Netflix stumbles

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Netflix is going to eliminate account profiles this September. If you don't know, that's the feature that allows you to maintain separate DVD queues under one account.

YMMV, but to me Netflix is taking a giant step backward with this move in terms of serving its customers. This feature was a godsend when they first implemented it. Until then, if I wanted to be sure I always had a Bill-movie on hand (as opposed to a Laura-movie or a Laura-and-Bill-movie), I had to work hard at managing my queue, moving a new Bill-movie to the top every time I sent a Bill-movie back. Profiles took all the effort out of that effort. I'm used to it now, and it pisses me off that they're taking it away and sending me back to the Stone Age.

Good customer service is about continually making things easier for the customer, not harder. It's about giving the customer good new stuff without taking good old stuff away. I hope Netflix has some killer features they're planning to roll out instead, because otherwise they've just made the first move that would make me reconsider how useful my subscription is to me. And they didn't even ask me first.

[ original post:  http://shunn.livejournal.com/463001.html ]

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This page contains a single entry by William Shunn published on June 19, 2008 1:10 PM.

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