
less than what they get with Ama…Then publishers that offer poor service and little value added will be the first to lose customers. The biggest mistake of news publishers is their belief that the presumed uniqueness of their content is sufficient to warrant a lifetime of customer loyalty. In thinking this, they choose to ignore the current benchmarks of digital services: intuitively, customers expect nothing less than what they get with Amazon or Netflix. These are now the standard for customer satisfaction.