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Fan Centric Innovation in Media
Ejieme Eromosele
February 22, 2018
WORLD FORUM DISRUPT
Strategy & Innovation World Forum
Innovation. Redefined.
Identifying problems that matter and
moving through them systematically to
deliver elegant solutions
Identifying problems that
matter...
n behaviors and expectations are changingPlatforms are winning the war for ad revenue
now competing for audience (time and attention) from old media and new digital competitors
Our business model is more reliant on consumer revenue
Macro Shifts
+ =
Changing Audience
Behavior
Shifts in Our
Business Model
moving through them
systematically...
Strategy
Voice of the
Customer
Experience
Design
Measures
Governance
Culture
To more than double our
digital subscriber base and
grow subscription
revenues, we have to
improve the customer
experience
And it all starts with building a
foundation for world class Customer
Experience capabilities
CSAT
Retention
Continue spending
Enrichment
Spend more
Advocacy
Refer others
NPS
Top consumer brands measure Brand and Customer
Experiences to drive business outcomes
Reactive Proactive Predictive
deliver elegant solutions...
The results
@theindigobunting instagram
Fin

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Ejieme Eromosele - Fan Centric Innovation in Media

Editor's Notes

  1. Abstract: Fanatical customers. Every brand’s dream. But few brands rise to that level of esteem and even fewer hold that regard for decades and through multiple generations. The New York Times, known for its award-winning journalism, has been one of those brands. But as consumer behavior in media consumption shifts and as its business model is fundamentally disrupted, how can a media powerhouse like the Times survive these changes? In this talk, Ejieme Eromosele, Managing Director of Customer Experience, will describe the innovations that The Times has undertaken. With a focus on putting its readers first, The Times has positioned itself for expanded growth. Being customer obsessed is how brands will win in the future and in this session you will hear how The New York Times is driving a reader-obsessed culture of innovation.
  2. For a media company, what are those problems...
  3. Competition - Competition for time/attention (fb has 50mins of your time every day), for subscription $s, for advertising $s, but that story is not so simple - it’s really “co-opetition”
  4. The Morning Briefing and Evening Briefings, which started out in the now defunct NYT Now app was a way to habit readers. A daily habit that started in the morning and ended in the evening. http://www.niemanlab.org/2015/09/what-you-need-to-know-how-six-publishers-digest-the-news-for-their-readers/
  5. The Daily audio report sees around 950,000 listeners each weekday, was Apple’s most downloaded new show of 2017 and recently surpassed 200 million downloads. (Source: Internal)
  6. Our business model is now subscription-first As of Q4 2017, The New York Times has more than 2.6 million digital-only subscriptions (including news, crossword and cooking) and 3.6 million total subscriptions in 209 countries and territories.