Customer Mail: Turn every moment into an opportunity

Deliver the brand experience your customers crave. Make touchpoints work harder to deliver the right message at the right moment for maximum impact.

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Report

Supercharge your CX with Customer Mail

Turn customers into lifelong fans of your brand

Customer mail is the post you send to people you already know—your customers, donors or supporters. It includes things like bills, statements, welcome packs and updates. But it’s more than that: it’s your chance to keep in touch, build trust and show your customers you care.

Customer mail

See results beyond impressions

7.2:1

ROI £7.21 for every £1 spent for warm retail direct mail

83%

of people want choice of medium for communications

99%

of customer mail is engaged with

71%

completely trust the customer mail they receive

8 days

av length of time addressed mail stays in the home

43%

of customer mail leads to a commercial action

The channel that senior marketing leaders swear by

When direct mail is done well... it remains one of the great connections between companies and customers.

Mark Ritson

Brand Consultant and Marketing Professor

Mail makes them feel really special, like the brand's made some effort.

Dino Myers-Lamptey

Founder of The Barber Shop

In a digitally connected world, consumers are craving physical connection. Direct Mail is more than just a message; it’s a responsive ally in your brand’s journey. Programmatic Direct Mail is essential for a comprehensive omnichannel marketing approach and should not be underestimated.

Seema Kumari

Global Head of Ecommerce, Philip Morris International

Benefits of using customer mail

Give your customers the experience they crave.

Use mail across the journey to stand out, stay remembered, and grow customer relationships

Highest level of engagement

Customer mail achieves exceptional engagement, with an impressive 99% engagement rate. This means that 99% of customer mail is opened, read, filed or shared. Importantly, this high level of interaction applies across all age groups.

Drives commercial action

Customer mail is highly effective at prompting commercial responses. 43% of customer mail leads to actions such as purchases, payments, visits to the sender’s website or brand-related conversations.

Highly trusted

Brand equity depends heavily on trust. Strong, lasting customer relationships are built on it. Consumers increasingly choose brands they trust, and remain loyal to them. Mail is consistently seen as one of the most trusted communication channels, across all sectors.

Builds strong, valuable customer relationships

Considered, personalised mail shows customers they’re valued. Neuroscience research indicates that mail from companies makes recipients feel more valued (70%) compared with email (30%).

Enhances the brand

Mail is tactile and three-dimensional. Giving, receiving and handling physical mail delivers a direct sensory experience that can strengthen brand perception. Creative use of messaging, paper quality, print, finish and striking visuals can evoke powerful emotions and associations with the brand.