What it is
People tend to believe what they hear unless given a reason to doubt it.
How it shows up in CX
Customers default to assuming honesty unless contradictions arise.
CX pillars it strengthens
IntegrityExpectations
How to design with it
1
Build credibility.
2
Maintain transparency to reinforce trust.
3
Correct misinformation proactively.
4
Address false assumptions before they spread.
5
Leverage trust signals.
6
Use testimonials, reviews, and authenticity cues.
Supporting biases
Familiarity HeuristicDefault Effect
Opposing biases
Skepticism EffectCritical Thinking Bias
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.