Gini Dietrich

Netflix: A Lesson In Communication and What Not to Do

By: Gini Dietrich | September 20, 2011 | 
147

Oh Netflix. What are we to do with you?

On one hand, we’re pleased that your CEO, Reed Hastings, apologized by saying he “messed up.”

On the other hand, we’re disturbed that you, by now, don’t understand the online world well enough to know you should have checked to see if the name you’ve chosen for your DVD business was available on the social networks.

Oh yes, it’s true. Not only have you chosen a name – Qwikster – that is a far cry from your brand, but the Twitter account is owned by a weed-smoking Elmo.

Granted, the Twitter account owner has changed the avatar since you announced your name, but he’s still cursing and talking about smoking pot and “doing” girls. And it’s pretty clear he’s not giving up his name to you.

On one hand, we like the humility.

On the other hand, it’s a little too late.

On one hand, we appreciate the explantion.

On the other hand, we would have respected you more if you’d told us two months ago that you were moving into the streaming business and saw a need for the future away from DVDs. But, like most business leaders, you didn’t have the cajones to say that…and you probably thought you were going to make a bunch of money on the DVD side of the business until they did go away. Perhaps you could learn a thing or two from Steve Jobs.

On one hand, we respect your honesty and transparency in telling us that your greatest fear has been that you “wouldn’t make the leap from success in DVDs to success in streaming.”

On the other hand, it seems perfectly timed because you just lost nearly 50 percent of your stock price. We’re not experts, but we think that’s a lot.

On one hand…

Oh forget it. We’re trying really hard to understand the communication strategy behind all of this, but we feel like it’s an “I’m sorry, but…” apology. First you hired actors when you launched in Canada, something entirely unnecessary because they wanted your service so badly.

Then you hiked your prices and alerted customers by an email that arrived in the middle of the night.

And now you’re apologizing, but trying to get us to understand your side of things with a huge explanation.

Guess what? We don’t care. We don’t care that you don’t see a future in DVDs. We don’t care that you’re fearful of leaving behind something you built your business around. We don’t care that it’s easier for YOU if you separate the two businesses. We don’t care that the businesses are already separate so it makes sense that we have to log in to two different places. We don’t really care that you raised your prices, but in how it was communicated.

All we care about is if we can get movies, when we want them, and how we want them. Which we would have told you, if you’d asked us…like you used to do.

About Gini Dietrich


Gini Dietrich is the founder and CEO of Arment Dietrich, an integrated marketing communications firm. She is the author of Spin Sucks,ย co-author of Marketing in the Round, and co-host of Inside PR. She alsoย is the lead blogger atย Spin Sucks and is the founder of Spin Sucks Pro.

  • M_Koehler

    Buwhahaha. Way to look into things Netflix. I think it’s way too little way to late for Netflix now. We’ve noticed a sharp uptick in traffic through the chain store we have here in Hooterville and the Redbox at the grocery is always busy now. Way to go there. I still struggle to see what the whole point of all of this was. I’m not sure how this was ever going to be a successful plan to grow and sustain their business.

  • ginidietrich

    @M_Koehler I think the whole point was to be rid of DVDs and move into streaming, which is a good business decision. But the way they’ve handled it has been so poor that their stock price has dropped nearly 50% and they’ve lost tons and tons of customers. People are looking to places (Amazon?) that will do it better and won’t make such a to-do about it. I really would have respected them more if they’d said, “We’re doing away with DVDs. You have six more months to rent them and then move to streaming or find another supplier.”

  • Reed Hastings and the company blew it big time. I think he genuinely is sorry, but like you pointed out…too little too late? Throw your customers a bone, Reed!

    And how many hands DO you have???

  • ginidietrich

    @KenMueller I must have eight hands.

  • @ginidietrich man, you must have been fun on a date…

  • This is funny. I blog all the time that most people…almost all people…don’t care about almost all brands. I bet we each have maybe…MAYBE….0.05% of the brands in our life we would cry if they disappeared. Didn’t thesaleslion just blog on @DannyBrown that everyone is replaceable. Well guess what…EVERY BRAND is too. Even municipal services that have a monopoly are replaceable (though some my take work).

