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Netflix's Customer Obsession by fmr Netflix VP of Product

The Product Podcast

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How to Increase Customer Retention With Amazon's Perfect New Release Experience

At Mattel, we saw that 5% of our customers would cancel every month. Our idea was if somebody had a great experience, they would tell a friend or a family, and we would bring in a new customer for free. We gave it a 2x word of mouth factor. It went from 4.5% canceling to only 4.45%. If you do the math here, if you rolled it out to all of our million members, we would save 5,000 customers. This is an advantage that's hard to copy economy scale.

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