Offline Marketing: Personalised Direct Mail with Charlotte Pearce from Inkpact (episode 084)

by April Buencamino-dy

Charlotte is on a mission to help brands be more human. She’s a Forbes 30 under 30, and founder of Inkpact, where her and her team help brands like Gymshark, John Lewis, and Tiffany to increase sales in the most offline, scalable, personalised way possible!

Listen now for free:

Subscribe to Keep Optimising on your favourite Podcast App

About Charlotte

Charlotte got into the world of offline marketing by accident.

She was working for a global social enterprise when at a family friend’s marketing day, she volunteered to look for a few people from her organization of 30,000 individuals, to write handwritten notes for a company that loved sending them but didn’t have anyone who wanted to write them.

By linking the two groups, and with her love for stationery, Charlotte says she ended up creating a business by solving a problem for someone who had one.

Why Direct Mail Works

One reason direct mail works is because people enjoy receiving something they can actually feel and touch with their hands. So when they do, they tend to give it more attention.

Another reason is because people nowadays don’t have much coming through the mailbox. So when brands send something tangible through the post, they stand out and make an impression, which is what you want to happen with your marketing campaign.

The Power Of Personalisation By Inkpact

For Charlotte, going personal and physical really stands out and makes a difference.

At Inkpact, they have over a thousand scribes in the UK and in the US they call their Scribe Tribe, who write notes by hand. Their handwritten work goes through a quality check and once checked, the notes are put in an envelope and sent out via post. 

Because of the number of scribes Inkpact has, they’re able to send out hundreds of thousands handwritten notes for more than a few brands.

Key Campaign For Direct Mail

Getting a first-time buyer to purchase again is a key campaign for Charlotte.

They’ve been doing this for five years for one client, Orlebar Brown. Their handwritten notes have increased basket size by 30%, with 58% of consumers more likely to make their second purchase after receiving the note.

Staying Sustainable

Charlotte says that from the very beginning, Inkpact has made the effort of using recycled and recyclable paper. They also have seeded paper, which grows a plant when you throw it out in your garden.

They also have a range of eco-friendly corporate gifts that are produced by local suppliers, which is also a sustainability element for the brand.

Insider Tips

If we’ve inspired someone to take their first step with offline marketing – what do they need to know to give themselves the best chance of success?

When coming up with a campaign, think of the brands you interact with. Then ask yourself what it is you can send your customers, that you would also appreciate receiving as a consumer.

Once you’ve started of course you’ve got to ‘keep optimising’! So what’s your favourite way to improve offline marketing performance?

Charlotte says optimise the language you use in your direct mail.

Be more personal, and talk to your audience in a way you would talk to a friend. Use emotion, talk to people like humans, and make it really personal.

If someone listening wants to learn more about offline marketing is there one cheap/free resource you’d recommend?

Crystal ball time – what’s coming up in the next 6-12 months that we should be getting ready for in offline marketing?

Playing in the direct mail space is going to be fun in the next 12 to 18 months because it’s going to come back. People will get more creative, and bring back direct mail with a more personal touch.

Interview Links

Charlotte on Social media:

Sponsored by…

Klaviyo is a leading customer data and marketing automation platform dedicated to accelerating revenue and customer connection for online businesses. Klaviyo makes it easy to store, access, analyze and use transactional and behavioral data to power highly-targeted customer and prospect communications.

The company’s hybrid customer-data and marketing-platform model allows companies to grow by fostering direct relationships with customers, without giving up their valuable data to popular big-tech ad platforms. Over 80,000 innovative companies like Unilever, Custom Ink, Living Proof and Huckberry sell more with Klaviyo. Learn more at

Full transcript to read & download:

Click to access