Web Hosting Talk : Other Forums : Web Hosting Lounge : Netflix featured on 60 Minutes (CBS), CEO embarrassed

[AceWeb]

CBS’s 60 Minutes News Magazine featured a report on Netflix today. One of the issues that it mentioned is that their customers complain that they are having issues contacting customer service (finding their telephone number on its website). When the reporter asked the CEO to find it, he said it was easy, yet he himself could not find it himself.

Transcript:

Stahl asked Hastings what customers like the Henkels should do to get through by phone.

"I’ll show you that here," he started.

It took forever. "Ah…how do I contact customer service?" he wondered.

And even the CEO couldn’t find a phone number. "Okay, it’s all by e-mail," he said.

Hastings has to worry about things like this because of competition. Blockbuster is nipping at his heels with its own DVD-by-mail service.

I like moments like these, when the CEO gets the feeling of being a customer. In my book, however, a good CEO has to place him/her self as a consumer without the need for someone from the media pointing it out.

Reed Hastings told 60 Minutes he’ll unveil plans for his own download service in January. And Netflix has posted a customer service number on its Web site.

[Aussie Bob]

Originally Posted by AceWeb

. . . In my book, however, a good CEO has to place him/her self as a consumer without the need for someone from the media pointing it out.

Couldn't agree more. Unfortunately most CEOs are so distant and disconnected to their customer's experience.

[Shock Hosts]

Yeah, I agree with both of you. I think a good example of a great CEO is Richard Branson (owner of the Virgin network).

[h4wk]

Netflix is getting worse. It is takes forever to get my DVDS and HD-DVDS now. I swear i had the same problem. After ten minutes of looking for the phone number i just gave up. How could a computer with 2 millions customers not have a phone number.

[FluffyTigger]

Originally Posted by mohamoud

Netflix is getting worse. It is takes forever to get my DVDS and HD-DVDS now. I swear i had the same problem. After ten minutes of looking for the phone number i just gave up. How could a computer with 2 millions customers not have a phone number.

Yeah, but think of the savings on customer support!

[h4wk]

But i could see why they don't have customer support. There are idiots out there that will ask stupid questions. Like where can i find this movie. I know the title. Use the search engine.

See 5 minutes or more wasted there.

[hekwu]

Originally Posted by FluffyTigger

Yeah, but think of the savings on customer support!

I remember a couple of years ago I looked at the numbers... it was like $30 to $40 for telephone and $10 - 15 email and $5 for onsite (customer help themselves). My numbers may be off... it has been years and years since that paper.... but the savings where huge.

CEO can get out of touch... he puts his trust in people... boy, someone had to be having heart problems after seeing that show.