The power of personalised messages

Apparently UCL not only preaches, but also uses behavioural insights.

Screen Shot 2014-05-06 at 22.30.33

Well, when the Vice-Provost himself writes to you (wink, wink) and calls you by name, you cannot ignore the message, can you? I answered the call mainly to count for the success of the intervention (if they measure this), because I was happy to read between the lines they have a psychologist in the team.

Individualised messages have a significant impact on the response rate, and it would have been even better to add a social norm: *19,867 students have already completed the survey.

There are a lot of nudges inside this message: from showing empathy for my time and money spent on UCL, to being polite (a peripheral route to persuasion), yet simple – they know we don’t read long emails. I also like how personal it gets: not only I am addressed by my first name, but the email is signed by a real person, and not by a team (or, even worst, no one).

So, my dear readers with customers, this is a good example of a persuasive message.

*educated guess, plus some big numbers as anchors

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