thursday, 27 october, 2022
Customer service: 5 minutes with… Adam Sherman
How you deliver your publishing brand has a big impact on your title’s brand reputation. Under-invest, and you will hear about it. In this latest feature, InPublishing grabs five minutes with Air Business CEO Adam Sherman to ask how publishers can make the right choices.
Q: When a publisher gets a too-good-to-be-true price from a supplier, what warning signals should it send?
A: It’s an old adage, but if something appears too good to be true, it usually is – it’s an immediate red flag for me. Publishers should always consider the impact of their choices on the end consumer. Every part of the publishing process, from researching a subscription through to receiving and opening a print publication, or logging in to access a digital edition, has an impact on the individual consumer’s experience, their perception of that brand, and their long-term relationship to it.
I have always put huge emphasis on quality when it comes to products and services, particularly those that I choose to purchase, so anything which undervalues these heavily implies a reduction in quality. There are a number of actions you could take to perform some basic due diligence:
Ask the supplier to explain how they are able to provide such a competitive quote, including a breakdown of the associated costs. Also, which third parties will they use, this is very important.
Speak to the supplier’s existing customers (looking beyond testimonials published on their website) to get a realistic understanding of what they are delivering.
Check review websites such as Trustpilot and Feefo for their other publishing customers. Dissatisfied consumers are much more open to venting their frustrations in today’s digital world.
friday, 21 october, 2022
Read InPublishing’s latest article on subscription retention
InPublishing’s latest feature on subscription retention includes comments from John Diston, head of B2C client services at Air Business Subscriptions.
John’s comments were published by InPublishing, in October 2022, as part of a broader article which features insights and opinions from leading suppliers to the publishing sector and senior subscriptions specialists at UK publishing companies. Read the full article here.
wednesday, 19 october, 2022
Shortlisted for PPA Independent Publisher Awards 2022
We are delighted that Air Business has been nominated for the ‘Industry Partner of the Year’ at the PPA Independent Publisher Awards. We are looking forward to this prestigious event on Friday 25th November 2022, celebrating the very best in the independent publishing community.
The PPA Independent Publisher Awards recognise and celebrate exceptional individuals and companies within the UK independent publishing sector who have delivered standout work and made a difference in their sector over the last 12 months. Learn more>
thursday, 29 september, 2022
Air Business earns ABC Certified Supplier status
Air Business, the award-winning global distribution, e-commerce, fulfilment and subscriptions management company, has earned ABC Certified Supplier status for its subscriptions fulfilment services following a successful audit.
ABC – the Audit Bureau of Circulations – is a not-for-profit organisation owned and developed by the media industry. Their audit process has confirmed that Air Business’ systems are capable of reporting data to ABC standards, demonstrating both an openness to scrutiny, and support for industry-agreed practices.
Adam Sherman, Chief Executive Officer of Air Business, commented, “We are delighted to earn this certification which involved rigorous testing of our systems, including payment processing and order fulfilment processes, demonstrating our client-centric focus and signalling our ongoing support for the publishing sector.”
Media owners benefit from using a Certified Supplier because the ABC’s reporting is simplified, and additional costs are minimised when their figures are audited.
Jan Pitt, Commercial Director at ABC, commented, “Congratulations to Air Business for achieving their first ABC certificate as a Certified Supplier for subscription fulfilment. The ABC logo is the media industry’s ‘stamp of trust’, and demonstrates Air Business’ commitment to meeting industry agreed standards on behalf of their clients.”
friday, 23 september, 2022
Air Business retains BSI-accredited ISO 27001 certification
Air Business, the award-winning global distribution, fulfilment, and subscriptions management company, has retained its ISO 27001 certification for information security management, which is accredited by BSI, the UK national standards agency.
The past few months has seen Air Business’ Group IT go through an exciting period of innovation, transformation, and enhancement to better support the business and its customers with their ambitious growth plans.
Adam Sherman, Chief Executive Officer at Air Business, commented, “We are thrilled to retain this certification across the Air Business Group, which supports our commitment to protecting our clients’ most sensitive information. The ISO 27001 standard provides a high level of reassurance in our security and compliance capabilities.”
ISO 27001 certification demonstrates that an organisation has invested in the people, processes, and technology to protect its data and provides an independent, expert assessment of whether that data is sufficiently protected.
