Frederic Filloux:

I’ve been in the industry for a long time and have heard over and over eloquent statements about “focusing on our most loyal readers”; I spend more than a thousand dollars per year in various digital subscriptions — which should qualify me as a loyal reader. But… I never had the impression of being considered as such, whether when struggling with a billing issue, or being spared from the most invasive advertising formats. My take is the news industry has never been actually willing to take care of its most precious users: it’s not part of their culture.

“Valuing our loyal readers” is, right now, a hollow form of words we’ve failed to live up to.