Page 3 - Industrial Technology October/ November 2020 issue

WELCOME

EDITORIAL
Editor
Mark Simms BSc Tel: 01732 773268 A FUNDAMENTAL SHIFT IN
mark.simms@itmagazine.uk.com
ADVERTISING
Regional Director (Home Counties & South East) CUSTOMER EXPECTATION
Mark West Tel: 020 8467 3613
mark.west@itmagazine.uk.com ’ve found myself increasingly disenchanted with, and seemingly
Regional Sales Manager (Midlands) disenfranchised by, the BBC. The corporation seems to be going out of its way
David Harman Tel: 01772 462596 to destroy everything I love, both radio and TV. From relinquishing all rights to
david.harman@itmagazine.uk.com Iany meaningful live football to the worst adaptation I think I’ve ever seen
of HG Wells’ “War of the Worlds”, the BBC has systematically either
Regional Sales Manager (North of England, Scotland & Wales)
divested itself from or ruined anything and everything that I might want to
Jan Anderson Tel: 01978 314730 watch. And don’t even get me started on Doctor Who or the
jan.anderson@itmagazine.uk.com
abandonment of Bake Off? Has the BBC no shame?
Deutschland/Suisse/Österreich What, I keep asking myself, am I paying for? I accept that this is
Eisenacher Medien Tel: +49 228-2499860 a joint funding exercise so that the BBC can develop a diverse range
info@eisenacher-medien.de of programming to support the broadest spectrum of tastes and
requirements, but I’m starting to feel deliberately targeted for exclusion.
Overseas
All I’m waiting for now is a news report on the questionable ethics of gyms
George Bennett MA Tel: + 44 161 374 5615
that lock their members into long term contracts that they can’t get out of
it.marketing@itmagazine.uk.com
for services they don’t even come close to getting value from, and I’ll be
Special Projects sending in a harshly worded ‘Pot, Kettle, Black’ letter to the BBC
Steve Brotherton Tel: 01625 268585 complaints department. At best, it’s all become painfully average.
steve@itmagazine.uk.com A lot of this has come to a head during the last few months because
MAILING ADDRESSES while, like so many other people, I’ve been working harder than probably
Press Releases: mark.simms@itmagazine.uk.com I ever have, at the same time I’ve barely left the house, and therefore have
Advertising Copy: production@itmagazine.uk.com had much more time to evaluate products and services from numerous
Head Office: Victoria House, 2 Mornington Road suppliers. Some – and Amazon immediately springs to mind – have completely
Sale, Cheshire M33 2DA redefined expectations. Never mind next day delivery; now I can have same day
Email: it.marketing@itmagazine.uk.com delivery. Others (no names, but I’ve recently tried to buy a new car) seem to
Circulation Department: PO Box 85, Sale M33 2BB have no clue about real customer requirements and have a completely misguided
Email: it.circulation@itmagazine.uk.com notion of what customer satisfaction really means.
Now, of course it feels exceptionally good to have an on-page rant, but let’s not
GENERAL ENQUIRIES
forget that we’re all customers and we’ve all had time over the last few months to
Email: it.info@itmagazine.uk.com Tel: 0161 374 5615
evaluate our satisfaction with the products and services that we’re paying for. And,
As a controlled circulation journal, Industrial Technology is sent free more importantly, we all have customers of our own who are doing exactly the same
of charge to individuals in the UK who meet the terms and thing with the products and services that we supply. There has been much talk about
conditions of the publishers. To apply for free regular copies, write to ‘the new normal’ for businesses, but less about customer expectations in the new
the Circulation Department. To those not meeting the terms and
normal, and it would not surprise me in the least if there has been a fundamental
conditions, the magazine is available on UK subscription at a cost of
£90 per year (10 issues). Single copies are £9. Overseas shift.
subscriptions (airmail) are as follows: Rest of Europe including Eire In a highly competitive industrial environment, will ‘good’ be good
£140 (single copies £14); USA $220 (single $22); Rest of the enough? I think we’re going to have to work harder to achieve, demonstrate
World £170 (single copies £17). and, importantly, communicate excellence in products and services to ensure
that the B2B customer experience matches the same expectations that consumers have from
Printing & production by Pensord Press, Blackwood, Wales
their B2C customer experiences. Because if we don’t or can’t, there will almost certainly be a
competitor who can and will.
Industrial Mark Simms
Technology Editor

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