PENSAKI: Bespoke CRM Campaigns To Win & Retain Customers

Seemingly irrational things can be extraordinarily potent if the power of cognitive biases is leveraged to surprise and delight humans. Especially in the EU-GDPR context, handwritten letters can generate significant response rates, if the key success factors have been taken into account.

Marketing has one simple mission, to either help to increase sales or to reduce costs. Therefore it is important to critically question: How does every lead generation campaign contribute to your sales pipeline? How many leads at ideal customers did you effectively generate? Nothing else matters... i.e. standout or accept to simply standby.

« Impressive result! The postcard mailing achieved a much higher response rate than any other mailing before. Numerous customers contacted me and were thrilled to receive a handwritten” postcard.»

Andreas, Frankfurt - 06.09.2022 🇩🇪

«I am convinced of the quality and service. We were able to save a lot of manual time for this and will use the service again and again. Value for money, professionalism, and quality.»

Lukas, Trier - 24.01.2022 🇩🇪

« Wonderful! Brilliant service, super results! If only all service providers would operate like this. And the handwritten letters are simply of top quality! Thank you very much!»

Katja L., Berlin. - 23.12.2021 🇩🇪

« Great customer service! My questions were quickly answered by customer support by mail. Thank you for the friendly service at all times! »

Ina, Hamburg - 19.10.2022 🇩🇪

« Satisfied all around! Fast and friendly response to all kinds of requests; they try to make every request as possible for the customer – thanks for that and keep it up! »

Lina W. - 16.03.2021 🇦🇹

« Amazing – Thanks for the supreme support and product. Handwritten postcard mailings with PENSAKI are simply outstanding. »

Jan S. - 19.03.2021 🇩🇪

« Reliable, friendly, and highly competent lead generation experts… very easy ordering process and the obtained sales results exceeded our expectations. »

Jeannette, Art Director - 07.10.2021 🇩🇪

« Worked perfectly! Configured online without problems and 2 business days later the letters were already delivered. »

Florian - 04.01.2021 🇩🇪

« Easier and faster than I expected! I was worried at first that PENSAKI would not be feasible for my 1,000 personalized handwritten cards. But it was very easy, support was always available and quick, so I’m happy all around.  »

Tabea S. - 08.04.2021 🇩🇪

« Great service, great results! Thanks for the great handling of more than 3,000 personalized handwritten Christmas cards – I am always fascinated by how perfect the result is! »

Ingo M. - 02.12.2020 🇩🇪

« Wonderful. A lovely personal touch that was well-received by all the recipients. »

Timothy - 12.01.2020 London 🇬🇧

« Perfect: Fast, hassle-free support and fast delivery. Thanks again. »

Verena, Vienna -  25.08.2022 🇦🇹 

« Super support and execution. Even with only small numbers a very fast and professional online service. The support by the Pensaki team was excellent and the quality of the handwritten letters is outstanding. »

Philipp R. - 03.02.2021 🇩🇪

« Both the upfront guidance and order execution were very good. We are very satisfied with the achieved results.»

Claudia - 06.10.2021 🇩🇪

Successful CRM Campaigns With Handwritten letters


Pensaki customers achieve outstanding results with our handwritten letters, as long as the important key success factors have been taken into account. An extraordinary high open rate is generally speaking not enough for a successful CRM campaign. In order to drive response more things need to be considered. Read here to learn more about these key success factors.

Handwritten CRM mailings can provide noteworthy business results both in the B2B and B2C context. Driving customer retention campaigns with handwritten notes can make a huge difference when you want to convert satisfied customers to emotionally connected fans.

An emotional connection matters a lot more than only customer satisfaction. That's why great brands aim for customers' hearts, not their wallets. Making an investment in optimizing the on and offline end-to-end customer experience has become critical for all leading companies. Handwritten messages can make a huge difference here.


Irrational factors determine most decisions.


People don't value things, but their associated meaning.


Digital marketing no longer offers magic bullets.

Generate GDPR compliant leads with handwritten letters without breaking the law


GDPR-compliant cold mail campaigns without opt-in.

Driving Response Rates 40%
Driving Win-Back Rates 12%
Reducing Ecommerce Returns 33%

For a lead generation to be successful, it must stand out from the crowd to be rewarded with attention. It is very helpful to consider that humans are multisensory beings. For this reason, high-quality finished direct mail is always more successful. If, for example, the haptic sense is stimulated, a letter is held longer in the hand and this increases the memory effect. In the case of direct mail campaigns, a high quality finish has a strong influence on opening and response rates. What all types of print refinings have in common is an increased attention span, a stronger memory value, an impression of value and perceived appreciation. Everyone wants to experience recognition and appreciation.  Successful companies, therefore, pay attention to the development of positive emotions, based on reliability, respect, flexibility and appreciation, when establishing stable customer relationships. High-quality personalized refinings plays an important role in this context, especially as digital communication is unable to provide  any relevant alternative.

