Plus one to Netflix for making this the first sentence:
"This is Neil Hunt, Chief Product Officer for Netflix."
No vague hiding behind an unidentified team or blog. A person has chosen to identify himself with the decision, and the company chose to present it that way.
The general tone is also positive. This is a good way to communicate.
Contrast with Amazon's anonymous whine on their kindle blog when they gave in to MacMillan. Not signed by a person, not even "the team." And full of blame and "you'll see!"
Comparing Amazon's official communication with customers to Netflix I think Amazon wins.
Looking at Netflix's blog they have 3 posts for the entire year.
Looking at Amazon's discussion forums, there are a swath of official announcements, including one that informs customers how to access 2 million free books outside of Amazon.
Sure, having a name in front of the post is nice I guess, but in terms of consistent and valuable customer communication I think Amazon wins. Also here's an example of an apology from Bezos himself
I agree that a person identifying himself was admirable. But I'd rather he identified himself, and then went on to say how he really felt about it (I'm assuming here they were more disappointed to close it then he let on).
This is professional - but it also lacked much backbone.
Comments
Plus one to Netflix for making this the first sentence:
"This is Neil Hunt, Chief Product Officer for Netflix."
No vague hiding behind an unidentified team or blog. A person has chosen to identify himself with the decision, and the company chose to present it that way.
The general tone is also positive. This is a good way to communicate.
Contrast with Amazon's anonymous whine on their kindle blog when they gave in to MacMillan. Not signed by a person, not even "the team." And full of blame and "you'll see!"
http://www.amazon.com/tag/kindle/forum/ref=cm_cd_et_md_pl?_e...
Comparing Amazon's official communication with customers to Netflix I think Amazon wins.
Looking at Netflix's blog they have 3 posts for the entire year.
Looking at Amazon's discussion forums, there are a swath of official announcements, including one that informs customers how to access 2 million free books outside of Amazon.
Sure, having a name in front of the post is nice I guess, but in terms of consistent and valuable customer communication I think Amazon wins. Also here's an example of an apology from Bezos himself
http://www.amazon.com/tag/kindle/forum/ref=cm_cd_ef_tft_tp?_...
I agree that a person identifying himself was admirable. But I'd rather he identified himself, and then went on to say how he really felt about it (I'm assuming here they were more disappointed to close it then he let on).
This is professional - but it also lacked much backbone.
True, although I prefer if the real person has a real job title.