My husband and I are one tiny drop in the ocean of NetFlix subscribers but are branded to the bone with the service. Your jaw would bounce off the linoleum if you knew how many movies we go through each week (yes, it's an addiction). Even with that nasty bit of business over delaying shipment to loyal customers, NetFlix admitted its error and all was quickly forgiven.
NetFlix floats through our daily life in an amazingly transparent way. It's always there when we need it and it pretty much takes care of itself. As an introvert, I adore the website - I can do everything online.
Never have I had this level of customer service without having to speak to someone on the phone or in person. The level of trust and care for the customer has always surprised me and it just set David Pogue, tech editor for the NY Times, back on his heels:
Back when I was a member, I wound up losing “The Last Samurai” DVD. Couldn’t find it.
Netflix’s Web site makes it simple to report such a lost disc. You’re charged a flat $20 for the loss–but the site makes it clear that if the disc ever turns up, you can return it and they’ll give your money back. I thought that was a pretty excellent policy.
So guess what? Last week I found “The Last Samurai” (or maybe I should say “The *Lost* Last Samurai”). But I haven’t been a Netflix member for over a year!
I called the 800 number, fearing the worst.
Did the worst happen? Read here to find out. I wonder why more businesses just don't "get it" when it comes to the ultimate customer experience. NetFlix gets it... and has 6 million subscribers to show for it.
That's a lotta popcorn, baby...