    And why is it always the market leaders that often stumble so bad. Blockbuster maybe blew it but they never blew it with their customers. They didn’t do dumb PR. They just failed to see the end and change is all.

    The interesting thing is it doesn’t matter what Reed’s vision is. Netflix will only survive if it is bought by either a Telecom/Cable company or a big Entertainment company. Those people own the content and the distribution. Something that Netflix can never over come in the long run because they will always have higher costs for online/cellular streaming.

    So guess what I would do if I was Netflix. I would be honest. I would say I am going to charge you for my premium service because no one else has this right now. And milk it until the content or delivery people had the upper hand. And hopefully then sell to one.

    Lastly I just had a discussion on G+ about how most CEO’s are not smarter than the average person and often are lucky. They either have nepotism or they create something special but then aren’t really qualified to run the big show when they get there. Obviously Reed isn’t.

  • This is funny. I blog all the time that most people…almost all people…don’t care about almost all brands. I bet we each have maybe…MAYBE….0.05% of the brands in our life we would cry if they disappeared. Didn’t thesaleslion just blog on @DannyBrown that everyone is replaceable. Well guess what…EVERY BRAND is too. Even municipal services that have a monopoly are replaceable (though some my take work).

    And why is it always the market leaders that often stumble so bad. Blockbuster maybe blew it but they never blew it with their customers. They didn’t do dumb PR. They just failed to see the end and change is all.

    The interesting thing is it doesn’t matter what Reed’s vision is. Netflix will only survive if it is bought by either a Telecom/Cable company or a big Entertainment company. Those people own the content and the distribution. Something that Netflix can never over come in the long run because they will always have higher costs for online/cellular streaming.

    So guess what I would do if I was Netflix. I would be honest. I would say I am going to charge you for my premium service because no one else has this right now. And milk it until the content or delivery people had the upper hand. And hopefully then sell to one.

    Lastly I just had a discussion on G+ about how most CEO’s are not smarter than the average person and often are lucky. They either have nepotism or they create something special but then aren’t really qualified to run the big show when they get there. Obviously Reed isn’t.

  • There seems to be a theme to your posts Gini – that honesty and consistent openess is the best route.

    And I have to be honest – I like.

  • Yes, Netflix and Reed screwed the pooch. At the end of the day, I’m still a Netflix (streaming only) subscriber and that’ll not soon change. The long term picture for Netflix, Hulu et al needs to be in content ownership and distribution.

  • Oh my. So many hands. So little smarts. Zero planning. Sigh.

  • ginidietrich

    @KenMueller No comment.

  • ginidietrich

    @HowieSPM I also feel like he’s getting counsel that, as a start-up could work because there was room to fail. But they’re no longer a start-up. And, like you said, no one cares about his vision. We only care about how it affects us.

  • ginidietrich

    @Nic_Cartwright Yes. But the issue here is he was honest with this last round (too late). No one cares about his vision or his fears. We only care that he’s sorry.

  • ginidietrich

    @jasonkonopinski Me too. But only because there isn’t another option. Yet. But we’re not in the majority.

  • ginidietrich

    @jasonkonopinski Me too. But only because there isn’t another option. Yet. But we’re not in the majority.

  • ginidietrich

    @EricaAllison I think they did plan. They sat in a conference room, in a vacuum, and decided what to do. They didn’t talk to customers. And their counsel is wrong.

  • ginidietrich

    @EricaAllison I think they did plan. They sat in a conference room, in a vacuum, and decided what to do. They didn’t talk to customers. And their counsel is wrong.

  • Hahaha! Weed smoking elmo??

    Maybe they should have stuck with the name. How many pot-heads do you think you netflix? So much easier to just have a video stream right to your TV when your busy munching on some crackers. I think there’s was some planning behind this after all.

  • Use** Netflix. More coffee!

  • rustyspeidel

    Exactly.

