Price change and service changes in quick succession… and the ensuing customer dissatisfaction.

An excellent current-events case to bring to the classroom.

via the netflix blog:

I messed up. I owe everyone an explanation.

It is clear from the feedback over the past two months that many members felt we lacked respect and humility in the way we announced the separation of DVD and streaming, and the price changes. That was certainly not our intent, and I offer my sincere apology. I’ll try to explain how this happened.