As CEO of Loyalty 360, I have a deep-seeded interest in customer loyalty and the processes and interactions that lead to long-term customer advocates. As a consumer, I have also been deeply loyal to a number of companies, including Netflix. But as a member for over 12 years, I have to question what Netflix (and its CEO, Reed Hastings) is doing. What’s with its new pricing structure, company (Qwikster – what is that anyway?) spin off, general lack of transparency in the process,....