  • ginidietrich

    @EugeneFarber Crackers? Try Cheetos. Remind me never to smoke a joint with you. #boringfood

  • ginidietrich

    @EugeneFarber Crackers? Try Cheetos. Remind me never to smoke a joint with you. #boringfood

  • ginidietrich

    @rustyspeidel Man of many words

  • ginidietrich

    @rustyspeidel Man of many words

  • rustyspeidel

    @ginidietrich @Nic_Cartwright actually, I only care that he gets all those DVDs onto the streaming site PRONTO! otherwise he’s toast.

  • MSchechter

    Oh but we could have, we could have cared. They could have showed us a vision of the future and told us where things were going. They could have said what most already know. That the DVD is about to die and that they want to be the ones who bring us the best streaming content on the planet. But they didn’t. All they did was inform us of a business model change and hedge their bets. Worse yet, they told the suborn movie studios that they still have time. That DVD still has legs, that they have hand in holding back digital content.

    They’ve not only watched the pitch go by twice, but they’ve swung wildly at it.

    P.S. I see what you did there with that Apple stuff ๐Ÿ™‚

  • ginidietrich

    @MSchechter Seriously. Steve Jobs never cared about what people thought or a short-term gain. He only saw what was coming and he went for it. Netflix used to know how to get their customers engaged. This past year has not been kind to them.

  • ginidietrich

    @MSchechter Seriously. Steve Jobs never cared about what people thought or a short-term gain. He only saw what was coming and he went for it. Netflix used to know how to get their customers engaged. This past year has not been kind to them.

  • FocusedWords

    Maybe they should have blamed the Avatar. The pot smoking Elmo came into the conference room and everyone got high from second hand smoke. The idea sounded so great everyone said, “Dude!!” and the rest is history.

  • FocusedWords

    Maybe they should have blamed the Avatar. The pot smoking Elmo came into the conference room and everyone got high from second hand smoke. The idea sounded so great everyone said, “Dude!!” and the rest is history.

  • MSchechter

    @ginidietrich It’s more than that. He is literally willing to anger his customers in the short term, but has earned their trust that it will bring a better future. Is he always right, no. Is his batting average damn good, hell yes.

    Netflix is just running a business now, Apple is leading an industry.

  • @ginidietrich Haha, like I said…more coffee! That is really boring isn’t it? I think a Chipotle followed by a whole can of sweetened condensed milk would have been a better choice.

  • @ginidietrich I’m not so sure. As active consumers with a marketing bent, I think we’re a bit hypersensitive to these corporate blunders. Yes, Netflix lost a million subscribers since they announced the split in subscriber plans, but I don’t give much stock (punny!) to their falling stock prices. It’ll likely rebound – and quickly.

    There aren’t any really viable alternatives to Netflix in terms of reach and size of catalog, but I suspect we’ll see Amazon and Zune ie court the content providers/distribution houses very aggressively in the coming months. Amazon has already demonstrated that they’re willing to roll the dice re: licensing rights with Amazon Cloud Player.

  • ginidietrich

    @FocusedWords You know, that probably is EXACTLY what happened! I could have saved myself an hour writing this morning if you’d said that earlier.

  • FocusedWords

    @MSchechter@ginidietrich “Netflix is just running a business now, Apple is leading an industry.” Therein lies the problem. The difference in how you perceive your company and the industry.

  • ginidietrich

    @MSchechter Amen.

  • @ginidietrich Oh, the mental image that you’ve planned in my brain. ๐Ÿ™‚

  • ginidietrich

    @EugeneFarber OK. NOW we’re talking! Although that just made me gag thinking about it.

  • ginidietrich

    @jasonkonopinski I was speaking more of the lost customers, in the comment, than the falling stock price. I agree it’ll rebound. But how do you regain a million customers?

  • It would be better if the humility felt sincere.

  • e.adam.quinn

    Netflix did announce that there would be a change in pricing structure over the summer (June or July maybe?). Plus, as stupid as this all is, look all the commotion it is causing. Which would be worse: Netflix creating a new brand and not having anyone catch on to it or the alternative which is now that most people on the Internet know what Qwikster is, whether it be in jest or not.

