Thread: I found the problem...

Effective corporate communication, acknowledging the problems, respecting the the needs, wants, and desires of the customer base, and effectively communicating, in detail, a prompt solution.

Bridgestone/Firestone Inc, August 2000:

"We felt we must take this extraordinary step as a precaution to ensure consumer safety and consumer confidence in our brands. So, no matter how old the tires, no matter how many miles they have on them, we will replace them with new tires…Throughout this process, we have been working very closely with Ford Motor Company and NHTSA to determine the cause of the accidents involving vehicles with these tires. While we have not determined what, if any, problem there may be with these tires, our review of the data suggests three things…We will inspect each customer’s tires for damage or excessive wear, while checking to make sure the tires are inflated to the level specified by the vehicle's manufacturer….We extend our condolences to families that have lost loved ones in accidents. We also apologize to our customers for the inconvenience this recall causes and we ask for their patience,"

And the opposite:

Q13: Why haven't you revamped PvMP? – Johan "Purebloodnakh" Hughes

A: This is kind of a loaded question, but I’ll make an attempt. This really comes down to what you consider a ‘revamp’ and what timeframe you expect said ‘revamp’ to occur in. Revising an established system without potentially destroying what made it enjoyable to begin with is no simple undertaking and requires that we put careful consideration into each revision. Essentially taking baby steps towards our ultimate goal: create a fun PvP zone where players can engage in both small and large scale skirmishes of their choosing.
Over the last two years we’ve taken steps to strengthen the foundations of PvMP through Creep class rebalancing, introduction of new advancement rewards, and the addition of a PvMP Currency and Stat that allows us to create a ‘seasonal’ mechanic in the Ettenmoors. More revisions are coming to further drive forward our goals. - Jared "Kelsan" Pruett

Poor comparison.

The question whether or not to revamp PvP in LOTRO is never going to affect the safety or risk the lives of the user, and has nothing to do with the focus of the game. Perhaps a more appropriate comparison would be if bridgestone was deciding whether or not to change the font of the writing on the side of their tires, or choosing to add a new graphic to the rubber.

Originally Posted by Bunghelm

Poor comparison.

The question whether or not to revamp PvP in LOTRO is never going to affect the safety or risk the lives of the user, and has nothing to do with the focus of the game. Perhaps a more appropriate comparison would be if bridgestone was deciding whether or not to change the font of the writing on the side of their tires, or choosing to add a new graphic to the rubber.

If that ultimately effected the quality and survivability of their product in a competitive environment, I'd agree. The comparison was chosen to illustrate effective customer communication. All you have to do is look at the posts of long time players on main PvMP forums to see the relevance of current PvMP concerns/complaints.

Yeah, it doesn't matter if the other text is about strawberries, football or mission to Mars. What matters is the message it contains. I have this weird flashback about Asimov's "Foundation" and what they called "symbolic logic", so don't blame me