Case Study: Hot Topic Retains 1 Million Engaged Subscribers with Attentive

How Hot Topic Uses Attentive to Retain 1 Million Engaged Subscribers

Hot Topic, the iconic apparel and accessories brand, wanted to connect with its wide range of customers in a more direct, conversational way—especially younger, tech-savvy shoppers. To do that, the retailer turned to Attentive’s SMS platform to grow its subscriber list and launch triggered journeys while keeping a small marketing team’s workload manageable.

Using Attentive, Hot Topic built an SMS program focused on engagement, trust, and personalization, including a carefully paced welcome series and two-way messaging to learn subscriber preferences and loyalty status. The results were strong: Hot Topic reached 1 million SMS subscribers, drove 99x ROI from SMS, and kept 98.5% of subscribers opted in after its Customer Winback Journey.

Hot Topic

Terry Mata

Email Analyst