The Power Of Sending Emails From A Person (Not A Brand)
Posted on June 22, 2023 Leave a Comment
There is a debate in email marketing about which is more important, the Subject Line or the From Line. The truth is, they are both equally important for entirely different reasons. Like with everything else in marketing, successful outcomes depend on your specific goals. Most of the time, email subject lines are responsible for getting a specific email opened and boosting engagement once the person is inside the email. The From Line however, is more about building trust in your brand and reducing unsubscribes. But a strong From Line can also (and much more reliably than a good subject line) boost open rates, engagement rates, click through rates and conversion rates. So that’s why I’m focusing today on From Lines from SaaS and tech companies, because the subject leaves a lot to be desired in the landscape of SaaS marketing.
The SaaS Email Marketing From Line
A quick look at an inbox I keep for analyzing SaaS company’s email marketing shows you a variety of From Lines from companies who are using email marketing regularly

There four basic approaches I see are: Person’s name, Brand name, Person’s name with brand, Brand name with qualifier. Each of these different types of From Lines gives the reader a different feel. Some approaches are more formal, others more familiar. Some lend themselves easily to skimming your inbox, other’s require you to open the email in order to find out what the email is all about.
Before I break down each of these four types of From Lines, I want to point out that SaaS companies who come across as human beings in their marketing are always going to have the advantage over formal, automated, brand first companies. The exception to this rule is only with huge SaaS companies (like Slack, Quickbooks, Adobe, Sales Force, Mail Chimp). Household brand names have almost the same familiarity and trustworthiness as an actual person. Also, these companies have budgets large enough to provide the human touch in their follow-up marketing plans, with a staff of real humans ready to get on a phone call with you the second you show any interest in their brand marketing. But for everybody else, if you want to stand out in the market, and even compete against the big guys, using a human approach to marketing is going to be your secret sauce to success.
From: Brand Name
This approach is by far the most common. It makes sense for a lot of companies because they don’t have one specific person writing their emails. A lot of companies still don’t have a dedicated email marketing person on staff, and the task is left up to various members of the marketing or even sales department. But even when there is one person in charge of a brand’s email marketing, the company may not want to attach their name to the emails if the goal of the email is to move the prospect as quickly as possible into the hands of a member of the sales team.
The problem with using a brand name is that our readers don’t want to hear from a brand. With the exception of onboarding emails, and even this is only partially true, using your brand’s name in the From Line is basically tipping your reader off that this email is an ad of some sort, and they are extremely likely to delete it automatically, or worse, open the email and unsubscribe. Side note: Getting unsubscribes is not always a bad thing. But this is not an effective way to cull your list of dead end prospects (and boost deliverability). When you use just your brand name in the From Line, you are instantly creating distance between you and your prospect, and giving them a good reason to ignore you now, and in the future.
From: Brand Name with Qualifier
In photo above, you’ll see emails from both Klaviyo and Klaviyo Customer Ed. This is an example of a brand name with qualifier. Klaviyo is an email marketing platform. Not surprisingly, they send out a ton of marketing emails. They use the qualifier to help readers understand which type of email they are receiving, either something related to education about the platform, or a general information email… i.e. an ad.
While I think it’s helpful to give the reader some clarity in the From Line about what they are about to read, the approach is extremely formalized and it gives the reader an excuse to “save this for later.” There is no curiosity and it doesn’t build familiarity. This means the reader is much more likely to file this email away, and never get back to it.
Interestingly, Klaviyo also uses the next type of From Line in their targeted emails, which makes me wonder why they don’t just assign a name to the customer education emails and a different name to their general information emails, which would achieve the same separation, but with the advantages of using a known name. So let’s dig into those advantages now.
From: Person’s Name with Brand
These are From Lines that look like “Nicole from Attentive” “Tav from Drift” “Jess with Klaviyo” and so on. The idea here is that the company wants you to feel like you are getting a personal email from a person in their company, but they have different people sending out different types of emails.
