Excellent Customer Retention

Fri, 23 Nov 2007 14:53:19 -0800

As the Sunday NY Times kept increasing in home delivery price this year, and the summer papers seemed to get thinner and thinner, I increasingly considered canceling my Sunday-only delivery. The opening up of TimesSelect content on the website for free tipped me over the edge.

When I called up customer service, they quickly directed me toward a retention-focused representative. Upon telling him that I would prefer to cancel and then reconsider in a few months, he offered to suspend my subscription for as long as I would like, and then re-up at 50% savings when desired.

Fantastic service, and a very happy customer.

Now, if they could just fix sending me both the subscriber and non-subscriber versions of their emails, everything would be perfect.

Great Flexibility in Honoring Coupon

Thu, 08 May 2008 04:38:12 -0700

Yesterday's thick Wednesday Washington Post contained a highly appealing "49 cent Sunday / 99 cent weekly" subscription advertisement.

Been a faithful reader since moving to DC three years ago, and was excited every morning about the 35 cent "bargain of the day." Commented multiple times with friends about this incredible price (and to be honest, the more recent 50 cent price at the newsstand has been fine). I have been a Sunday subscriber for a few months now.

Rather than quit Sunday delivery for 4 weeks just to resubscribe, I asked if they could honor the 99 cent weekly price as I am making the switch from Sunday to daily. Sure enough, two representatives (and a manager) later, they were pleased to.

The excellent Post will now be that much sweeter on my doorstep each morning. Kudos to their customer service team for a job well done.

Sutori - Stories Tagged With 'newspaper'

Excellent Customer Retention

Great Flexibility in Honoring Coupon