Physicality, tangibility and loyalty value

Is mail the key to building and maintaining strong customer relationships?  

In this episode of Mail Unleashed, former Group Membership & Loyalty Director at the AA, Natalie Milner, shares insights from her career, as she and Rory Sutherland sit down to discuss: 

• The importance of making sure that customers feel valued 

• Two examples of successful direct mail campaigns from Wickes and Loaf 

• How mail can make customers feel appreciated  

• Natalie’s experience with mail at the AA 

Tune in to find out why top brands are turning to mail for their loyalty programmes.  

00:00 Intro  

00:41 Welcome to Natalie  

01:25 Natalie's first example of a successful mail campaign – Wickes 

04:50 Natalie's second example of a successful mail campaign – Loaf  

06:00 The AA and direct mail 

06:51 The importance of having a holistic view in media selection 

09:03 Why physical marketing makes an impact  

12:09 Outro 

Natalie has years of experience working for big name brands like the AA, Curry’s plc and Wickes.  

She helps organisations transform their brand and customer experience by integrating media and connecting touchpoints to acquire, engage and retain more customers- increasing loyalty. 

Follow Natalie.  

LinkedIn - https://www.linkedin.com/in/natalie-milner-b65a601/  

Follow Rory. 

LinkedIn - https://www.linkedin.com/in/rorysutherland/ 

X - https://x.com/rorysutherland 

Watch the full episode. 

Website - https://www.marketreach.co.uk/mail-unleashed/natalie-milner-cmo  

YouTube - https://youtu.be/VVfz9WBaVxA  

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