Customer Relationships - Be Bad, but at Least Don’t Cheat on Me

The author talks about how a lack of innovation and strategic thinking by daily newspapers can lead to customers ending long-standing relationships with them. The author tells his personal story of how he had been a subscriber to a local daily newspaper for a long time, but his dissatisfaction with their poor service and the fact that they only offer new subscribers a better deal, led to the end of the relationship. The article highlights that easy, short-term, tactical thinking by newspapers won't solve the underlying business model issues they face.