Ce diaporama a bien été signalé.
Nous utilisons votre profil LinkedIn et vos données d’activité pour vous proposer des publicités personnalisées et pertinentes. Vous pouvez changer vos préférences de publicités à tout moment.

Netflix's Customer Obsession by fmr Netflix VP of Product

2 838 vues

Publié le

Product Management Event at #ProductCon Seattle on Netflix's Customer Obsession by former VP of Product at Netflix, Gibson Biddle.

Publié dans : Technologie
  • DOWNLOAD FULL MOVIE, INTO AVAILABLE FORMAT ......................................................................................................................... ......................................................................................................................... ,DOWNLOAD FULL. MOVIE 4K,FHD,HD,480P here { https://tinyurl.com/yybdfxwh }
       Répondre 
    Voulez-vous vraiment ?  Oui  Non
    Votre message apparaîtra ici
  • DOWNLOAD FULL BOOKS, INTO AVAILABLE FORMAT ......................................................................................................................... ......................................................................................................................... ,DOWNLOAD FULL. PDF EBOOK here { https://tinyurl.com/yyxo9sk7 } ......................................................................................................................... ,DOWNLOAD FULL. EPUB Ebook here { https://tinyurl.com/yyxo9sk7 } ......................................................................................................................... ,DOWNLOAD FULL. doc Ebook here { https://tinyurl.com/yyxo9sk7 } ......................................................................................................................... ,DOWNLOAD FULL. PDF EBOOK here { https://tinyurl.com/yyxo9sk7 } ......................................................................................................................... ,DOWNLOAD FULL. EPUB Ebook here { https://tinyurl.com/yyxo9sk7 } ......................................................................................................................... ,DOWNLOAD FULL. doc Ebook here { https://tinyurl.com/yyxo9sk7 } ......................................................................................................................... ......................................................................................................................... ......................................................................................................................... .............. Browse by Genre Available eBooks ......................................................................................................................... Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult,
       Répondre 
    Voulez-vous vraiment ?  Oui  Non
    Votre message apparaîtra ici
  • DOWNLOAD FULL BOOKS, INTO AVAILABLE FORMAT ......................................................................................................................... ......................................................................................................................... 1.DOWNLOAD FULL. PDF EBOOK here { https://tinyurl.com/yxufevpm } ......................................................................................................................... 1.DOWNLOAD FULL. EPUB Ebook here { https://tinyurl.com/yxufevpm } ......................................................................................................................... 1.DOWNLOAD FULL. doc Ebook here { https://tinyurl.com/yxufevpm } ......................................................................................................................... 1.DOWNLOAD FULL. PDF EBOOK here { https://tinyurl.com/yxufevpm } ......................................................................................................................... 1.DOWNLOAD FULL. EPUB Ebook here { https://tinyurl.com/yxufevpm } ......................................................................................................................... 1.DOWNLOAD FULL. doc Ebook here { https://tinyurl.com/yxufevpm } ......................................................................................................................... ......................................................................................................................... ......................................................................................................................... .............. Browse by Genre Available eBooks ......................................................................................................................... Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult,
       Répondre 
    Voulez-vous vraiment ?  Oui  Non
    Votre message apparaîtra ici

