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News Release

February 2015

ROYAL MAIL QUALITY OF SERVICE

  • Royal Mail’s latest Quality of Service report reveals that the company beat its Second Class target for the first three quarters, delivering 98.9 per cent within three working days against a target of 98.5 per cent.
  • For the same period, Royal Mail delivered 92.9 per cent of First Class mail the next working day. Adjusted for exceptional events outside Royal Mail’s control, the company achieved the 93.0 per cent First Class mail target.
  • Royal Mail has the highest universal service specification of any major European country.

Royal Mail’s latest Quality of Service report reveals that for the first three quarters, Second Class mail beat its quality target with 98.9 per cent of mail delivered within three working days, against a target of 98.5 per cent.

Over the same period, Royal Mail delivered 92.9 per cent of First Class mail the next working day against a target of 93.0 per cent. Adjusted for exceptional events outside Royal Mail’s control, the company achieved the 93.0 per cent target. The company may ask Ofcom to take this into consideration when it reviews Royal Mail’s year-end report.

The latest quarterly report for 2014-15 covers the period from 29 September 2014 to 30 November 2014. For that period, Second Class mail beat its target with 98.7 per cent. First Class mail was behind target at 91.8 per cent.

Royal Mail is the only UK mail delivery company required to publish Quality of Service performance against delivery targets every quarter and has the highest universal service specification of any major European country.

Royal Mail’s Quality of Service is measured by TNS Global, an independent research company.

 

107 of 118 individual postcode areas met or exceeded their Quality of Service targets over the eight months up to 30 November 2014.

 

The latest independent report on performance was published today on Royal Mail’s website at

http://www.royalmailgroup.com/customers/quality-service/quality-service-reports

Sue Whalley, Chief Operations Officer, Royal Mail said: “Our postmen and women work exceptionally hard to deliver to these demanding targets, which are some of the highest in Europe. We are more focused than ever on continuously improving and maintaining high standards of service.”

Notes The latest quarterly report for 2014-15 covers the period from 29 September 2014 to 30 November 2014 inclusive for all services.

  • Royal Mail’s Quality of Service is measured independently by TNS, a company with a long track record in this field.  The methodology used and the results obtained are verified independently of Royal Mail and TNS.  Royal Mail knows of no other measurement of its quality of service that gives results with the geographical coverage and degree of reliability and accuracy in the figures obtained by TNS.  In the third quarter of 2014-2015, TNS measured quality of service by sending more than 128,000 sample letters and parcels to more than 7,300 addresses.
  • Three of the UK’s 121 postcode areas are exempt from the Ofcom targets due to their remoteness – HS (Hebrides), KW (Kirkwall) and ZE (Lerwick).

Royal Mail has the highest universal service specification of any major European country, compared to Germany, France, Spain and Italy.

 

 

 

Top 10 reasons to use mail

Do you need a powerful and emotive medium which touches people’s lives? Read on…

For the last 300 years Royal Mail has provided the best and most trusted business delivering mail to every corner of the UK. Over that time many mass and direct communications media have developed.

However, mail still has a special place in people’s hearts and lives as well as an important role in the media communications mix for these reasons:

The inherent strengths of mail

  1. Personal
    Addressed mail is literally designed to reach an individual (unlike a mass market message via TV, the press or radio). Mailings can have a unique design to suit each particular recipient and mail comes straight into people’s homes into their hands and gets their full and focused attention.
  2. Universal
    Everyone consumes mail and Royal Mail provides access to virtually everyone in the UK. The Royal Mail network covers 99.9% of the UK population at 27million addresses.
  3. Tailored
    Mail can be personalised to individuals or groups. That unique flexibility enables greater relevance, delivering greater impact, often applying data already provided by the customer.
  4. Targeted
    Mail can focus on the relevant audience (e.g. by interest, demographics, purchase or behaviour). This reduces wastage – your message only goes to those you select.
  5. Direct Mail doesn’t compete with and is not dependant on other content like in a magazine, newspaper or online site. It is actively consumed so it delivers much greater engagement and understanding.
  6. Flexible & Creative
    Mail has few restrictions compared to other media (size, weight, shape, colour) leading to limitless creative possibilities. It lets you have a one to one communication which delivers more emotional intensity than any other medium. The creativity cuts through and gets people talking.
  7. Measurable
    Mail is one of the easiest media to measure, responses can be attributed directly to a specific activity.
  8. Portable
    A letter, leaflet, brochure or mail pack can be taken anywhere. You can take the mail with you to read on the train, in the garden, in any room of the house. Consumers love the fact that they are in control and can read the information when it’s convenient to them.
  9. Physical
    Affects all five senses: sight, sound, smell, touch and taste. Mail is the only medium to provide the creative possibilities to engage the customers on all levels.
  10. Complementary
    As part of an integrated campaign, mail has a strong role in providing the personal, compelling message delivered directly to the recipients own hands and household. Case studies show how it not only builds short and long term effects but is often kept by the household for reference, prolonging the brand presence and deepening the communication effect.

