Most people you’re reaching out to are dying to be delighted and entertained.

They’re also real people, just like you and me.

This is why we've advocated for things like avoiding calling someone by their roll call name and sprinkling in interactions on more intimate mediums like text messages or social media...

Personalize Emails

The thirst for amusement represents an opportunity to inject delight into your interactions with current and prospective customers. If you can be the person whose communication consistently elicits a smile or breath of fresh air, you’ll be poised to succeed.

In this post, we wanted to highlight some tools and practices we use internally at Troops to make it as easy as possible to inject delight into every interaction.

The Gif Bank

I’m not sure if it’s because I’m a visual person, but I have a hard time buying that a 5 letter word will ever be able to induce the same emotions that dynamic imagery will.

Compare these two ways to acknowledge and thank someone:



Personalize Emails

a Statham hat tip...are you kidding me?!?!

There are countless instances where you can personalize emails and communicate the exact same message to someone in a more refreshing way using imagery like gifs.

I have an entire folder on my computer just for gifs where I’ve named each one in a way that makes it easy to identify the context I can use them in.  

I call it my Gif Bank

Personalize Emails

People love when they receive these over your standard static responses...and selfishly, I love sending them!

Having my Gif Bank handy reduces friction to using them which means I end up sending them more often. If you’re not already doing this, I  recommend starting your own and building a repository of your favorite ones you'd like to use over and over.

Want my favorite Gifs to send to customers?

Click Here To Get The GIF Bank's Top 10 Images

Emojis Personalize Emails

If Gifs had a best friend in the 7 kingdoms of email personality realm, they’d be emojis...and yes, that is a John Snow emoji.

Unlike our phones, it's not as easy to insert emojis seamlessly into conversation from your desktop.

That is until this great Chrome widget Command came along. Similar to how you can bring Salesforce into Slack (using Troops) with a simple / key, the command plugin brings emojis to many places in your browser including gmail.

Personalize Emails

I really like using emojis in:

  • Email subject lines
  • Calibrated email dialogues
  • Tweets

Similar to the Gif Bank, Command makes it so easy to add emojis that I use to personalize emails that I otherwise wouldn’t have.

Personalize Emails

Custom, Hilarious Content

This is more of a product marketing thing, but I’m so fired up about it I’m sharing it in this post.

Custom Emojis

You can get just about anything done on Fiverr.

One thing we’ve done is have someone create custom emojis for our company that we’re starting to incorporate into marketing materials as well as within personalized emails here and there.

Thumbs up response:

Personalize Emails

That was hilarious response:

Personalize Emails

Let’s party like it’s 1999 or something...response:

Personalize Emails

People go bananas when I personalize emails with Troops’ emojis and I believe small touches like these can create an emotional connection to your brand.

Product should not be the only way your company is creating an emotional connection with your customers. People distributing the product should be as well! [Click to tweet!]

Being able to engender an emotional connection can be a huge advantage for an early stage company because you’re often reliant upon early champions and evangelists to drive product and distribution.

Photoshopped Images

Personalize Emails

I got this call/demo request from Ed at JournoRequests themed after the zombie movie 28 Days Later that made me laugh so hard I almost sprayed Kombucha all over my monitor.

I almost got on the phone with Ed just because of the effort.

Inserting yourself into a Gif

My friend Mark has an app he created called GifJif where you can insert your head into a gif.

Personalize Emails

It’s hilarious.

He sends a great email newsletter out every week with new music which always features a new GifJif which I look forward to seeing each week.

Personalize Emails

I find the GifJifs pretty funny and end up opening these emails to see them even when I’m not ready to listen to the tracks.

In many ways, he’s used this piece of email personality to train me to open the email.

Another example of this you can experiment and have some fun with is the live filtering application MSQRD. You can create hilarious photos and videos using many of their pre-built themes.

Again, most people are dying to be delighted and entertained. Tapping into this can accelerate rapport building, develop brand loyalty, and even coax desired behavior as demonstrated in the GifJif example immediately above. Along with adding entertaining content to your emails, there are many other strategies you can use to increase open rates and increase customer retention.

Recommended Reading: 5 Email Marketing Data Point Everyone Should Know


The small practices and applications above are a few things we do at Troops to personalize emails, but we’re constantly  looking for new ideas and ways to improve. What are some clever ways you insert personality into your outward communication?

Whoever has the best comment, Troops will hook up with a shirt, access to our Fiverr designer, and entire Gif library...


Scott Britton

Written by Scott Britton

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