"There’s this pattern that you come to recognize about Netflix. Sometimes they just don’t stop to listen to their customers when their customers are telling them they aren’t happy."
—
Netflix’s Lost Year is a *great* story of management–and mis-management–in our modern world. The quote above comes courtesy of Mike Kaltschnee, the founder of Hackingnetflix.com, but the whole story is filled with anecdotes and insights that show how Netflix navigated the path from crazy-good innovator to arrogant mis-hitter. The moral of the story: put your customer anywhere else but first and get ready for trouble.
[Story via Ruth Schmidt]
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