How to Win-back Lost Subscribers

In this topic, you will learn about some strategies for winning back lost customers.


In the highly-competitive SVoD landscape, acquiring customers can be an expensive proposition. It costs more money to find new customers than it does to keep the ones you have. Acquiring and engaging the right customers, keeping them long-term, and winning back former, happy customers is a great way to minimize acquisition costs.

Chances are there are some former subscribers to your video service who were totally happy with their experience. There can be any number of reasons why they would churn but since they had a good overall experience before, perhaps they would come back to enjoy some new content.

Win-back Strategies

Here are some topics about winning back customers:

So, how do we know they were happy before they churned out? Every subscriber is given a CHI score once they maintain a long-enough tenure in the video service. Every subscriber’s CHI score is captured and sustained when they leave.

Our Customer Success team has helped many of our customers launch campaigns like this. If your team would benefit in developing win-back campaigns through an integrated data approach such as this, be sure to reach out to us. We're happy to help your video service get back on-track to renewing those lost members.