Reaching customers through multiple touch points has long been a must. But what happens when those touch points start working against each other instead of in harmony? For many retailers, the answer is budget waste, skewed direct mail attribution strategy and missed opportunities for true growth.
Holly Klingel, Director of CRM & Loyalty at Balsam Hill, faced this attribution challenge during her first holiday season with the leading artificial Christmas tree retailer. What she discovered was a cautionary tale: “Our program had many customers receiving direct mailers and our catalog at the same time, which led to double counting of revenue and inefficient spend.”
The direct marketing attribution trap
Channel conflict often goes unnoticed because it’s misinterpreted as success. When a customer receives both a catalog and a direct mail piece and makes a purchase, it’s easy to attribute that sale to both channels. The result is inflated ROI calculations that skew the true efficiency of your marketing spend.
>>Related: How ME+EM Boosted ROAS with Targeted Direct Mail<<
When it came to direct mail attribution strategy for Balsam Hill, this mailing overlap was significant. Before optimization, 63% of catalog orders were also receiving direct mail — a clear sign that the two channels were competing for the same conversions rather than expanding the company’s reach or driving incremental growth.
The cost of overlap is more than wasted budget dollars. It also undermines the accuracy of channel performance data, while potentially over saturating your best customers and missing opportunities to reach new prospects.
The path to incremental revenue
Klingel’s solution required an experienced partner that could bring both strategic thinking and analytics to optimize the retailer’s direct mail efforts.
Rather than maximizing touch points, her goal became clear: to drive incremental revenue and find pockets of opportunity for direct mail attribution strategy, as well as to identify customers that Balsam Hill’s catalog and other channels were missing.
Balsam Hill chose LS Direct for its advanced data analysis and modeling capabilities, because it’s not enough to simply track which channels customers interact with. You also need testing methodologies that can isolate the true impact of each channel and identify where genuine incrementality exists.
The transformation at Balsam Hill demonstrates what’s possible with this approach. Through LS Direct’s strategic testing and data-driven optimization, the company reduced catalog orders touched by direct mail from 63% to 32% year-over-year while simultaneously improving overall program performance.
Building unified attribution that works
Creating channel harmony starts with honest measurement. This means moving beyond last-click attribution models toward approaches that can accurately assess incremental impact across touch points.
Key LS Direct strategies included implementing control groups to measure true lift, developing customer journey mapping that identify optimal touchpoint sequences and creating attribution models that account for channel interactions rather than treating them as independent.
The investment in proper measurement infrastructure pays dividends beyond just avoiding channel conflict. As Klingel notes, having clear reporting makes it easier for her to share results and demonstrate additional marketing opportunities to her internal stakeholders.
>>Related: Unlocking Direct Mail Attribution: Maximizing ROI & Campaign Impact<<
The bottom line impact of accurate direct mail attribution
When channels work in harmony rather than conflict, the results speak for themselves. Balsam Hill’s direct mail attribution approach delivered impressive outcomes: a 25% reduction in spend paired with a 14% increase in profit, plus $27 ROI and $9 incremental ROI for its revamped direct mail program.
More importantly, the strategic approach helped drive new customer acquisition — critical for a business where quality products last for a decade and customer lifetime value depends on continuous prospect development.
For retailers struggling with similar challenges, the lesson is clear: more touch points don’t automatically equal more growth. Success happens when every marketing dollar works toward genuine growth rather than simply competing for the same customer’s attention.
