In 2010 Netflix changed the way that they were offering video delivery to its customers Their original business plan was to offer home delivery of DVD’s and instant streaming on TV/PC Their pricing process changed and the outcry from the consumer was overwhelming The change originally planned was not how the change turned out This is a great case that allows us to see how things don’t always go according to plan
Sometimes the best way to learn what to do is to study what happens when something goes wrong Review the information and websites provided concerning the Netflix case Customer relationship mangling: A Netflix case study Case study: Netflix 5 ways Netflix could have avoided an ugly user backlas
illustrate what went wrong when Netflix deviated from its original business plan Also, examine how the managers and executives dealt with the reactions to the changes
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