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Friday, September 20, 2013

Netflix Uncovers Clue to Customer Preferences

 The following is an excerpt from a post written by Bryan Pearson, President and CEO, LoyaltyOne Inc. It’s an easy to understand example of the importance of knowing your customer’s preferences.

For the past several months, looking at my Netflix viewing options was like being confronted by a rogue Amazon recommendation engine. Instead of offering me the kinds of programming I prefer, such as “House of Cards” and “Star Trek: Next Generation,” I’ve been subjected to “H2O: Just Add Water” and “Glee.”

In other words, Netflix has been suggesting my kids’ viewing choices to me. While in some cases that is OK – we do share a passion for the BBC’s “Sherlock Holmes” – their tastes in other programming are not what I’d call entertainment. We were at risk of a brand-relationship rift.

Then I got an email from Netflix that changed all that. With a few thoughtful entries on our computers (phones or iPads), we could create individual personalities, with preferences, for every person in my household, at no extra fee.

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