Rewriting the Script of Success

In partnership with

 Sunsetting a successful product or feature is hard but essential for long-term success.

Reed Hastings, Netflix Co-Founder 


Once a DVD rental service like Blockbuster, Netflix altered how people consume media through an innovative mail-order system. It allowed subscribers to enjoy unlimited rentals without incurring additional fees.

Yet, even during the heyday of DVD, Netflix faced challenges, most notably when a subscription price increase prompted a mass exodus of customers. The crisis forced Netflix to reassess its business model and re-engage with customers in a bold, new way.

How did Netflix become the billion-dollar streaming service it is today?

Real-Life Story

Netflix’s turnaround story is one of strategic targeting, innovation, and focus on customer satisfaction.

Faced with stiff competition from industry giant Blockbuster, Netflix carved out its niche by catering to underserved audiences with tailored content and targeted advertising campaigns.

In 2001, amid setbacks from the dot-com bubble era, Netflix was up for acquisition by Blockbuster but was eventually rejected. Netflix, instead, went public in 2002, signalling its commitment to independence.

By prioritising customer acquisition and retention, Netflix rapidly expanded its subscriber base, reaching over 600,000 subscribers by 2002.

Investing heavily in tech development, Netflix launched its groundbreaking streaming service in 2007.

This move propelled Netflix ahead of competitors and allowed them to tap into a global market of viewers craving instant access to content. By 2013, Netflix boasted over 33 million subscribers worldwide, solidifying its position as an entertainment powerhouse.

Central to Netflix’s success was its dedication to providing quality content and service, fuelled by data analytics and customer feedback.

PostScript: This customer-centric approach and relentless innovation transformed Netflix from a struggling DVD rental service to a dominant force in the entertainment industry.

Key Lessons

  • Identify and target niche markets. Find underserved segments in your industry and tailor your products or services to meet their specific needs and preferences.

  • Embrace technological innovation. Invest in technology that enhances your offering and improves the customer experience, even if it means disrupting traditional models.

  • Prioritise customer acquisition and retention. Focus on attracting new customers while nurturing relationships with existing ones through personalised experiences and incentives.

  • Stay independent and resilient. In the face of adversity or acquisition offers, maintain your independence and vision for growth, even if it means taking calculated risks.

  • Adapt to changing consumer preferences. Stay ahead of market trends and evolving consumer behaviours by continuously innovating and offering new solutions that meet their demands.

Find Out More

Do you want to learn more about the practical tools noted above? Are you aiming to find the right support for scaling up your business?

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Until next week, may the force be with you.


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