Competing with Customer Service

The New York Times reports that Netflix is starting to compete against Blockbuster using live customer service! Imagine that!

They're replacing an email model with live customer service reps, located in Portland, OR.

In fact, they've eliminated the customer service email service from their website and given their Customer Service phone number prominence, so if you have a problem, you're encouraged to call.

What a concept.

In an age where many companies would send service overseas, Netflix is betting that prompt, courteous service in "domestic English", will win over their customers. I hope they're right.

In an age where many companies operate giving their bottom line more attention than the needs of their customers, this is a bold move.

I've long thought that putting customers first, drives bottom line success. It seems to work in other industries (Nordstroms, Southwest Airlines, Lexus for example). I hope it works for Netflix.

If it does, it'll be a win/win for both Netflix customers and Netflixs' bottom line.