Can’t understand why they’re losing subscribers
My dad reports that the Milwaukee Journal Sentinel‘s online redesign cost him 30 minutes trying to find where he could change the credit card for his subscription.
The last time he needed to change his credit card information and didn’t they sent him six months of newspapers before they cut off service. When my dad called to find out why, they told him the card account was inactive.
“So why didn’t you just call me to get a different card number?”
Dead silence. It obviously never occurred to them.