Netflix out of touch

I went long on Netflix at about $40 and sold very much higher, recently. Why did I sell a good thing. Because I felt that Netflix was loosing touch with its customers. Then I got the following email the day after I shut down my account with Netflix, and sent them an email with the reason why: "Your 'New Release' instant watch are old hat, and I would expect newer movies, sooner. Until then I am suspending my Account".

Now you may or may not agree with my viewpoint, or you may wonder why I even bother. But if you are managing your business..Daily, then the last thing you want to do is this:

Netflix (Auto Reply) noreply@netflix.com to me

show details 6:34 PM (19 hours ago)

It’s always nice to hear from you. Unfortunately, since we get a lot of mail we aren’t able to respond to each message.

Please note we will not reply to customer service issues or billing questions from this mailbox: info@netflix.com. The Your Account & Help section of our website is set up to get most issues resolved as quickly as possible. Please give that a try.

Your Account:

https://www.netflix.com/YourAccount

Help:

http://www.netflix.com/Help

And if you still have questions, we’re always happy to help. Feel free to call us at 1-866-716-0414 anytime.

-Your friends at Netflix

There is absolutely no way for a Netflix customer, nor customer/shareholder to give well meant feedback to Netflix management on line. In today's age of enterprise social networking and crowd sourcing, this is unforgivable, and puts Netflix at risk. Clearly their recent pricing policy problems and corporate meanderings are another signal that Netflix is out of touch with its customers.

Michael Traecy's still very relevant "The Discipline of Market Leaders" shows us what happens to laggards in any one of the three strategic disciplines (Customer Intimacy, Operations Excellence, Product Development).