Comments on: New Marketing in action: Netflix.

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By: ventureblogalist

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By: Contradições « Run, Motherfucker, run

Contradições « Run, Motherfucker, run — Mon, 10 Aug 2009 21:04:42 +0000

[...] né? Um bom exemplo do que o Adrian defende é a Netflix. « E se vc fosse cliente [...]

By: Looking for the fundamental contradictions. | From The Head Of Zeus Jones

Looking for the fundamental contradictions. | From The Head Of Zeus Jones — Mon, 10 Aug 2009 19:36:25 +0000

[...] because can be the starting point for innovation. For example, as I wrote the other day, Netflix used a fundamental contradiction in the video rental industry as a starting point for its bu…. I also think that these fundamental contradictions are fairly easy to spot. The only question you [...]

By: adrianho

adrianho — Fri, 07 Aug 2009 03:14:43 +0000

Hi Tom,

While people grumble loudly about Netflix I think the general state of their business is very strong For example, they've come top in many customer satisfaction surveys for several years running, including this year: http://www.videobusiness.com/article/CA6657326....

Also Eric loves Netflix but watches everything instantly, I should have mentioned that.

By: tomneveril

tomneveril — Fri, 07 Aug 2009 02:57:41 +0000

While Netflix's current practices are profitable I don't think they engender brand loyalty. When a customer is responsible for not getting the most out a given service, doesn't that customer often fault the service? Consider the way people talk about their gyms. When they don't use their gym, it evokes ill will towards the gym. Rationally, it doesn't make sense. Nor does it make sense when a friend of mine threatens to quit “stupid Netflix” because she hasn't made time to watch her dusty copy of “The Other Boleyn Girl.” Should the brand remain silent? I don't think so. Equinox gyms conduct customer outreach to encourage gym usage. While it might not make for easy profits, I think Equinox benefits far more from ultimate customer satisfaction. Or at least complete innoculation from blame for lack of usage. You might argue that Netflix reminds people what they have at home every time they log in. Trouble is, people don't log in often. So, Netflix should allow customers to create email reminders at customer-selected time frames. This would probably make Eric even happier about the service, and less likely to use other video entertainment avenues.

By: adrianho

adrianho — Thu, 06 Aug 2009 22:14:00 +0000

Hi Tom,

While people grumble loudly about Netflix I think the general state of their business is very strong For example, they’ve come top in many customer satisfaction surveys for several years running, including this year: http://www.videobusiness.com/article/CA6657326.html

Also Eric loves Netflix but watches everything instantly, I should have mentioned that.

By: Anonymous

Anonymous — Thu, 06 Aug 2009 21:57:00 +0000

While Netflix’s current practices are profitable I don’t think they engender brand loyalty. When a customer is responsible for not getting the most out a given service, doesn’t that customer often fault the service? Consider the way people talk about their gyms. When they don’t use their gym, it evokes ill will towards the gym. Rationally, it doesn’t make sense. Nor does it make sense when a friend of mine threatens to quit “stupid Netflix” because she hasn’t made time to watch her dusty copy of “The Other Boleyn Girl.” Should the brand remain silent? I don’t think so. Equinox gyms conduct customer outreach to encourage gym usage. While it might not make for easy profits, I think Equinox benefits far more from ultimate customer satisfaction. Or at least complete innoculation from blame for lack of usage. You might argue that Netflix reminds people what they have at home every time they log in. Trouble is, people don’t log in often. So, Netflix should allow customers to create email reminders at customer-selected time frames. This would probably make Eric even happier about the service, and less likely to use other video entertainment avenues.