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How Netflix uses psychology to perfect its customer experience
Decoding the science behind the features that keep you binging
“If the Starbucks secret is a smile when you get your latte, [Netflix’s secret] is that the Web site adapts to the individual’s taste.”
- Reed Hastings
If there’s a company that’s synonymous with a seamless customer experience, it’s Netflix. It has become the defacto entertainment source for many. So much so that 15% of the world’s web traffic goes to Netflix.
But when your experience is industry-leading, how do you evolve it without disappointing customers?
The answer lies in experimentation, built on proven psychological principles.
And because Netflix is a subscription service, you can quickly discover what’s working. Just observe how many customers cancel their service in response to your experiment and optimize from there.
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