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  1. 1

    Umkondo

    Newspapers appear to be heading in the opposite direction to the rest of business.
    The focus of any business should always be on the customer — which in the case of newspapers is the reader. Lose that focus, lose the business. If a newspaper does anything to make the vital customer experience of reading it less enjoyable, guess what happens?
    Almost every other business globally is heading towards greater customer experience, greater customer segmentation, greater customer satisfaction, greater customer involvement, greater customer loyalty … in short, working hard and flat out to gain more customers.
    Newspapers simply cut costs because they lack a management visionary enough to do anything else. There appears to be a resigned belief among them that newspapers are dying anyway because of radio, TV, internet et al, so why bother?
    Newspapers are not just dying. Inept newspaper managers are killing them because they are focused on costs not customers.

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