In the social media world, companies can be held accountable for every action at warp speed.
Hours after media content company Netflix announced a few months back that they would be dividing their DVD and online streaming services, they got pummeled online.
Fanning the flame was the fact that they didn’t even control the Twitter account for their proposed new line of DVD videos, Qwikster.
Today, Netflix has done the much-anticipated U-Turn, scrapping plans for Qwikster and freezing prices for the foreseeable future.
This is a big win for crowdsourcing.
A company’s consumers told them in every way possible – blogs, tweets, Facebook posts and even videos…like this:
Like the man said…the Internet broke up with Netflix. Even if people would pay the additional money, they were mad at how the company made the announcement.
But their reversal was less of an apology and more of an anti-apology.
From their corporate blog announcement, they kind of put the onus of stupidity on their customers, claiming two sites would make it difficult. It wasn’t an all-out, “we’re sorry, we love you.”
No, it was more like, “you can’t handle our awesomeness, so we’ll dumb it down for you.”
In the end, the company fixed the issue that they created, but what did they really accomplish? Customers are ticked off and you basically said it’s their fault. Not good.