Profitable strategies for engaging and retaining customers

10.30 - 15.30     |    1st June 2023    |    Central London

£275 + VAT (PPA Member)     |     £550 + VAT (Non-Member)

Publishers have long understood the vital importance of strong retention rates to delivering high customer lifetime value. The correlation between quality customer engagement and high retention rates is also increasingly understood and recognised.

This course will provide you with a realistic ‘to do list’ of practical steps you can take that are proven to increase your customer engagement and retention rates.

The course will provide real publisher ‘best practice’ case studies.

The course is aimed at:

Marketers with responsibility for improving customer retention and engagement in B2B and B2C publishing companies.

What you will learn during the half-day course:

  • Why retention is so important to generating high customer lifetime value
  • How to accurately measure subscriber retention
  • How to increase subscriber engagement and why it is worth the effort
  • How to onboard subscribers so that they stay with you and retain
  • How to design an effective retention communication series and price rise communications
  • Simple techniques to prevent payment failure and ‘involuntary’ churn

Course agenda:

Why retention is so important

  • The maths of retention and its impact on customer lifetime value
  • The various ways to measure retention and their pros and con

The correlation between engagement and retention

  • How to measure engagement and its relationship to retention
  • How to predict retention failure and proactively prevent it

Subscriber onboarding

  • Why ‘first impressions’ count
  • What a great onboarding experience looks and feels like

Retention communications

  • The three stage of an effective retention communication series
  • Use of multi-channel marketing in retention communications

Steps to take to prevent ‘involuntary’ subscriber loss

  • How to reduce payment failures
  • Identifying and addressing the causes of subscriber loss

Yield and price increases

  • Price rise approaches and pricing elasticity
  • Successful approaches to communicating price changes

What you will be able to do confidently after attending the course:

  • Assess against ‘best practice’ benchmarks what you are already doing well in terms of retention and where you can improve
  • Write a prioritised action plan you should begin to implement immediately that will have a positive impact on your customer retention rates and yield

Buy your tickets now!

Course 2: Profitable strategies for engaging and retaining customers

Discount codes:

PPA Independent Publisher Members: PPAIPMEMBER
Independent Publisher Members: IPNONMEMBER

This item is no longer available

Course details:


Abi Spooner, Atlas Consultancy


Half day


1st June 2023


The Office Group (TOG)
Liberty House
222 Regent St

Nearest Tube: Oxford Circus


10.30 - 15.30 (Lunch included. All courses start at 10.30am to enable delegates from outside London to travel in on the day)


Mix of classroom and workshop styles


  • PPA Member: £275 +VAT with code PPAMEMBER
  • PPA Independent Publisher Member: £220 +VAT with code PPAIPMEMBER
  • Independent Publisher Non-Member: £440 +VAT with code IPNONMEMBER
  • Non-Member: £550 +VAT

The Independent Publisher rate (Member or Non-Member) is available for smaller publishers with an annual turnover under £10 million for the financial year covering the qualifying period. If buying tickets at this rate, you may be asked for evidence of your company turnover. Tickets bought at this price for companies which exceed the turnover limit will be re-invoiced at the appropriate rate.

Do you have any questions? See our contact page to get in touch.