James Schutrop: Creating a WOW Customer Experience: Simple Touches That Build Lasting Loyalty

Most businesses spend 80% of their energy acquiring customers and very little keeping them. James Schutrop thinks that's backwards — and he has the numbers to back it up.

James Schutrop is the Founder & CEO of Scribe Handwritten, a Minneapolis-based company using AI-powered robots with real pens to send authentic handwritten direct mail at scale. Since launching, he has raised $2M in capital, served over 2,000 clients and built a GoHighLevel-native app that lets agencies and SMBs trigger personalized handwritten letters directly from the HL workflow builder. His results include:

• LTV increases of 11–27% through simple post-sale thank-you touches

• Higher retention and referral rates for clients who lead with service-first communication

• A hands-off delivery system that runs automatically inside HighLevel

In this Spotlight Session, James breaks down:

• Where brands go wrong when trying to build loyalty (and what to do instead)

• How to create a WOW customer experience in the first 7 days of a new relationship

• Why handwritten communication works in an era of digital saturation — and the specific moments to use it at both the top and bottom of the funnel

His story reinforces one thing: revenue is downstream from relationship. When you lead with making customers feel valued, retention, referrals and loyalty follow.

Watch the full Spotlight Session and explore how HighLevel can help your business scale.
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