Opinion · Experience Journal

Ideas on experience, behavior & change.

Insights, frameworks and analysis from the Renascence team — on customer experience, behavioral economics, service design and the future of how brands serve people.

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This month's read.

Behavioral EconomicsSeptember 2024 · 7 min read

Framing Heuristic: Influence of Presentation on Decision Making

Picture a customer trying to decide between two similar products. One is labeled as “80% lean,” while the other is labeled as “20% fat.” Despite both descriptions conveying the same information, the customer perceives the “80% lean” product as the healthier option. This example illustrates the power of the Framing Heuristic.

Ideas on experience, behavior & change.

This month's read.

Framing Heuristic: Influence of Presentation on Decision Making

The Journal.

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Explanatory Style: The Impact of Positive vs. Negative Explanations on Customer Satisfaction

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Reactance: Resistance to Persuasion When Freedom Is Threatened

Customer Experience (CX): The Key to Building Long-Term Customer Loyalty

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Customer Experience (CX) vs. Service Design: Understanding the Connection

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