82% Retention Lift and 38× ROI: How The Spokesman Review Reduced Involuntary Churn with Subtext

In an effort to engage soon-to-be lapsed subscribers, The Spokesman Review launched a service expiration win-back campaign using Subtext. The strategy targeted users who were within the “red zone” ( <7 days before a stop). Instead of relying on traditional email outreach, the team used Subtext’s segmentation tools to send targeted text messages reminding these users that their payment was due and encouraging them to renew.

By layering Subtext into their retention strategy, the team found a low-lift, high-impact solution that cut through inbox noise and delivered timely nudges straight to the user’s phone.

The win-back campaign produced remarkable results, generating $17,866 in recovered revenue in Q3. For every dollar The Spokesman Review invested, Subtext delivered more than 38 times the return—a clear sign of the campaign’s efficiency and impact. On average, each individual text drove $22 in recovered revenue, showcasing the power of timely, direct engagement with at-risk subscribers.

Building on that success, the team expanded the campaign to reach subscribers with expiring or declined credit cards. This proactive outreach prompted 39% of those contacted to update their payment method, preventing churn before it began.