Regular price: $2.95

Free with 30-day trial
Membership details Membership details
  • A 30-day trial plus your first audiobook, free
  • 1 credit/month after trial – good for any book, any price
  • Easy exchanges – swap any book you don’t love
  • Keep your audiobooks, even if you cancel
  • After your trial, Audible is just $14.95/month
OR
In Cart

Publisher's Summary

Netflix creates loyalty with every conceivable tool of friendly persuasion, from high-tech market analysis to low-tech phone banks manned by people famous for coaxing smiles out of grumps. Result: a vibrant, highly successful enterprise that has beaten off numerous competitive threats and built an ever more credible promise of future growth.

Face it: America is a rich country with mediocre services. What happens when one of your electronic gizmos dies in action? Does the manufacturer instantly send you a personal apology, plus a reimbursement offer, plus a special phone number to call for further help? Of course not....

(P)2009 Audible, Inc.

What members say

Average Customer Ratings

Overall

  • 4.4 out of 5.0
  • 5 Stars
    4
  • 4 Stars
    2
  • 3 Stars
    1
  • 2 Stars
    0
  • 1 Stars
    0

Performance

  • 4.5 out of 5.0
  • 5 Stars
    2
  • 4 Stars
    2
  • 3 Stars
    0
  • 2 Stars
    0
  • 1 Stars
    0

Story

  • 4.5 out of 5.0
  • 5 Stars
    2
  • 4 Stars
    2
  • 3 Stars
    0
  • 2 Stars
    0
  • 1 Stars
    0
Sort by:
  • Overall
  • Lawrence
  • Fuquay Varina, NC, United States
  • 06-28-11

Some Good Customer Care and Business Strategies

This is a good short history of how NetFlix evolved its movie rental business. It covers how NetFlix adapted its business service from a pay per rental to a subscription service based model. There is some good information on how NetFlix focuses on customer service including primarily using highly qualified customer service representatives – CSRs instead of online support systems as a way to create much happier customers.

2 of 2 people found this review helpful