I'm in sales and I handle all the financial contracts, and state paperwork for the business. The biggest things that stand out to me no matter what business you are in are the tools that your employees use, and how you interact with your customers or vice versa.
If you make a tool that is simple enough for an elderly person to understand how to design your game, but has the depth to create complex systems - then your tools will save you more time over the life of the project, onward past release. Not only will this lessen the extent of how harmful turn over will be, but it opens up another door. One where we as a gaming community have been saying forever that the ultimate goal should be for a user to develop their own content. If the tools are easy, we'll have one piece of the puzzle down complete.
As far as customer interaction - I personally just dont think its that damn hard to listen to your customers complaints and act accordingly. How, instead of ignoring a customers complaint - acknowledge their feedback and address the issue. How much more good will would Blizzard have right now if they just would have said "We can't do a Classic Launch right now because of "X" limitation/reason." Instead of the feedback that was "You think you do, but you dont" only to be proved wrong, far above what anyone was expecting.
www.firesofheaven.org
