Netflix fascinates me. How a company that has done such a great job of delivering a quality product to customers in an array of methods can get into so much trouble with its customer base is mind boggling.
Remember last year when Netflix raised prices and infuriated their customer base? Customers got furious. Then Netflix announced that DVD rentals would be going to a new service Qwikster. Separate web site, separate queues, separate credit card charges, incredibly stupid name…yeah, that sounds like a good idea. So Netflix announced Quikster. Then after customers responded in ways that could only be described as blowback, it backed off of the idea in a poorly written blog post from Reed Hastings, the Netflix CEO.
Somehow after demonstrating amazing levels of stupidity time after time, Netflix has managed to keep customers. Sure, it lost some customers in the midst of that price change chaos, but the company is still doing just fine. This is probably because despite a history of poor decisions, the company really does deliver a quality product. So these poor decisions don’t really have too much of an impact on revenue.
But you can only go to that well so many times before it runs dry.
This week it was announced that Netflix had formed a political action committee (PAC). Immediately people all over the Internet were (rightfully) concerned that this company that supported that horrid SOPA/PIPA legislation was going to be pushing for its passage again.