I believe it was Henry Ford who said "If I'd asked customers what they wanted, they would have said "a faster horse"."

Sometimes you have to do something that customers might not "want" to get to something that they really do want. If this lets Netflix improve their streaming service without being bogged down by dvds then I'll be all for the change.

There's a difference between "giving the customer exactly what they're asking for" and "listening to what the customer cares about". Ford said to avoid the first. Netflix is failing to do the second.