Consumer Inertia, Funeral Directors, and Technology

Written by

Kayleigh Feschuk

In 2024, it’s hard to find an industry or profession that does not rely heavily on digital infrastructure in one way or another. From e-commerce to Zoom calls, digital tools and the Internet have enabled people to connect with businesses faster, more frequently, and at times, more effectively. However, does there come a point where technological efficiency usurps the need to move slowly, personally, and face-to-face? Or can such a sentiment hold businesses back?

In this blog post, we will explore how the consumer inertia experienced by funeral professionals can impact their ability to adopt new technologies that have the potential to revolutionize their business processes. We will also examine specific areas where technology can improve a funeral home’s operations, without sacrificing the value of the human touch.

First: what is inertia?

In human behavior, inertia represents the resistance to change or the reluctance to adopt new ideas or technologies. Funeral professionals, like individuals in any industry, can experience inertia when presented with new technologies that could potentially improve their business processes. 

The following four concepts outline why funeral professionals may be prone to experiencing inertia:

1. The power of tradition

Funeral professionals are often deeply rooted in tradition, which is understandable given the sensitive and emotionally charged nature of their work. Long-standing customs and practices have provided comfort to grieving families for generations. However, a challenge arises when these traditions clash with the introduction of new technologies that have the potential to enhance efficiency, streamline operations, and ultimately improve the overall funeral experience.

2. Fear of change

One of the main reasons funeral professionals may resist embracing new technology is the fear of change. Familiarity and routine provide a sense of security, and the prospect of disrupting established processes can be daunting— especially when certain traditions have been a part of that business for multiple generations. Additionally, some professionals may lack confidence in their ability to adapt to new technological platforms or may worry about the learning curve or time expense associated with implementation.

3. Personal connection vs. technological efficiency

The funeral profession is built on personal connections and providing support during difficult times. Funeral professionals pride themselves on their ability to empathize and connect with families on a deeply human level. As such, there is a concern that incorporating technology into their processes could compromise these important interpersonal relationships. However, it's important to note that technology can enhance, rather than replace, the human touch. By automating administrative tasks and streamlining logistics, funeral professionals can free up more time to focus on what truly matters: providing emotional support to families.

4. Skepticism and risk

It’s not uncommon to see different companies and ideas circulate through the funeral profession’s sphere of influence. When just a few of those ideas or products don’t end up working favorably, it can taint the view of the effectiveness of all digital goods or services. What’s more, is that such instances can increase risk aversion. Funeral professionals may be unsure of what risks to data management, Internet security, or even return on investment they may be taking on by implementing a new digital product.

The benefits of embracing technology

While the initial resistance to change is understandable, it’s important to recognize the numerous benefits that technology can offer. From online memorial platforms that allow family and friends to share memories and condolences to sophisticated software solutions that streamline paperwork and logistics, technology has the potential to revolutionize the funeral profession.

By embracing new technologies, funeral professionals can:

  1. Expand Their Services: Digital products, such as Cadence, allow funeral professionals to expand their touch on their families’ lives. Offering families tools to alleviate the processes involved with loss that occur after the funeral, such as estate settlement, can increase customer loyalty, earn funeral homes more Google reviews, and much more.
  2. Improve Efficiency: Technology can automate time-consuming tasks, such as creating and managing paperwork, allowing funeral professionals to allocate more time to support grieving families. 
  3. Enhance Communication: Online platforms, such as video streaming services, enable funeral professionals to connect with distant family members who may not be able to attend the service in person.
  4. Expand Reach: Digital marketing strategies and online presence can help funeral homes reach a wider audience, attracting new clients and establishing stronger relationships with existing ones.
  5. Adapt to Changing Needs: The COVID-19 pandemic has highlighted the importance of virtual options in the funeral industry. Funeral professionals who embrace technology are better equipped to meet the evolving needs and expectations of their clients.


While inertia and the fear of change can influence funeral professionals' willingness to adopt new technology, the potential benefits far outweigh the challenges. By harnessing the power of technology, funeral professionals can enhance their ability to provide comfort and support during one of life's most challenging moments. By embracing innovation, the funeral profession can honor tradition while adapting to the ever-changing needs of the modern funeral home client.

If your funeral home is ready to dip its toes into what Cadence can do to enrich businesses, you can book a free consultation here to learn more.