Latest / The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How a Coffee Brand Uses SMS to Slash Churn with Pre-Cancellation Offers
Lucas and Luna break down how a mid-sized specialty coffee roaster cut its monthly subscription churn rate from 6.8 percent to 3.2 percent in five months by sending a single SMS the day before a customer's next billing date. They walk through the exact copy, timing, and offer structure — a free bag of coffee with no strings attached — and why the brand chose SMS over email for this specific behavior. You'll learn the three-tier logic the team used to decide which customers got the offer and which got a simple reminder instead, plus why the data forced them to stop sending the offer…
The skinny
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