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Filed under Business on June 30, 2008 by Avi Flax

Netflix Demonstrates Customer Relationship Mastery

Everyone makes mistakes. It's what you learn from them, and how you deal with them, that matters.

Two weeks ago, Netflix decided to discontinue one of their features: Profiles. I was annoyed by this, but not enough to make any noise about it, or even tell Netflix. Truth is, I assumed that the decision was final, and that nothing I could say would matter. Well, Netflix proved me wrong, and has once again demonstrated their dedication to customer satisfaction, by reversing their decision in response to customer feedback.

I just found this message in my inbox:

Netflix Profiles Apology Email Screenshot.png

The tone of the message is perfect, just perfect. I'm very impressed, and I sincerely hope that we at Arc90 can do half as well in our customer interactions - particularly if we're ever as big as Netflix.

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Comments

"This change will help us continue to improve the Netflix website for all our customers" meant either "we are sick of maintaining this code" or "we need these programmers elsewhere" or both.

Profiles are part of the public Netflix API. Maybe they wish they hadn't introduced it originally (I'm happy they did, as it's a great feature), but breaking your API is a no-no, whether the API is for e-commerce, information exchange, or making sure that when my wife returns our current disc of "The Wire", we don't get "Hannah Montana" next.

Posted on July 3, 2008 1:55 PM by Joel P

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