Do the Right Thing: A lesson by Netflix
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Do the Right Thing: A lesson by Netflix
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Re: Do the Right Thing: A lesson by Netflix
#2I always appreciate when companies do this. They build social capital ahead of major outages. This is something I try to keep in mind when helping other people or working on my projects - How can I take care of people so they don't need to worry about whether I am taking care of them or not.
Re: Do the Right Thing: A lesson by Netflix
#3I got this email a few days after experiencing trouble with Netflix (on Safari on a Mac Mini). The movie false-started a few times and didn't work, and I moved on to some other entertainment. That was the first time I'd ever had trouble with Netflix, and I was equally pleased by their customer service.
Re: Do the Right Thing: A lesson by Netflix
#4We had a discussion at a previous software company I worked at regarding credits for outages.
We were debating whether to give out credits automatically or to send an email with a link to get your credits (like Netflix did). We went with giving credits automatically.
I'd be curious to hear opinions on both approaches and why other businesses went one way or the other regarding credits.
Re: Do the Right Thing: A lesson by Netflix
#5I bet even deliberate false positives like this would make customers feel that a company cares about them.
Re: Do the Right Thing: A lesson by Netflix
#6We had a discussion at a previous software company I worked at regarding credits for outages. We were debating whether to give out credits automatically or to send an email with a link to get your credits (like Netflix did). We went with giving credits automatically. I'd be curious to hear opinions on both approaches and why other businesses went one way or the other regarding credits.
Why not do both? Give the credit and send the email.
Re: Do the Right Thing: A lesson by Netflix
#7I bet even deliberate false positives like this would make customers feel that a company cares about them.
I know they don't love me but it's much better than what most do.
Re: Do the Right Thing: A lesson by Netflix
#8We had a discussion at a previous software company I worked at regarding credits for outages. We were debating whether to give out credits automatically or to send an email with a link to get your credits (like Netflix did). We went with giving credits automatically. I'd be curious to hear opinions on both approaches and why other businesses went one way or the other regarding credits.
Why not do both? Give the credit and send the email.
That's what we did. All customers got an email saying they automatically received credit...as opposed to an email where they needed to click a link to claim their credit.
Re: Do the Right Thing: A lesson by Netflix
#9I have always been pleased with Netflix as a customer. Adding instant watch at no additional charge was something I really admired as well when they first rolled it out.
Re: Do the Right Thing: A lesson by Netflix
#10We had a discussion at a previous software company I worked at regarding credits for outages. We were debating whether to give out credits automatically or to send an email with a link to get your credits (like Netflix did). We went with giving credits automatically. I'd be curious to hear opinions on both approaches and why other businesses went one way or the other regarding credits.
Why not do both? Give the credit and send the email.
I wonder how many people don't redeem the credit. Those who didn't have an issue might feel guilty doing it but happy to know that Netflix cares enough to inform it's entire base.