July 9, 2010 3 Comments
I even liked the launch of the Personal Journal section a couple years back, which had more lifestyle reportage (including wine reviews, which I always enjoyed).
But this week marks the end of my customer journey with the WSJ. And it has nothing to do with the paper vs. digital transition.
Reason #1: The paper has changed. Too much. It’s been, for lack of a better term, “Murdoch-ized.” The last straw was the NY section, with all kinds of style and fashion garbage. I found that when the WSJ was in my hands, it no longer felt like a “serious” news vehicle the way it once did. The fluff invasion got to me.
Reason #2: They never could crack the nut of getting reliable, on-time delivery to my door. Whoever was in charge of morning delivery by car was so unreliable (multiple reports of poor service made no difference) that I finally insisted on getting the paper by U.S. Mail. This meant getting the paper in late afternoon – an OK compromise – but then, starting a couple months ago, suddenly daily issues began not showing up at all, or coming one or two days late. Making contact via Twitter, phone, and e-mail actually yielded personal interactions, but the bottom line is: the problem wasn’t fixed.
Delivering something on-time and on-target 70-80% of the time just doesn’t cut it.
And so, good-bye to an old friend. I still respect you. I appreciate the memories. And I”ll stay in touch on-line.
But you didn’t deliver.