I was reading Kim’s recent
blog post about her opinions on Netflix. I, too, am a huge fan of the site
for a number of reasons. I like its user-friendly personalized features
which allow me to rate my movies and share my list with friends.
Kim and I are not alone.
Many other Netflix fans contribute to the Hacking Netflix blog, a really interesting
blog about Netflix that aims to “learn as much as we can about this company and
share this information.” In the past, this blog placed Netflix squarely
in the media spotlight when a Hacking Netflix blogger asked for an interview
with Netflix. The blogger received a scripted email from the Netflix
corporate relations department that didn’t seem to take him seriously. He
pasted the exchange on Hacking Netflix and went on to explain how this blog
helped to evangelize Netflix, as these bloggers were customer advocates for the
company.
Following the entire
exchange in the publications that picked up the story taught me (and probably
others) a valuable lesson about customer feedback: If your customers spend the time to think
(and write) about what they do/don’t like about your company, it’s important to
listen because they can be your most influential customers (and ex-customers).
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