4 More Tips on Making “Wicked Hard Decisions”

I learned a lot about decision-making through both success & failure in my former role as VP Product at Netflix

That’s me, giving a talk at Adobe’s swank SF Theater!
John Oliver, deriding Netflix’s decision to launch “Qwikster” as a separate DVD-by-mail service (2011)

“It is clear from the feedback over the past two months that many members felt we lacked respect and humility in the way we announced the separation of DVD and streaming and the price changes. That was certainly not our intent, and I offer my sincere apology.”

(Being an innovative company) requires you to experiment patiently, accept failures, plant seeds, protect saplings, and double down when you see customer delight. A customer-obsessed culture best creates the conditions where all of that can happen…

…but you, the product or service owner, must understand the customer, have a vision, and love the offering.. A remarkable customer experience starts with heart, intuition, curiosity, play, guts, taste…



Former VP/CPO at Netflix/Chegg. Now speaker, teacher, & workshop host. Learn more here: www.gibsonbiddle.com or here: https://www.linkedin.com/in/gibsonbiddle/

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