What I like about this approach is that the email instantly doesn’t feel like an ad, instead it looks more like a personal email. Even though the “from BRAND” gives away instantly that this is mostly likely NOT a personal email, the first name is still a powerful connector. The old (and very, very true) marketing adage “people buy from people” means that using a first name in your email From Line gets your people (customers) that much closer to buying from your people (employees, brand ambassadors, whatever).
There are two downsides to using this approach. The first is that the brand name in the From Line is still a source of separation for your audience. Once they see that the email is from a brand, their red flags go up, they have that feeling that they are being sold to, and you instantly reduce your chances of getting the email opened. The second issue is that it takes longer for the audience to get familiar with the different names, so this approach can be confusing at first, and lower your relatability and engagement rates.
The reality is, many tech and SaaS brands are going to want their brand’s name in their customer’s inbox, simply because this is how it was always done, and old habits are hard for tech companies to break. If that’s the case, attaching a name, or a series of names to your brand’s name in the From Line is a better choice than not using a person’s name at all.
From: Person’s Name
Finally we’ve arrived at my favorite approach, and the one that gave this article its title. In my opinion, there is no better choice than using a single person’s name for all of the email marketing from your tech or SaaS brand. A name feels instantly personal, it builds curiosity, and it creates a human connection between your brand and your prospect or customer. You are probably already sending emails directly from a name once your customer reaches the sales and customer support teams. So if you use a person’s name in your email marketing, you’re providing a more seamless experience for your customers. I even suggest using a person’s name for onboarding emails, for all the same reasons.
The challenge here is usually, which name do we use? The first choice I suggest is your company founder or CEO. If this is a personality with a presence in the company’s marketing already, then this is an obvious choice. Other choices can be the head of marketing, the head of sales, or a completely made up name (or human sounding mascot) that anyone can “ghost write” for. When it comes to your reader, they actually don’t care WHO this person is in your company, because they already know that this is the person who is sending them emails. Email was invented for people to write to their friends, and that’s still how your audience engages with emails. So get with the program!
Conclusion
If SaaS and tech brands want their emails to first get noticed and stand out from their competition, but more importantly increase open rates, engagement and conversion rates, most brands will benefit from sending their marketing emails from a person rather than from the brand. Even though I’ve focused on tech and SaaS in this article, the same principles apply for e-com companies and beyond. When you send an email with your brand in the From Line, you are subtly telling your audience that the email content has an agenda to sell. Folks are hard wired to reject being sold to, so you want to do as much as you can to avoid setting off warning bells in your prospect’s mind.
Using a person’s name in your email From Line creates an instant, human to human, bond with your audience, and sets your emails in the category of “email from a friend.” As long as you follow that thread and use interesting, engaging copy in the subject and body of your email, continuing to talk as a person (not a brand) to a person, you are well on your way to building trust and loyalty in your email audience.
Now go on out there and experiment with the power of using a person’s name in the From Line of your emails. Let me know in the comments what you think!
Hi! I’m Annie Aaroe, a b2b marketing strategist. To find out more about story-driven, conversion copy and strategy that’s tailored for tech and SaaS brands, visit my website, aaroewriting.com, or shoot me an email at annie@aaroewriting.com.
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Marketing Lessons From My Visit To Japan: Part 6
Posted on June 9, 2023 Leave a Comment
What Japanese Ritual and Culture Teaches Us About UX Design
Your Customer Judges A Book By Its Cover
Making our way through various cities in Japan brought many delights. But one I have yet to cover in my ongoing series about our trip, and the marketing lessons I gleaned from this amazing country, is how everything we bought was presented. If you know anything about Japanese culture at all, then you know it is a society governed by ritual, and that ritual is not confined to temples or shrines as we are used to in the West. Actually there are ritualized behaviors and patterns in almost every single aspect of Japanese life.
As tourists in the country we were not privy to the more private, homebound rituals of daily life. But we had many interactions with how ritual governed commercial life, both in the human interactions with sales people, and in the physical presentation of virtually everything involved in the world of commerce.
