Humanise Your Brand

Why does receiving a “humanised” email from a brand feel so refreshing?

It’s probably because: 

  1. Most brands don’t do it.
  2. We’re not evolved to receive messages from a company.

Before sending out an email or social media post, look for opportunities to humanise it.

I recently emailed a bunch of customers who were waiting on their pre ordered products to ship.

The email started out as standard:

Subject: Order update

Preview text: (none)

“Hey there,

A quick update to let you know your order will be on its way within the next 5 days.

If there are any delays, we’ll let you know.

Thanks again for your patience and support.”

Safe and boring. 

Here’s the humanised version.

Subject: Order update 

Preview text: We promise we didn’t run away with your money

“Hey there,

A quick update to let you know your order will be on its way within the next 5 days.

If there are any delays, you’ll be the first to know.

Thanks again for your patience and support.”

The preview text addresses the elephant in the room, in a humorous way. (After two weeks of not hearing back about my pre-order, I’d start to question things, too.)

The line “you’ll be the first to know” adds empathy and care into the email, reminding the customer of their importance.

Each interaction with a customer is an opportunity to increase how much they like you.

Don’t waste it.

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