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.
Subs bureaux come in all shapes and sizes. Their outlook and experiences are as varied as the publishing industry they serve. Around the table at the end of July sat the MDs of some of the UK’s leading bureaux, invited by iSUBSCRiBE to mull over the
Looking outside your own market is always a smart way to get new ideas, as the chances are another publisher has already grappled with the same problem as you. Carolyn Morgan attended SIPA’s recent conference in Washington DC and flew back with lots
Imagine Publishing launched eight years ago, with six magazine titles. Now, the company publishes twenty magazines, 275 bookazines alongside numerous website and apps, and it is highly profitable. Meg Carter talks to Group Managing Director Damian Bu
As the publishing business becomes more international, what can we learn from other markets around the world about how to market subscriptions? That question, writes Jim Bilton, lies at the core of a topical report from the PPA.
The PPA held its annual Digital Publishing Conference and Awards at The Brewery in London on Wednesday. One of the highlights of the days was Barry McIlheney’s interview with RBI Chief Operating Officer, Dominic Feltham. James Evelegh listened in.
WGSN Group CEO Julie Harris tells Carolyn Morgan about their recent successful move into the data arena, and why maths and magic is such a potent mix.
The Times and The Sunday Times have launched Times Tutorials to help parents with the high costs and limited availability of private tutoring.
Intermedia Brand Marketing Ltd, a provider of magazine brand marketing and distribution solutions, has announced the launch of its Subscription Bureau services.
As traditional publishing transitions to digital content, whether web, mobile, social, video, data, events or communities, so the rules of the game are changing, writes Carolyn Morgan.
Esquire, Hearst's men’s magazine brand, is to launch a new weekly digital title on 5th September – Esquire Weekly – the first men’s magazine app designed to make full use of the extraordinary potential of tablet technology, says the publisher.
Britain’s best-selling newspaper has secured Tony Parsons as a columnist for its Sunday edition.
Natasha Christie-Miller, CEO EMAP, explains to Carolyn Morgan how they are applying quality B2B content and the latest approach to digital subscriptions to deliver an impressive rate of growth in a turbulent market.
Intent Media’s music business magazine, Music Week, is now live on Abacus e-Media’s ADvance audience development platform.
Abacus e-Media, one of the UK’s leading providers of content management systems and audience development platforms for the media, publishing and public sectors, has received an investment of £2.25m from Business Growth Fund (BGF) to help accelerate t
Mag+ and Appboy are joining forces to help digital publishers convert their readers into loyal users.
