Persuasive Web: Where Psychology Meets Conversion

DAY 27: Commitment, Consistency and Really Crappy Free Stuff

Posted in 30 Days of Persuasion by persuasiveweb on June 27, 2009

FreeMoviesWebButton

You and I’ve both noticed how much free stuff there is floating around the Internet. Free software. Free email accounts. Free [legal] music downloads. Free information — in the form of blogs, ebooks, podcasts and webinars. Free, free, free.

But have you noticed how crummy a lot of that free stuff is? There’s the really bad free: Free software downloads that come with free viruses. Free email that comes with free spam. Even free music lyrics that leave you with a screen full of free! annoying “smiley face” pop-ups. And there’s the less-bad free: Free ebooks that are pure fluff. Free music that’s interrupted with “Music now!” mid-way through the song. And free webinars that promise one thing and end up being about something quite different.

webinar

Webinars are great ways to share useful info worldwide... for free. But when they're empty, webinars can backfire.

I recently attended an hour-long webinar by David Meerman Scott (the uber-bright “New Rules of PR and Marketing” guy). It was called something like “Creating an Effective Social Media Strategy” — a timely, relevant topic pour moi, given that I was working on creating exactly that for the global division of Intuit. My colleague and I signed on to the webinar… and, after 10 minutes, we thought, K, this’ll get on topic soon. And then another 10 minutes passed. By the time 35 minutes had passed and we’d sat through a very general introduction to the power of social and how social can support PR and marketing initiatives, we decided to cut our losses.

We’d heard nothing of developing a social media strategy — not what to do, not why or how. We’d been taken in. Promised one thing, and delivered something else. We’d given up over an hour’s worth of combined time on, basically, nothing. Not cool.

When Free Goes Bad: Beggars CAN Be Choosers Today

I guess the idea with giving something away free is that people who take your free offering should just be happy with anything you give them. “Beggars can’t be choosers.” Kinduv an old idea, though, no? ‘Cos the thing is that ‘beggars’ using your freebies are, of course, potential customers. (You knew that! That’s why you were giving your stuff away to begin with, right?) The beggars on the phone for Meerman Scott’s webinar are people who might’ve purchased his books at minimum… or even advocated to invite the man to consult with their Fortune 500 companies. So why the lack of quality, on-topic content? Can’t ‘free’ be ‘great’???

So here’s the deal: If your webinar or ebook’s title promises something, the content had better deliver on it. When it doesn’t, we as consumers — even ‘free’ consumers — get offended. We shake our heads and say, “Why’d you waste my time like that?” — and what we really mean is, “Why did you make a commitment to deliver something, and then act inconsistently with that commitment?”

obama-yes-we-can_04-NOV-08

If (When!) Obama lives up to "Yes we can", there'll be relatively little persuasion work to be done for re-election. 🙂

It speaks to Cialdini’s “commitment and consistency” persuasion principle. If you want to persuade people, you should:

  1. Make a commitment to do something, and then
  2. Act consistently with that commitment

Acting consistently with what you promise — also called a high say:do ratio — builds trust in you. It emulates an ideal that society has reinforced since we were knee high to a grasshopper. If you say you’re going to do it, do it. People like it. And likeability is persuasive.

The Reverse: Persuade Users to Do What You Want by Asking Them to Make a Commitment

Just as people expect companies to act consistently with their commitments, so will people act consistently with the commitments they make. I mean, no, this isn’t always the case — if it was, no one would ever default on a loan, and no contractor would ever skip town before finishing the drywall in your basement. But, by and large, when you give people the opportunity to act consistently with what they’ve said/thought/felt, you will find them persuaded to do so.

What does that mean, practically speaking?

It means that when you want someone to give you a $25 donation, you say, “Will you please commit to a $25 donation to the SPCA?” rather than asking them simply to donate (e.g., “Please give to the SPCA”). It means that you ask the people who download your free plugin to rate your plugin 5 stars. Not just to rate it. But to rate it at 5 stars.

So here’s the trick: Write calls-to-action that closely mirror exactly what you want users to commit to doing, and see your conversion rates skyrocket. Avoid ambiguity. Instead, get right to the commitment you want them to make, and in doing so set expectations as to what they will be doing  to follow through on that commitment. Check out these examples.

DonorsChoose

Nature Canada

TheLadders

Long story short: Get your users to make a commitment, and they will be more likely to act consistently with that commitment. It’s all about commitment and consistency — for your users and for your company.

~joanna

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DAY 10: 5 Companies Try to Monetize ‘Free’

Posted in 30 Days of Persuasion by persuasiveweb on June 11, 2009

 present

What do you do when somebody you just recently met gives you a birthday or Christmas present?

What happens after your neighbours invite you over for dinner? Or after a friend buys you a drink at a bar?

How do you respond when a co-worker gives you a recommendation on LinkedIn or Naymz?

And then there’s Twitter. What do you do when someone decides to follow your tweets?

If you’re a typical, well-mannered and considerate human being, you reciprocate.

Turns out, reciprocity is one of the most powerful principles of persuasion, spanning demographic, socio-economic, geographical, and cultural boundaries. Sociologist Alvin Gouldner says that there is no human society on Earth that does not follow the ‘rule of reciprocity’.