Bento Boxes
If you’ve never ordered a bento box in Japan, chances are you don’t have an accurate picture in your mind. Even the bento boxes sold at the corner 7-11 were intricately packed with tiny sides and perfectly arrayed fish, rice and vegetables. But we found the most amazing display of detail in the $10-$20 Ekiben. These are bento boxes sold at every major train station featuring inspiring delicacies and regional favorites. Every part of these boxes were presented with the utmost care. Tiny seaweed bows tied around the raw fish, radish flowers, fruits displaying their natural geometry laid out with another tiny food for accent color. Foods packed together carefully so that each item shone individually, but together could almost tell a story in their thoughtful presentation.

And did you catch… we bought these at the train stations?! Even the containers were attractive, each one different from the next depending on what was contained inside. Everything folded up with precision and care. Unwrapping one of these boxes almost required us Americans to develop our own rituals, characterized by carefulness and awe.
Souvenirs
This precision and beauty translated into every item we purchased while in Japan. Many items came gift wrapped without us even asking. But short of complete gift wrapping, many of our souvenirs were wrapped with a tiny band of beautiful paper around each item. Most stores used decorated paper bags to hold our items, often closed with a tiny sticker. Even the receipts in Japan are attractive with full saturation ink and thick glossy paper. Again, a simple transaction at the corner store was not exempt from the ritual of the two handed presentation of the receipt and a very small bow from the cashier. For expensive purchases, like when my son bought a nice watch or my daughter and I bought perfume at the Gucci store in the Kyoto train station, the clerk came out from behind the counter to present the item after everything had been completed, accompanied by a slightly deeper bow.
The Lesson Of Japanese Presentation
American companies, led by Apple and followed largely by the entire DTC industry, have caught on to the importance of presentation. Some items are so carefully packaged as to inspire an entire genre of unboxing videos on YouTube. Receiving and unboxing a product from Apple is a type of ritual that can’t be rushed and you can help but enjoy. Another industry that has always understood the power of presentation is fine dining. Certain food presentations are almost synonymous with ideas of luxury and high-end experience.
What Japanese food and gift presentation does even better though, is that every aspect of commercial life is given this same care and attention, so that even everyday experiences feel elevated. The materials used in Japan are not simply the cheapest option available, but rather the best available material for their purpose. If something is disposable, it will still be sure to last at least as long as it is in use. Take out containers didn’t crack as easily, and paper bags do a better job of projecting the delicate goods we bought to take home with us. Since each element was given attention to the presentation, we ended up feeling that the contents must be somehow more valuable and special.
If marketers give this same attention, and not necessarily added expense, but rather sincere attention to the presentation of our products or services, we can offer our customers this same sense of luxury, even if the item is simple and meant for everyday use. The fact is, people do judge a book by its cover. In fact everything we encounter is judged first by its appearance. That’s why it’s helpful to give special attention to the presentation and include small, but noticeable little steps to the process of presentation, in order to entice the buyer to better trust and more fully enjoy what we are offering to them.
Why Your Packaging Must Match The Content
I began this series on marketing lessons I learned from my visit to Japan, with an entire post focused on the importance of quality. And I circle back to that same idea here, because the two ideas, presentation and quality, certainly go hand in hand.
As marketers we understand that no amount of savvy marketing can rescue the ills of a bad offer. What this really means is that if you dress up your packaging, create a super catchy ad campaign, and overspend your competitors on advertising, you will most certainly make sales. But there is no way to build a lasting successful brand or customer base for a sub-par product that doesn’t deliver on the promise of its marketing.
Even though I think presentation is incredibly important, and my visit to Japan taught me just how simple it can be to elevate the experience of presentation with small, thoughtful additions to the packaging and the process, I still know that at the core of good marketing, there must be a solid, quality product.
