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 prod-uct 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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