All projects: Gel, Good Todo, Games, Uncle Mark, Bit Literacy
Netflix listens to customers and reverses its decision
In my recent post about Netflix, I noted my surprise that any company would voluntarily shrink its search results. After all, customers like to click Search just once.
Today Netflix reversed its decision, saying that "for many of our members two websites would make things more difficult".
Netflix did the right thing, for the right reason. Customers want one search button to find their movies. Whether the movie is on DVD or streaming is an important but secondary matter.
Note that this decision was described in terms of the customer experience - not licensing, partners, acquisitions, or underlying technology. Netflix is a success because of its sustained laser focus on the customer experience - and it's nice to see it back on track.
Credit where credit is due -- Netflix did the right thing reversing itself just now. Here's my problem: Why did it take an angry virtual mob to clue Netflix in that severing the service delivery into two lesser and distinct halves was bad for customer experience?
First clue: The "Qwikster" announcement was phrased entirely in terms of the company's needs. This was going to be better for Netflix. Not a word about my experience as a customer. Netflix was losing the script.
Now they're talking about the customer experience again, but, I'm sorry -- I don't buy it. It only became an issue after Netflix caught enough flak to bring down a small moon. That's a real pity, because the product, and the user interface, has been good and unique enough for me to give up cable completely and rely on it instead. Now, though, unless I see evidence that the customer experience is still a priority, I expect the service to deteriorate. Give me one competitor today with a better streaming selection and equivalent DVD-by-mail service, and Netflix loses me. The only reason I'm still there is the same reason I still fly the major airlines: There's no equivalent or better alternative.