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What’s The Role Of Your Direct Mail Campaign In The Customer Journey?

Businesses and marketers often forget to stick to the basics when creating their marketing campaigns. Clear and effective messages are essential at every consumer touchpoint as they are what makes the consumer journey memorable.

Ways That Direct Mail Marketing Affects The Customer Journey

The customer journey entails the consumer’s typical experience from their first point of interaction with informative and relevant content to a purchase, and possibly to establishing a long-term relationship after sales or repeat business.

Customer Journey Mapping

In today’s fast-paced society, where consumers have a short attention span, marketers have to understand the needs, wants, and expectations of their target audience, and then deliver on them. Identifying the key customer interactions in the journey and discovering the consumer’s motivations, feelings, and concerns at each of those touch points can help you customize your marketing message.

Direct mail marketing excels in content personalization. Through the mixture of creative and personalized mailpiece design, clarity of message, timely delivery, and a clear call-to-action, direct mail is one of the best ways for marketers to influence the consumer’s decision at any point in the customer journey.

Matching direct mail marketing with key touch points in the journey

Research findings from McKinsey Company suggest that 56 percent of all consumer interactions take place during a multi-channel customer journey, and 38 percent of all journeys involve multiple channels of interaction.

Effective journey mapping provides the marketer with better understanding of their target’s expectations, and helps with the identification of areas of operational improvement. Direct mail marketing can then be used to facilitate:

  1. The acquisition of new customers

    Finding new customers is a challenging and costly process, but extremely important for growing your business. Direct mail provides a cost effective way to draw the attention of prospects and initiate engagement.

  2. Customer retention

    Marketers need to strike a balance between customer acquisition and retention. Fortunately, it is easier and cheaper to retain customers than it is to attract them. You can use direct mail pieces to keep in touch with customers and upsell relevant items.

  3. Lead generation

    Research suggests that 63 percent of direct mail recipients aged 18 to 34 consider receiving their mailpieces a pleasure. Considering that this market segment also has a strong online presence, marketers can successfully use direct mail marketing to direct traffic to their website or social media page.

    Essentially, proper customer journey mapping helps you to identify the best points to introduce direct mail marketing, usually as part of a larger marketing campaign that aims at increasing sales.

Interested in adding direct mail marketing to your advertising mix? Please call our Toronto mailing house at 1-866-486-0423. Troi spells success, one letter at a time!

About: Seamus Barton
Seamus Barton - Author
Seamus Barton joined Troi Mailing Services in 2014 after graduating from York University with a Bachelor’s Degree in Professional Writing. As a manager of print and direct mail solutions, he sees how words play an important role in personalizing any experience. Seamus’ passion for writing motivates him to provide frequent direct marketing content that supports each Client’s individual needs. Please chat with Seamus about commercial printing and direct mailing campaigns, or about how to marry digital and physical strategies for optimal Smartmail Marketing success.

You can connect with Seamus on LinkedIn or by calling Troi Mailing Services at 1-866-486-0423 or via email at Read his latest article featured in Direct Marketing Magazine on “Dimensional Mail: Marketing’s Buffet Lobster

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