CUSTOMER CARE

WITH W. GRAEME ROUSTAN

MY MOM OFTEN SAID that if you wanted to get something done correctly, then do it yourself. Because no one will ever match my determination and pride of a job well done. Once again, Mom was right. From Day 1 of my ownership, improving The Hockey News’ customer-care service, which took way too long, has been on my list of things to improve. Effective Oct. 1, 2024, we have brought customer-care operations in-house. The Hockey News has outsourced its customer care to third-party “call centers” for decades to manage subscribers’ questions and concerns. When I arrived on the scene and asked why The Hockey News outsourced its most important part of a business, serving its customers, I was told that all magazine publishers did this and that was just the way things…

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The Hockey News (Digital) - 1 Issue, Goalie Issue 2024

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