Counterintuitively, highly formatted and image-heavy emails can feel corporate and impersonal, decreasing engagement. Shifting to a simpler, plain-text style mimics a personal message from a friend, which increases perceived authenticity and encourages more replies and genuine connection.

Instead of polished ad creative, have the founder record a simple, direct-to-camera video on their iPhone announcing the sale. This authentic, personal approach often generates higher click-through and conversion rates by creating a friend-to-friend connection with the audience.

The most powerful customer experiences blend technology (e.g., timely, automated emails based on shipping data) with personal touches (e.g., a thoughtful, unexpected gift). This integrated approach creates an impact where the whole is far greater than the sum of its parts.

In an era of mass automation, customers notice and value actions they know can't be easily scaled. Instead of another automated email, send a personal video via text, a handwritten note, or "lumpy mail." These high-effort signals cut through the noise and show genuine appreciation.

To maintain a personal voice at scale, have your team or VAs draft the bulk of your marketing emails. However, always reserve the top paragraph for yourself to write a brief, personal story or update. This maintains a relatable, human connection with your audience while scaling content production.

At the end of each newsletter, creator Kieran Drew includes a photo of himself holding a handwritten note that reinforces the email's key message. This simple, low-effort tactic adds a human touch, builds a personal connection, and may make readers hesitate before unsubscribing.

Users instinctively look for familiar names in their inbox, not company logos. Sending emails from team members, even if automated, creates a personal connection and improves open rates because it mimics a social feed experience where personal identity is paramount.

Differentiate communication needs. Use automation for low-stakes messages like appointment reminders. Reserve authentic, human video for high-stakes moments where emotional connection and trust are critical, such as discussing a major purchase or sensitive personal matters.

To prevent automations from feeling robotic, inject your brand's personality. Use conversational language, like saying "I saw you scrolling," and incorporate fun media like GIFs or memes. This approach makes automated messages feel more like a personal interaction, leading to higher engagement and positive brand perception.