A simple service became complicated overnight.

On September 18, 2011, Netflix announced plans to split its DVD and streaming services, introducing a new brand called Qwikster and requiring customers to manage two separate accounts. The change disrupted a previously seamless experience, leading to confusion, subscriber losses, and a sharp decline in the company’s stock price. Within weeks, CEO Reed Hastings reversed the decision, demonstrating how quickly customer feedback can force strategic correction and how owning a mistake can help stabilize a business after a misstep.

From bsnsHistory, the daily podcast about the moments when business quietly reshaped the world.

Written and hosted by Ron Trucks. Research and editing by Rodney Russ. Sound design by Angela Cahoy. Music by Cody Martin and Soundstripe.

For more daily business stories, visit www.bsnsDAILYpodcasts.com