Archive for the ‘Subscriptions’ Category

Joining up the Customer Service Dots

Joining up the Customer Service Dots

The latest Dovetail Subscriber Service Survey was the biggest yet, with over 125,000 active magazine subscribers taking part, making it one of the largest customer service surveys in any industry.   “Multi-channel” is the phrase on everyone’s lips, whether you are a publisher, a retailer or an FMCG manufacturer. Delivering a service via all the [...]

The cutting edge of subscription service

The cutting edge of subscription service

Wessenden ran the annual Subscription Service Survey on behalf of subscription service company Dovetail.  The topline results were summarised in a feature in InPublishing magazine by Dovetail’s md, Julian Thorne…… Consumer expectations of customer service continue to rise. They are also becoming more complex, as consumers are increasingly looking for a digital dimension to their [...]

Single customer view shows massive churn

Single customer view shows massive churn

A milestone in publisher cooperation, “The Single Customer View project”, produced some fascinating and worrying insights into subscriber churn.  PPA commissioned Datalytics and Wessenden Marketing to work together on an analysis of the subscriber files of nine of the UK’s leading magazine publishers who consolidated their active subscribers to create a deduped datapool of 4.1m readers. Some of [...]