Conclusion
For ideas of how to simply, yet powerfully, elevate the presentation of your product (even if it’s a digital product) I suggest you do a google image search on Japanese food, or Japanese gift wrapping, or Japanese packaging for ideas of how to create a harmonious, aesthetically pleasing visual experience in your presentation. I would not look at Japanese websites however for inspiration, because for a variety of reasons they do not follow this same approach as the physical presentation of things in Japanese culture. But you can incorporate the design elements of simplicity, careful attention to detail, and offering special little surprises, into the flow and feel of your online experience. The other part of presentation is how the humans act around the delivery experience and this can also be elevated with extra care and attention to detail. You can also incorporate ritual so that you the provider (or marketing consultant to the sales team) develops a sense of awe and sacredness for the act of giving away your product to the new owner or user.
While I can’t hope to cover all the ways you might interpret this advice in your own marketing, what I do know is that even giving attention to your presentation will serve to elevate the experience and help your marketing efforts overall. Our customers like to be treated as if they are special, and data based, individualized marketing is designed to deliver a customized or “special” experience. But we can also make our customers feel special by making the experience of buying from us special and that’s something that will set you apart from the mundane normalcy of your competitors.
Hi! I’m Annie Aaroe, a b2b marketing strategist. To find out more about story-driven, conversion copy and strategy that’s tailored for tech and SaaS brands, visit my website, aaroewriting.com, or shoot me an email at annie@aaroewriting.com.
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How To Grow An Online Career When You Already Have A Full Time Job
Posted on May 11, 2023 Leave a Comment
Meet the Bae-Gal
I’m a B2B copywriter and marketing consultant working mostly with SaaS companies, startups and sometimes agencies. I spend my days emailing my clients, writing copy, writing briefs, writing proposals, scheduling zoom calls… Basically I spend hours upon hours at my computer.
But here’s the thing… I have an entirely other career as well.
All of that stuff is done on top of my full time job… I own and operate my family’s bagel shop, which means I take care of 10 employees, hundreds of customers and get my name called whenever there is an issue, which happens almost daily. I also take care of most of the marketing for the business, where I refer to myself in videos and marketing emails as “The Bae-Gal.”
Over the years, as my client load has grown in my online business, I’ve had to figure out strategies to juggle a demanding full time job, and a blooming career that I hope to grow large enough to carry me into the next phase of life. What works for folks doing client work full-time, just doesn’t work the same when you already have a schedule that’s imposed by your primary gig.
I’ve made myself a number of gorgeous, color coded schedules with a block for writing, a block for calls, a block for working on my various businesses, a block for “self care time.” But no matter how I arrange these blocks of time according to what feels like a natural flow, they never work. I follow a schedule for about a week, and then the next week comes and throws the entire plan into chaos because something new comes up that I hadn’t planned for.
Oh… and I also have teenagers. Their schedules tend to dominate my mornings, afternoons and sometimes weekends, keeping me always in need of flexibility. But somehow, in the past 4 years, I’ve managed to do it all, and slowly grow my online business into something I’m proud of, and is on track to replace my full time job by the time my kids are grown.
So I thought I’d share my take on working full time and… working full time on top of that. How I did it, mistakes I made along the way, and how I manage things now and still keep my sanity.
Strategy #1: Go Ahead and Take That Call
My first strategy is counterintuitive. Most time management advice suggests you limit distractions and create space to focus on your work for a predetermined period of time. That’s where these lovely color blocked schedules I used to make for myself came in. I was trying to create a mold to fit this dream of uninterrupted time when I could work on my list of priorities and projects and get through everything I’d planned at the end of each week.
But when you have a full time job on someone else’s schedule, the leftover time is minimal, and usually changes daily. Even though I own my own business, it’s the customers, employees and the store hours that determine my schedule, not me. So over time, I’ve adopted a different approach to task management.
I rarely make a list ahead of time. What I focus on each day, or during a certain section of the day, is up in the air until I’m actually sitting down to do the work. That’s when I decide what the priority is for that chunk of time and start working on that priority. But if something new comes up… I take that call, I answer that email, or I respond “Give me 2 minutes,” when one of my kids asks for my time. The key to this approach is knowing your priorities and working on whatever is the top priority at that moment for the amount of time you have. I’m not saying I respond to every email the moment it comes in. But if I thought I was gonna work on my writing and I see an email with a new job opportunity, suddenly my priorities shift, and I get that application or outreach email in as quickly as I can before doing anything else.
