Did Netflix (NFLX) finally figure out that customer service will be the determining factor in their success over Blockbuster? According to this New York Times article - apparently they have figured it out. The company has opted to set up a call center in Oregon because the state is known for its friendly people. I can attest to that. People in Oregon are so friendly because of all those trees out there. They get more oxygen than us city folk!
Another thing that Netflix has done is eliminate customer service via email. The company's number is now prominently displayed on their website so that customers can call in for help. Would that increase the call wait on the phones? I'm not a Netflix customer, so you tell me...
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I have been a Netflix customer for a little over a year. From my experience, they have always "gotten it" when it comes to customer service. Any issues are rapidly handled, delivery time is unreal fast, and the one time I received a malfunctioning dvd (it was broken in half, so I assume it didn't leave the center like that) they replaced it immediately with no questions asked.
To me, this is simply the next step in their continuous efforts to provide a great customer experience.
disclaimer: I have no ties to Netflix other than being a very satisfied customer.
Posted by: Jason Moore | August 22, 2007 2:20 PM | Permalink to Comment