Hear My Voice
I find this interesting on a few levels. Netflix believes, in the face of increased competition from Blockbuster's new online service, that they should promote the actual voices of friendly customer service reps as a distinguishing characteristic not found at Blockbuster. This kind of emphasis is something that the business literature has recommended to small businesses in the face of big-box competition, but Netflix still is the market leader in this industry.
So - does locating the call center in Portland tap into an American desire to hear American voices? Is there a Bangalore backlash? Will running the center in the U.S., where the company is paying above-average wages for the industry, eventually hurt Netflix, or help them? These are likely the kinds of customer-service questions that are discussed in board & staff meetings across the country, and I'm very curious to see where it leads.
In the mean time, I'm off to update my queue . . .