What it is
Information related to the self is remembered better and impacts decisions more strongly.
How it shows up in CX
Customers engage more with content that directly relates to them, enhancing recall and connection.
CX pillars it strengthens
RecognitionPersonalizationEmpathy
How to design with it
1
Personalized messaging.
2
Tailor content using customer names and preferences.
3
Relatable experiences.
4
Align marketing with customer values and emotions.
5
Direct engagement.
6
Make customers feel like active participants in brand storytelling.
Supporting biases
Personalization EffectEndowed Progress Effect
Opposing biases
Generalization BiasThird-Person Effect
Related biases
Behavioral Biases
Design with behavior, not against it.
Explore more biases, or work with us to apply behavioral science to your customer experience.