Category: Netflix

Netflix, Gap lag in customer satisfaction online

(Reuters) – Netflix Inc and Gap Inc were among the worst performers in customer satisfaction among the largest online retailers this holiday season, according to a survey released on Wednesday. The online customer experience MATTERS. […]

If you’re not into customers, why are you even working here?

I just wrapped up a meeting with a brilliant CEO. I’m on retainer to manage the client experience at his company and today we were reviewing gaps in service. My client is big on “feeling.” […]

Keep the Star Employees. The others need a generous severance package now!

I’m doing research on the NetFlix customer service culture this afternoon for a customer service conference I’m hosting next week. One of my many discoveries about the company’s culture is that they view themselves as […]