With PENSAKI campaigns you are able to leverage the power of surprise and delight at scale to create memorable brand experiences. Creating such experiences can set your brand apart from your peers. Creating experiences that engage, excite and entertain are making your business stand out. With PENSAKI you can give unanticipated perks to customers in order to renew interest, boost purchases and restore loyalty. That's why especially digital thought leaders already successfully leverage the power of our bespoke PENSAKI letters. PENSAKI is a European GDPR-compliant online service where you can order bespoke handwritten notes at scale to effectively generate new leads or to increase customer retention.

Even if most people describe themselves as acting mostly rational. Reality tells something different. Humans are born irrational. Daniel Kahneman and Amos Tversky discovered “cognitive biases,” showing that that humans systematically make choices that defy clear logic. Successful companies, therefore, need to develop a strong understanding of irrational behavior. In this context, knowledge about cognitive biases is crucial, as it provides access to irrational behavior. The human subconscious automatically evaluates the creativity and perceived costs that the sender of a mailing has invested. Only a print refining usually falls short when it comes to standing out from your peers.

The highest level of print refinement is a handwritten letter, where every word is written with a real fountain pen and not only printed.  Outstanding results can be achieved, especially in our digital age, if the relevant success factors have been taken into account. Bespoke handwritten notes aren't the magic silver bullet for a mediocre story or product.

Achieving a 12 percent win-back rate with handwritten notes

12 %

Customer Win-Back

Source: Pensaki

6 %

Customer Win-Back

Source: Pensaki

-33 %

Return Rate Reduction

Source: New York Times

Richard H. Thaler

Nobel laureate

"…small and apparently insignificant details can have major impacts on people’s behavior. A good rule of thumb is to assume that ‘everything matters."

Cognitive Biases Influence How We Think and Act. This knowledge is very important in the context of effective communication strategies, because it provides an access to irrational behavior. This includes, for example, that successful communication always takes place on several levels. In order for a message to be perceived as significant, it must convey a corresponding value. The subconscious automatically evaluates the creativity and perceived costs that the sender has invested.

If you receive a handwritten invitation, you automatically attach more importance to it than to only a printed one. Someone who has chosen this bespoke form of communication is very likely to also take care of all other aspects of an event or the business relationship itself.

The meaning and the importance attached to a thing is directly proportional to the effort with which it is communicated. This can be a letter delivered by a courier, a gift, high-quality stationery, beautiful stamps or a handwritten message. Creativity is of great importance.

In addition, situational influences have an important influence on attention and memory. Anyone who opens a letter takes their time. The fact that a handwritten letter is not cross-read also ensures a better memory. This increases the chances that such messages will receive a reaction - or at least make it into the follow-up folder.

It is unimportant who picked up the pen, even if a self-written message always remains the best alternative. 

Learn how our customers use Pensaki to build stronger relationships with their customers.

Our brain does not simply decode information, it always interprets its context and attributes meanings and feelings to it. A handwritten note can therefore convey much more than only words to the recipient, namely appreciation and trust. As a result, a handwritten message generates attention and curiosity.

Therefore, bespoke direct mail campaigns with a personal handwritten message always stand out.  If you express your appreciation in this way, you will almost always receive an answer or at least be remembered. Of course, nothing beats a self-written letter, but for all other cases, an authentic letter from Pensaki is an excellent alternative. The feeling of appreciation has a noticeable effect on human behavior, e.g. customers who have a good relationship with a brand buy twice as much as compared to customers without any emotional ties. In addition, they remain loyal to the brand longer.

☞ Why digital marketing thought leaders love bespoke offline CRM campaigns

There's no silver bullet.

In order for Pensaki campaigns to make a positive contribution to your lead generation or customer retention goals, it is imperative that the key success factors are taken into account. Even Pensaki is not a silver bullet, but if you consider the key success factors, your Pensaki CRM campaigns will generate important business results.

Rory Sutherland

Ogilvy Vice Chairman

"Small acts of discretionary generosity are regarded by customers as reasurring indicators of trustworthiness; we correspondingly see the absence of such signals as being a cause of concern."

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