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 nadinenetheryWhether 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 seenWhat makes handwritten notes so emotionally powerfulSurprising findings from Handwrytten’s 2022 and 2025 consumer outreach surveysReal examples of how brands increased revenue, loyalty, and LTV through handwritten outreachHow to balance automation and authenticity when scaling personal touchesWhere AI belongs in the personalization journey, and where it doesn’tWhy intention is more important than handwriting, and how to keep it personal at scaleConnect with David Wachs:David's Instragram: https://www.instagram.com/dbwachsHandwrytten's Instagram: https://www.instagram.com/handwryttenView the episode transcript here.Where to from here?Grab the 2026 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 build 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.😍 Love the show?Hit subscribe or follow so you never miss a new episode.Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!).Leave a positive review to help the show get found by more small business owners just like you. To leave a review:👉 Find What Would They Do? on Apple Podcasts👉 Scroll to ‘Ratings & Reviews’👉 Tap on the stars to rate the show before writing a reviewPost a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.