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Tag Archives: Netflix

Welcome to the year of crappy customer service

2011 was a year I’m happy to be done with. So, I expect, are Netflix, Bank of America and Verizon, who saw their ill-advised attempts to insert a direct tap into their customers’ wallets flame out in 2 months, 5 weeks and 2 days respectively. Doesn’t anybody do customer research any more? Wouldn’t it be […]

Is Reed Hastings a Quickster?

Since I’m still a Netflix customer (at least until 9/24 when the new pricing kicks in per my billing date) I was a recipient of the soon-to-become-infamous email from Reed Hastings in my in-box this morning, which opens “I messed up. I owe you an explanation.” I would have liked “apology” which would indicate a […]

Boingo and the Netflix effect

I don’t have a lot of love for Netflix these days. But at least they are upfront about wanting to put their hand in my pocket. A much more insidious example of corporate greed showed up in my email this week with the subject line: Exciting Account Info, Boingo in the Sky, and a Celebration […]

Dear Netflix: nut up or shut up!

Like many Netflix subscribers, I had a notice of a 60% subscription price increase slipped under my door last week in the form of an impersonal email that states the bare facts with zero attempt to placate me or to win me over if I am considering canceling after the increase. (The email concludes with […]

Blogger preview: CES 2011

Tomorrow I head west for this year’s Consumer Electronics Show in Las Vegas. The word is that LAS is packed, hard to get a taxi or a hotel room just like in the glory days. I’ll be attending press events on Thursday and Friday night, visiting a couple of clients, and trolling the floor for […]

Meme marketing with Netflix

My wife’s always been in charge of our Netflix queue, but I recently got my own account. This gave me the opportunity to discover something most folks are very familiar with—what it feels like to peel back that red sheet as the first step toward a positive experience. Opening the Netflix envelope is a meme—a […]

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