I keep this list of priorities in my head, which might sound insane, but the thing to realize here is this “list” of priorities is not a to-do list. There is no pressure associated with this list. Even if you decide you need to keep a running list of priorities in a physical place, on your phone, or a notepad, the point is not about crossing things off. Rather, it’s a general understanding of what are priorities, and working on those in chunks as you have time. Sometimes I work late into the night, sometimes I steal time from one project to work on another. It’s a constantly evolving puzzle of priorities fit into pockets of time. It’s not a straight path, but if you’re prioritizing the right projects, this approach built my online business incrementally.
While my copywriting and consulting business has not grown as quickly as others, I can tell you it has grown steadily. And I’ve rarely lost momentum or failed to meet a deadline.
Strategy #2 Be Honest With Yourself
Because I run my days based on priorities, I’ve had to learn that sometimes the thing you least want to do is actually the most important. If you aren’t honest with yourself, or you don’t take time to periodically sit back and evaluate your plans, then you run the risk of avoiding something you shouldn’t.
Some time management experts will counsel you to choose only one priority, and get that out of the way before moving on to the next. While my approach is different, with priorities changing sometimes like the wind, there is still wisdom behind that advice that I incorporate into my plans.
I am careful to notice what I am avoiding. Usually that avoidance is a clue that I’m ignoring something important and I need to tackle that project the next chance I get. If you don’t pay attention in this way, those projects you’re avoiding will become a horrible nagging feeling and decrease your efficiency overall.
Strategy #3 Form An Accountability Group
Some of you may be more intrinsically motivated than I am, so the way you build accountability into your life may look different than mine, or may not be necessary at all. But for me, having a group of people I’ve made a promise to, is sometimes the only thing that keeps me focused and able to reach my goals.
Accountability has been important in my business because not all of the work I do when building an online business is delivered to a client. I’ve created a successful business that inspires me and excites me because over the years I’ve been reliably producing content, like this blog, and putting that out into the world. Creating content for your own business helps you define the business, which is especially important in the beginning years, and it helps people find you so they can hire you.
While having a deadline has always been a great motivator for me to do my best work, when there isn’t a deadline, it’s easy for me to lose momentum. That’s why I find friends and colleagues to help me create that same sense of urgency and force good work out of me even when I may not feel like it.
I’ve taken a few different approaches to accountability groups:
- I’ve worked one on one with a friend, where we meet on zoom or in person once a month and each set a goal to finish before the next call.
- I’ve formed in person groups with other business owners where we meet quarterly in person, and then use communication apps to check-in and follow up on each other.
- I’ve been in online groups where someone sets up a challenge with very specific terms or participation.
One group I’m a part of has periodic 90-day challenges where anyone who signs up must publish one piece of content on a social network before 5pm on Friday or else we have to buy everyone in the group a gift off their Amazon list! How’s that for extrinsic motivation?!
Conclusion
It’s taken me several years of failing to meet my time management goals, and feeling like I’m doing it all wrong, to finally realize I need to relax and let my natural inclinations take over. Since I don’t have completely open work days in a row to focus on my online business, I can’t build my business the same way most of my colleagues are working on theirs. For instance I can’t say, “I will only take client calls on Tuesdays.” Because I never know what my Tuesday is going to look like from one week to the next. With so many people dependent on me and new initiatives starting in my businesses all the time, I had to give up planning my weeks ahead of time and learn to be flexible.
Now I move forward with the knowledge that I will get everything done, even if I don’t know exactly when. I’ve learned to relax and trust myself, that as long as I’m taking each priority as it comes, I will finish it all in time. Some days I just have to stop and remind myself, “I have all the time I need.” And it’s true. Time is funny like that.
I have all the time I need, and so do you.
Hi! I’m Annie Aaroe, a b2b marketing strategist. To find out more about story-driven, conversion copy and strategy that’s tailored for tech and SaaS brands, visit my website, aaroewriting.com, or shoot me an email at annie@aaroewriting.com.
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