The Many Things Netflix Has Done Right
14 Jul 2009

The Many Things Netflix Has Done Right

14 Jul 2009

Netflix has been a trend-setter since it first entered the DVD rental scene with its big red envelopes in 1999. Since then, it has continued to push the envelope of what rentals should be:

  • Engaging and easy to use web service which is continually being improved (and mimicked)
Netflix browsing with easy and well-loved rollover

Netflix browsing with easy and well-loved rollover

 

  • Instant streaming service that launched in 2007
Watch Instantly on Netflix

Watch Instantly on Netflix

 

  • Portable experience available on various set-top, TV, and gaming devices, including TiVo, Xbox 360, LG HDTV among others
Netflix Experience on Multiple Devices

Netflix Experience on Multiple Devices

 

  • A service that is easy to stick with, particularly as it allows you to go on hiatus/holiday mode seamlessly
Messaging for Account on Hold

Messaging for Account on Hold

 

  • Good customer support with a very good automated support online and (once you get a number and person on the phone) a helpful staff that cares about customer retention
Automated Support System

Automated Support System

 

  • As with any good subscription service, a continually improving service with experimentation:
    • Do you remember the previews channel where you could watch previews back-to-back in specific genres (if not, it wouldn’t be a surprise as it wasn’t very prominent, but a cool feature nonetheless)
    • Most recently, Netflix announced a winner of its open contest to improve its movie recommendation engine with an improvement of 10.05% accuracy. This is a highly welcomed improvement and a commendable approach.

All this and still room for improvement… not bad for a company that got started based on a $40 late fee (read the full story of how Netflix got started).

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