How a Pet Brand Uses SMS to Retain Customers After Price Hikes

The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers · Jul 18, 2026 · 10m · transcript

Episode 118 of The Retention Marketing Podcast with Fexingo dives into a specific challenge: how do you keep customers loyal when you're forced to raise prices? Lucas and Luna examine a real case from a premium pet food brand that faced a 20% cost increase in early 2026. Instead of losing customers, they used a carefully sequenced SMS campaign—transparency, value reinforcement, and a loyalty tier change—to retain 85% of their recurring subscribers. The hosts break down the exact messaging framework, the timing, and the surprising role of a 'price lock' loyalty tier. They also…