Questions posed: 1 What do you think will be the next big trend in
customer magazines? 2 What is the argument for a customer magazine
Website? 3 Should customer magazines be more like consumer magazines?
4 What will happen to the industry when it reaches saturation point and
virtually every client has a magazine?
MIKE POTTER, MANAGING DIRECTOR, REDWOOD PUBLISHING
1 I think there are three.
a) More market sectors will begin to use the medium, particularly fmcg
brands such as the drinks sector.
b) More databases will be segmented, enabling magazines to use selective
binding to become more targeted.
c) Customer magazines will take more advertising revenue than
We have seen attitudes to customer magazines become more positive as
agencies realise these titles can deliver desirable audiences that are
difficult to reach elsewhere (M&S Magazine, for example, which delivers
high coverage of ABC1 housewives who are prepared to pay more for
2 We are essentially content providers and the medium we use to
communicate with customers is largely irrelevant; it could just as well
be a TV channel or a Website rather than magazines. If you work on the
basis that we are providing information that customers want to receive,
it makes sense to allow them to do this through new media, too.
3 If you mean in terms of quality then, yes, some should be. Both
customer and consumer magazines should be of the highest quality.
However, customer magazines cannot be general like newsstand consumer
magazines - they must be relevant to the brand and the relationship the
customer has with the brand.
4 I do not actually believe in the concept of saturation; after all,
nobody says there is saturation point for TV advertising. If they are
not me-toos or bland, general lifestyle titles, then people will
continue to want to read customer magazines.
CRAIG WALLER, MANAGING DIRECTOR, PREMIER MAGAZINES
1 In October last year, Marketing Business, the membership magazine of
the Chartered Institute of Marketing, became the first magazine to be
printed using computer to plate technology (CPT). I wouldn’t be
surprised to see other companies follow suit shortly because CPT offers
so many advantages; it reduces lead times and costs.
Direct marketing is changing the nature of contract publishing. In the
future, contract publishers will be doing more than producing editorial
for clients. We will be central to their marketing programmes.
2 We make no distinction between print and electronic media - both need
to deliver marketing-driven editorial content. However, a magazine
Website may appeal to a different audience and, because it is
interactive, allows a two-way communication that will enhance our
knowledge of readers and, ultimately, enable highly sophisticated
targeting. At the moment, electronic media are produced by people whose
background is technical; there is a need for companies like ours to
transfer our editorial expertise into electronic publishing.
3 The distinction between customer and newsstand magazines exists only
in the minds of the client and publisher. Readers see only magazines,
good and bad, which they read because of the content. British Airways’
High Life is read by an extremely discriminating audience and has a
greater circulation than Vanity Fair, Tatler and Harpers and Queen
combined. Whether or not a magazine has a cover price is irrelevant - if
readers don’t like it, they won’t read it.
4 There is a way to go before the industry reaches saturation point, and
plenty of companies whose marketing would benefit from a customer
magazine. But there is also room for improvement and I anticipate
companies will look to improve quality as the market matures. The UK is
the world leader in contract publishing and we will see significant
market growth overseas.
KIM CONCHIE, MANAGING DIRECTOR, BRASS TACKS PUBLISHING COMPANY
1 Organisations that already have effective customer magazines will look
at segmenting them into different groups of customers. Some industry
sectors are under-represented in terms of the proportions of companies
in those sectors that have customer magazines. These sectors (for
example, fmcg brands, utilities) offer exciting new business
opportunities for members of the Association of Publishing Agencies. A
good customer magazine elicits response to a number of devices and at a
number of levels. Effective measurement criteria have to be established
and agreed. Customer magazines will become acceptable advertising media
as the APA members demonstrate their magazines’ audited circulations,
effectiveness and improved status.
2 We are looking at the future of publishing. Publishers must reclaim
the Internet as our domain because we have the communication skills, we
have the editorial and design skills and the commercial expertise to
make publishing on the Web viable. Both Brass Tacks’ own Website
(available in April) and the APA’s embrace the future and position us as
the natural home for our clients who wish to communicate with their
customers via the Internet.
3 More and more customer magazines do look like consumer magazines and
there is no reason why editorial, design and production should be
inferior. However, the purpose of a customer magazine must be taken into
account - it has to meet the client’s marketing needs. In the end,
clients (or their budgetary constraints) will determine what they
4 It’s a long way off and anyway, as businesses, brands and the global
market evolve, there will always be more opportunities. For example, the
stationery or the brochure design industries did not grind to a
standstill when every company had one. If we reached that stage in my
working life I would be very happy as we would have been very
JULIAN TREASURE, CHAIRMAN, TPD GROUP
1 First, we’ll see continuing increases in the quantity and quality of
measurement - remember, these magazines exist only for as long as they
work for clients, readers and advertisers. Second, there will be rapid
integration of interactive media, which are ideal for customer
communication. Third, we will gain acceptance as a major medium among
media planners. And, finally, the UK experts in this field are world
leaders and we will all start to export our skills in a major way.
2 If the Website enhances the printed magazine (and vice versa), with
each medium playing to its strengths, then this is the perfect
Online communication can offer immediate news and huge searchable
archives, as well as three new dimensions for content (audio, video and
animation) and the facility for users to go to exactly what they are
seeking. Print offers portability, universal utility and the ability to
surprise and delight readers. By using the two media effectively, we can
achieve the holy grail of loyalty marketers - individual mass
communication, which sounds like an oxymoron but is now becoming very
3 In terms of design, production and quality of content I think there is
now no difference between the best contract and consumer magazines.
Standards in contract publishing have risen dramatically in the past
couple of years and we also do a lot more measurement than commercial
publishers to check the readers are happy - after all, we’re spending
somebody else’s money. But the two will never be the same because they
have different objectives.
4 As I said, these magazines will exist only for as long as they work.
There will obviously come a day when everyone who could use this medium
effectively is already doing so, at which point our growth slows to that
of the sponsors’. How does this differ from, say, advertising today? I
don’t see the problem: things change, new brands and companies appear,
programmes expand - and, after all, there’s the rest of the world out