Most Important way to keep your customers.

Comunication.

(Do not get me wrong.... GuildWars is the best at customer relations I have seen. I want to see this game stay a seccess. I am basing this post over another game downfall, the name I do not need to mention.)

Sugestion:

It would be nice if GuildWars would to post a link to a forum that is related to what they are currently working on or considering. When all said and done post in that forum what is there plan and why. What I mean about linking to a forum I am trying to say that GuildWars would not be creating discustion topic but rather just linking to current topics that some one has already created on one of the fan sites.

I know this is something no one has to do but that would clear up the mis-understanding that some players are not being heard. I think even if they get an answer that they did not want at least they knew the Devs listened and had alittle bit of thought on it. Another thing that would help is on the forums when a person post up a question we could have a offical statement on why that idea is not going to be implemented.

Along these lines. I posted something that I later deleted thinking they wouldn't listen and, well, they had read it already, it was in the suggestion thread. the check boxes in chat. Maybe 6 other people had said it before or something too, I don't know. But people who have made suggestions that they saw implemented, whether they know or not if Arena.net read their post should say something. That helps people know they listen too.

Just thought I'd throw this into the brain bounce cause you have a good point in regard to people feeling like they are connected to the game in a more intimate way.

not only that but even if they just have one person (or more) who is seen on the forum. they dont have to post often but just the 'official' presence itself is often reassuring. Ascaron do it and Lionhead do it, and though some people still dont think those companies listen, it does reassure the majority of people that even if it is not used/changed/fixed, there is the likelihood that it was read, or is planned.

Gail Grey posts here quite often. She is as official as you can get.

I would love to see a weekly message (similar to fansite fridays) that tells us exactly what streaming content/expansion/misc things AreaNet is working on. I know valve does this through steam and I have really appreciated the info that they give every week.

The problem with publicly posting such information is that they are running a high chance of others copying/stealing their ideas. I think the hints that they do give and have given are good enough. A little surprise won't kill you.

What I was preposing is that they just link to the forums with out even hinting what they are planning to do.... It would just make a spot light on sertain topics so that they could get more people who would voice thier opionons. It would also promote Fan sites.