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Scott Hartsman: 'Happy customers stick around longer'


"Here's the overall philosophy behind all this: Happy customers stick around longer," Scott Hartsman said in an interview with Gamefront. "That's what we think. That's the beginning and end of it." It may seem like common sense, but for Hartsman and the team at Trion Worlds, it's a lesson they feel is easy to forget.

He cites this as the driving force behind one of the game's major upcoming changes: the ability to transfer characters between servers for free. Trion hopes that the character transfers will help friends connect without the obstacle of separate servers getting in their way. Hartsman said that the tech behind the transfer is impressive -- not to mention "instantaneous" from a customer standpoint.

Hartsman says that the team places a premium on talking frankly and frequently with players. If Trion doesn't always come across as perfect, he hopes that the company makes up for it with communication and sincerity: "We don't want to hide behind a big wall, and we don't want everything to come through a formal mouthpiece. I'd rather have us all out conversing with people and occasionally making a mistake here or there on the assumption that because we are talking to people more means that overall, things are going to be better."

The lengthy interview covers a wide range of pressing topics, from the "bumpy" River of Souls event to the LFG system and the free trial program.

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