We recently resubscribed to Netflix and one movie we ordered didn’t come in the mail. Arg. We put off calling, dreading what we assumed would be a long, slow slog with customer service. On a whim, we hit the Netflix web site seeing if we could reorder it. We clicked on (1) help, (2) DVDs, (3) DVD didn’t come in the mail. Hit the button. Done!
With three simple clicks, Netflix is mailing us a new copy of the DVD, no questions asked. We’re sure eventually Netflix would shut down a scammer trying to get free DVDs, but as new customers, we LOVE this service. Great example of intuitive web usability, and of making it easy for customers to climb aboard the Netflix loyalty wagon.