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.

Get in touch See success stories

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 like your customers, donors or supporters. It covers communications like bills, statements, welcome packs and updates. But it’s more than just keeping your audience informed, it’s your chance to keep in touch, build trust and show them you care. All of which plays a big part in shaping a great customer experience (CX).

Crowd cheering in stadium with confetti in the air

Customer mail

See results beyond impressions

7.2:1

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

83%

of people want choice of medium for communications

99%

a huge 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

An epic 43% of customer mail leads to commercial 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.

Explore other mail types

Direct mail

Partially addressed mail

Door drops

Catalogues

Programmatic mail

Mail incentives

Royal Mail has incentives that are designed to help you do more, while spending less. Their Business Mail Test and Innovate incentive supports organisations that are trialling new customer mail activities with postage credits. Post at least 4,000 items during the test period to qualify.

Whether you're testing new customer communications or launching a regular publication, this incentive helps you experiment while keeping costs down.

Speak to us to explore what’s possible and enhance your mail strategy.