Netflix's Customer Obsession by fmr Netflix VP of Product

  1. 1. www.productschool.com Netflix's Customer Obsession by fmr Netflix VP of Product
  2. 2. Join 35,000+Product Managers on Free Resources Discover great job opportunities Job Portal prdct.school/PSJobPortalprdct.school/events-slack
  3. 3. C O U R S E S Product Management Learn the skills you need to land a Product Manager job
  4. 4. C O U R S E S Coding for Managers Build a website and gain the technical knowledge to lead software engineers
  5. 5. C O U R S E S Data Analytics for Managers Learn the skills to understand web analytics, SQL and machine learning concepts
  6. 6. C O U R S E S Learn how to acquire more users and convert them into clients Digital Marketing for Managers
  7. 7. C O U R S E S UX Design for Managers Gain a deeper understanding of your users and deliver an exceptional end-to-end experience
  8. 8. C O U R S E S For experienced Product Managers looking to gain strategic skills needed for top leadership roles Product Leadership
  9. 9. C O U R S E S Corporate Training Level up your team’s Product Management skills
  10. 10. Gibson Biddle T O N I G H T ’ S S P E A K E R
  11. 11. ProductCon: June 25, 2019 NETFLIX’S CUSTOMER OBSESSION Gibson Biddle // @gibsonbiddle
  12. 12. @gibsonbiddle Are you a Netflix member?
  13. 13. Net Promoter Score ? Detractors (0-6)Passives (7-8)Promoters (9-10) Net Promoter Score
  14. 14. Net Promoter Score 10%10%80% 70% 70 Detractors (0-6)Passives (7-8)Promoters (9-10) Net Promoter Score
  15. 15. Jeff Bezos CEO, Amazon @gibsonbiddle Customers are always beautifully, wonderfully dissatisfied, even when they report being happy and business is great. Even when they don’t yet know it, customers want something better, and your desire to delight customers will drive you to invent on their behalf.”
  16. 16. @gibsonbiddle Electronic Arts
  17. 17. @gibsonbiddle Elmo’s Preschool
  18. 18. Creative Wonders @gibsonbiddle
  19. 19. @gibsonbiddle The Learning Company
  20. 20. Mattel
  21. 21. @gibsonbiddle Netflix
  22. 22. Customer focus @gibsonbiddle Satisfy Listen Compete.
  23. 23. @gibsonbiddle Customer obsession Delight Experiment Invent.
  24. 24. 1999
  25. 25. Today
  26. 26. Customer Obsession The DHM Model Consumer Science Free Trial Reminder Agenda @gibsonbiddle
  27. 27. @gibsonbiddle Product leader’s job Delight customers in Hard to copy Margin-enhancing ways
  28. 28. Balancing act @gibsonbiddle Delight v. margin New Release DVD test.
  29. 29. NEW on DVD Consumer insight Surveys, focus groups & CS data The result @gibsonbiddle Perfect NR test The A/B test Perfect New Release Delivery Cancels: from 4.50% to 4.45% “Save” 5,000 customers “Worth” $1M= 5,000 x $100 x 2 But, additional inventory = $5M.
  30. 30. NEW on DVD Launch NR testor No launch @gibsonbiddle
  31. 31. NEW on DVD Launch NR testor No launch @gibsonbiddle
  32. 32. Hard to copy @gibsonbiddle
  33. 33. Hard to copy @gibsonbiddle
  34. 34. Hard to copy Brand Unique technology Network effect Economies of scale / Examples “Movie enjoyment made easy” Personalization Device ecosystem Original content @gibsonbiddle
  35. 35. @gibsonbiddle Personalized Instant (DVD, streaming) Easy Exclusives Open APIs Entertainment Friends (social) Movie-finding tools
  36. 36. Entertainment Instant (DVD, streaming) Easy Exclusives Open APIs Friends (social) Movie-finding tools @gibsonbiddle Personalized
  37. 37. Entertainment Instant (DVD, streaming) Easy Exclusives Open APIs Friends (social) Movie-finding tools Originals TV devices @gibsonbiddle Personalized
  38. 38. Product strategy / Tactics @gibsonbiddle Personalization Instant Easy Device ecosystem Margin-enhancing Ratings Wizard, new algorithms From 20 to 100 hubs; streaming Day One experience API launch; Xbox, Playstation Price & plan testing