    I, for one, will continue using Netflix’s DVD option because I have no other options and it’s cheap. I will only switch to streaming when they are able to offer me the same selection of films over the Internet.

    The best part of all this is that that kid who owns the Qwikster handle is probably going to get PAID, big time. And I wonder what that $ will go towards?

  • StoryAssistant

    This was a classic post Gini! Having worked with some Netflix competitors it was especially entertaining:). Besides their transparency in the whole “situation”, I agree there wasn’t too much strategy or thought behind their actions. I suppose we’ll wait and see. Thanks for the entertaining post!

  • I’ve been waiting for someone to explain to me, succinctly, what the Hell was going on at Netflix. I admit my sometimes-too-logical brain was utterly confoozed. Thank you. It really was as stupid as I feared.

    Doesn’t anyone in the glittery-shiny online world think about strategy? (that is, now that Steve Jobs has gone). Doug the Dog from “Up” could run many of these companies about as effectively, at least until they … SQUIRREL!

  • jackielamp

    I think the avatar is actually very appropriate for Netflix these days ๐Ÿ˜‰

  • Love this Gini! I was thinking so much of the same thing when I heard the story. This is so true!!!!!!

  • I want to hurt whoever came up with the name Qwikster.

    Why didn’t they go with the obvious Mailflix?

  • P.S. I thought that this article a “streaming war” was interesting

    http://money.cnn.com/2011/09/19/technology/netflix_cash/

  • P.S. I thought that this article a “streaming war” was interesting

    http://money.cnn.com/2011/09/19/technology/netflix_cash/

  • P.S. I thought that this article a “streaming war” was interesting

    http://money.cnn.com/2011/09/19/technology/netflix_cash/

  • P.S. I thought that this article a “streaming war” was interesting

    http://money.cnn.com/2011/09/19/technology/netflix_cash/

  • @MSchechter So simple. Why is this so hard???

  • ginidietrich

    @tonia_ries@MSchechter Ego?

  • ginidietrich

    @JayDolan Because they didn’t consult any of us?

  • ginidietrich

    @TheJackB I think that’s exactly it. I’m sorry, but… is not sincere.

  • ginidietrich

    @e.adam.quinn Yes, they did and we blogged about it then because it was a huge communicate mishap. The reason I blogged about it today is for the same reason: This is a communication blog and they’re not doing it right. They lost a million subscribers and their stock price is down 50%. Even though you and I may still use their service, there are a million people who told them to screw off.

  • ginidietrich

    @e.adam.quinn Yes, they did and we blogged about it then because it was a huge communicate mishap. The reason I blogged about it today is for the same reason: This is a communication blog and they’re not doing it right. They lost a million subscribers and their stock price is down 50%. Even though you and I may still use their service, there are a million people who told them to screw off.

  • ginidietrich

    @e.adam.quinn Yes, they did and we blogged about it then because it was a huge communicate mishap. The reason I blogged about it today is for the same reason: This is a communication blog and they’re not doing it right. They lost a million subscribers and their stock price is down 50%. Even though you and I may still use their service, there are a million people who told them to screw off.

  • ginidietrich

    @StoryAssistant Thanks Matt! I started writing and then it didn’t stop with just two hands. ๐Ÿ™‚

  • ginidietrich

    @StoryAssistant Thanks Matt! I started writing and then it didn’t stop with just two hands. ๐Ÿ™‚

  • ginidietrich

    @wabbitoid SQUIRREL! LOL!!

  • ginidietrich

    @wabbitoid SQUIRREL! LOL!!

  • ginidietrich

    @jackielamp I thought the avatar was hilarious…mostly because you know people are getting Spin Sucks in their email and thinking WTH is Gini doing?

  • ginidietrich

    @jackielamp I thought the avatar was hilarious…mostly because you know people are getting Spin Sucks in their email and thinking WTH is Gini doing?

