A few years ago when Netflix raised their prices and split the mail/instant services, they became everyone’s favorite company to hate. They’ve since improved their image by expanding their content, including resurrecting Arrested Development and cutting deals with Disney and other networks.
Another more subtle thing they’ve done is put some fun and personality into the way they interact with their customers. Buzzfeed has posted a series of great Netflix responses to tweets from customers, including the one above. Also floating around the internet is this conversation between a customer and tech support. It begins:
- Customer: I have a problem to report.
- Netflix: This is Cpt. Mike of the good ship Netflix. Which member of the crew am I speaking with today?
- Customer: Greetings. Lt. Norm here. Engineering has a problem to report.
- Netflix: Lt., What seems to be the problem?….
What a great way to engage their customer in a potentially tense situation! It goes on like this for several minute and ends with the customer saying they wish they had another problem because the conversation was so fun! This is a good lesson other companies would do well to learn: corporate communications doesn’t have to be stiff and professional; it can be fun and full of personality. It’s the little touches that make an impact.