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Get engaged not dumped by Julian Thorne

However brilliant the strategy and execution of your renewal series, customers will not renew unless they have engaged with your publication over the previous twelve months. Fostering engagement is therefore the key to achieving high renewal rates, writes Julian Thorne.

Source: InPublishing Magazine Jul/Aug 2014

Managing the Digital Channel by Julian Thorne

This time two years’ ago, writes Julian Thorne, the penetration of tablets in the UK stood at 2%. Now, it has cleared 20% and continues to rise fast - fast. Add in exploding smartphone usage and a constant flow of new devices and it all adds up to create a marketplace for magazine digital content which is very fast-changing and extremely confusing.

Source: InPublishing Magazine May/Jun 2013

Mapping a Multi-Channel World by Julian Thorne

Print might still be the platform of choice for a majority of magazine subscribers, but the trend towards digital, writes Julian Thorne, is gathering pace.

Source: InPublishing Magazine May/Jun 2012

Joining up the customer service dots by Julian Thorne

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. Julian Thorne summarises the key findings.

Source: InPublishing Magazine Mar/Apr 2012

Managing the Digital Drift by Julian Thorne

It is obvious that consumers are becoming more “techno savvy” in using electronic channels to manage their media consumption. Yet is the market actually moving as quickly as many commentators suggest? And what hints are we getting about the magazine subscriber package of the future? The latest Subscriber Service Survey provides some insights, writes Julian Thorne.

Source: InPublishing Magazine May/Jun 2011

The cutting edge of customer service by 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 relationship with their favourite brands. Julian Thorne summarises the main findings of the 2010 Subscriber Service Survey.

Source: InPublishing Magazine Mar/Apr 2011

How much is customer service worth? by Julian Thorne

Customer service matters. That is an unchallengeable fact of our modern consumer-focused world. Yet how much is it worth to the bottom line? And which aspects matter most to magazine subscribers particularly in terms of affecting their intention to renew? It is these kinds of questions, says Julian Thorne, that the latest wave of the Subscriber Service Survey aims to answer.

Source: InPublishing Magazine Mar/Apr 2010

Customer service matters by Julian Thorne

Late last year, Dovetail undertook its second annual Subscriber Service Survey, which they opened up to non-Dovetail clients. As a result, 68,000 subscribers across 330 titles took part, responding to a range of questions regarding their subscription experience. Julian Thorne analyses the results of the research and looks at what lessons publishers can learn.

Source: InPublishing Magazine Mar/Apr 2009

Does customer service really matter? by Julian Thorne

Customer service is about more than just answering the phone within three rings – it encompasses all the various contact points with the subscriber. Dovetail recently undertook research to find out why people subscribed, their expectations and their satisfaction levels. Here, Julian Thorne summarises the main findings and examines the implications for publishers and their fulfilment partners.

Source: InCirculation Magazine Jul/Aug 2008

All questions and no answers by Julian Thorne

“And what do you do?” That dread cocktail party chat up line is so easy to answer if you’re a dentist, lawyer, banker, soldier or dustman. But what if you’re a circulation director? Here, Dennis Publishing’s Julian Thorne tries to explain, in just 1600 words, what he does all day.

Source: InCirculation Magazine Jan/Feb 2005

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