Loyalty, emotion and choice reduction

Rory and Natalie discuss how loyalty is emotional and how consumers often prefer simplified brand relationships.

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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

Want to see how mail delivers big results? Follow us for fresh ideas and standout success stories. ⬇️

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X - https://x.com/MarketreachUK

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