Netflix talks
NetFlix is continuing to differentiate itself from Blockbuster, this time by shutting down its email channel for customer service and prominently displaying its toll-free number on their website. The increase in call volume is a conscious choice to improve service. They chose to put their call center in Oregon, because people seem to be more empathetic there and you don’t see the high turnover in other call center hot spots like Salt Lake City. Empathy — that’s something that Blockbuster will never try to compete on.
NetFlix is facing increasingly stiff competition from Blockbuster as the fee-loving behemoth attempts to copy NetFlix’s mail-based DVD rental service. The growth of NetFlix’s customer base has slowed, which might cause most organization to take cost-cutting measures in preparation for pricing wars. Thankfully, that doesn’t appear to be how NetFlix is thinking.
