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 …