  • ginidietrich

    @janbeery So true it’s worth six exclamation points. ๐Ÿ™‚ BTW. I was looking through Katie’s photos on FB this morning. Why can’t I find any of you at the wedding?

  • e.adam.quinn

    I wish I could tell them to screw off. I just don’t know where I can go for alternative service?

  • ginidietrich

    @TheJackB Ohhh. I shall read it later today. Thank you!

  • ginidietrich

    @e.adam.quinn Nowhere yet. Amazon sounds like they’ll be competing soon, but they’re not there yet.

    As to you other point about the kid with the Twitter handle…how much do you think he’s going to make from it?!

  • That explains it. Maybe one day they’ll realize their stupidity, hire me, and I can quit blogging for cash.

  • That explains it. Maybe one day they’ll realize their stupidity, hire me, and I can quit blogging for cash.

  • FocusedWords

    @ginidietrich Hey, cut me some slack. I replied as soon as I saw the blog post! I do tend to think that Netflix is scrambling for any answer to a diminishing customer base much like newspapers are, except that they forgot the most important ingredient to the business…the customer.

  • FocusedWords

    @ginidietrich Hey, cut me some slack. I replied as soon as I saw the blog post! I do tend to think that Netflix is scrambling for any answer to a diminishing customer base much like newspapers are, except that they forgot the most important ingredient to the business…the customer.

  • ginidietrich

    @JayDolan What will you blog for instead?

  • Did I just errantly delete my well-written comment. Poo. @ginidietrich

  • @ginidietrich Cat products and iPads, of course.

  • ginidietrich

    @FocusedWords Actually, I was being serious. I should have an advisory panel of writers with whom I bounce ideas before I write them. I’d love to write a blog post, a la Seth Godin, that says, “The reason Netflix screwed up this latest communication is because the pot-smoking Elmo came into the conference room, they all got high, and then made a decision.” Now THAT would have been funny!

  • ginidietrich

    @jasonkonopinski Did you really?!

  • ginidietrich

    @JayDolan Oh. Duh. Of course.

  • @ginidietrich My new in-person consulting and speaking business, Jayster, has a rate is one 32gb iPad an hour.

    My online presence, still known as Jay Dolan, author of The Anti-Social Media, will have a rate of one bag of cat food (my cat’s choice) per hour.

  • @ginidietrich I appears that I did. Crap.

  • jasonarican

    Trying to look at this whole thing (and your post) critically, it seems that the only real mistake made here was Netflix not looking into this Twitter handle thing. And that will surely resolve itself- either it will work something out to get the handle or will use an alternate until it does.

    So while some are upset at the moment, I’m betting on Netflix to come out on top in the long-term.

    Looking at the communications side: the mistake was not being contrite in the initial communication. After a week or two passed with no follow up, the majority of the damage was done. My guess as to why there hasn’t been much (any) communication since is that the company was trying to work out the logistics of splitting the business. And you acknowledge that this latest apology was a good communications move that showed humility that offered transparency and a depth in explanation.

    So all good there, right?

    From a strategic standpoint, I don’t think that Netflix is abandoning DVDs. DVDs aren’t going to go anywhere in the short-term (and I’m talking years here.) What Netflix is doing is acknowledging that these are two different businesses and they need to be operated as such. It’s smart and showing a lot of foresight.

  • jasonarican

    Trying to look at this whole thing (and your post) critically, it seems that the only real mistake made here was Netflix not looking into this Twitter handle thing. And that will surely resolve itself- either it will work something out to get the handle or will use an alternate until it does.

    So while some are upset at the moment, I’m betting on Netflix to come out on top in the long-term.

    Looking at the communications side: the mistake was not being contrite in the initial communication. After a week or two passed with no follow up, the majority of the damage was done. My guess as to why there hasn’t been much (any) communication since is that the company was trying to work out the logistics of splitting the business. And you acknowledge that this latest apology was a good communications move that showed humility that offered transparency and a depth in explanation.

    So all good there, right?

