For all their talk about a better customer experience with changes they have made to newspaper distribution in Brisbane, News Corp. is yet to deliver (excuse the pun).
It’s now more than 3 weeks into the new arrangements and newsagents and customers alike are frustrated, upset, disappointed and angry at the continued failure of News Corp, Fairfax and their distribution partners to deliver the newspapers on time.
The newspaper delivery failure costs sales and damages customer service.
It’s like the newspaper publishers don’t care about newspapers any more, a newsagent wrote to me yesterday.
They took a system that was working and f*&%ed it up royally, another newsagent said.
I’ve ditched my print newspaper forever, said one long-standing home delivery customer.
The emotion aside, this is a dreadful situation that has come about solely because of decisions by the publishers. It is their failure to own.
What amplifies the situation is the poor communication from the publishers and their appointees about it.
Late newspapers are a problem in Brisbane. But, please, don’t blame your local newsagent.