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Archive for August 18th, 2008

August

2008

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Usability

More About Saying You’re Sorry: NetFlix Does It Right

Posted by Patrick Neeman at 2:07 pm

From NYTimes Via Good Experience:

Netflix, the DVD-by-mail service, largely ceased shipping DVDs to its 8.4 million subscribers for three days this week. The company vaguely blames a technology glitch.

Yet, as a result of the mess — which was resolved earlier Friday — customers are now applauding the company’s honesty. Its stock, as of now, is up on the week, not down. Just imagine if McDonald’s stopped serving burgers for three days.

So what are the lessons for other companies, and for people who follow Netflix’s business?

That saying you’re sorry is okay. Read on…

Other sites that agree:

MySpace Mondays

MySpace Mondays: How To Improve Your MySpace Application

Posted by Patrick Neeman at 9:00 am

About Usability Counts

Patrick Neeman is a Business Analyst and User Experience Consultant in Los Angeles, CA. He has worked with MySpace, Realtor.com, Orbitz, eBay, and Stamps.com, but is most proud that the first site he designed professionally was a top 100 site: the Oliver North Home Page.

Ha Phan Ha Phan is a Business Analyst and User Experience Consultant in San Diego, CA. She has worked for Hasbro, NPR Music, Fisher Price, KCRW Media Player which received an Honorable Mentions from the Webby for Best Practices. Ha has also designed games and Business Process Applications.

Linda Coss is a Freelance Marketing Writer in Orange County, CA. She has worked on both the client and agency side of the business, and specializes in writing targeted and effective marketing materials for small- to mid-sized businesses. Visit her website at Plumtree Marketing.