42. Boosting customer loyalty and personal touches at scale with Handwrytten Founder David Wachs

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What Would They Do? The Customer Experience Podcast For Small Business

Nadine Nethery | Customer Experience Strategist & Copywriter

47 episodes

1 week ago

Welcome to What Would They Do?, the customer experience podcast for small business owners. Every week, I answer your burning CX questions, and set you up with actionable, out-of-the-box customer experience strategies you can pull off without costly tech tools or lavish corporate marketing budgets! Join me as I explore different aspects of the customer journey, and how a remarkable customer experience can boost customer loyalty, first-time sales and your audience engagement… and so much more! Whether you’re a course creator, membership site owner or service provider, this is the customer experience podcast for small business owners who want to stand out with truly bespoke customer experiences before, during and after the purchase. We're going to touch on email marketing, brand messaging, copywriting, pricing strategies, offer positioning, customer delight and even gamification!

All content for What Would They Do? The Customer Experience Podcast For Small Business is the property of Nadine Nethery | Customer Experience Strategist & Copywriter and is served directly from their servers with no modification, redirects, or rehosting. The podcast is not affiliated with or endorsed by Podjoint in any way.

Marketing

Business,

Entrepreneurship

42. Boosting customer loyalty and personal touches at scale with Handwrytten Founder David Wachs

What Would They Do? The Customer Experience Podcast For Small Business

28 minutes 25 seconds

1 month ago

42. Boosting customer loyalty and personal touches at scale with Handwrytten Founder David Wachs

In today’s episode, we’re diving into personal touches, handwritten moments, and how to make your customers feel truly seen, even if they’re scattered around the globe.

We’re answering this listener question:

“I would love to welcome all new members with a personal touch, but they’re scattered all over the world and it seems too complex and costly. What are my options?”

To help unpack this, I’m joined by David Wachs, founder of Handwrytten, a tech-enabled platform that makes sending physical handwritten cards as simple as sending an email. We explore the power of thoughtful gestures, why inbox fatigue is real (and growing), and how to scale meaningful experiences without burning yourself out.

Keen to try Handwritten?Save 10% on your Handwrytten cards with signup code nadinenethery

Whether you’re a service provider, a membership founder, or a course creator, this episode will show you how to stand out in a sea of digital noise by doubling down on what makes you (and your customers) human.

My long-term 1:1 client and Retention Lab member Josh Goldsmith is joining us inside the Lab in December to share exactly how he automates handwritten touchpoints in his business with Handwrytten. You’ll want a front-row seat for that!

What we cover:

Why retention and loyalty hinge on making people feel seen

What makes handwritten notes so emotionally powerful

Surprising findings from Handwrytten’s 2022 and 2025 consumer outreach surveys

Real examples of how brands increased revenue, loyalty, and LTV through handwritten outreach

How to balance automation and authenticity when scaling personal touches

Where AI belongs in the personalization journey, and where it doesn’t

Why intention is more important than handwriting, and how to keep it personal at scale

Connect with David Wachs:

David's Instragram: https://www.instagram.com/dbwachs

Handwrytten's Instagram: https://www.instagram.com/handwrytten

View the episode transcript here.

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

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