The Netflix customer experience was always weaker than the in-store experience of DVD rental firms, which had human staff. However, consumers were willing to overlook their dissatisfaction given Netflix's other benefits.

Question

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Netflix's customer experience was considered superior by many because of its convenience, personalized recommendations, and lack of late fees, which outweighed the benefits of in-store interactions at DVD rental firms.

The Netflix Customer Experience Was Always Weaker Than the In-Store