Though Experiment: Should a customer service rep to rush you off the phone because your problem is difficult and therefore not a good use of time for them to tr

Though Experiment: Should a customer service rep to rush you off the phone because your problem is difficult and therefore not a good use of time for them to try to solve? Even from a purely economic standpoint this is a complex question to answer. They need to take into account how many others are experiencing the problem, how likely they are to cancel their subscription, and how the situation is likely to evolve over time. A similar, but infinitely harder problem exists for content production. You simply can't know with any certainty what a given strategy is going to do to long-term demand. If the VP of Content is too focused on the bottom line it will lead to a strategy of pruning production based on short-term viewership. This will decrease the viability of show-runners to do anything risky, ahead-of-its-time or with a longer-term payoff. Potentially even worse is killing cult classics (eg. The OA) which could lead to negative word of mouth both on the customer and on content maker side creating a long-term impact the bean counters can't see until it's too late. So while Netflix overall has fiduciary responsibility, it is not the best strategy for every single person to be focused directly on revenue and ROI. I'd expect Content to have a slightly more abstract objective that allows room for creative judgement. I think Hollywood and HBO understand this dichotomy and how to operate within it, but judging by the overall bland feel of their catalog, Netflix doesn't.