photo credit: philippe leroyer In any given business, there’s nothing like an engaged customer. Because engagement spells loyalty, and that sure beats trying to recruit new customers 24/7. In the news industry, it’s what all the hype is about, as we refer to the past and on-going situations in Iran, London, Japan, Egypt and London again. But how about all

photo credit: Brendan Lynch CNN today reported that The Tribune Co is working on their own tablet solution in cooperation with Samsung. A crazy sign of the times, as large parts of the newspaper industry is going haywire because of declining revenues. I’m not going to lie – things like this happen in most, if not all, organisations in the

photo credit: Johan Larsson In the third blog on the redefinition of customer concepts and experiences in media, it’s time to have a look at the members and sponsors. They key here is in the names, as they are chosen to reflect the consumers’ importance for the organization – members are to be seen as engaged users, while sponsors actually pay

photo credit: Andrew* Continuing along the lines I laid out yesterday, what are the exact characteristics of the two visitor levels and how we communicate with them? Here is a first attempt in breaking down the pyramid of media consumption. First off, let me to get back to the important point of the context of this first discourse of categorizing

photo credit: khalid almasoud During the past weeks and upcoming months, I’ll work extensively with reshaping the strategy of how our newspaper works with customer relations and loyalty in what I call Project 360. The focus is on creating both an internal environment and external communication that focuses on adopting to a new world order in news consumption and also