Streaming Services Pivot: From Growth to Retention and Beyond

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In a recent episode of the Retention Zone podcast (embedded below), media industry veteran Titus Bicknell shed light on the changing priorities within the video streaming sector. Having worked alongside Bicknell at AMC Networks for nearly two years, I have always held a deep appreciation for his insights, which offer a window into an industry undergoing significant shifts from aggressive subscriber acquisition to nuanced strategies aimed at retaining valuable customers.

The Evolution of Subscriber Priorities

Bicknell, a pioneer of mobile video in the early 2000s, has witnessed first-hand the explosive growth of the streaming market, particularly between 2015 and 2020. However, the focus, he notes, has crucially shifted. It’s no longer about amassing subscribers indiscriminately. "It's not any sub is a good sub," he remarked during the podcast. This reflects a deeper understanding within the industry that not all subscribers are beneficial for the business's bottom line, with some costing more to service than the revenue they generate.

Rising Costs and Changing Strategies

As the streaming market becomes increasingly saturated, customer acquisition costs have surged. This change has prompted services to rethink their customer retention strategies. Bicknell highlighted a shift in how services manage customer departures: "There's been an assumption that if I just go through the process of canceling, they'll send me an offer, I'll save money, I'll come back in. That mechanism is changing." Streaming services are now prioritizing the retention of subscribers who are genuinely profitable, rather than clinging to every subscriber at any cost.

The Role of Data Analysis

The pivot to retention underscores the critical role of data analysis in understanding audience behavior. However, Bicknell cautions against relying solely on data without context, saying, "Data for data's sake is a dangerous way to go." He points out the necessity for human expertise to interpret data meaningfully. Teams that understand the industry context can leverage AI and other technologies not just to process data, but to extract actionable insights that drive better business decisions.

Improving Content Discoverability

Looking towards the future, Bicknell advocates for an industry-wide focus on improving content discoverability. This means breaking down the "walled gardens" that make it difficult for users to find shows across different platforms. By enhancing how content is discovered and accessed, streaming services can significantly reduce customer frustration, which in turn can aid in retaining subscribers.

A New Era for Streaming Services

As the streaming industry matures, the shift from a singular focus on subscriber numbers to a more sophisticated approach towards subscriber quality and retention signifies a major evolution. Streaming services are now recognizing the importance of sustainable growth that prioritizes long-term profitability and user satisfaction. By focusing on quality over quantity, effective data utilization, and improved user experience through better content discoverability, streaming platforms are not just adapting to current market demands but are setting the stage for future innovations.

This recalibration of priorities may well dictate the success of streaming platforms in the coming years, as they navigate the challenges of a competitive and ever-evolving market landscape. Having observed Bicknell's approach during our time at AMC Networks, it's evident that his perspective is not only informed by extensive experience but also by a genuine understanding of how to foster meaningful engagement in digital media spaces.

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