News Co.
Practice this intermediate customer experience case interview question in the Media & Entertainment sector. Includes detailed problem prompt, clarifying questions, structured framework, and expert recommendation. Part of ProHub's 835+ consulting case library.
This case requires candidates to identify a trade-off between short-term revenue optimization (Opinion shows generate high ad revenue per viewer) and long-term brand equity (declining trust). The progression from brainstorming societal impact to analyzing programming data to calculating revenue by show type forces structured thinking about competing business objectives. Excellent candidates will recognize the financial incentive driving the problematic programming choice and propose solutions that address both trust and profitability.
Clarifying Information
- A US-based consumer intelligence agency compared NewsCo. to other major news networks across several dimensions. While NewsCo. scored well in most dimensions, only 46% of viewers considered it trustworthy. It ranked fourth most trustworthy out of six major news networks. In 2018, over 75% of consumers rated NewsCo. as trustworthy, ranking first. Survey respondents were asked to assess “NewsCo. is a reliable and trustworthy news source.”
- Yes, NewsCo. operates a website, but management is currently focused only on its television programming.
- NewsCo. wants to understand the root cause of the low trustworthiness score and recommended actions to improve it.
- NewsCo. earns most of its revenue from advertising on its TV programming, but it also earns revenue through cable subscriptions, website advertising, and selling prepackaged content to third parties such as airports and hotels.