    From a strategic standpoint, I don’t think that Netflix is abandoning DVDs. DVDs aren’t going to go anywhere in the short-term (and I’m talking years here.) What Netflix is doing is acknowledging that these are two different businesses and they need to be operated as such. It’s smart and showing a lot of foresight.

  • MSchechter

    @tonia_ries Easy to say, scary to do. Especially when your stock is in a free fall. Apple had to fire Jobs and bring him back to get it. At that point they were 30 days away from bankruptcy.

    As my father loves to say, if it were truly that easy, everyone would do it.

  • Completely disagree, and believe Gini is spot on. I too have tried to look at the situation dispassionately and objectively myself and it’s hard for me, even outside my capacity as a business owner, to see how any of these three results are an improvement, or nothing to worry about:

    a- angering and even alienating quite a bit of your customer base, apparently enough to

    b- have your stock price drop by half, and to follow up with a message that

    c- re-ignites or worsens the earlier customer dissatisfaction issues that may have dissipated over time. @jasonarican .

  • MSchechter

    @ginidietrich@tonia_ries No, fear. Ego would lead you to make a bold decision, this is a half measure.

  • I previously had DVDs and movies, went down to less DVDs, and will now go to streaming only – and will jump ship as soon as I have an alternative I can deal with. If I hadn’t bought a Roku, I’d have left upon the first nutty announcement. And I may not wait for an alternative – Amazon Instant, HBO Go, EpiX HD, and Hulu will be fine once the full fall season starts back up. @ginidietrich

  • FocusedWords

    @ginidietrich Sounds like fun. Who brings the cupcakes???

  • I was one of those million, mostly because the streaming content didn’t seem to like my backwoods DSL connection very much (lots of buffering and signal cutting out), plus the lack of content on the streaming side made it not as appealing anymore. That lack of content makes me wonder about the timing of their decision to split the DVD and streaming businesses now, rather than wait until they have a more complete library of streaming options. Plus, Qwikster? Is that really the best name they could come up with? Maybe they failed to notice the handle wasn’t available on Twitter because they were more concerned with making a splash on Friendster instead.

  • @MSchechter I think you’re right. Look at it this way: you know you’re going to fail. It is a huge leap of faith to explain to your customers that you’re failing – and ask them to support you as your business transitions. The difference is Jobs trusts his customers to “get it” and doesn’t worry about those (like me) who don’t. That requires an enormous amount of self-confidence (ego). What keeps you from doing the same is the fear that maybe you’re not right, or maybe your customers won’t get it.

  • MSchechter

    @ginidietrich@TheJackB It felt like the decision, apology by boardroom.

  • MSchechter

    @tonia_ries And in the short term, they probably wouldn’t. They’d lose some market share to Redbox, but focus on streaming which is where the puck is heading.

    It’s a shame, the company used to have guts.

  • MSchechter

    @tonia_ries And in the short term, they probably wouldn’t. They’d lose some market share to Redbox, but focus on streaming which is where the puck is heading.

    It’s a shame, the company used to have guts.

  • MSchechter

    @tonia_ries And in the short term, they probably wouldn’t. They’d lose some market share to Redbox, but focus on streaming which is where the puck is heading.

    It’s a shame, the company used to have guts.

  • @MSchechter@ginidietrich Yep, reminded me of my kids when I make them apologize to each other.

    The Quikster trickster is how it came across.

  • e.adam.quinn

    @ginidietrich He Tweeted something about 1,000 dollars last night but who knows. It is amusing to follow him. I’d expect a bigger backlash when he announces how much they are paying him and they are accused of supporting drug use or whatever that kid is into.

  • jasonarican

    @Tinu

    -People were angry because of an admittedly hefty 60% price increase. That said, I don’t think that people realized just how good they actually had it. Unlimited streaming and 1 DVD is a steal at $7.99/mo and was clearly not sustainable. So while people were mad, yes… it was a bullet that Netflix had to bite right now in order to continue to operate and grow as a company.

