A Service Design principle to create a smile with something as boring as a link
Imagine you receive a special link by email to redeem a discount.
That’s precisely what I do when I prepare a discount code for someone who can’t afford one of my courses but wants to learn.
A screenshot of Podia, the platform I use for the Swiss Innovation Academy, with a list of personalized coupons that tell a story.
This simple trick creates double the impact and reactions. First, of course, people are happy to get a coupon. Then they recognize the hidden message and the special care. Often it’s then the start of a lovely conversation. That extra work costs me 15 more seconds for an even bigger smile.
So maybe, every link you share every code you transfer can have a tiny hidden story that can make your customer smile.
Little side notes
- This is the second draft of this Service Design Principle.
- I was able to reduce the lengths by 18.27% compared to the first version.
- Once adapted, even more, this principle will be part of the book "Service Design Principles 201-300"
- As always feel free to share comments, feedback or personal stories to improve this principle