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SHIFT: Too many choices? Nope, not enough — we want mass customization

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Companies are offering way too many choices, offering dozens of mediocre products where a single good one would suffice. Samsung and Motorola pushing dozens of cellphones, Canon and Casio and Kodak hawking scores of camera choices, and Sony's bewildering 53 TVs — how can you choose just one from this sea of product spam?

Some electronics purveyors, such as Apple with its iPhone, have this figured out: Make one great product, mark up the price, sell millions. But what about companies that can’t stop inventing new models? We’re thinking these companies might as well go all-out. Sure, it would be perfect if each company made just one stellar product in each category, but let’s face it — they’re never going to do that. Instead, I have a radical suggestion.

More after the Continue jump.

Forget offering less choices. Offer more. Make products more customizable, so the choices offered are more akin to creating a custom-built device. It's called mass customization. The problem is, today's companies assert that they’re offering all those various product lines so people can get exactly the product they want. Not so. People get frustrated with too many choices, and studies show time after time that when presented with too many choices, buyers often shut down, making no choice at all. No sale.

Human Nature
Offer shoppers a choice between two jellies for their toast, they’ll pick one. Offer twenty, and they keep on walking, suffering from paralysis by analysis — too many choices. Forget it. But go to the deli counter and offer a custom sandwich with all your favorite ingredients on board, and everybody’s ready to eat. That’s because the choice belongs to the customer, and it doesn't involve a predefined group of products whose differences are too complicated to discern. Therein lies the difference between ready-made choices and something you’ve designed for yourself, building something especially for you.

Companies such as Garmin, for example, are already offering so many GPS units that you need a product matrix just to sort them out. Might as well just make their line all-custom, letting you choose screen size, Bluetooth capability, street name call-outs and traffic-reporting capability for yourself. It’s the difference between offering 60 models and maybe 200 different combinations.

Why Not?
You can already customize a PC at Dell’s website, choosing the color of your laptop, the amount of RAM, screen size, resolution and more. If you’re bewildered by all these customizations, the company offers pre-chosen products for people who have no idea what they want. Sony also started offering this kind of customization with its Vaio notebooks. Many other computer manufacturers do this, too. So do car companies, letting you order a car with the specific options you want.

From a company’s standpoint, there’s a downside to offering all this choice. Mass customization can be expensive. For instance, early in this century, a company called Customatix offered completely customized running shoes on a website, letting you practically design your footwear yourself. But the shoes cost $90, probably a money-losing price, thus contributing to the company’s demise. Even so, it was still a good idea. It was just before its time.

Today, manufacturing techniques have improved, and companies such as Samsung with its 50 cellphones have already proven they can create an absurd variety of models and sell them at reasonable prices. If manufacturers would design one excellent basic model and then offer customers a chance to add characteristics, features, and options to it, the too-many-choices syndrome would turn into products that are practically tailor-made.

Configurators for All
This kind of custom service is well suited to buying electronics online, a nearly effortless acquisition method we’ve already discovered is the best way to acquire tech products. As technology gets more sophisticated, 3D printing techniques similar to a Star Trek replicator will make it exponentially easier to offer custom choices, turning digital 3D models into real-world products. We want a configurator for every electronics product!

Put all this together, and you’ll see that we’re looking at a future of more choices, but they will be your custom choices, and not those of a manufacturer looking to kill comparison shopping with confusing product lines that are impossible to compare to those of their competitors. Nor will they be the choices of greedmeisters looking to elbow competitors out of the way in a shelf-space battle. After all, on the Internet, there's unlimited shelf space, especially when products are custom-built for and by their users. That's us.

 
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(5) Comments

bzald:
your right Jordo with all the option not being able to return it will be bad but that has changed as well. i bough...More »


Comments

By ipodrluz at 7:28 PM ON 05/15/08

I play so much badminton I always forget what the standard price of shoes are. One pair of badminton shoes cost $200....and I need a new one every 3 months.

By EnOne at 8:07 AM ON 05/16/08

I like the idea of going to a cell phone store. Selecting exactly what features I like in a phone (1. signal strength, 2. battery life, 3. clarity of call, 4. camera) and having it printed up on a 3-D printer right at the store. The downside is that it would be a tech-support nightmare. Didn't they try this with a la carte cable tv packages as well?

By Nick Popov at 4:51 PM ON 05/18/08

I believe, that in future we will seem even more short-lived products, that are not customisable, not upgradable and come with minimum tech support. It is more profitable to offer nearly disposable cell phones and similar devices that decome obsolte before you even have to change the battery. No wonder more of these come with a battery soldered in. The choice is going to become even more overwhelming, and we will have to rely on the price and the design of the product to make the choce. We just won't have time to go deep into details of the product. And once we see that the device is not good, we just go into the shop and get a new one, hoping it is better...

By Jordo at 7:53 PM ON 05/19/08

The problem with this, and what the author fails to grasp is that most people who don't know technology (Baby boomers and their parents) don't know what features they want. Without the ability to see it in a store pick it up and play with it, how would they know what is right for them. Not to mention the returnablility of products. At a cell phone store, if I don't like the phone I picked, I can return it within the first 30 days. Thus allowing me to find exactly what I like in a phone. If you get a "custom" phone, you are going to be stuck with it, and if you don't like it too bad. 90 dollar shoes aren't the problem, it's trying them on when they arrive, and it's horribly uncomfortable, and you can't return it that is the problem. Without returnability, and demonstrations, this concept is dead in the water.

By bzald at 2:49 PM ON 05/22/08

your right Jordo with all the option not being able to return it will be bad but that has changed as well.

i bought several ps3 in the past and i ended up getting a custom warenty for said product. i see the same thing happing with custom products.

or maybe they will just be so cheap by then too make it will not cost us that much (we all know that not all ways the case)


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