AI-Powered Personalization with Rick Elmore

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This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:

1. How can companies send personalized handwritten notes to thousands of customers efficiently? 
2. How do handwritten notes compare to email and direct mail in terms of open rates? 
3. What is the impact of personalized handwritten notes on customer retention rates? 
4. How does sending handwritten notes help businesses stand out from digital competitors? 
5. How does sending personalized handwritten notes at scale improve employee engagement and morale?

Top Takeaways:

• Getting a handwritten note (or one that looks handwritten) instantly makes the recipient feel special and appreciated. When customers receive an envelope with a handwritten address and a stamp, they are more likely top open it. When it includes a personalized message in the form of something tangible, tactile, and written with a pen, they are more likely to keep it. 

• Personalization builds strong customer relationships. A way that businesses can do this at scale is to use technology like robots that can mimic human handwriting and powerful AI software to create thousands of truly personalized notes.  

• Handwritten notes have much higher open rates than regular mail. Studies show that almost every handwritten note gets opened, while most promotional letters or emails get ignored or thrown away. When someone sees a real envelope with a stamp and handwriting, it feels personal. This makes handwritten notes a powerful tool for getting attention. 

• Sending handwritten notes helps businesses reduce customer churn. It is not just about showing appreciation and acknowledging customers, but it can also make them want to stay and keep buying from you. Businesses have found that thank-you notes and anniversary cards help increase loyalty. Even just a simple “thank you” can have a significant impact and keep clients engaged for years. 

• Authenticity matters with personal messages. In the age of social media, customers can easily take a picture of a personal handwritten note and share it online. Large language models and intelligent software allow you to generate different messages for thousands of customers, each tailored to their interests or previous experiences. This way, no two notes are exactly alike, even if the general message is the same.  

• Connecting personally is essential not only for customers but also for employees. Sending birthday cards, holiday cards, or notes recognizing achievements shows team members they are valued. It’s a simple act that can lead to a positive work environment. When leaders do this, it strengthens the bond with their employees, making them happier and more loyal. 

• The best business opportunities may be in your existing customer base. Instead of constantly chasing new customers, take time to appreciate the ones you already have. Small, personalized gestures can deliver a significant return on investment by building long-term relationships and brand loyalty. 

• Plus, Shep Hyken and Rick Elmore show how personalization works, sharing examples of successful brands like Chewy using handwritten notes to stand out and strengthen customer relationships. Tune in! 

Quotes:

“We’re drowning in digital noise. What’s old is new again. People crave authentic experiences and want to feel valued. A personalized handwritten note is what helps businesses win loyal customers and long-term relationships.” 

“When you give customers something tangible, like a handwritten card, it stands out from everything else they get. It’s not just about sending a message. It’s about leaving a lasting impression that people remember.” 

“In business, relationships will always matter, especially as we are working more with AI. People want to work with brands they like and trust, and personal touches are what foster that trust.” 

“Look at your customer list and database. Opportunities are sitting right under your nose. If you want clients to come back or reconnect even when they haven’t bought from you in a while, focus on building a personal relationship instead of just making an ask.” 

About:

Rick Elmore is a former NFL athlete, an award-winning entrepreneur, and the founder of Simply Noted, a leading U.S.-based handwritten direct mail company. He helps organizations build meaningful human connections with their customers at scale. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.