Category: Article

Any type of relationship starts with emotional intimacy. Business relationships are no exception. This is why many companies are investing in customer intimacy strategies.

Is customer intimacy just a fancier way of referring to customer engagement? Nope. Customer engagement is designed to create online and offline interaction with customers using tools such as surveys, social media activity, clickable links, interactive print, and so on. Customer intimacy is different. By definition, it is based on a relationship, not just a response or activity. By their very nature, relationships create a bond of loyalty and advocacy that, in a business environment, directly impacts the bottom line. Relationships are sticky. Thus, customer intimacy is deeper and less fickle than other measures, and it’s worth your time to figure it out.

How can you use the tools in your marketing toolbox—print, digital, mobile, and social—to deepen customer intimacy?

Enhance personalization: Whether it’s print or email, enhance your understanding of your customers with data that is relevant, current, and continually kept up to date. When communications are genuinely relevant, trust is built. Trust builds intimacy.

Customer surveys: When you ask someone’s opinion, you show that you care. It starts a two-way conversation that makes customers feel valued. Use direct mail, email, web and social media polls, and even text messaging to solicit feedback.

Monitor your Net Promoter Score (NPS): A Net Promoter Score is a single survey question that asks, on a scale of 1 to 10, how likely customers are to recommend your product, company, or service. Over time, monitoring your NPS by customer segment tells you where you are doing well and where you need some work; when customers see that you value and respond to their opinions, that creates intimacy.

Updates and “report cards”: What are your company goals this year? Communicate them to your customers and provide updates. Transparency helps customers feel more connected with you. In a B2B environment, offer annual reviews of your customers’ performance metrics, too. This is one way you can give back and deepen the relationship.

Send gifts and cards: Take note of key dates in your customer relationship, including birthdays and customer anniversaries. Sending a card or gift sends a powerful message: We care. Do this by mail, not digitally. Printed pieces create a far more significant emotional impact.

There are many other ways to create customer intimacy, so get creative. Whatever tools you use, the message should be the same: We know what you value. We care about what you value. By engaging with you about these things, we care about you. That’s a message that resonates—and sticks.

Paper is more than just a surface for printing. It has its own character. It can evoke warmth or coolness, brightness or subtlety, and feel earthy or extravagant. Let’s explore some essential elements that give each paper its own personality.

1. Brightness Levels: Brightness indicates how much light reflects off the paper, rated on a scale from 1 to 100. A higher brightness (closer to 100) means your colors will stand out more vividly. Papers with lower brightness, particularly uncoated ones, tend to soften colors.
2. Color Tones: Papers are available in a range of shades. A blue tint makes the colors seem cooler, while yellow undertones lend a warmer feel. Consider using a cooler-toned choice for your annual report and warmer tones when announcing your new summer collection.
3. Textural Influence: The texture of paper can trigger strong emotional responses. Linen suggests sophistication, while cotton represents quality and formality. Recycled paper, mainly when it contains intentional imperfections, appeals to environmentally conscious clients. Smooth, glossy papers convey a corporate vibe.
4. Finish Matters: Different finishes—glossy, matte, satin, and uncoated—affect how ink interacts with the paper. Uncoated sheets absorb ink for a more understated appearance, while high-gloss sheets make colors pop.
5. Paper Weight: Papers are categorized by weight, with heavier sheets imparting a sense of importance. Opt for a heavier stock if you aim to project a premium or elite image. The thicker paper also suggests durability and longevity.

Selecting the right paper is akin to a striking smile or a warm gaze that establishes the mood for your message. Reach out to us for samples demonstrating how various paper styles can influence the conversations you want.

Sure, the volume of direct mail may be declining, but its importance is not. Direct mail plays a unique role in the marketing world and is something digital channels cannot replicate. Let’s look at five reasons why.

1. Print retains authority. Digital marketing is often perceived as low-cost, which diminishes its impact in the eyes of consumers. In contrast, handing someone a brochure, a physical coupon, or a direct mail piece creates a sense of value and credibility.

2. Print appeals to younger audiences. Research shows that younger generations are still interested in print. For instance, magazines focused on specific topics, such as fashion and fitness, have experienced a resurgence among readers aged 18-24. Print catalogs are also making a comeback. Even Amazon.com is using print catalogs to promote toys during the holiday season this year!

3. Print enhances focus. Digital media can lead to distractions, causing readers to miss critical messages. Whether it’s a college student studying, a casual reader relaxing at home, or a targeted recipient perusing direct mail, print materials capture attention and encourage better retention than digital formats.

4. Higher engagement. When people hold printed pieces, such as brochures or magazines, in their hands, they engage more actively with the content. This physical interaction creates a multisensory experience that makes the content more memorable. Flipping through pages or handling materials makes the information more memorable than scrolling down a digital screen.

5. Longer engagement time. Readers spend more time with print. They tend to take their time to read and study, leading to deeper information processing. The longer someone spends with your print materials, the more likely they will remember the content.

The takeaway is clear. While digital media play a crucial role in a comprehensive multichannel marketing approach, they cannot fully replace print. For effective results, incorporate print into your marketing strategy!