Filed under: Customer Experience | Tags: customer engagement, Customer Satisfaction
As a new Netflix customer, I’ve been impressed with their dedication to customer satisfaction. A few weeks ago, I received an e-mail from them asking for the arrival date of my latest movie, so they could make sure the delivery was timely. Today, they sent me another message:
“Dear Liz, You recently watched Goal! 2: Living the Dream. To help us ensure a great experience for all members, would you take a moment to tell us about the picture and audio quality?”
Two things came to my mind. 1. What in the world is “Goal! 2: Living the Dream,” and why was my husband watching it? 2. Netflix is dedicated to their customers in a way that other companies are not.
Netflix communicates one-on-one with their clients and genuinely cares about their experience. Being a web-based business, this is fairly easy for them to do. Still, I believe every company has the ability and technology to do the same. Imagine buying a computer from Dell and receiving an e-mail from them a few weeks later asking if you like it. Retail stores frequently ask for e-mail addresses during transactions. In addition to adding these patrons to an e-mail newsletter list, why not ask them if they are happy with their purchase, or how the service was? This is customer appreciation. This is making sure customers know that their opinion is valued. This is one of the reasons why the $14 bucks a month I spend on Netflix will be one of the last things ever cut from my budget.
-Liz Giel
Photo credit: HackingNetflix (Flickr)
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