Has Publishing’s Digital Obsession Undermined Fundamental Business Practices?

In Discussion by Hannah Johnson

*+-By Edward Nawotka In today’s lead article, Shelia Bounford of NBN International encourages publishers to pay more attention to customer service. Bounford believes publishers need to reverse a nearly 100-year trend of moving away from their customers, a distancing that came as retail removed the direct connection to the book-buying public. It seems like a simple concept — cater to …

TOC Frankfurt Preview: “Customer Experience” is What Matters Most

In Digital by Guest Contributor

*+-• Sheila Bounford, a speaker at next week’s TOC Frankfurt conference, believes that publishers need to integrate customer service into their business strategy. • Focusing on customer experience, feedback, and market research could lead publishers to a better understanding of their end-users. By Michelle Jones PLYMOUTH, ENGLAND: Now in it’s second year at Frankfurt, the Tools of Change Frankfurt conference …