What happens when you stop listening to your customers ?
To quote Remar Sutton, “they vote with their feet”.
Netflix has lost 800,000 subscribers in the last quarter probably due to the screw up with changing all the fees associated with streaming videos and their attempt to spin off (or put out to pasture as I’m sure it was intended) their DVD mailing business as online streaming is doing so well.
Sometimes you have to remember what got you to where you are in the first place. It may not be your main money making line of business but in the age where tweets are retweated until they become viral, and blog posts are reposted, bad customer service is not just a bad idea, its a very unsound business practice. On the internet it can be catastrophic.
Derek Sivers of sivers.org had some interesting observations from his business CDbaby.com.
Scroll down for his “uncommon sense” youtube videos.