community. It’s my opinion that there are not enough moderators in this forum replying to community members that are paying customers. If you can’t fix the game immediately, at least get out there and engage with the community. Make apologies and promises of future wins with your customers. Show empathy, offer solutions, act like you are considering people’s opinions and suggestions.
This is low hanging fruit, guys. This is the first thing you learn about customer service. You don’t let negative energy stew with your customers. Each positive experience will result in a customer telling 2 people about it. Each negative will result in your customers telling 12 people about it. You are making the long term survivability of the game really doubtful, and its not because of the problems with the game. It is because of the lack of direct community engagement.
You can’t out-market the negative feedback you are creating, no matter how fancy your advertisements are or how epic your videos are.
You have the money (Being Amazon). Hire people. Get more people in here being liaisons with your New World Customers. Do it fast. Let us know you care.
You are failing at this. But its not too late to change, and ensure a future for New World.