The ROI of Humble Pie

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Ariella
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Re: ROI
Ariella   9/26/2011 11:58:58 AM
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Exactly, impactnow. It is the right thing to do --not only from an ethical perspective, but from a business perspective -- to keep your customers and to make them feel good enough about the relationship to recommend you to others. If you don't bother, they will still feel slighted and want to warn others about their negative experience. Social media allows them to reach far beyond the  two or three people may have once told in person or on the phone.

impactnow
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ROI
impactnow   9/26/2011 10:04:22 AM
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An apology and restitution goes a long way especially in eh digital era where one upset customer can tell tens of thousands in a few moments. The value of an apology can be worth thousands!

cmophil
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Re: Netflix CEO apology
cmophil   9/23/2011 12:54:29 PM
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Good 1

Ariella
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Re: Netflix CEO apology
Ariella   9/23/2011 11:22:29 AM
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@cmophil, Yes, but the fact is that you have to know whom you're dealing with. For example, you may know that your boss will never tell you it's OK to come in late on Monday morning if you ask for prmission on Friday. But if you just come in late, there's not much he can do about it -- other than dock your pay if it is calculated by the hour. However, if you have a real stickler boss whose rule is "Come in on time, or don't come in at all," trying that approach could backfire on you. 

There is also a major difference between Facebook members and Netflix members. Netflix customers pay for the service, so they have certain expectations about what they deserve for their money. Facebook members use the service for free, so they are less likely to leave over annoyances. This week I saw a number of people putting up:

Ariella
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Re: Netflix CEO apology
Ariella   9/23/2011 11:16:20 AM
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@Anne, wheels within wheels here.

Ariella
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Re: Netflix CEO apology
Ariella   9/23/2011 11:15:55 AM
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Yes, AliceAMM, a poor excuse for an apology can be seen as adding insult to injury. 

cmophil
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Re: Netflix CEO apology
cmophil   9/22/2011 8:58:13 PM
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Have you heard the saying "It's better to ask for forgiveness than to ask for permission". I feel like that's how FB handles business. It's just a matter of users continuing to take it.

Anne Weiskopf
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Re: Netflix CEO apology
Anne Weiskopf   9/22/2011 3:21:58 PM
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Interesting.  The plot thickens......

AliceAMM
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Re: Netflix CEO apology
AliceAMM   9/22/2011 3:09:23 PM
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After watching Zuckerburg's presentation on the Facebook changes and seeing Netflix's role in the movie streaming, it makes me wonder if that split wasn't part of a bigger plan. I seriously wonder if it mattered if the consumers were upset over the change because of the their participation in FB's Open Graph. Just makes me wonder as it was handled so poorly.

I agree with you completely that an apology that lacks sincerety only serves to fuel the fire.

Ariella
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Re: Humble Pie has One More Perk
Ariella   9/21/2011 4:50:55 PM
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Exactly, smkinoshita! That's what makes it a perfect fit with Nurse Next Door's branding" "Whatever it takes to bring you peace of mind."

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