Whuh? Pressing ‘0′ actually does get you a person

Did you ever notice how pressing '0' never gets you an operator these days?
Also, ever find yourself yelling "Give me a bleeping operator!" at the voice recognition software that says "I'm sorry, I didn't catch that"?

I liked this article in the New York Times this morning about how Netflix chose actual people, in the United States as their customer service team. And you can speak to them on the phone. Ironically, Netflix is the most digital of businesses. They could have outsourced to anywhere, or done all their customer service by email (or via online chat) . And yet they chose real people, in Hillsboro, Ore.