In a Rush to Maintain Profits, Newspapers are Abandoning the Art of Customer Service

By: Matt DeRienzo | Nieman Lab

We are at least a decade into panicked conversations about whether the U.S. newspaper industry can save itself — or evolve its way through our transformation to a digital culture. For a while, apathy, denial, and the inaction that comes with both were the worst reactions to this wakeup call. But over the past few years, a more offensive and damaging trend has emerged: Local newspapers have gotten really good at mistreating their most loyal customers. They’re treading water today by drowning the local revenue base of tomorrow.