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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.
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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.