Look at their content, and interviews. They talk about the things they've done as if they're setting the industry standard. Their PvP interviews go on about how other MMOs will start borrowing from the systems they've set up, with quickchat, and basic bars, something the PvP community has very vocally stated is a pile of garbage. They promise us "new and exciting content", and then drop the dung heap that is Eureka on us, showing they learned almost nothing from the Diadem debacle. We're reaching 1.0 levels of arrogance here, with their attitudes becoming more like the "We know what our players want" mindset they had before they had to drop a meteor on their entire game. Of course they're out of touch. XIV became successful doing exactly what it is doing now, so obviously the correct course of action is to keep doing the exact same thing, which is a death sentence for an MMO. The very last thing you want is for your playerbase to get bored, and realize just how much time they're wasting doing the same activities over and over again.