Customer Goodwill

Goodwill Hunting: Consoles’ brand value and loyalty is being tested | Opinion

The article argues that Sony and Microsoft will need significant customer goodwill to justify the high prices of their upcoming next-generation consoles. Sony's decision to drop Hideo Kojima's game Physint, which was then picked up by Xbox, is presented as a damaging blow to their goodwill reserves, especially in light of past missteps like the pivot to live service games and the cancellation of Concord.