Decision Paralysis: Helping Your Customers Commit

I like to think of myself as a decisive person but I once took so long to decide between rolls of linoleum that I was accidentally locked into the shop at closing. That’s decision paralysis.

Your printed and online marketing materials play a major role in reducing decision paralysis and helping your customers commit:

  • Reduce the number of decisions that have to be made. On a website, that might be as simple as reducing the number clicks to move from one topic to the next. But more important is to clearly direct customers to the page that addresses their main problem/pain point. If Amazon can do it, you can.
  • Give clear, concise, and accurate information. I become really annoyed when a letter tells me to visit a business’ So-and-So promotion which is actually labeled online as the This-and-That promotion. Or I am directed to a telephone line with 49 million choices, half of them using jargon I don’t recognize and none of which match my problem. Try out your directions, following them exactly as given, and make sure you get where you want to go.
  • Confirm customers in their decision-making abilities. Post success stories and testimonials from customers who have already chosen your business. Provide potential customers with decision trees, comparison tables, or infographics that aid them in evaluating their own needs and help reduce decision paralysis.
  • Concentrate on value. If you can provide (and regularly update) prices, do so–but even then, explain in concrete terms (not vague adjectives) why your product or service is worth paying for. What standards do you meet or exceed, what options do you offer, what different techniques do you use? If you cannot provide current prices, explain instead how you determine price and the ways you ensure that the client receives full value for moneys spent.
  • Give customers something to remember you by. Informative blog posts, newsletters, sales events, downloads–do whatever you can to keep your business in the forefront of customer attention. I finally picked flooring and a flooring provider because he followed up with an email simply asking what was making the decision difficult and if he could help. That followup email, with its attention to my needs, was what turned me from decision paralysis into his committed, happy customer.

By addressing decision paralysis, you are helping your customers commit to your business–and improving your own bottom line. I have the words you need for website content, blog posts, insight papers, and other marketing materials that help your customers commit. Contact me today to find out more.