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Do the Right Thing: A lesson by Netflix

21–22 of 22 posts

Re: Do the Right Thing: A lesson by Netflix

#21

Post by staunch » Fri, Nov 12, 2010, 7:55 AM UTC

The_Igor wrote: post #9

I 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.

On the other hand they're charging me $10/mo for a 1-DVD plan when all I use is Watch Instantly. It's still a good price, but I'd rather pay $7/mo for a no-DVD plan.

Re: Do the Right Thing: A lesson by Netflix

#22

Post by derefr » Fri, Nov 12, 2010, 9:00 AM UTC

jbail wrote: post #8

rodericksilva wrote: post #6

Earlier quoted context omitted.

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.

How about "click here to claim your credit now -- but don't worry; if you don't, or if you miss this message, you'll still get your credit automatically applied in 30 days." It combines both approaches, and adds an element of "act now to get it even sooner!"

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