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Reed Hastings

Netflix's 23-Day Qwikster Crisis: The Canonical Customer-Led Brand Reversal

The Netflix Qwikster crisis ran 23 days. Announced September 18, 2011. Killed October 10, 2011. 800,000 subscribers lost. Stock down 75 percent. The canonical case study in customer-led brand reversals — and the five transferable lessons that continue to define modern crisis-response discipline.

EPR Editorial Team · Oct 15, 2011

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Netflix's September 2011 Subscriber-Loss Letter: The IR Side of the Qwikster Crisis

On September 15, 2011 — three days before the Qwikster announcement — Reed Hastings disclosed Netflix's expected one-million subscriber loss in a shareholder letter. The canonical case study in IR communications inside an active consumer crisis, and the satellite to EPR's Qwikster canonical case.

EPR Editorial Team · Sep 15, 2011