| Percent who use this tactic | |
|---|---|
| We respond to individual concerns and complaints on social media | 78% |
| We conduct campaigns to win back recent cancellations | 72% |
| We email subscribers to remind them about subscription benefits | 69% |
| Our customer service reps are trained in “saving” renewals | 60% |
| We target low-engagement subscribers with re-engagement campaigns | 31% |
| We send subscribers personalized messages about the content and services they have used | 23% |
RETENTION: Q5 tactics to encourage renewals
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About the Author: Stephanie Castellano
Stephanie Castellano is a former editorial manager for API. She helped shape API’s editorial direction and produced API’s daily newsletter, Need to Know, which offers fresh, valuable insights for journalists, news executives, researchers and other media stakeholders. Before then, Stephanie was the communications manager for the Newseum Institute, the education and programs arm of the Newseum in Washington, D.C., where she produced a weekly newsletter on press freedom and other First Amendment rights that the Institute is working to advance. Stephanie has also worked as a writer and editor for the Association for Talent Development, a nonprofit dedicated to developing professional talent; and has reported on food and agriculture issues for The Christian Science Monitor, Civil Eats and Next City.
Find her on Twitter @SL_Castellano.
