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.
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.