How did Netflix's strategy of eliminating email-based customer se

Netflix's strategy of eliminating email-based customer service inquiries and shifting to a 24/7 call center was seen as a customer-centric move. It was considered innovative and financially efficient. This strategy allowed Netflix to get closer to their customers, as it provided a more direct and immediate form of communication. Without this, there would be no real connection a customer has to Netflix.

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In 2007, Netflix did something quite uncommon for a web-based venture: the company completely eliminated email-based customer service inquiries. All questions, complaints and suggestions from the Netflix users go to the 24/7 call center abroad. This move, according to the experts, is as smart as it is innovative because it's customer-centric (and more financially efficient). Matt Mani, a senior associate at Booz Allen told The New York Times: "I don't think there's any trend to pull back. This is a unique strategy for Netflix. There's so much more competition. This is something they've done to get closer to the customer, because, without that, there's really no connection a customer has to Netflix."

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Business Strategies and Frameworks (Part 2)

Follow up to the first part of our Business Strategies and Frameworks compilation, part 2 offers you some of the most useful and popular business stra...

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