Tuesday, August 18, 2009
Lovefilm - great example of brilliant customer service
I really enjoy movies and I have spent a lot of money renting DVDs over the years. A while back my brother (who also likes his movies) introduced me and my husband to Lovefilm - I think he gave us an 'introduce a friend' Christmas offer. The offer gave us three months free of charge membership. Since then we have been Lovefilm subscribers. We started off with the 3 movies per month offer and we were really happy with the service from day 1. However, only recently we realised how amazing and customer oriented Lovefilm really is! This started when we had our baby and thus needed to freeze our membership for a while (babies are time consuming little things!). We were impressed that Lovefilm did not have any problem with us freezing our membership. And then a few weeks ago we wanted to see if we could change our membership to something less time demanding and less costly e.g. one movie per month. This was also no problem! Lovefilm has clearly realised that the cost of attracting new customers is higher than maintaining current relationships. Few companies truly understand this magic formula (compare to the rigidity of e.g. telecom companies). I'll certainly remain a Lovefilm subscriber.
If you want to know more about Lovefilm - check out their UK website which has far more content compared to the Swedish version. There's also an ad on YouTube: http://www.youtube.com/watch?v=tbBIdINatts