Netflix: Making things more complex and inconvenient isn’t the answer

Over the weekend, Netflix CEO Reed Hastings apologized for hubris in the way Netflix rolled out its pricing changes a few months back and announced plans to separate their DVD-by-mail service from their online streaming video service.

The streaming service will be called Netflix. The DVD service will be called Qwikster.


Unclear: Hastings names new service based on love of SpongeBob?

Continue Reading Netflix: Making things more complex and inconvenient isn’t the answer

Great Apologies Product Managers Can Learn From (Plus, One Of My Own)

Last time we looked at three truly terrible ways businesses have apologized to customers.

Today, we’ll discuss the elements of truly great apologies–with examples. And see what we can learn from the experience I had recently apologizing to thousands of confused, angry, and irritated customers…

Continue Reading Great Apologies Product Managers Can Learn From (Plus, One Of My Own)

The Biggest Professional Mistake I Ever Made As A Product Manager, Part 2

Yesterday, we started talking about the biggest mistake I’d ever made as a Product Manager. Today–the thrilling conclusion!

To recap: In a desperate bid to escape total annihilation, I activated the Space-Time Energy Projection crystal — which ripped a hole in the fabric of time, sending my team and I back to prehistoric Earth.

Unfortunately, I didn’t notice the Rulon flagship latch onto us with a tractor beam, allowing those evil bastards to follow us back to the past, where they immediately enslaved the dinosaurs in an attempt to… to… oh. Wait. That’s Dino-Riders.

Here’s what really happened.

Continue Reading The Biggest Professional Mistake I Ever Made As A Product Manager, Part 2