Customers are your most important asset. Throughout the customer journey, there are points where we can enhance their experience. And one of the most underrated tools for this task is the handwritten note.
From pre-sale engagement to post purchase loyalty, handwritten notes create memorable moments across the entire customer journey, helping your brand build trust, deepen relationships and increase lifetime value.
Here are 10 powerful ways to incorporate handwritten communication into your customer experience strategy:
Pre sale. Warm up high intent prospects
First impressions matter. Surprise high value leads or prospects with a handwritten note introducing your brand or thanking them for considering your solution.
Example: A real estate agent sends a short personal note to potential buyers after a home viewing.
Why it works: Creates emotional engagement before the sale begins, positioning your brand as thoughtful and attentive.
Welcome notes during onboarding
After a customer signs up or makes their first purchase, send a handwritten welcome message.
Example: A SaaS founder welcomes new subscribers with a note sharing their personal thanks and tips to get the most value.
Why it works. Reinforces buyer confidence, reduces churn and sets the right tone for the relationship.
Thank you after purchase
Go beyond the typical confirmation email. A handwritten thank you card shows real appreciation.
Example: A boutique clothing store includes a handwritten note in every first order.
Why it works. Encourages repeat purchases and word of mouth referrals. People love sharing thoughtful packaging on social media.
Milestone celebrations and anniversaries
Recognise customer milestones such as one year anniversaries, lifetime spend thresholds or loyalty tier upgrades.
Example: A coffee subscription company sends a note (and a small gift) at the 12 month mark.
Why it works: Shows that you value long term relationships, not just transactions.
Re engagement for dormant customers
Handwritten notes are especially effective for winning back lapsed users.
Example: A fitness app sends a personal message to inactive users, inviting them back for a custom discount. Or a fitness coach sends a personal follow up message to ask a client how they are doing after leaving the program.
Why it works. Personal outreach makes the customer feel remembered, not just targeted by a reactivation funnel.
Welcome
When a customer signs up to your online course, send them a handwritten note to thank them for choosing to learn from you.
Example: A coach sends a personal thank you note with a little bonus to help their learning journey.
Why it works. Takes an ordinary experience and turns it into something special
cVIP or loyalty program recognition
Celebrate your top tier customers with notes to acknowledge their value.
Example: A skincare brand sends a quarterly thank you card to customers who spend over £100 a year.
Why it works. Recognising loyalty encourages more of it. And strengthens the emotional connection.
Holiday or seasonal greetings
A well timed holiday card makes your brand feel human and heartfelt.
Example: A B2B service provider sends handwritten New Year cards with a message of appreciation for continued partnership.
Why it works. Seasonal notes offer a non-salesy reason to reconnect and reinforce goodwill.
Referral thank you notes
Show appreciation to those helping grow your business through referrals.
Example: A dental practice sends a handwritten note and gift card to patients who refer new clients.
Why it works. Reinforces advocacy and encourages continued sharing.
Customer feedback requests
When asking for reviews or testimonials, pair your request with a handwritten thank you.
Example: A home service company sends a thank you card post service with a QR code linking to a review site.
Why it works. Gratitude boosts response rates and enhances the perception of your brands sincerity.
Handwritten touchpoints create lifelong customers
Each stage of the customer journey offers a chance to stand out by being personal, and handwritten notes do just that. They offer something interesting, intriguing and create emotional resonance and show customers they’re more than just a number. Start with one note a day. Track the results. Watch your relationships and ROI grow.
If you’re curious to see what a campaign could look like for your business, email us for a free, no obligation handwritten communications plan.
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