Found this screengrab of our Netflix click-to-cancel page from 2008. Changing from call-to-cancel to two clicks to cancel on the website was, of course, risky. After all, if you made it easy for people to leave, wouldn't more do so? Turns out no, not really. Plus, in our exit surveys, a lot more people indicated that they were likely to recommend and likely to return after the switch. It was another example of how Netflix was, as friend and former Netflix colleague, Dr. Joel Mier puts it, customer-centric. #customerexperience #netflix #OTT #oldschool #customercentricity
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#customerexperience
#netflix
#OTT