Comments on: Preemptive Apology: How Netflix Earns My Respect, and My Business

By: Kevin Cullis

Kevin Cullis — Mon, 01 Jun 2009 06:04:51 +0000

Ryan,

Great story, too bad other companies consider customers the reason NOT to bother them rather than THE reason for their business.

By: Kevin Cullis

Kevin Cullis — Mon, 01 Jun 2009 06:04:00 +0000

Ryan,

Great story, too bad other companies consider customers the reason NOT to bother them rather than THE reason for their business.

By: Ryan M. Healy

Ryan M. Healy — Tue, 26 May 2009 22:07:59 +0000

@Becki – I get those follow-up emails too. And I respond to them! Netflix is one of a few companies I actively engage with. I’ve noticed a side effect of answering those surveys is it makes me feel like I’m taking ownership in Netflix — like I’m a part of making it better.

@Carl – Never hurts to go above and beyond. :-)

@John – Wow… sounds like Zip.ca is a great company as well.

@Paul – I agree, Netflix does a great job of using direct mail. I’ve saved a few pieces of theirs that I thought were particular impressive.

One thing they could probably work on (like so many direct mail companies) is not sending new customer solicitations to current customers. Seems to happen a lot.

By: Ryan M. Healy

Ryan M. Healy — Tue, 26 May 2009 22:07:00 +0000

@Carl – Never hurts to go above and beyond. :-)

@John – Wow… sounds like Zip.ca is a great company as well.

@Paul – I agree, Netflix does a great job of using direct mail. I’ve saved a few pieces of theirs that I thought were particular impressive.

One thing they could probably work on (like so many direct mail companies) is not sending new customer solicitations to current customers. Seems to happen a lot.

By: Paul

Paul — Thu, 21 May 2009 18:52:09 +0000

I love Netflix for multiple reasons, not the least of which is their dedication to continuing to use direct mail to reach as many customers as possible. So many companies have all but given up on print media.

Of course Netflix service relies on the postal service, but as an internet-reliant company, they’ve shown that what they care most about is reaching as many customers as possible as is evidenced by this direct mail piece I still occasionally receive either offering me a free movie for referring a friend, or what-not: http://www.twitpic.com/dwwy.

By: Anonymous

Anonymous — Thu, 21 May 2009 18:52:00 +0000

By: John C. A. Manley

John C. A. Manley — Thu, 21 May 2009 18:27:49 +0000

In Canada we have Zip.ca. Equally as impressive. If a disc they send you doesn’t play, they instantly send you a replacement plus send you TWO free DVD rentals on top of it.

Even better… I didn’t know what “Blu-Ray” was. Rented a film. Didn’t play in my DVD. Sent it back. An email arrives checking to make sure I understand the different between Blu-Ray, etc. So it was really my fault. But they insisted on sending two freebies, anyways.

By: John C. A. Manley

John C. A. Manley — Thu, 21 May 2009 18:27:00 +0000

In Canada we have Zip.ca. Equally as impressive. If a disc they send you doesn’t play, they instantly send you a replacement plus send you TWO free DVD rentals on top of it.

By: Carl Pruitt

Carl Pruitt — Thu, 21 May 2009 16:55:14 +0000

They went even further just in case. I received the same email and I didn’t even attempt to watch a movie instantly that evening. Like you I was impressed.

By: Carl Pruitt

Carl Pruitt — Thu, 21 May 2009 16:55:00 +0000

They went even further just in case. I received the same email and I didn’t even attempt to watch a movie instantly that evening. Like you I was impressed.