Customers put greater emphasis on customer experience and communications than ever before. Prime products are no longer enough. You need to make sure you’re connecting with your customers in a meaningful way, leaving them satisfied with their brand interactions.
After a good experience, 62% of B2B customers and 42% of B2C customers purchase more.
After a bad experience, 66% of B2B customers and 52% of B2C customers stop making purchases.86% of shoppers will pay more for a good customer experience.
Direct mail can outperform email, offering recipients a more direct and tactile experience.
The average household gets just 2 pieces of direct mail a day, compared to 157 emails.
95% of adults between 18 and 29 report positive associations with personal mail.
Direct mail responses are higher than digital responses, even when these are an option.
71% of shoppers are frustrated with the impersonal nature of their shopping experiences.
58% of customers report that communications were not personalized either frequently or very frequently.
Customize your communications with:
By 2020, customer experience will be the key brand differentiator, proving more important than both price and product.
Top factors for differentiation in customer communications:
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