Customer Obsession: How to Satisfy Inherently Unsatisfiable Customers

Watch Netflix’s former VP of Product Gibson Biddle discuss how to move from customer focus to “customer obsession” via consumer science, and discover what delights customers in hard-to-copy, margin-enhancing ways in order to build a world-class product. Learn how to gain insight from four sources of consumer insight, and how to evaluate these ideas through various research techniques. Biddle illustrates Netflix’s customer obsession through a series of experiments the company executed to help connect customers with movies they’ll love as part of its personalization effort. Last, Biddle puts the techniques into practice with a highly interactive, modern-day Netflix case.