The Netflix Innovator’s Dilemma

I found this NYT article on how Netflix  introduced the Qwikster service based on insufficient or no customer input very instructive.  Please note particularly:

“Mr. Hastings said he was not sure whether the plan to split the company had been presented to customer focus groups before it was made public. Mr. Hastings said he assumed it had been. But he said he did not recall what those focus groups had said about the plan.”

The new strategy has resulted in a loss of 800,000 customers.

About Arie Goldshlager

Customer Insight, Customer Strategy, and Innovation Consultant
This entry was posted in Customer Insight, Customer Retention, Innovation. Bookmark the permalink.

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