    -the drop in stock price is pretty bad, I agree. Again, I think Netflix is absorbing some short-term losses here that it can make up in the future. This is a good post that talks about that: s.hbr.org/mUHmt6

    -To your last point, Reed apologized for how the situation was initially handled and did a fantastic job of doing what we said lacked in the first communication: a better explanation of the decision.

    I applaud Netflix for being more transparent and appreciate a valuable lesson in business and innovation that we are watching unfold before our eyes.

    Now I could of course be wrong here, that’s what a bet is all about. But I’m betting that Netflix (and Qwikster) will weather this storm and be the number 1 example of a company that was able to innovate ahead of declining market and business model.

  • ginidietrich

    @JayDolan You’ll have more iPads than you know what to do with after one day. What will you do with them? Sell them on the black market?

  • ginidietrich

    @e.adam.quinn $1,000?!? Clearly someone needs to talk to the kid. I’m willing to bet he can get more. And he’s clearly a kid. We all did stupid things as kids. Well, I did anyway.

  • ginidietrich

    @e.adam.quinn $1,000?!? Clearly someone needs to talk to the kid. I’m willing to bet he can get more. And he’s clearly a kid. We all did stupid things as kids. Well, I did anyway.

  • ginidietrich

    @CarlThress I like the name batted around (MailFlix) that they didn’t use. Or maybe they were using MySpace?

  • ginidietrich

    @CarlThress I like the name batted around (MailFlix) that they didn’t use. Or maybe they were using MySpace?

  • ginidietrich

    @FocusedWords I’ll bring them the first week. You’ll bring them the following week?

  • @ginidietrich I liked the MailFlix name, too. Qwikster just sounds like a Sean Parker joke waiting to happen. (Too bad I can’t think of a good one to share.)

    BTW, Pot-Smoking Elmo = Best. Blog. Photo. Ever. dannybrown would be proud (or jealous). He always finds such off-the-wall images for his posts.

  • @ginidietrich I liked the MailFlix name, too. Qwikster just sounds like a Sean Parker joke waiting to happen. (Too bad I can’t think of a good one to share.)

    BTW, Pot-Smoking Elmo = Best. Blog. Photo. Ever. dannybrown would be proud (or jealous). He always finds such off-the-wall images for his posts.

  • ginidietrich

    @CarlThress I used it so my mom would call me and use my middle name. So far she hasn’t called…which clearly means she hasn’t yet checked her email.

  • @KenMueller@ginidietrich if only Netflix had a better performing Facebook page this would never of happened! 8)

  • @KenMueller@ginidietrich if only Netflix had a better performing Facebook page this would never of happened! 8)

  • I always dreaded hearing the middle name, though it doesn’t seem to have the same effect when I use it on my son.l

  • @ginidietrich Hey my comment came back?! Silly blog.

  • cmjohns

    Seems like a prime time for another company to compete with Netflix, say Blockbuster trying to revive themselves or Red Box..

  • @ginidietrich@e.adam.quinn I do stupid things every day. ๐Ÿ™‚

  • @ginidietrich@e.adam.quinn I do stupid things every day. ๐Ÿ™‚

  • FocusedWords

    @ginidietrich Deal!! Lots of ooey gooey frosting with a little cake mixed in for effect.

  • @ginidietrich Yes. Or make a house that covered entirely in iPads on every surface.

  • @ginidietrich Yes. Or make a house that covered entirely in iPads on every surface.

  • Pingback: Netflix and Apple: A Tale Of Two DVDs | MichaelSchechter.Me()

  • ginidietrich

    @cmjohns Or maybe we should do it??!

  • ginidietrich

    @JayDolan That would be SO COOL!

  • ginidietrich

    @FocusedWords DEAL!

  • ginidietrich

    @FocusedWords DEAL!

  • FocusedWords

    @ginidietrich@cmjohns Go for it Ladies!!! I’ve got my own reason for seeing Red Box get shook up.

  • FocusedWords

    @ginidietrich@cmjohns Oops, may have goofed. I assumed that cmjohns is a lady based on the way the avatar looks. Hope I haven’t offended.

