Oh Netflix, why?

So first, on July 12th,  there was this.

And then…oh so much anger.  And people leaving – deciding to share their memberships, or go to the Red Box, or use Pay Per View.

(Price increase + increased complexity) * Reduced value +

Semi-condescending communication =

Unhappy Ex-customers

Over the weekend, remaining members were sent a message from Reed Hastings, Co-Founder and CEO of Netflix.  Many didn’t realize it was from Netflix and deleted it as spam.  Those who opened it were treated to this.  Certainly, this was intended as a display of vulnerable transparency.  A mea culpa.

However, it was received more along the lines of too little, too late.

In the words of one of our myGreenlight staffers:

I was annoyed about the change in prices. I changed my subscription because of it but I didn’t lose sleep over it. I didn’t need an apology. I think it is weird that they announced the company split in an apology email.

I don’t understand why they have to split into two companies. Lots of companies have different departments that do very different things. I feel like this change will be very annoying if I have to go to two different websites to manage my account. I probably feel worse than I did initially.

My favorite insight into the current situation is here, at The Oatmeal.

What do you think? How could Netflix have communicated the changes without alienating customers?

Comments (4)

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