How decision fatigue impacts customer engagement and bill payments
From the time you woke up this morning to now, you have probably made over 10,000 decisions, many of which you weren't even aware of. Do I shower before? What do I eat for breakfast? Am I going to wear this top or this top? Do I walk the dog? On and on and on it goes.
But with so many decisions, people get really overwhelmed, and so they're less equipped to handle these really hard decisions around navigating bill payments if they are struggling.
We also have a variety of messages that we're inundated with more and more every day. I'm going to guess that each of you could go look into your personal inbox right now and you've probably received at least a handful of marketing related messages from companies you probably rarely interact with, but at one point or another you gave your email to.
And so if you think about that noise to signal ratio, if you're receiving hundreds or dozens of emails a day and then you receive one as important as, hey, you're behind on your bill payment, you might actually lose service soon. It's really hard for our consumers who are already overwhelmed to pick up on that message and focus on that message when they have so much else going on.