#38 Personalized Customer Experience: The power of handwritten notes in a digital world

CX Leadership Talks

Welcome to a new episode of CX Leadership Talks! In this episode, host Nienke Bloem is thrilled to welcome David Wachs, the visionary CEO and founder of Handwrytten. David is on a mission to revolutionize personalized communication by blending the timeless art of handwritten notes with the power of cutting-edge technology. Handwrytten's unique approach is making waves in the customer experience space, enabling businesses to send real, heartfelt notes at scale - using an incredible AI-driven process that brings back the charm of personal touch in a digital age.

David's journey as an entrepreneur is inspiring. Before founding Handwrytten, he built and sold Cellit, a leading mobile messaging company. His deep expertise in engineering and his passion for creating meaningful connections have established him as a respected leader in the CX community. In this episode, he'll share invaluable insights on how to elevate customer relationships by merging automation with sincerity.

And there's more! David will reveal an intriguing case study from a snack box company that used Handwrytten's unique service as a win-back strategy, turning customer dissatisfaction into loyalty. This episode is packed with golden nuggets on how to leverage technology for genuine, human connections. So stick around - you won't want to miss this eye-opening conversation on the future of personalized customer experience!

About Davis Wachs (visit his LinkedIn profile here)

David Wachs is a serial entrepreneur and the founder of Handwrytten.

Before Handwrytten, David founded Cellit, a pioneering mobile marketing platform recognized as a top player in mobile CRM. Cellit served high-profile clients like Abercrombie & Fitch and Pizza Hut and was ranked #262 on the Inc. 500 list. It was acquired by HelloWorld in 2012.

David is a frequent speaker on messaging technology and has been featured in outlets like The Wall Street Journal and USA TODAY. He also writes a column for Inc. Magazine titled "Stepping Away from the Day to Day."

Time Stamped Overview:

00:00 Entrepreneur transforming outreach: text messaging to handwritten notes.
04:17 Wanted meaningful connection; wrote authentic handwritten notes.
09:55 Wide application, $50+ client value crucial.
12:07 Handwritten notes boost appreciation and response rates.
14:31 ID helps organize appointments and rescheduling efficiently.
19:45 Strategically use handwritten notes to enhance relationships.
23:37 Automated handwritten notes personalize luxury house purchases.
24:28 Ensuring consistent customer experience using automation.
29:32 Automated note-writing using AI and ChatGPT.
33:06 API warns but doesn't prevent capitalization issues.
36:23 Handwritten notes enhance customer experience, brand connection.
39:52 CX leaders should engage directly with customers.

David’s recommendations:

1. Do you have a grip on your business, or does your business have a grip on you? My book suggestion for you is Traction.
2. Visit the site of Handwrytten

Want to grow as a CX Leader? Contact Nienke Bloem via her website . She is a CX expert, global speaker and educator and can provide you with the guidance and support you need to succeed in CX leadership. More on Nienke’s education portfolio.