Customer Insights and the Netflix Turnaround

By Cammy Elquist LoRé

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Customer Insights and the Netflix Turnaround

One does not have to look far to see the importance of customer insights with the example Netflixs has given. Their fantastic rise to the top against megaliths such as Blockbuster, was followed in 2011 with  they were going down in a blaze of glory until recently.  The company is currently enjoying a reversal of course that is being attributed to the fact that they started listening to their customers and have not stopped since.  (read about the woes of Netflix from 2011, then profits that sent their stock rocketing in Q2 of this year.)  Media analysts are attributing this reversal in trends because Netflix started listening to their customers and hasn’t stopped listening since.



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