 

NEW RESEARCH REVEALS JOURNEY OF MAIL IN THE HOME

  • Advertising mail presents multiple opportunities for people to engage with brands and remains in the home for an average of 17 days, a study into the role of mail in the home has revealed
  • Royal Mail MarketReach’s investigation into how mail is interacted with after it lands on the doormat, revealed how mail is filtered, handled, shared, discussed, kept and filed away for longer than previously thought
  • The study, which involved observing more than 800 hours of video footage, also revealed that four in ten people (39 per cent) have a dedicated display area for mail in the home
  • The findings which are part of Royal Mail MarketReach’s 18-month research programme brings together unprecedented insight into the role of mail in people’s homes, hearts and heads, plus the impact this has on advertisers’ ROI
  • The research shows that mail helps keep brands top of mind. Multi-media campaigns including mail were 27 per cent more likely to deliver top-ranking sales performance and 40 per cent more likely to deliver top-ranking acquisition levels than campaigns that didn’t include mail
  • Marketing industry leaders recently joined forces with Royal Mail MarketReach for the ‘MAILMEN’ campaign to demonstrate that mail has a vital role to play in the today’s digital world and continues to be a powerful weapon in the marketer’s armoury.

Advertising mail presents multiple opportunities for people to engage with brands and can remain in the home for an average of 17 days, a study into the role of mail in the home has revealed.

Royal Mail MarketReach’s investigation into how mail is interacted with after it lands on the doormat found that mail is filtered, handled, shared, discussed, kept and filed away for longer than previously thought. In addition, the study, which involved observing more than 800 hours of video footage, found that door drops remain in the home for an average of 38 days.

 

Displaying and sharing in the home

The study also revealed that four in ten people (39 per cent) have a dedicated display area for mail in the home. Of those who have a dedicated display area for mail, 51 per cent said this could be found in their kitchen. 31 per cent displayed their mail in the living room and 18 per cent displayed it in the hallway.

In shared households, the research found that 35 per cent of promotional mail is passed on to others. Since people living in shared households tend to be younger, this has particular implications for mail. The IPA Touchpoints research (2014) found that 15-34 year olds are:

  • 42 per cent more likely to find mail memorable
  • 27 per cent more likely to welcome it
  • 71 per cent more likely to trust advertising mail they receive
  • 21 per cent more likely to have switched a supplier as a result of mail than the UK population as a whole.

Unprecedented insight

The findings which are part of Royal Mail MarketReach’s 18-month research programme, The Private Life of Mail, which brings together unprecedented insight into the role of mail in people’s homes, hearts and heads, plus the impact this has on advertisers’ ROI.

The research shows that mail helps keep brands top of mind. Multi-media campaigns including mail were 27 per cent more likely to deliver top-ranking sales performance and 40 per cent more likely to deliver top-ranking acquisition levels than campaigns that didn’t include mail.

Marketing industry leaders recently joined forces with Royal Mail MarketReach for the ‘MAILMEN’ campaign to promote The Private Life of Mail and demonstrate that mail has a vital role to play in the today’s digital world and continues to be a powerful weapon in the marketer’s armoury. The campaign contains an advert featuring Robert Senior, Worldwide CEO, Saatchi & Saatchi Group with the following line: “Charming. Persuasive. Motivating.  And for once I’m not talking about myself.”

