In considering the customer touchpoints, one of the first things to consider is how the swatches are received. This is key to procuring an order, as upping the conversion rate from swatch to order is a key KPI. We created new swatch packs consisting of a full-colour custom envelope. It’s gusseted to allow additional capacity to allow up to four carpet samples to be mailed out to the customer. A call-to-action postcard details how the client can find their nearest Kingsmead Carpets retailer and completes the pack.