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?

Grab the State of the Customer Report FREE right here.

Generate 10 tailored-to-you survey questions FREE right here.

Join Retention Lab🧪, the community to help you b uild a signature customer experience that keeps people coming back, gets them talking and grows your business without you having to start from scratch every single month .  Join here!

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

Check out my favourite CX tools and resources here.

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