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.

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

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.