Customer Centric

Customer Centric

As consumers have more and more access to custom content options, we must get better at providing our customers what they want, when they want it, and how they want it.  Relevant and well done journalism must remain the focal point of our mission.  But we must dig deeper to better understand the topics that matter our communities, and then make it easy to find the information our customers need.  In South Bend, I worked with community focus groups to hone in on six areas of content that were most important to our region.  We continued to listen to our customers, and redesigned our products, across all platforms, to better connect our community with important stories and relevant information.  Through adding value in our content, we were able to successfully implement a customer-centric circulation price increase and to begin to monetize our content access in digital.