Jonathan Harman, Managing Director Royal Mail MarketReach said: “As it flows through the household, a single piece of mail represent multiple opportunities for people to engage with a brand, reminding them of it and reinforcing its values, and ultimately becoming part of everyday life.

“Observing over 800 hours of video from our ethnographic study, we noticed that in some cases mail occupied an amount of overall daily time comparable to that of other media. In fact, the latest IPA Touchpoints survey shows that adults read their mail on average for 22 minutes a day- more than magazines at 14 minutes per day.”

A dedicated direct mail campaign, devised by Publicis Chemistry, has been created to promote the findings of the ethnographic study looking at mail in the home. The campaign targets over 9,000 marketers and agencies and the first DM uses a blueprint to demonstrate how mail can get your brand noticed in the home. The full research report can be downloaded from www.mailmen.co.uk.

 

News Release from Royal Mail

28 January 2015

MAILMEN: MARKETING LEADERS JOIN ROYAL MAIL MARKETREACH CAMPAIGN

  • Marketing industry leaders have joined forces with Royal Mail MarketReach for a campaign to demonstrate that mail has a vital role to play in the today’s digital world and continues to be a powerful weapon in the marketer’s armoury.
  • Royal Mail MarketReach, the third largest media owner in the UK, is today (28 January) launching the “MAILMEN” campaign, combining digital, press, OOH and direct mail
  • The campaign is endorsed by five influential industry leaders: Robert Senior, Worldwide CEO, Saatchi & Saatchi Fallon Group; Karen Blackett OBE, CEO MediaCom; Nik Roope, Founder, Poke; Elspeth Lynn, Executive Creative Director, M&C Saatchi and David Robinson, Sales and Marketing Director, The Sun
  • The campaign, targeting clients, media planning and buying agencies combines digital, print and direct mail, and promotes Royal Mail MarketReach’s in-depth research programme, The Private Life of Mail
  • The 18-month research programme brings together unprecedented insight into the role of mail in people’s homes, hearts and heads, plus the impact this has on advertisers’ ROI

Marketing industry leaders have joined forces with Royal Mail MarketReach for a campaign to demonstrate the vital contribution mail makes to advertising success.

Royal Mail MarketReach, the third largest media owner in the UK, is today (27 January) launching the “MAILMEN” campaign.

The campaign, by Publicis Chemistry, is endorsed by five influential industry leaders: Robert Senior, Worldwide CEO, Saatchi & Saatchi Fallon Group; Karen Blackett OBE, CEO MediaCom; Nik Roope, Founder, Poke; Elspeth Lynn, Executive Creative Director, M&C Saatchi, and David Robinson, Sales and Marketing Director, The Sun. The campaign includes the following ad lines:

“Charming. Persuasive. Motivating.  And for once I’m not talking about myself,” Robert Senior, Worldwide CEO, Saatchi & Saatchi Fallon Group.

“After 20 years planning TV I’ve discovered a new channel,” Karen Blackett OBE, CEO, MediaCom.

“On your 100th birthday, you’d be disappointed if the Queen only sent you an email,” Nik Roope, Founder, Poke.

“A great idea can come from anywhere including through the letterbox,” Elspeth Lynn, Executive Creative Director, M&C Saatchi.

“If there’s a better way to talk to people, I’ll eat my hamster,” David Robinson, Sales and Marketing Director, The Sun.

The campaign, targeting clients, media planning and buying agencies, creative agencies and marketing decision-makers at the top 3,000 advertisers, combines digital, press and OOH,  and direct marketing including staged direct mail and emails, and promotes Royal Mail MarketReach’s in-depth research programme, The Private Life of Mail.

The 18-month research programme brings together unprecedented insight into the role of mail in people’s homes, hearts and heads, having looked into:

  • people’s homes to investigate mail’s journey and longevity in the home
  • consumer’s hearts to discover the emotional connections that are triggered by mail’s tactility
  • people’s heads, using the latest neuroscience techniques to discover the impact mail has on the brain

The direct mail being posted to around 14,000 marketers and agencies contains key findings from the research that make the case for mail as an essential part of any campaign. The full research report can be downloaded from www.mailmen.co.uk.

