I think they should have like a regional community managers, much like what the Monster Hunter team does. Have like 2-5 people that work as managing as the faces of the community.
Part of the issue is that alot of the stuff is lost in translation, be it either from what YoshiP says or what the western audiences tries to convey is the issue.

I think we have all heard the term "tone-deaf" tossed around when the devs adjust something, but it's from a completely wrong perspective and not at all what people wanted.
So community managers really could phrase these concerns i na way that translates well to Japanese.