When I played the original EverQuest back in the day one of the most enjoyable parts of the game was when a GM would log into the world and become a character and have a real life (ie not an automatic/programmed) event.

People would gather to watch the story as it unfolded. It was always a good time and was something really simple to help improve the interest in the world and its history.

I'm not sure what direction Trion looks to follow for customer support but things like this and the EQ Guide program are some of the things that not only really helped me enjoy the game but they kept me playing for years.