Andy Haylar, Group IT Director, added, “By meeting the strict BSI audit criteria for this ISO certification, Air Business has underlined its commitment to following global best practices in information security, as well as highlighting our ‘security first’ culture.”
friday, 9 september, 2022
Enhanced cyber security capabilities with a specialist provider
Air Business, the award-winning global distribution, fulfilment, and subscriptions management company, has announced it has enhanced its cyber security capabilities with the appointment of a specialist Security Operations Centre to complement its cyber security team.
The appointment of KryptoKloud, an independent cyber operations and intelligence consultancy, to provide a suite of top-level cyber security, antivirus and monitoring services, signals the company’s intention to provide the most secure environment for clients and its operations.
Adam Sherman, Air Business Chief Executive Officer, said: “Air Business has always taken a serious approach to security, which includes our ISO27001 certification for Information Security Management, BS10012 certification for Data Protection and PCI-DSS Level 1 environment for online payments. However, you can never stand still as a business when it comes to cyber threats, so I’m pleased to be bringing KryptoKloud on board to ensure our protection remains best-in-class.
Andy Haylar, Group IT Director at Air Business, added: “Due to changes in working behaviour from the pandemic, the growing emergence of new cloud-based technologies and global economic factors to name a few, there is a staggering rise in cyber security threats. Cyber security should be an absolute priority for any business and its leadership team. Air Business takes the security of its business and its customers very seriously. In response to the growing threats, Air Business have made investments into its Cyber security teams, infrastructure and joined forces with a leading cyber security partner. KryptoKloud brings together a wide variety of Cyber security experience from several industries – education, telecoms, commercial IT, defence, and government. They are highly skilled, highly motivated, and relentless in providing optimised cyber security and intelligence protection. I’m delighted to be working with KryptoKloud to ensure Air Business is cyber resilient, safe and secure.”
KryptoKloud was established in 2016 and operates from its own UK-based 24/7×365 Cyber Intelligence Centre, where it provides effective cyber operations, consultancy, testing & audit services to a portfolio of global clients such as Lloyds of London Cyber MGA’s, HM Government and Novartis.
Paul Burrows, CEO at KryptoKloud added: “We are thrilled to be the chosen Cyber Partner for Air Business. With our growing reputation for excellence and the value we bring in enhancing the IT and Security Teams of our Clients, KryptoKloud are looking forward to becoming a force multiplier for Air Business and helping Andy and his Technical Teams to enhance their cyber resilience across the organisation.”
tuesday, 30 august, 2022
Laitan’s Lessons: 35 years at Air Business
Laitan Etti, Operations Director at Air Business, recently reached the incredible milestone of 35 years in service. Proud colleagues at The Beacon in Hatfield joined him in celebrating this achievement with a selection of cakes following a speech and gift from CEO Adam Sherman.
Laitan’s journey with Air Business began in 1987 as a temporary staff member in the warehouse before being promoted to Courier Manager. He then progressed through the ranks over the decades, working as Distribution Manager and Operations Manager, through to his current role as Operations Director. During that time, he has demonstrated grit, determination, loyalty, and resilience to inspire us all.
Throughout his time at Air Business, Laitan has faced a mixture of challenges and celebrations, so we asked him to share some of his top tips that have shaped his time here:
1. Nothing is impossible – if you put your mind to it.
2. Embrace change – it often improves us.
3. Always expect the unexpected.
4. Always do your best and be proud of your efforts.
5. The best people make errors – don’t dwell on it.
6. A good Team is stronger than individuals.
7. Patience and understanding create the best environment.
8. Strive for perfection and quality.
9. Stay focused on the job at hand and aim to get it right the first time.
10. People will disappoint you but try not to disappoint them.
11. Everyone counts or no one counts.
12. Your colleagues can also be your customers. Respect and serve them well.
13. Be humble.
14. Leave the stage improved not worse… make your mark!
Follow us on Twitter and LinkedIn keep up to date with future company celebrations. Check out photos from Laitan’s celebration and make sure to like, comment and share: bit.ly/3AJiTzT
thursday, 11 august, 2022
A new home for IMX’s prestigious client base
Air Business, the award-winning global distribution, fulfilment and subscriptions management company, has announced it will be providing a new home for the key client base of IMX, who specialise in e-commerce fulfilment and distribution.
Following a strategic review of IMX’s UK operation, and the recent acquisition of IMX France by bpost group, IMX directors made the decision to rehome their customers with Air Business.
Adam Sherman, CEO at Air Business, commented, “I am delighted that Air Business has been chosen by IMX as the preferred destination for their key clients, entrusted to maintain delivery of a first-class service. We have identified e-commerce as an area of huge potential growth so I am particularly excited by the arrival of key IMX staff at Air Business, whose knowledge, experience and skills will strengthen both our team and the range of services we offer.”
