Doug Morrow

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When Doug Morrow joined the Financial Times in 1998, the paper had two printing sites and a circulation of about 30,000. It was available in fewer than 25 markets. Since then, Morrow and his talented team have quadrupled the circulation, opened up more than 220 markets and added six additional printing sites. "It's all about relationships--to the subscribers, to the outside vendors and to your team members," Morrow said. "You can't go anywhere without a great team."

Morrow manages a dispersed team across the country and is responsible for distribution, logistics and printer relations for the FT Americas region. "It's the passion and integrity of these people that ... [keep us] moving forward," he said

To expand the brand, Morrow installed regional managers throughout the country and outsourced distribution, fulfillment, customer service, production, printing and delivery. More than 70% of the title's hand delivery is done by third-party agents. "We started with zero [hand deliveries] in 1998," he said. "And that's a huge area for us. We incentivize our carriers to make sure those deliveries happen right. Home delivery is now a major portion of our paid circulation."

The industry standard for measuring home subscribers is complaints per thousand, but Morrow and his team switched to their own service index four years ago. It consists of complaints per thousand (30%), multiple complaints (50%) and start percentage (20%). "This gives us a much better look at our subscribers and how well we're serving them," he said. -M. J. M.

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