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Netflix: Just Because Customers Are Watching Something Doesn't Mean They Want To

Updated: Mar 19




As a business owner or manager, it's essential to have a deep understanding of your customers' needs, preferences, and opinions. While gathering and analyzing customer data is crucial for business growth and development, relying solely on data analysis can be a mistake. Rather, asking your customers directly through a customer experience platform on a regular basis can be more effective than relying solely on customer patterns or data patterns.


Take Netflix, for example. The streaming service is known for its data-driven approach to content creation and curation. Using algorithms and analytics, Netflix tracks the viewing habits of its customers to determine what types of shows and movies they prefer. This information is then used to create new content that caters to their customers' interests.

However, just because customers are watching a particular type of content does not necessarily mean they are happy with it. This is why a customer experience platform provides such huge ROI's. It allows you to ask the customer directly the why? It could be that the customers are watching that content because it is the best available at the time, or they have not found anything else that interests them. As such, Netflix cannot rely solely on customer patterns or data analysis to create content that resonates with their audience.


Instead, Netflix must also rely on direct feedback from their customers to ensure they are delivering the best possible experience. This could involve sending out surveys or conducting focus groups to gather feedback on specific content or overall customer satisfaction. By doing so, Netflix can gain valuable insights into what their customers want and need from the service.


Moreover, asking customers directly for feedback can also help Netflix to identify pain points or areas for improvement that may not be apparent through data analysis alone. For instance, customers may have trouble navigating the Netflix interface or find that certain features are lacking. By gathering this feedback, Netflix can make improvements to their service that address these issues and enhance the overall customer experience.


The importance of gathering direct customer feedback is not limited to the entertainment industry, but it applies to all types of businesses. Take, for example, a restaurant. The owner may see a pattern of customers ordering a particular dish, but this does not necessarily mean that customers enjoy that dish. Instead, the restaurant owner should ask their customers directly for feedback on the dish and other aspects of the dining experience.

By asking customers for feedback, the restaurant owner can gain valuable insights into what customers like and dislike about their restaurant. This can help the owner to make improvements to the menu, the atmosphere, and other aspects of the dining experience to ensure that customers are satisfied and more likely to return.


Furthermore, gathering direct customer feedback can also help businesses to build stronger relationships with their customers. By showing that you care about your customers' opinions and are committed to meeting their needs, you can build trust and loyalty. This, in turn, can lead to increased customer retention and positive word-of-mouth marketing.


While examine existing data patterns is essential for business growth and development, it should not be relied on solely. Instead, businesses should also ask their customers directly for feedback to gain valuable insights into their needs and preferences. This approach can help businesses to create products and services that better meet their customers' needs, identify pain points or areas for improvement, and build stronger relationships with their customers. As Netflix has shown, customer patterns and data analysis can only take a business so far. To truly succeed, businesses must also be willing to listen to their customers and act on their feedback.


If you would like to get in touch with us and find out how our software can help your business engage directly with your customers please contact us!

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