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Preface

Attached is a sample of my innovative spirit.
It's a slide deck from a recent team project I
managed for a school...
Netflix + Skills for Success
Part 1

The Profession
1) The Customer Service Profession
2) Contributing to the Service Cult...
Part 1
The Profession
The Profession
1) The Customer Service Profession
2) Contributing to the Service Culture
1) The Customer Service Profession
• Defining Customer Service
• Word-of-mouth promoters
• CRM: customer relationship mana...
Expectation of Quality Service
2) Contributing to the Service Culture
• Secrets to Netflix’ success
• Defining a service culture
• Attitudes and values
•...
“Netflix Culture:
Freedom & Responsibility”
• CEO publicly shared 128 slide PowerPoint presentation revealing
company miss...
Part 2
Skills for Success
Skills for Success
3) Verbal Communication Skills
4) Nonverbal Communication Skills
5) Listening Skills
3) Verbal Communication Skills
• Positive approach/positive results
• Elicit Customer Feedback and Participation

• Rappor...
4) Nonverbal Communication Skills
• In a web-based service, non-verbal cues are
often communicated via data
• How survey d...
5) Listening Skills
• The Listening Process
• Hearing, Attending, Comprehending or
Assigning Meaning and Responding
• Netf...
Part 3
Building and Maintaining
Relationships
Building and Maintaining
Relationships
6) Customer Service and Behavior
7) Service Breakdowns and Service Recovery
8) Cust...
6) Customer Service and Behavior
• Building Stronger Relationships
• Netflix 2010 – Spends enormously to perfect
suggestio...
7) Service Breakdowns and Service Recovery
• Reasons for customer defection
• The cost of winning new customers compared
t...
8) Customer Service in a Diverse World
• Meahrabian study: must pay attention to local
culture.
• 7% of meaning within the...
9) Customer Service via Technology
•
•
•
•

Netflix’ 2012 Christmas Eve outage.
Striving to maintain 99.999% uptime.
“Ramb...
10) Encouraging Customer Loyalty
• When assigning relationship-rating point, which
service earns your loyalty?
-The exempl...
Summary

• It’s a competitive world
• Netflix tries to differentiate through customer service
• Like all companies, there ...
Netflix,
“Thy name is customer service.”
Netflix
Part 1
The Profession
1) The Customer Service Profession
2) Contributing to the Service Culture
Netflix
Part 2
Skills for Success
3) Verbal Communication Skills
4) Nonverbal Communication Skills
5) Listening Skills
Netflix
Part 3
Building and Maintaining Relationships
6) Customer Service and Behavior
7) Service Breakdowns and Service R...
Client Customer Relations
Skills for Success
Memo:
To: Patrick McNiff
From: Team N
Date: June 4, 2013
Subject: Team Resear...
Contributing to the Service Culture

© 2012 by Robert W. Lucas
Taught by Prof. Patrick McNiff

© 2012 by Robert W. Lucas
Bloget, Henry. "REVEALED: The Secrets To Netflix's Success." Business Insider. N.p., 15 July 2011. Web. 04 June
2013.
Buli...
Researchers:
Project Manager –
Glenn Burnett
Principle Technical Producer –
Richard Sperry
Project Lead –
Michael Liljebec...
Click to add title
Netflix, Hybrid Case Study (Slideshow) - Netflix and Robert W. Lucas' Skills for Success
Netflix, Hybrid Case Study (Slideshow) - Netflix and Robert W. Lucas' Skills for Success
Netflix, Hybrid Case Study (Slideshow) - Netflix and Robert W. Lucas' Skills for Success
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Netflix, Hybrid Case Study (Slideshow) - Netflix and Robert W. Lucas' Skills for Success

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Attached is a sample of my innovative spirit. It's a slide deck from a recent team project I managed for a school assignment. It recaps our teacher's textbook (10 chapters) filtered through the specter of Netflix Customer Service research data. The “Table of Contents” outlines chapters. Alternate slides point to references from 10 articles, paired with key concepts from each chapter. This slideshow is meant to be paired with the report of the same title.