  • FocusedWords

    @ginidietrich@cmjohns Oops, may have goofed. I assumed that cmjohns is a lady based on the way the avatar looks. Hope I haven’t offended.

  • @ginidietrich@cmjohsn maybe you both could partner with the weed-smoking Elmo as he is an already established brand.

  • @ginidietrich@cmjohsn maybe you both could partner with the weed-smoking Elmo as he is an already established brand.

  • ginidietrich

    @FocusedWords@cmjohns HAHAH! She is. ๐Ÿ™‚

  • ginidietrich

    @FocusedWords@cmjohns HAHAH! She is. ๐Ÿ™‚

  • ginidietrich

    @Collectual@cmjohsn Freaking brilliant! He’ll be our spokesperson.

  • ginidietrich

    @Collectual@cmjohsn Freaking brilliant! He’ll be our spokesperson.

  • They just made room for Apple to grow another area. AppleTV will grow into a stronger market. AppleTV allows you to either rent or purchases moves & TV shows and stream them onto your TV or any Apple device (iPod, iPad, iPhone) without storing media on the device itself. We just recently got it…my kids love it!! They can watch movies or TV shows anywhere in the house if they don’t want to watch the news or the history documentary Dad has on!

  • Anthony_Rodriguez

    The other terrible customer service/communications failure Netflix is guilty of is, what happens to the people who want to keep their online streaming and DVD package (or at least its equivalent)? Do they have to register two accounts for the same company? What a hassle that will be. I just really wish companies would stop thinking we cannot handle the truth and talk to us like we are people.

  • You may not be wrong about them weathering the storm, that’s not where I disagree with you. I just think it will be more out of no other option existing than anything close to innovation. @jasonarican

  • ginidietrich

    @Tinu@jasonarican I love this debate! I’m just watching it … for now.

  • ginidietrich

    @Anthony_Rodriguez From what I hear, they DO have to have two accounts. A huge pain, to be sure.

  • ginidietrich

    @sydcon_mktg I also love my Apple TV!

  • That’s a lot of hands, Octopus Lady ๐Ÿ˜‰

    This is a great case study for how not to do business. isn’t it? Soooo many mistakes here, it’s easy to lose count.

    And, I looked at the tweets on the @qwikster account out of curiosity. I would be mortified it that faux pas had been mine. Probably would have packed it in and started a new career in retail. What a disaster!

  • ginidietrich

    @WordsDoneWrite I looked at it, too, while I was writing this and had to kind of giggle. It’s clearly some kid who is about to make a bunch of money.

  • Pingback: O pedido de desculpas da Netflix « Marcelo Sant'Iago()

  • Netflix has been a study of what not to do in communicating with your customer base.

    I can’t believe they went so wrong in such a short space of time. I’m more concerned that they’ve split their brand and have lost major content partners at the same time. It’s seems like they’ve really gone away from their strengths. On the other hand, perhaps they can make a turn around as there’s still no real strong competitors yet.

    I think the drop in the stock price is more due to emotion rather than numbers, so it may be a stock to watch if netflix can make a turnaround.

  • ginidietrich

    @jburdadams And than YOU for the RT!

  • ginidietrich

    @jburdadams Or thank. ๐Ÿ™‚

  • Pingback: Inside PR » Blog Archive » Inside PR 2.69: TV or not TV…that is the question()

  • Pingback: Inside PR 2.69: TV or not TV…that is the question »()

  • Pingback: โ€“ The Blog Library()

  • The board room decision making is easy if you listen to the pundits that the streaming business will be bought by Amazon and the DVD business will be sold.

  • Pingback: Building Community with MarketMeSuite by @lisagerber | Spin Sucks()

  • Pingback: Building Community with MarketMeSuite by @lisagerber | Spin Sucks()

  • Pingback: Censorship does not lead to sales « PR Explorer()

89 Shares
Tweet
Buffer
Share44
Share35
+110
Pin
[postmatic_subscribe_widget]
[postmatic_subscribe_widget]