Lessons on Customer Care

[henrylyne]

I have mixed feelings regarding the ongoing woes of Netflix. On the one hand I enjoyed using their services, but on the other hand I was annoyed by their steep price increase and am glad they are feeling pain for their choice. My delight is also because a group of customers decided to make their voices heard by canceling their service, and it has

Comments

[henrylyne]

Later the same day I wrote this, I was on a conference call with someone who suggested that we could launch a new feature that included elements with poor user experience. He said customer care can handle users that encounter problems, that was their job after all. Exactly the sort of thinking that should be strongly discouraged.