- Tony Quin
We’ve all heard of the experiment that was done in the 60’s where kids were promised big treats, but only if they didn’t eat the yummy marshmallow sitting in front of them. The researchers were testing the degree to which kids could delay gratification in order to receive a greater reward in the future.
The kids didn’t do very well, and since then our increasingly instant gratification world has left many with the impression that perhaps our culture suffers from a lack of self-control.
An article in the New York Times last Sunday outlined recent studies that seem to point to a different reason why people opt for short-term rewards vs. the promise in the future. The research points to our uncertainty of the future as a key influence in decision-making.
The basic idea is a bird in the hand is real, but who knows what could happen if you go for the two in the bush. This reflects our universal experience of the unpredictability and uncertainty of the future.
For example, if you arrive at a train platform and it is packed with people, do you assume that the train is likely to arrive soon or that it has been delayed? Without more data, many would be influenced by the unpredictability of life and some might opt for a cab rather than an undefined wait. On the other hand, a simple clock showing when the next train was due would take all the uncertainty out of the situation.
In another version of the marshmallow experiment, two groups of kids were promised a reward from a researcher for not eating the marshmallow. In one group, before the experiment started the researcher demonstrated behavior that showed he was unreliable, in the other group the researcher showed to be completely reliable. The kids with the unreliable researcher waited 3 minutes before eating the marshmallow, the kids with the reliable researcher waited 12 minutes.
All of this got me thinking about behaviors brands ask of consumers such as filling out forms, watching videos and so on. In so many instances we require a consumer to do something based on the promise of something that will (or more likely may) happen in the future.
All too often, consumers do not know when it will happen, how long they will have to wait, or what will happen while they are waiting. I can easily see this feeding that fundamental sense of future uncertainty that the researchers talk about.
So, how as marketers can we bring a sense of certainty to these interactions?
One answer is to tell people how long things are going to take. We can also tell them exactly what is going to happen while they are waiting.
It’s clear that before consumers invest time in an action or an activity they go through a risk or reward calculation. If the uncertainty of the future is a part of their calculation, it’s up to us to come up with ways to minimize its effect.
What do you think? Tell us in the comment section below!
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