5 Ways to Use Direct Mail for Customer Retention

by | May 26, 2023

Direct mail is a powerful tool for retaining customers and building loyalty. It can be used to remind customers about your brand, offer exclusive discounts or promotions, and provide enticing content that keeps your consumers coming back. Let’s look at five ways you can incorporate direct mail into your customer retention efforts.

1. Personalization

Personalizing direct mail with customers’ names or preferences is a great way to make them feel special, valued, and appreciated. This can be as simple as embedding their names in the text or as sophisticated as sending coupons tailored to their past purchases. Consumers are used to seeing personalization in digital marketing, but less so on paper. When they see their names in print, it stands out and makes them feel special.

2. Special Offers

Special offers and promotions are a great way to keep customers engaged with your brand. Especially when you make offers that aren’t available to everyone else. Think “customer only” sneak peeks or VIP access through your loyalty program. People love feeling like an insider!

3. Tangibility

Who feels special getting a digital coupon? Hardly anyone. But people do feel special receiving vibrant, high-quality mailers on heavy stock or “backstage passes” embossed with metalized foil. These are tangible tokens of value and make a loud statement. Customers also tend to hang onto printed offers far longer than digital ones, extending your marketing reach.

4. No Opt-Out Option

There is no “opt out” option for direct mail. Use mailers to engage with people who have not opted in to your email communications or to send “We miss you!” offers to customers who have lapsed. Invite patrons to participate in surveys to find out how you’re doing, and if they have lapsed, how you can make it right. Sometimes you haven’t done anything wrong. People want to continue to engage with your brand. Their inboxes are just full, and direct mail is the perfect way to stay in touch. 

5. Use Creative Formatting

Be creative when designing your direct mail pieces. Add novelty elements that keep people interacting with the piece longer than typical print materials. Don’t be afraid to experiment with things like coupon cards, folded mini-brochures, 3D objects (like pop-up cards and mailers).

By using these strategies, businesses can effectively use direct mail as a tool for customer retention while also making sure their messages stand out in a crowded marketplace.