Case Study #2: Netflix Customer Service Skills for Success Book 6th Edition
1. What are the strengths of the company from an external customer perspective? Explain.
2. What strategies is Netflix using to maintain a high-touch relationship with current and potential customers? Explain.
3. What societal factors have impacted Netflix and contributed to its popularity and growth? Explain the relationship of these factors to Netflix’s growth.
4. What are some opportunities for future growth related to customer service at Netflix?
5. If you were training a new employee at Netflix, what are some communication skills for success you would highlight with the employee?
6. Do you feel Mr. Hasting’s actions as the CEO have helped or hurt the company? Explain your answer.