by lorenzo de santis 7 years ago
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In this Mind Map you will find the 360° customer experience of Netflix from my perspective as current user.
Here you will find some videos that explain very well why Netflix is a good and usefull tool for all of us, some very good advertisment (you will laugh), and some benefits that in my opinion and experience, Netflix give the users.
Finally, there are some cool things that you will find in this journey trip.
Enjoy!
For me it´s incredible that Netflix just release a watch where you can see all your movies. Also, and as a lot of you, the App is very usefull to use it in your Iphone.
On the other hand, it has been a very good experience to use Netflix in my flights by only downloading your series or movies just before your flight.
Finally, for their own series and movies are awsome! or you think different?
Here you will find a small customer journey of Netflix vs Blockbuster, is very interesting to see the comparism of "old school" (BB) and the "new era of streaming" (Netflix)
Interesting to see the 2 sides of the story, why Netflix is good? and why Netflix may not be so good...
Please read both news and make your own opinion.
There are a lot of key succes factors that make Netflix what it is right now.
In my personal experience these are the ones:
Comfortable: you can watch a lot of movies, series, etc in your home with only one click.
Easy: Netflix web page has a very friendly use.
Cheap: for only USD 10 per month.
Anytime: now you can have offline movies downloading them (i.e in an airplane)
Anywhere: you can use all your devices.
To end this journey, here is what I think about Netflix and their approach towards the customer.
Netflix is always innovating and creating new things for the customer to feel comfortable and surprised; that´s why as we learn in class, the Wow Factors are very important to mantain the loyalty of the clientt and to creat Word of mouth; but also this is important for not loosing clientes because competitors are also innovating....
The touch points are also important for gain new clients and matain their leadership, because these are the things that are directly related to clients and their feelings.
Also, the benefits that Netflix offers are key for succesful and are thinks that make Netflix what it is right now.
These videos shows why the hole experience and some facts that maybe you don´t know about Netflix; both videos are very interesting and easy to follow!!!!
Netflix is already in smart tv´s per default, so you now that one of the benefits of buying a smart is that Netflix is going to be there.
Also, Netflix is very good using the social media space to connect with their clients.
On the other hand, their advertisments are very good and funny.
Finally, if you have a PS4 or an X-box, you can also watch Netflix through them.