  39. 39. Product strategy / Metrics @gibsonbiddle Personalization Instant Easy Device ecosystem Margin-enhancing % members: 50 + ratings at M2 % members watch > 15 min./mo. % with > 3 titles in queue, day 1 % of demand weighted TVs Lifetime value, gross margin
  40. 40. Consumer Science @gibsonbiddle
  41. 41. Consumer Science Consumer insight through: Qualitative Survey Existing data A/B tests Hypotheses Procedures (Experiments) Data (Results) SCIENTIFIC METHOD Findings (Conclusions) @gibsonbiddle
  42. 42. 2005 @gibsonbiddle
  43. 43. Product strategy Explicit data Implicit data Matching algorithms High-quality movies / Metric P2 > 50 ratings % members add > 6 dvds/mo. RMSE Average rating @gibsonbiddle
  44. 44. Product strategy Explicit data Implicit data Matching algorithms High-quality movies / Tactic Ratings Wizard Queue-add data Collaborative filtering Acquire better movies @gibsonbiddle
  45. 45. Pop Quiz #1 @gibsonbiddle What % of members rate > 50 movies in first 6 weeks?
  46. 46. % of members who rate > 50 movies @gibsonbiddle 30% 15%
  47. 47. Ratings Wizard @gibsonbiddle The more you rate, the better we’ll do at finding movies you’ll love.
  48. 48. @gibsonbiddle Pop Quiz #2 Will demographics help predict movie taste?
  49. 49. Movie predictions improve over time @gibsonbiddle
  50. 50. Collaborative filtering @gibsonbiddle
  51. 51. Improve RMSE by 10%, win $1M! @gibsonbiddle
  52. 52. @gibsonbiddle Pop Quiz #3 Will the new algorithm improve retention?
  53. 53. Category interest algorithm
  54. 54. @gibsonbiddle % Members who add more than 6 DVDs/month to their queue DVDs by mail
  55. 55. @gibsonbiddle % Members who add more than 6 DVDs/month to their queue DVDs by mail % Members Watch > 15 min/month Streaming
  56. 56. Pop Quiz #4 Is it helpful to know you’re French?
  57. 57. Thumbs v. Stars?
  58. 58. @gibsonbiddle Average rating improves over time
  59. 59. @gibsonbiddle Movie rating does not equal movie enjoyment
  60. 60. Casino = 98% match @gibsonbiddle
  61. 61. @gibsonbiddle
  62. 62. @gibsonbiddle
  63. 63. Free Trial Reminder @gibsonbiddle
  64. 64. @gibsonbiddle
  65. 65. @gibsonbiddle
  66. 66. (All data are guesstimates) @gibsonbiddle 2% 90% $10M 85% Consumer insight “Cancel anytime” Customer service: Trials/visits conversion: Month one retention: A/B test results Month one retention: DHM? High stakes or low stakes? Who makes the decision? Free trial reminder
  67. 67. Send to allor Don’t send @gibsonbiddle
  68. 68. Send to allor Don’t send @gibsonbiddle
  69. 69. Low stakes (reversible) DHM: Double down on delight Cost of ethics & brand Debate, decide, do. Free trial learnings @gibsonbiddle
  70. 70. Threemore things required @gibsonbiddle
  71. 71. Courage @gibsonbiddle
  72. 72. No Late Fees Patience @gibsonbiddle ? Patience
  73. 73. Humility @gibsonbiddle
  74. 74. @gibsonbiddle Existing data Data focus Customer & Bus. Qualitative 1-1, usability, focus groups Survey data Demo, cancel, quality, NPS A/B testing Measure change Delight v. margin Strategy Hypotheses DHM model Are You Obsessed?
  75. 75. Customer Obsession Putting the customer at the center of everything you do, to delight customers in hard-to-copy, margin-enhancing ways, to invent the future.”
  76. 76. @gibsonbiddle
  77. 77. @gibsonbiddle
  78. 78. www.gibsonbiddle.com Complete Net Promoter Score survey Download PDF of presentation “Customer Obsession” article on Medium @gibsonbiddle
  79. 79. Questions? Visit lounge @break www.gibsonbiddle.com Download PDF of presentation “Customer Obsession” article on Medium
  80. 80. www.gibsonbiddle.com Complete Net Promoter Score survey Download PDF of presentation “Customer Obsession” article on Medium
  81. 81. www.productschool.com Part-time Product Management, Coding, Data Analytics, Digital Marketing, UX Design, Product Leadership courses and Corporate Training

×