Are you Confident in Your Delivery System? The New York Times Shouldn’t Be

After many Sunday morning phone calls, the NY Times has lost a customer. We used to be happy customers, and we still want to have the Times delivered. But that apparently is the problem.

Over the last five years we have been a daily delivery customer; a 4 -day a week customer (Thurs-Sunday); and we've tried unsuccessfully to be a Sunday only customer.

We're finally giving up.

Arguably the greatest newspaper in the world, the Times cannot depend on its own delivery system. It does not seem to be able to control the actual delivery of its papers outside of New York. It is dependent upon a series of agreements with local newspapers and carriers.

We understand it's difficult to keep carriers, but it means the Times is dependent on unreliable subcontractors for the success of its business. When you would suppose newspapers are fighting to keep every paying subscriber they have, how many have they lost because they can't control their own delivery system?

This is an example of a customer who wants to remain a customer. Payment is not an issue. But the company can't get the product to the customer in a timely fashion.

So, it's a fair question to ask: Are you making it difficult for your customer to buy from you?

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