Case Study: The Spokesman Review boosts subscriber retention and reduces churn with Subtext

How The Spokesman Review Reduced Involuntary Churn with Subtext

The Spokesman Review, working with Subtext, faced a persistent retention challenge among digital subscribers whose subscriptions were ending due to missed or failed payments. Despite a 10-email retention sequence, this segment still showed a 91.42%+ churn rate, creating a significant loss of recurring revenue.

Subtext helped The Spokesman Review launch a service-expiration win-back campaign using targeted SMS for users in the “red zone” less than seven days before a stop. The campaign recovered $17,866 in revenue in Q3, delivered more than 38x ROI, and generated about $22 in recovered revenue per text; it also prompted 39% of subscribers with expiring or declined cards to update their payment method.

The Spokesman Review

Tyler Pisani

Senior Director of Audience & Consumer Revenue