Facebook, Netflix, Star Wars…do consumers still matter?

ver just the last few weeks, I have noticed three glaring examples of decision-making among companies that seemingly goes against everything their consumers want.

I, along with many other people, cancelled my Netflix account after it

announced its plan to raise prices dramatically (as much as 60 percent). My decision was not based on price, really (my own plan was not going to be raised too drastically). However, I was offended with the attitude Netflix took regarding the change. Between the lines, the memo said, “We are a big corporation. You have made us powerful and helped us to eliminate the competition, so now we can do what we want without regard for the people our company was built upon.”
Apparently, I was not the only one whose feathers were ruffled. The number of people dropping or downgrading their accounts number into the millions, and in an attempt to make a halfhearted apology, Netflix just angered people all over again with plans to split the DVD and streaming services.
Many business experts are saying this could be the first step in the downfall of what became a true media giant.

Another potentially disastrous business move has been George Lucas‘ decision to release the Star Wars saga on Blu-ray with even more changes to

the original movies…without offering the original, unaltered versions. I don’t think even the dark side of the force could have given Darth Vader a heads up as to the backlash his creator would face. Fans (and former fans) took to Star Wars websites, blogs, and retail sites such as Amazon.com by the millions, calling Lucas everything from a “traitor” to a “hypocrite” to a “greedy businessman.” Initial reports indicate the sales of the Blu-ray edition have been a disaster for Lucasfilm.

Apparently, Facebook hasn’t been reading the Business News Weekly lately, as it joined Netflix and Lucas in the halls of infamy by drastically restructuring its news feed this week. People posted onto Facebook in droves, spewing venom over the changes that seem to be overwhelmingly reviled. The backlash has been so strong it has made international news. As with Netflix and Star Wars, consumers are demanding a reversal of the decision.

I find it interesting that companies seem to be developing a laissez-faire, “If

they don’t like it, they can kiss my rear end” approach to their customers in a time when it would seem businesses need them the most. While Facebook is a free service, Netflix is not. What logic is behind coming right out and saying “Yes, I realize we will lose a lot of our customers…but in the long run this will be a better move for us”?

Or, in the case of George Lucas, “These are my movies; I can change them if I want, and people that don’t like it don’t have to buy them.”

I cannot remember a time when consumer voices have been quite so loud and disapproving of the actions of the companies they rely upon, with seemingly no one listening.

Has the voice of the consumer been silenced