Day 5 of 25: Applications of the iCORE™ Framework
Operate
Reed Hastings started thinking about Netflix after a frustrating experience people had come to accept.
Renting a movie meant making a trip, hoping it was available, and keeping track of return dates. Late fees were part of the process.
He treated that frustration as something worth paying attention to and began asking what the experience would look like if it were designed around the customer.
That thinking shaped each step forward. DVDs by mail removed the trip. Removing late fees eased tension. Streaming removed the wait.
Each step focused on making the experience simpler.
At the time, companies like Blockbuster had scale and strong brand recognition. Netflix focused on what worked for the customer, and over time that difference added up.
Most opportunities show up in small frustrations people deal with every day.
That’s where operational advantage begins.