![]() At the time, renting videos was inconvenient and costly, with customers often plagued by expensive late fees. Netflix founders Reed Hastings and Marc Randolph wanted to bring customer-centricity to the video rental market. They came to market as a disruptor of traditional video stores like Blockbuster and Family Video. How to move your operations to the cloud, Netflix style: A digital transformation case study.Ģ1 years after they started renting DVDs, Netflix now sits at a valuation of almost $145 Billion. ![]() Here’s how to use their model as inspiration for your contact center’s digital transformation. ![]() They transformed their entire business model and charted unprecedented waters. Netflix serves as the ultimate digital transformation case study. The company’s move to the cloud came with a hike in customer loyalty and a brand that competitors still fight tooth and nail to beat in the market. The shift from mail-in orders to a cloud streaming service improved customer satisfaction and made Netflix billions. And, we can barely remember the (dark) time where we waited days for entertainment instead of having it literally at our fingertips. Now, our instant gratification bells ring daily as we pour through episode after episode of new material. Request a movie, put a few in your queue for next time, and let the anticipation build as you wait for your first DVD to arrive on your doorstep. It’s strange to think that about a decade ago, streaming giant Netflix had a business model built around direct mail. Remember the time you had to request mail-order DVDs to catch the latest flicks while munching popcorn on your couch?
0 Comments
Leave a Reply. |