CommPro.biz excerpted the Power of Communication, focusing on the need to take audiences seriously:
Will We See a Netflix Summer Sequel? How Brands Can Rebuild Trust and Inspire Loyalty
Posted on May 21, 2012 in Crisis Communications, Public Relations
By Helio Fred Garcia, Author, The Power of Communication: Skills to Build Trust, Inspire Loyalty, and Lead Effectively
Let’s hope Netflix doesn’t see a summer sequel this year. While it was easy to critique the company during its Qwikster fiasco a year ago, it’s looking like a third of its new customers are actually returning customers who were angered and disgusted.
Forgive and forget? Maybe for Netflix’ subscribers—but its shareholders aren’t yet hopping on the bandwagon, according to Daily Finance and other media sources. There’s a reason for that—and a lesson for all other companies.
Let’s dig into it here: