It goes without saying ‘a little bit of empathy goes a long way even in a Corporate context’. In these uncertain times, it is extremely important for organizations to ensure their communications are empathetic and this is a brilliant example. Netflix got it spot on with their content strategy. Definitely touched the right chord.
Netflix announced its Q1 2020 results yesterday. As expected, Netflix had a phenomenal quarter. In the previous 4 quarters, Netflix added 9.6, 2.7, 6.77 and 8.76 million new subscribers. In Q1 2020, they added 15.7 million new subscribers! That takes their total to 182.86 million subscribers, making them one of the largest entertainment services in the world! But despite this, the communication was rooted in reality!
The first paragraph is a sober reflection of the devastating impact of the coronavirus. To frame the fact that they are a company that is seeing a significant increase in demand, they say, "we are *acutely aware* that we are fortunate".
My favorite part was, "We expect viewing to decline and membership growth to decelerate as home confinement ends, *which we hope is soon*". The focus was sharply on the ending of the people's troubles.
How does all this help? It helps in the way media frames its stories. Take a look at how that translates in the coverage - from just 3 leading newspapers: NYT, WSJ and Washington Post, and Fortune's Data Sheet newsletter.
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