FT.com Customer Retention Journey

This case study describes how FT.com, the online division of the British business newspaper The Financial Times, redesigned its renewals and Step Up communications, primarily through email.

FT.com Customer Retention Journey

Agency: 999 Design

Executive summary

As one of the world's most authoritative business voices, FT.com is widely considered to be a success story in pioneering a paywall and digital subscription model in a challenging marketplace for the global publishing industry.

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