September 20, 2011 - 8:14 am
As a follow up to my rant on Netflix, Scott McKain, blogger at The Ultimate Customer Experience, posted a brilliant article dissecting the EPIC FAIL that is Netflix’s planned split. Here are some juicy bits to entice your clickage:
The problem is, Netflix’s letter — while well written — clearly displays a mistake of epic proportions.
…
Netflix isn’t a DVD-by-mail company, in the eyes of its customers. It’s not even a streaming-movies-on-your-computer-or-TV company. Netflix is where we go to get a movie.
…
Is there a difference between the business YOU think you are in — and what business your CUSTOMERS say you’re in? If there is…choose what THEY think! THEY are the reason YOU are still in business!
Now, go read the whole thing! DO IT!! (Clicky clicky.)
