How Netflix Produces Happy Endings

Front Cover
Pearson Education, Feb 1, 2010 - Business & Economics - 14 pages

Netflix creates loyalty with every conceivable tool of friendly persuasion, from high-tech market analysis to low-tech phone banks manned by people famous for coaxing smiles out of grumps. Result: a vibrant, highly successful enterprise that has beaten off numerous competitive threats and built an ever more credible promise of future growth.

Face it: America is a rich country with mediocre services. What happens when one of your electronic gizmos dies in action? Does the manufacturer instantly send you a personal apology, plus a reimbursement offer, plus a special phone number to call for further help? Of course not. But then there’s Netflix....

New Word City, publishers of digital originals, contributes 10 percent of its profits to literacy causes.


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The Editors of New Word City have spent the past 25 years turning out some of the bestselling business books of all time. In this series, they are telling the stories of some of the world’s most inspiring and instructive leaders.

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