With direct-to-consumer (D2C) streaming services, broadcasters have to closely track and improve all stages of the viewer journey. One of the most under-appreciated, yet most important links in this chain is customer care since this directly affects viewer satisfaction.
Keeping subscribers happy is key to the long-term success of OTT initiatives. After all, acquiring a new subscriber is five to 25 times more expensive than retaining an existing one!
In this eBook, discover:
free Ebook
This playbook distills millions of subscriber actions into benchmarks and practical plays that protect revenue and extend lifetime value.
Inside, you will:
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The playbook breaks down the full subscriber lifecycle into four phases, with benchmarks, gaps, and practical plays for each.
Phase 1
Acquire and convert
Benchmark: New-user conversion, sub-5-minute sign-ups, trial-to-paid, and campaign performance
Insight: Identify where top performers convert faster and keep more trial users engaged
Phase 2
Optimize revenue
Benchmark: ARPU, long-commit, web-channel, and annual vs. monthly value
Insight: See how leaders increase average revenue per subscriber and shift users to higher-margin plans
Phase 3
Retain and win back
Benchmark: Subscriber lifetime, retention rate, resubscription, and recurring payment success
Insight: Understand which retention gaps most impact subscriber lifetime
Phase 4
Customer experience
Benchmark: Help-center engagement, contact rate, one-touch resolution, and ticket reopen metrics
Insight: Discover how leading brands turn support interactions into loyalty and retention advantages
