How Tribune Publishing increased subscriber retention by 8 points

The goal

Tribune Publishing needed to deliver a consistent, high-quality experience across print and digital channels, improve operational efficiency and protect its editorial legacy. Watch the full story.

The outcome

+8-point YOY

increase in subscriber retention

200 agents

delivering empathetic support

Deep brand trust

An extension of Tribune’s brand, not just a vendor

The challenge

Publishers are feeling the squeeze: traditional revenue streams are falling while digital competitors multiply, making it tougher to keep readers engaged without compromising longstanding editorial values.

Put together, these trends mean a smaller pool of paying readers, fiercer competition for attention and a renewed need to protect the emotional connection that drives loyalty and trust.

The solution

Industry
Media

Through a solid partnership with Foundever, Tribune outsourced customer experience and select back-office functions to a values-aligned partner so the publisher could:

  1. Preserve its brand voice
  2. Enable continuous, authentic reader interactions
  3. Create the flexibility to pilot subscription strategies that reinforce loyalty

As this trust-based partnership deepened, Tribune handed Foundever a broader range of support, enabling the publisher to focus internal resources on preserving legacy and building enduring bonds with readers.

Results

+8-point YoY

increase in subscriber retention

200 agents

NPS increase

Deep brand trust

An extension of Tribune’s brand, not just a vendor