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Feb
18
Netflix Sows Confusion, Announces DVD Plan That Already Existed [VIDEO]
February 18, 2012 | 2 Comments
Mashable article by Joann Pan
In the past few months, Netflix as an entity has been behaving very erratically, turning itself into a corporate equivalent of Joaquin Phoenix circa 2008-2010. Now it seems the service has made another blunder with a blog post that promoted its DVD-only service as a brand new option available to customers, despite the fact that this service has been available for some time now. Apparently, the blog post was meant to announce the addition of the new URL dedicated to the service. The mistake stirred up confusion among customers who are well aware of the company’s separation of services.
How is it that the company that almost single-handedly brought about the fall of the media rental giant Blockbuster keeps on making errors like this? The answer seems to lie in poor communication with its customers.
Back in July, the company tried to split its services into two separate entities: Qwikster for DVDs, and Netflix for the streaming service. This caused a tremendous uproar from customers who felt that the company was destroying the business model that had made them start using the service in the first place, and more than 800,000 customers cancelled their subscriptions.
Netflix seems to be operating in isolation from the rest of the world. The anger at the company’s attempts to split its services (which nearly doubled the price that customers had been paying) was practically universal among subscribers, and many people lost a lot of faith in the company at that point.
If Netflix plans to clear its name of the faults of this past year, it had better start communicating through social media more effectively, and maybe ask for its customers’ opinions once in a while.
2 Comments so far
Talk about a bi-polar company. Their first decision to raise prices was questionable, since they haven’t added any new content in a while, but I understand prices increase. Then they decided to split the services, then not split them, and now they are re-splitting them. It’s that whiplash that made me change to Blockbuster @Home. I really like that I can stream movies right to my laptop or iPad whether I am on lunch at DISH where I work or at school waiting for class to start. Of course, Blockbuster @Home gives me the option to rent movies from the store, or I can always have them sent to me in the mail. Netflix had a good run, but I have moved on to better with Blockbuster @Home.