Every subscriber who leaves has to be replaced before a subscription business can grow, which makes retention the quieter half of reader revenue and often the more profitable one. The first renewal is the real test of whether acquisition brought in the right people.
Retention starts with habit. The publishers that keep subscribers longest engage them well beyond the welcome emails, and renew on the strength of the brand rather than another discount. A surprising share of churn isn't a decision at all. Expired cards and failed payments quietly lose revenue that can often be recovered.
Some brands are losing subscribers and hard-fought revenue that could be saved with some attention and effort.
Tracy Larner Our subs retention strategy: William Reed
When someone does want to leave, how it is handled matters. Understand why before offering anything, and make the exit easy, because subscribers treated well on the way out are far more likely to come back.
Below you'll find some of our best feature articles on subscriber retention and churn, from engagement and renewal pricing to payment failure and cancellation, alongside our latest news and industry commentary.
Does your CEO know what your subscriber retention rate is? The chances are, probably not. But, according to Julian Thorne, author of our Guide to Retention Strategies for Publishers, this number should never be far from his or her (or your) mind.
A subscriber’s first 30 days are important to build habit but so is every day after, says Emma Robinson, head of customer experience.
You cannot improve a process until you have documented it, and you cannot achieve an objective until you have a process and system to support it, says Rosa Sherwood, head of CRM, engagement and loyalty.
It’s a well-known fact that engaged subscribers stay for longer, says Susanne Kinnaird, head of digital reader revenue.
It’s important not to lose subscribers and hard-fought revenue through involuntary churn, says Tracy Larner, subscriptions director.
It’s important to understand the reason for cancellation and to ensure the retention offer directly addresses the subscriber’s stated concern, says Mike Halstead, managing director of HH&S.
What determines pricing power is not only the category of need, says Andy Burden, founder of Substribe, it’s the stakes.
Making it super-hard to cancel a subscription does no one any favours.
Mark Allen Group is a big believer in print… and a big believer in digital too! As Matt Cianfarani tells Ciar Byrne, digital publishing is opening up lucrative new revenue streams for the group’s healthcare titles.
Newspaper publishing is special. It’s not like widget-making. An independent and inquisitive press is often the difference between a free society and an autocratic one. Miami Herald publisher Alexandra Villoch talks to Ray Snoddy about her deep sense
This week, The Guardian has introduced some new features to the premium tier of The Guardian app for iPhone and Android users.
James Evelegh's editorial from this week's edition of InPubWeekly.
The publisher of the Guardian and Observer halved its losses in the last financial year, and the company says it is on track to break even this year.
Johnston Press plc this week announced its results for the 52 week period ended 30 December 2017.
A new initiative launched by BMJ Careers this week promises to help NHS Trusts fill all their medical vacancies, even the hardest to fill posts, and save money as they go.
Findings from the latest Digital Publishers Revenue Index (DPRI), a quarterly report on UK publishing from the Association for Online Publishing (AOP) and Deloitte, reveals publishers experienced a 5.6% growth in total digital revenue in 2017 compare
The Times Literary Supplement (TLS), the literary journal, celebrates its 6,000th edition on March 30, with a series of promotional activities.
In its 190 year history, The Spectator has never sold more copies than it’s doing now. As editor Fraser Nelson tells Ciar Byrne, the secret is not banging on about politics but serving up an eclectic range of writers and features and, importantly, ge
Jim Foster’s publishing world…
The ABC yesterday released the consumer magazine circulation results for the July – December 2017 period and publishers have responded with their interpretation of the figures.
AdvantageCS has announced a new client for its subscriptions software, Belgian publisher Mediahuis.
Ray Snoddy's article in the Publishing Partners Guide 2018
Johnston Press plc today provides a trading update for the 52 weeks to 30 December 2017.
