I have been a subscriber to the Harvard Business Review for over 10 years. I always look forward to the thud of the latest edition of the HBR on my doormat and to the management wisdom it contains. But I am wondering whether it is time for a change.

STRIKE 1!

The problem is that my subscription has run out. I paid almost USD 450 two years ago for what I thought was a 3-year subscription. Two years later my subscription has apparently run out, even though at today's weak dollar prices, two years only costs Euro 235 (about USD 345). I have this uncomfortable feeling that HBR now does everything in one or two year increments and has simply lost the fact that I paid for a 3-year subscription.

STRIKE 2!

I still want to receive HBR delivered to my door so I investigated my subscription options. I can get a one year subscription in three ways:

1. As a renewed subscription at Euro 129 (about 190 USD)
2. As a renewed subscription by response paid card in the last issue at Euro 111 (about 163 USD)
3. As a new subscription at Euro 99 (about 145 USD)

Not only do I feel cheated by HBR for not honouring my 3-year subscription, but I feel doubly cheated that I am being hugely over-charged for being a loyal customer. And this from a management magazine that regularly writes about customer management issues just like these!

STRIKE 3?

I went through their complicated web-site, entered information that they already knew and send off a quick email asking for an explanation to HBR today. They promise to get back to me in 2-3 working days! That's quite a long time in today's internet-powered world.

If HBR's response is not sufficiently emollient they will find that I become another vocal ex-customer. They might even find themselves on other blogs, in the mainstream press, or on YouTube! That's the power that angry ex-customers with a strong case of being treated unfairly have today.

Aren't I worried about loosing my access to HBR? Not a bit of it. I have so many friends who also have an HBR subscription that I can gain access for free anytime that I want. I have kept my side of the bargain with HBR so far. Now it's their turn. I will keep you posted.

What do you think? Is HBR punishing its most loyal customers? Or does the left-hand side of HBR not know what the right-hand side is doing?

Post a comment or send an email to graham(dot)hill(at)web(dot)de to get the conversation going.

Graham Hill
Independent CRM Consultant
Interim CRM Manager

Graham Hill is the founder of customer management consultancy Customers & More. He has more than 20 years of experience in customer-driven change programs with companies of all shapes and sizes. He can be contacted at graham(dot)hill(at)web(dot)de. [Blog: Customer Insider]