Netflix engineers put a "cancel button" on the account…

Netflix engineers put a "cancel button" on the account page. Eric and his coworkers were proud of that change because customers wanted it and it challenged them to "make the product so good that customers don't want to cancel."

— from Expanding Your Range (Growth/Change/Education/Learning/Habit) · Friction Project : How Smart Leaders Make the Right Things Easier and the Wrong Things Har

Also belongs to

• Decisions & Choices (Decision/Choice/Focus/Forethought/Consequences)

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