I’m finishing up Building a StoryBrand 2.0: Clarify Your Message So Customers Will Listen by Donald Miller. The book is about a framework for communicating your company’s solution and value add in a way that resonates with customers. A framework is an approach to thinking about problems in a way that increases your chances of identifying a superior solution. I’ve been embracing frameworks, and I now view them as valuable thinking tools that lead entrepreneurs to better solutions in less time.

Miller describes the psychology of customers, what strategies can influence their perspective of a company’s solution(s), and what’s needed to get them to act (purchase or take the next step in the sales process). One of Miller’s principles is that every person is trying to avoid failure. If you can communicate to customers the downside of not using your solution, you position yourself as helping them avoid failure.

Miller, expanding on this idea, shows that one reason it works so well is human psychology—specifically, loss aversion. Loss aversion is a cognitive bias. People perceive losses as being more significant than gains. Someone can lose $1 and then gain $1, but the lost dollar will feel more painful than the dollar gained will feel pleasant, even though the amount lost and the amount gained are the same.

If you can communicate the downside to not using your solution (lost status, time, etc.), your customer will want to avoid that loss and will be more inclined to purchase.

Loss aversion is a real thing, something I’ve noticed in myself when investing. Losses are inevitable when investing. I know this and expect them to be part of the process (but not too large). But when I’ve lost money in the past, it feels more painful than an equivalent gain feels pleasant.

I’d never considered loss aversion as a potentially useful strategy in marketing messaging, but Miller’s point makes a lot of sense. Now that I know this and I’m paying attention, I see this strategy in lots of ads.

Tying marketing messaging into psychology made things click for me, given that psychology is another topic I’m actively learning more about. Interestingly, Charlie Munger talked about loss aversion, and its implications for decision-making, a good bit in Poor Charlie’s Almanack: The Essential Wit and Wisdom of Charles T. Munger. When multiple people who are credible say to pay attention to something, I take heed. Loss aversion is a cognitive bias I’ll consider more heavily in my decisions and marketing.