Choice overload can leave customers frozen with indecision, but a reminder that they are free to choose what they want can transform the situation
Customers who are reminded of their freedom to choose express higher satisfaction.
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Retailers: would you like to increase customer satisfaction with just a simple sign on the shopfloor or a pop-up on your web shop? New research from IESE Business School suggests you can.
IESE professor Elena Reutskaja, who has previously written about the phenomenon of choice overload, in which people are overwhelmed when faced with too many options, returns to the subject of choice in this research with Barbara Fasolo of the London School of Economics and Raffaella Misuraca of the University of Palermo.
[This article has been reproduced with permission from IESE Business School. www.iese.edu/ Views expressed are personal.]