Reaching and Retaining Customers
There was a time, not too long ago, when some in legal and professional publishing would refer to their sector as offering “a license to print money”. The highest quality publishers were renowned for the wonderful reputations of their products and services, their market knowledge and intimacy, their relationships and engagement with their customers and, even though prices were high, compared to other forms of information publishing, they were trusted and supported by their markets. Obviously, customer service was always pretty terrible but that was a quaint characteristic which was recognised and accommodated, partly on grounds that true value . . . [more]