Most brands hide behind polished newsletters and generic thank-you emails. But if you want to stand out, especially in those early onboarding moments, break the fourth wall.
A quick, raw, unfiltered voice note or video message from the founder can feel like a warm hug. It shows there’s a real human behind the brand. And that human noticed them.
This works especially well if your customer is:
- A first-time buyer
- A high-value shopper
- An influencer you want to build a relationship with
- Someone who left a glowing review or tagged you on socials
Why it works:
- Audio is unexpectedly personal in a digital world of text
- It creates intimacy and loyalty without needing a huge marketing budget
- You’ll instantly stand out from 99% of brands
Real Example: Trinny London
Founder Trinny Woodall of Trinny London is known for her hands-on, personal approach to customer connection. She regularly sends personal video messages via Instagram DMs to customers, especially when they tag the brand, post about their makeover, or share excitement about their first order.
In one example, a customer posted their first order experience on Instagram Stories. Hours later, they received a short video from Trinny herself, saying:
“Darling, I just saw your story, your energy is everything! I hope you love the BFF Cream. Thank you for being part of the Trinny Tribe!”
That’s not just good customer service.
That’s relationship building at scale.
You Can Steal This Copy:
If you want to go casual:
“Hey [Name]! I just wanted to drop in and say thank you personally. Seeing your order made my whole day. If you ever need anything, you can message me here.”
If you want to go elevated:
“Hi [Name], this is [Founder’s Name]. I noticed your order and genuinely wanted to say thank you. We don’t take your support for granted.. ever. If there’s anything I can do, feel free to reach out.”
Bonus idea for influencers or VIPs:
“Hey [Name], this is a little surreal. I’ve been a fan of your work, and seeing your name pop up as a customer? Wild. Thank you from the bottom of my heart.”
Steal our Onboarding hacks
https://stan.store/nasima_crmdigital/p/100-ecommerce-onboarding-hacks–get-yours-now