The transition from IMX to Air Business will be phased over this summer and is being overseen by the respective transition teams.
Nicholas Street, CEO of IMX, added, “After an extensive review of the marketplace, taking into consideration services, experience and culture, I am confident that Air Business is the perfect home for these prestigious accounts, and that together we will deliver the high level of service that IMX has become renowned for. Having worked with Air Business for a number of years, forging a strong relationship with Adam and the senior team, I am delighted to provide this continuity of service to our clients.”
Nicholas joins Air Business as e-commerce Fulfilment & Distribution Director and is chairman of the Mail Carriers Association (MCA), a membership organisation representing postal operators, wholesale operators and private operators in the mailing industry, bringing with him considerable knowledge, influence and expertise in this field.
The IMX clients such as Harley-Davidson Owners Group and Jeremy Clarkson’s Diddly Squat Farm will be joining a portfolio of some of Europe’s leading businesses. These include Future Publishing, Immediate Media, Haymarket, Elsevier, Informa Group, Conde Nast, Debrett’s, Specsavers, Sweaty Betty and The Book Depository, to name a few.
Note – As a wholly-owned subsidiary of An Post, the National Post Office of Ireland, Air Business enjoys the best of both worlds; having the freedom to operate independently whilst also benefiting from the backing and support of a national post office.
thursday, 4 august, 2022
Building for the future with continued investment in Senior Management
Air Business, the award-winning global distribution, fulfilment and subscriptions management company, has announced several changes to its senior management team as it continues to focus on delivering seamless customer experience and infrastructure to its diverse client base.
Adam Sherman, Air Business Group Chief Executive Officer, said: “Air Business is absolutely committed to providing the highest level of customer service, technology and infrastructure to our clients. I am pleased to announce several appointments that build on our existing strengths in these areas.”
Paul Hatch, who joined Air Business in 2021 with a brief to build world-class customer experience at Air Business Subscriptions, will take on a newly created role of Group Customer Director, responsible for ensuring seamless customer experience across the whole Air Business Group. Paul has extensive experience in subscriptions management, marketing and customer experience gained working both client-side, notably at TI Media, and within service providers.
Paul will be supported by Kevin Lamb, who moves into a new role as Head of Client Relations. Kevin has been with Air Business since January 2016, having spent over 25 years in a variety of production, subscription and postal distribution roles at TI Media. As a regular member of different PPA industry groups over the years, Kevin brings extensive knowledge and representation of the UK publishing and postal markets.
Adam Sherman added: “Paul’s fantastic experience, both client-side and as a supplier, strengthens our ability to continue enhancing our customer experience offering, reinforcing its reputation as one of the best in the industry. Kevin’s experience and depth of knowledge of the publishing sector is an invaluable resource for the wider business, one that I know many of our clients value immensely.”
In other appointments, Andy Haylar has joined Air Business as Group IT Director, whilst Lenka Booker has taken on a new role as Strategy and Transformation Director.
Andy, who specialises in creating technical customer solutions, commented: “I have been tasked with providing the IT infrastructure to take the company to the next level through innovation and adaptation.” Andy has over 20 years of experience in technology leadership roles in a variety of industries, from postal, logistics and parcels to security and engineering. His priorities will include maintaining the highest standards for cyber security and GDPR, in addition to payment card processing, for which Air Business holds the prestigious PCI-DSS Level 1 compliance rating.
Lenka is now responsible for driving strategic growth for the business through acquisitions, whilst developing new products and services in response to the evolution of the market and the requirements of clients. Lenka said: “Our focus on digital transformation will enable our teams to deliver world-class customer experience and provide clients with invaluable insights through real-time business intelligence.”
tuesday, 7 june, 2022
Air Business nominated for PPA Industry Partner of the Year
The nomination is for our work on Carbon footprint reporting and supporting our customers with their sustainability goals.
Industry Partner of the Year award recognises the suppliers to our industry who have really gone the extra mile in their partnerships with professional publishers.
Our entry has to clearly demonstrate:
– Evidence of service levels & a genuine partnership
– Meeting or exceeding client objectives and expectations
– Innovation and creativity in finding solutions
– Working towards sustainability alternatives and best working practices
Air Business also sponsors the ‘Media Brand of the Year (Consumer Media)’ award, and we look forward to congratulating the winner.