How Netflix Made Me Smile

Have you made your customers smile lately?

A few weeks ago, I told you about an e-mail snafu at Travel Oregon that resulted in us issuing a tongue-in-cheek “mea culpa” that resulted in phenomenal “love” from our consumers. This week, I was on the receiving end of such an e-mail that reinforced my love for Netflix.

Thoughts:// I was pleasantly surprised when I found this e-mail from Netflix last week. Turns out a shipping error on Monday caused a slight delay in the shipment of our next movie (“The Wind the Shakes the Barley“) by two days. Granted, my wife and I are movie fanatics and we did notice the slight delay; but we shrugged it off and chalked it up to some Netflix algorithm that’s gently holding back our que.

But as the e-mail mentions, it turns out it was just a “shipping system” outage. Netflix could have definitely let it slip by in the hopes that we wouldn’t notice; but the fact that they not only issued a personal apology in addition to a small discount on our next bill is just astounding.

In an age when many big brands simply call a “website” or a rote “monthly e-newsletter” interactive marketing, Netflix’s approach is remarkably refreshing.

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