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Transcript of "Netflix, Hybrid Case Study (Slideshow) - Netflix and Robert W. Lucas' Skills for Success"

  1. 1. Preface Attached is a sample of my innovative spirit. It's a slide deck from a recent team project I managed for a school assignment. It recaps our teacher's textbook (10 chapters) filtered through the specter of Netflix Customer Service research data. The “Table of Contents” outlines chapters. Alternate slides point to references from 10 articles, paired with key concepts from each chapter.
  2. 2. Netflix + Skills for Success Part 1 The Profession 1) The Customer Service Profession 2) Contributing to the Service Culture Part 2 Skills for Success 3) Verbal Communication Skills 4) Nonverbal Communication Skills 5) Listening Skills Part 3 Building and Maintaining Relationships 6) Customer Service and Behavior 7) Service Breakdowns and Service Recovery 8) Customer Service in a Diverse World 9) Customer Service via Technology 10) Encouraging Customer Loyalty
  3. 3. Part 1 The Profession
  4. 4. The Profession 1) The Customer Service Profession 2) Contributing to the Service Culture
  5. 5. 1) The Customer Service Profession • Defining Customer Service • Word-of-mouth promoters • CRM: customer relationship management’s ultimate goal, customer loyalty • Netflix 2006 – Former member to get $20 refund
  6. 6. Expectation of Quality Service
  7. 7. 2) Contributing to the Service Culture • Secrets to Netflix’ success • Defining a service culture • Attitudes and values • Doing “adequate job” gets “generous severance package” • No “brilliant jerks”
  8. 8. “Netflix Culture: Freedom & Responsibility” • CEO publicly shared 128 slide PowerPoint presentation revealing company mission and philosophy • Superior service through RUMBA; Realistic, Understandable, Measurable, Believable and Attainable • Netflix seeks excellence • Vacation and clothing policies; don’t need policies for everything • This reflects a culture or attitude meant to attract the best talent
  9. 9. Part 2 Skills for Success
  10. 10. Skills for Success 3) Verbal Communication Skills 4) Nonverbal Communication Skills 5) Listening Skills
  11. 11. 3) Verbal Communication Skills • Positive approach/positive results • Elicit Customer Feedback and Participation • Rapport through ongoing dialogue/feedback • Netflix is a rare “aggregator” managing direct customer relationships itself.
  12. 12. 4) Nonverbal Communication Skills • In a web-based service, non-verbal cues are often communicated via data • How survey data helps companies pick up on customer signals when they make changes without testing customer subsets
  13. 13. 5) Listening Skills • The Listening Process • Hearing, Attending, Comprehending or Assigning Meaning and Responding • Netflix missed the uproar.
  14. 14. Part 3 Building and Maintaining Relationships
  15. 15. Building and Maintaining Relationships 6) Customer Service and Behavior 7) Service Breakdowns and Service Recovery 8) Customer Service in a Diverse World 9) Customer Service via Technology 10) Encouraging Customer Loyalty
  16. 16. 6) Customer Service and Behavior • Building Stronger Relationships • Netflix 2010 – Spends enormously to perfect suggestion engine. • $1,000,000 prize contests for software wizards who can do it better. • Striving to provide seamless service to customers.
  17. 17. 7) Service Breakdowns and Service Recovery • Reasons for customer defection • The cost of winning new customers compared to retaining current ones. • Netflix 2013 – Figuring out which titles are going to expire soon just got a lot harder.
  18. 18. 8) Customer Service in a Diverse World • Meahrabian study: must pay attention to local culture. • 7% of meaning within the words. • International launches: Netflix excels. • Grown by one million customers in new markets.