This rule states that we are all bound — even driven — to repay debts of all kinds. Someone does something for you… then you feel obligated to repay. It’s an almost automatic reaction.

Reciprocity is at work in all the above examples. When one person does something for another, that other person senses that a debt is owed and is compelled to repay.

daisyAn example of this principle at work (from some years ago) is the Hare Krishna technique of giving travelers at airports a flower. The Krishna disciple would say that the flower was a gift. Then when the gift was accepted, the disciple would ask for a donation. With a pretty flower in hand, it was hard to then refuse a smiling request for a small donation. And those little flowers and small donations added up nicely, helping to build a multibillion dollar religious empire that spans the globe.

Another example comes from the Disabled American Veterans (DAV). For years, the DAV sent a basic form letter to potential donors, asking for their support. With that basic letter, the DAV had enjoyed an 18 percent response rate. But the DAV hoped for better. Using the principle of reciprocity, the charity made a brilliant strategic decision. One year, instead of sending the form letter alone, the DAV also included in their donor package a small gift: personalized address labels. As a result, the response rate jumped to 35 percent.

Applying reciprocity to high tech

If you’ve looked for free anti-virus software or free online financial products lately, chances are you’ve had decent success. It’s not difficult to understand why people seek free applications, but what motivates companies to offer products that generate no direct revenue? Are they consciously applying the reciprocity principle to their business?

[Note: I’m treating free software differently than free trials. Free trials enable site visitors to try before buying, but software developers are counting on the fact that when the trial period ends, people will pay for the privilege to continue to use the product. The quality and usefulness of the product may persuade users to pull out their wallets, but this is not really the reciprocity principle at work. I’ll save that for a different discussion.]

Let’s take a look at some of the leaders in the anti-virus and online financial product businesses to get a better sense of their free offerings – and whether or not the principle of reciprocity is being used:

avg

AVG offers a free product as well as trial and paid versions of their popular software. According to their site, more than 80 million people use the AVG Free Edition, which is offered at no charge for non-commercial use. It appears as though AVG’s strategy is to drive traffic to their site with a free offering and highlight its limited feature set – in the hope of immediately upselling visitors to the paid products. If visitors choose to proceed with downloading the Free Edition, we would expect some percentage of users to upgrade eventually. Neither of these ‘techniques’ are great examples of reciprocity. Remember, reciprocity is about creating an urge in people to repay a favour in kind or remove a feeling of obligation.

quickenonline

Quicken Online is free personal financial software offered by Intuit, the makers of TurboTax and QuickBooks (and also my employer). There are no strings attached and no paid versions. So what’s the catch? Although I am not involved in the Quicken Online business at Intuit, it’s safe to say that Quicken sees adoption of its free product as a way to bring people into Intuit’s family of products. By offering a great user experience at no charge, it’s certainly possible that people will feel a sense of obligation to at least explore (and possibly pay for) other Intuit products when presented with an appropriate offer at the right time.

freshbooks

FreshBooks is a Canadian start-up that offers online billing and invoicing services to freelancers and small businesses. There are five fee-based monthly subscriptions and one free plan. If you have fewer than four customers (as a small business), the free plan will accomplish all your needs, but as your customer base expands, you’ll require the paid plans. So there is no need for FreshBooks to upsell customers because the adoption of paid products should happen organically. Even so, there is an element of reciprocity at work on FreshBooks. The company explicitly requests that you share your experience with friends (and other small businesses) if you like their product. And if a great experience is offered for free, it’s likely that many people will follow through.

mint

Mint.com offers free personal financial management software on the Web. Positive reviews by the media and consumer word-of-mouth have generated double-digit growth rates since its launch. With a completely free product, how does the company make money? Well, once you set up an account, Mint assesses your financial picture and presents you with offers from participating financial institutions:

“We give you personalized ideas on how to save money by presenting the greatest savings from among thousands of financial products. If you decide to make a change that saves you some cash, we sometimes earn a small fee from the bank or company you switch to. You save a lot; we make a little.”

So Mint has attempted to create a user experience that keeps you coming back. And with each visit, they have an opportunity to present you with another offer. Now it’s unlikely that you’re going to blindly accept a savings account, credit card, or loan offer because you feel obligated to the provider of free online software (i.e., a person’s decision to accept is likely going to be based on the quality of the offer), but the reciprocity principle suggests that you’re more open to receiving offers. It’s a favour (being open to Mint’s offers) for a favour (free useful software).

google

If the Mint.com example seems like a plausible example of reciprocity, then could reciprocity also be a factor in Google’s success? Sure, Google has created a search engine based on ease, speed, and relevance, but it’s also counting on search users clicking on paid advertisements to generate revenue. It’s clear that people will continue to use Google because of its user experience, but I’d like to suggest that users are also open to being presented with and reading paid ads due to reciprocity. Google provides a great online experience at no charge, and people are happy to reciprocate by looking at marketing messages.

If you want to make the principle of reciprocity work for your business, remember to give first. And whether you choose to give away your time, valuable advice, a whitepaper, or free software, the potential to persuade increases just the same. To improve your chances to convert, create a sense of obligation in your customers’ minds and don’t be afraid to ask for something in return.

~Lance