INMA Feature: Are news media companies providing the experience that keeps customers coming back?
People will stand in line for a US$7 coffee drink from Starbucks because of the personalised customer service they receive.
Consumers want what they want, how, when, and where they want it. It isn’t about the price. It’s about the experience, how their interaction with you is about them, and how you listen and give them what they want.
The same could be replicated in the newsroom.
Maria Terrell is director of content at PressReader in Dallas, Texas, USA. Read her latest published article in INMA’s feature blog, Satisfying Audiences.