  19. 19. 9) Customer Service via Technology • • • • Netflix’ 2012 Christmas Eve outage. Striving to maintain 99.999% uptime. “Rambo architecture…” Netflix proactively reaches out to customers when streaming fails. • Listening skills in an internet business.
  20. 20. 10) Encouraging Customer Loyalty • When assigning relationship-rating point, which service earns your loyalty? -The exemplary, unsatisfactory, or average service? • Strive for quality using total quality management (TQM) and continuous quality improvement (CQI). • Would YOU recommend Netflix to others?
  21. 21. Summary • It’s a competitive world • Netflix tries to differentiate through customer service • Like all companies, there will be challenges and times of low consumer confidence • Netflix has a mission, goals, objectives and values • One thing keeps the dream alive, excellent customer service
  22. 22. Netflix, “Thy name is customer service.”
  23. 23. Netflix Part 1 The Profession 1) The Customer Service Profession 2) Contributing to the Service Culture
  24. 24. Netflix Part 2 Skills for Success 3) Verbal Communication Skills 4) Nonverbal Communication Skills 5) Listening Skills
  25. 25. Netflix Part 3 Building and Maintaining Relationships 6) Customer Service and Behavior 7) Service Breakdowns and Service Recovery 8) Customer Service in a Diverse World 9) Customer Service via Technology 10) Encouraging Customer Loyalty
  26. 26. Client Customer Relations Skills for Success Memo: To: Patrick McNiff From: Team N Date: June 4, 2013 Subject: Team Research Report and Presentation
  27. 27. Contributing to the Service Culture © 2012 by Robert W. Lucas
  28. 28. Taught by Prof. Patrick McNiff © 2012 by Robert W. Lucas
  29. 29. Bloget, Henry. "REVEALED: The Secrets To Netflix's Success." Business Insider. N.p., 15 July 2011. Web. 04 June 2013. Bulik, Beth S. "How Netflix Stays Ahead of Shifting Consumer Behavior." Advertising Age Special Report Digital AList 2010 RSS. N.p., 22 Feb. 2010. Web. 04 June 2013. Hampp, Andrew. "How Netflix's New Prices Caused a Customer-Service Uproar." Advertising Age Media RSS. N.p., 13 July 2011. Web. 04 June 2013. Knee, Jonathin A. "Why Content Isn't King." The Atlantic. N.p., 7 June 2011. Web. 04 June 2013. Lucas, Robert W. “Customer Service: Skills for Success” 2012. Pogue, David. "Netflix, Thy Name Is Customer Service." Pogues Posts Netflix Thy Name Is Customer Service Comments. N.p., 29 June 2006. Web. 04 June 2013. Roettgers, Janko. "Netflix Makes Changes to Public API after "Streamageddon" Backlash — PaidContent." PaidContent. N.p., 14 May 2013. Web. 04 June 2013. Shares, Mani. "Netflix: Customers Satisfied, But Will It Solve The Real Problem?" Stock Market Opinion and Analysis, Breaking News, Stocks Quotes, Earnings Estimates. N.p., 5 Oct. 2012. Web. 04 June 2013. Sherman, Erik. "Netflix: Still Clueless About Its Customers." CBSNews. CBS Interactive, 10 Oct. 2011. Web. 04 June 2013. STROSS, RANDALL. "Green (low Carbon) Data Center Blog." 'Green (low Carbon) Data Center Blog' N.p., 21 Jan. 2011. Web. 04 June 2013. Tate, Ryan. "Furious Customers Overwhelm Netflix." Gizmodo. N.p., 14 July 2011. Web. 04 June 2013.
  30. 30. Researchers: Project Manager – Glenn Burnett Principle Technical Producer – Richard Sperry Project Lead – Michael Liljebeck Research Associates – Duke Fanning Jeff Chapman Technical Research (Phase 1) – Thomas Scully Additional Technical Support PowerPoint Assistant Editor Sam Kong Presenters: Duke Fanning – 1) The Customer Service Profession 10) Encouraging Customer Loyalty Glenn Burnett – 2) Contributing to the Service Culture Richard Sperry – 3) Verbal Communication Skills 4) Nonverbal Communication Skills 7) Service Breakdowns and Service Recovery 8) Customer Service in a Diverse World 9) Customer Service via Technology Michael Liljebeck – 5) Listening Skills Jeff Chapman – 6) Customer Service and Behavior
  31. 31. Click to add title
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