Ep 11: Why top brand loyalty programmes feature mail with Natalie Milner

Ep 11: Why top brand loyalty programmes feature mail with Natalie Milner

Is mail the key to building and maintaining strong customer relationships?


In this episode of Mail Unleashed, former Group Membership & Loyalty Director at the AA, Natalie Milner, shares insights from her career, as she and Rory Sutherland sit down to discuss:


  • The importance of making sure that customers feel valued
  • Two examples of successful direct mail campaigns from Wickes and Loaf
  • How mail can make customers feel appreciated
  • Natalie’s experience with mail at the AA

Tune in to find out why top brands are turning to mail for their loyalty programmes.

00:00 Intro

00:41 Welcome to Natalie

01:25 Natalie's first example of a successful mail campaign – Wickes

04:50 Natalie's second example of a successful mail campaign – Loaf

06:00 The AA and direct mail

06:51 The importance of having a holistic view in media selection

09:03 Why physical marketing makes an impact

12:09 Outro

Natalie has years of experience working for big name brands like the AA, Curry’s plc and Wickes.


She helps organisations transform their brand and customer experience by integrating media and connecting touchpoints to acquire, engage and retain more customers- increasing loyalty.

Follow Natalie.

LinkedIn - https://www.linkedin.com/in/natalie-milner-b65a601/

Follow Rory.

LinkedIn - https://www.linkedin.com/in/rorysutherland/

X - https://x.com/rorysutherland

Watch the full episode.

Website - https://www.marketreach.co.uk/mail-unleashed/natalie-milner-cmo

YouTube - https://youtu.be/VVfz9WBaVxA

Want to see how mail delivers big results? Follow us for fresh ideas and standout success stories. ⬇️

LinkedIn - https://www.linkedin.com/company/marketreach-from-royal-mail/

X - https://x.com/MarketreachUK

Facebook - https://www.facebook.com/p/Marketreach-100057126832884/

TikTok - https://www.tiktok.com/@marketreachuk

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Jaksot(20)

Ep 20: Direct mail wins the attention economy with Jonny Harrison

Ep 20: Direct mail wins the attention economy with Jonny Harrison

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Ep 19: Why Ian Gibbs says mail earns attention that lasts

Ep 19: Why Ian Gibbs says mail earns attention that lasts

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Ep 18: Bring your digital brand to life and deliver trust with Sayed Hajamaideen

Ep 18: Bring your digital brand to life and deliver trust with Sayed Hajamaideen

How can you build trust with your customers without physical stores or a tangible product?  In this episode of Mail Unleashed, Sayed Hajamaideen, Head of Brand & Marketing at SMARTY Mobile, sits down ...

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Ep 17: Tesco grows Clubcard loyalty using targeted mail with Tash Whitmey

Ep 17: Tesco grows Clubcard loyalty using targeted mail with Tash Whitmey

How did mail help Tesco gain 21 million active members for its iconic Clubcard loyalty programme? You can find out from Tash Whitmey, Group Director of Loyalty, CRM and Marketing at Tesco.    Together...

11 Helmi 13min

Ep 16: Capture consumers attention using physical media with Dino Myers-Lamptey

Ep 16: Capture consumers attention using physical media with Dino Myers-Lamptey

Want to find out why mail can hold the attention of consumers?   In this episode, host Rory Sutherland welcomes Media expert and The Barber Shop founder, Dino Myers-Lamptey, into the studio to share h...

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Ep 15: Mail puts the fun in insurance with Ed Birth

Ep 15: Mail puts the fun in insurance with Ed Birth

In a world littered with noise, why does a simple piece of mail still get the most attention? In our next Mail Unleashed episode, Head of Brand Marketing at Hiscox, Ed Birth is here to reveal how sell...

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Ep 14: Use behavioural science to unlock campaign potential with Richard Shotton

Ep 14: Use behavioural science to unlock campaign potential with Richard Shotton

If mail is distinctive, does it become more memorable? Richard Shotton, behavioural scientist and author of The Choice Factory, and Rory Sutherland, get under the skin and into the minds of consumers....

10 Joulu 202513min

Ep 13: Mail's trust advantage in banking with Margaret Jobling

Ep 13: Mail's trust advantage in banking with Margaret Jobling

In a world of rising digital scams, why does a simple piece of mail still reassure banking customers?  Chief Marketing Officer at NatWest, Margaret Jobling, joins Rory Sutherland for this episode of M...

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