The campaign creative and strategy was developed by Publicis Chemistry. The Executive Creative Director was David Prideaux.

A range of leading research partners were involved in the creation of The Private Life of Mail, including: BrandScience; David Brennan (Media Native); Decode Marketing; Neuro-Insight; Peter Field; Quadrangle and Trinity McQueen.

Jonathan Harman, Managing Director, Royal Mail MarketReach, said: “We are pleased to have marketing industry leaders join forces with us to demonstrate the vital role mail plays in the today’s digital world

“In today’s rapidly transforming media landscape, brands and consumers are communicating in more diverse ways than ever. Over the last 18 months, we have conducted a series of research projects to understand exactly what that means for consumers and what it means for advertisers. It is an unprecedented look at what happens to mail when it enters the home which is why we have called it, The Private Life of Mail.”

Publicis Chemistry’s CEO, Mike Welsh, said:  “Mail has fallen out of fashion but the digital revolution has created a new and vital role for the medium. 18 months of research have proved that consumers engage and value mail more than ever – and this has given us a fantastic story to provoke a re-appraisal.”

 

 

Marketing Strategy for B2B and B2C – how they differ

 

With a constant plethora of content advice aimed at marketers, banging on about how to improve your web traffic, how to improve your sales etc. Quite often it will targeted to either B2B or B2C Campaigns. What’s the difference?  Well, you are probably aware of the difference between B2B (Business to Business) companies that sell products and services to other businesses and B2C ( Business to Consumer) companies that sell  to individuals.

 

So, how do the marketing strategies differ between the two ?

 

When we look a little deeper, B2B marketing is more about creating and nurturing relationships, where as B2C is more product driven. With a B2C business the objective is to sell a product  or serviceto a customer but with B2B your objective is to sell a number of products or services over time.

 

All businesses have suppliers of products and if you can become a supplier you are likely to get repeat business providing you with a steady supply of business.

It’s important to emphasis that maintaining relationships is crucial so that they don’t forget you between purchases.

 

The buying cycle of B2C companies tend to be shorter than B2B. The objective is

To get the customer to your product page so that they can make a purchase. A B2B

Marketing campaign has a number of different steps and stages and often requires more direct communication via supporting i.e emails and telephone calls.

 

It is the B2B company’s job to address the customers questions and concerns in an attempt to convince them that their product or service is the best choice for their needs

If the contact has to convince a boss to sign off the order, the whole process can take weeks.

 

A B2C company will focus mainly on blogs , video and other short term content to

Appeal to their potential customers, along with a few white papers and e-books and other forms of long –form content, for those who are ready to move forward to purchase.

 

B2B companies will focus more on the long-form content, employing many more white papers, emails and e-books which can be sent directly to customers periodically over the buying process in an attempt to show what your company can do for them.

 

Once a B2C sale is made, a customer may be put on an email newsletter list and over time send online updates and product suggestions. A B2B company will actively keep in touch with the customer after the sale and maintain a record of their previously order, sending out emails and reminders and keeping a rough note of when a next purchase is due.

 

It is crucial to understand your target customer and learn how to market to the successfully.

 

 

 

 

RM February News (February 26, 2015)
Charity Mailing – Case Study ROI (September 15, 2014)
Royal Mail – Beats 1st & 2nd Class Servce Targets (September 1, 2014)
Mailing Services & Social Media – Get The Most From Your Marketing Budget… (April 16, 2014)
Direct Mail’s Winning Advantages in Marketing Today (April 7, 2014)
Case Studies (March 31, 2014)
integrating direct mail with online marketing (March 21, 2014)
6 Tips to Get Your Direct Mail Opened (March 14, 2014)
6 Ideas to breath life into your marketing campaign (February 28, 2014)
(February 28, 2014)
Has Your Direct Mail Content Passed the 4 Second Test … (February 21, 2014)
5 Amazing Statistics about Direct Mail (February 14, 2014)
Case Studies – Fulfilment (February 7, 2014)
Testimonials (November 4, 2013)