Netflix client statistics full#

A former employee recalled the company encouraging that agents have “at least one moment in a phone call where you would relate to a customer.” Humanizing support with jokes and personal stories. Netflix agents are encouraged to solve the problem without transferring to other agents.Īgents are also empowered to be personal. Perhaps because of this lack of pressure to drive revenue, agents are focused on solving the specific issue a customer is having. The company’s business model relies on a flat subscription rate so agents are not under pressure to upsell a customer when they are speaking to them.

Netflix client statistics full#

And here I am gurgling over my feelings and the attention Netflix pays to their customers.”Ģ) Empower agents to be individuals and focus on full resolution Now while 3% of my bill isn’t really going to add up, it makes me FEEL 100x better. Netflix knew I might be upset (or at least have noticed) the interruption and so, proactively, they allowed me to request a credit for a small amount of my bill. I figure the encoding is off and think nothing of it until this morning I receive the following email.

All of a sudden the sound gets all garbled. The company got out in front of the issue.Ĭustomer Ian Hall remembers another example: “Last night I was passively watching (or more listening than anything) to Eco-Trip with my daughter while we fixed dinner. They didn’t wait for frustrated customers to reach out and complain. If there is a service disruption or streaming issue, Netflix will not only put out a statement, but also personally email all customers who may have been affected.įor example, when there was an Xbox Live streaming outage a few years ago, the company proactively reached out to customers, apologizing for the inconvenience and offering a 2% credit to their account 2. In the video streaming business, technical glitches are inevitable. Source: 1) Take ownership and be transparent Companies across industries – not just those that compete for customer attention – can learn a few key lessons from the Netflix customer-obsession strategy.

So how does the company compete so successfully, capturing 11% of the world’s internet traffic 1? It’s because the company operates with the mindset that acquiring, engaging and retaining customers lies with the customer experience. The company competes not only with the growing number of video streaming companies (Hulu, Youtube TV, Disney+, Paramount+, Peacock, HBO Now, etc.) but also with video games: “We compete with Fortnite more than HBO” (Netflix said in a shareholder letter). Neftlix has a lot of competition when it comes to consumer attention. That’s because the company is not simply customer focused, but is customer obsessed.

In the uber competitive and dynamic video streaming landscape, this is one of the ways they’ve remained on top.