Yes, they screwed up by announcing they would take away the Profiles feature. But then, when it became clear that customers were upset with the announcement — and by upset, I mean ready to cancel their accounts — Netflix retracted their decision, and sent one of the best apology emails I’ve seen.
We Are Keeping Netflix Profiles
You spoke, and we listened. We are keeping Profiles. Thank you for all the calls and emails telling us how important Profiles are.
We are sorry for any inconvenience we may have caused. We hope the next time you hear from us we will delight, and not disappoint, you.
-Your friends at Netflix
Short and sweet, and to the point. “You spoke, and we listened.” That’s the essence of managing customer experience, even when it happens a little after it could have. Well done, Netflix.