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Customer Experience, Mystery Shopping & research

Renascence Blog

It's a place where we share our views on customer experience & experience design, digital transformation, consumer behavior & behavioral economics, mystery shopping, research, analytics and data.
All articles
Topics: customer experience, experience design, customer service, mystery shopping.
Friday, March 15
Enhancing Customer Experience through Mirror Neurons
The discovery and ongoing research into mirror neurons offer a compelling framework for understanding and improving customer experience (CX).
Thursday, February 22
From Monday Meh to Mission-Driven
Reimagining Work Motivation
Friday, February 9
CX Chronicles
The Counterintuitive Path To Profits!
Thursday, January 18
Harnessing the Fresh Start Effect
Balancing Aspiration and Action
Thursday, December 21
The Science of Customer Loyalty
A Comprehensive Guide to Utilizing Behavioral Insights
Wednesday, December 13
Unwrapping the Gift of Employee Engagement
How Christmas Can Boost Your Workplace Culture
Wednesday, November 29
Exploring Customer Needs in Real Estate Through Jobs-To-Be-Done
An In-Depth Analysis
Thursday, November 23
The Power of a Bias-Free Goal Evaluation for Year-End Success
Wednesday, November 22
Marriott's Bold Move
Switching to PepsiCo and the Power of Genuine Partnerships
Wednesday, October 25
Beware of These 5 Behavioural Biases When Reading Articles Online
Discover how biases influence our online reading and ways to read more critically
Thursday, October 19
Top 3 Behavioural Biases to Use To Elevate Your Pricing Strategy
Understanding Behavioral Pricing: Explore 3 biases influencing your customers decisions and learn actionable strategies for your business.
Friday, September 22
Girl Math Is Behavioural Science Personified
Revealing Cognitive Biases in Everyday Decision Making
Thursday, September 14
The Halo Effect in Branding
How One Good Thing Can Make Everything Look Better
Wednesday, August 23
The HUMANS Framework
Learn How to Use the HUMANS Framework to Create Policies That are Adopted and Endorsed.
Thursday, July 6
5 Reasons why you should be using behavioral science as a CX professional
Behavioral science is the multidisciplinary study of human behavior, and it challenges the notion that customers make rational decisions.
Wednesday, June 21
5 Signs You're Falling Prey to the Sunk-Cost Fallacy and How to Quit
Uncover the captivating world of biases with our Rebel Reveal Card, available on Amazon.
Friday, January 20
Framing and Loss Aversion
Understanding How They Impact Customer Experience
Monday, January 9
What if I regret it?
The influence regret aversion has on your customer experience.
Wednesday, January 4
New year? New Home? 
The impact the fresh start effect has on people looking for a new home 
Monday, January 2
5 books that help our team at work and in life
We asked members of our team to share some of their favorite books. These recommendations may be helpful for others seeking to grow and develop in their own careers and lives.
Wednesday, December 28
Can you really rely on your memories?
How cognitive biases skew your experiences
Thursday, May 7
A quick guide to creating a better property handover experience
There are some defining moments throughout all stages of a real estate customer journey that should be treated differently, with higher degree of importance and care.
Sunday, May 3
Mystery Shopping is broken, here is why
Here we explain why mystery shopping is broken.
Friday, May 1
Stop being focused just on “positive”​ in CX. Sometimes it won’t even matter.
Today we will look into what "positive" means for customer experience and why companies should stop taking that word as a panacea. Because it's not. And will never be.
Thursday, April 30
Customer Experience in the real estate industry – here's how to get it right!
In an industry that is built on a long-term relationship, bolstering your customer satisfaction levels will not be enough anymore.
Friday, May 1
Customer experience journey mapping: 8 ways how the industry is getting it all wrong.
Needless to say that every single company is trying to map their own journey: customer service, customer experience, purchase decision or user experience – they are all journeys but often confused and mixed.
Friday, May 1
Stop capturing customer satisfaction after every transaction
What would happen if after every single interaction you asked your partner about how much love he or she shared with you on a scale from 1 to 10?
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