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.

01 —Featured

This month's read.

Behavioral EconomicsSeptember 2024 · 10 min read

Behavioral Anchoring: Fixation on Initial Behaviors

Behavioral Anchoring is a cognitive bias where individuals rely heavily on the first piece of information or initial behavior they encounter when making decisions. This initial "anchor" sets a reference point that influences subsequent judgments and actions.

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02 —All Articles

Ideas on experience,behavior & change.

This month's read.

Behavioral Anchoring: Fixation on Initial Behaviors

The Journal.

Perceived Control: Importance of Customers Feeling in Control

Planning Fallacy: Underestimating Time and Effort in Customer Journeys

Customer Experience (CX) vs. Customer Journey: Understanding the Connection

Salience Heuristic: Overemphasis on Prominent Information

Risk Perception: Customers’ Subjective Judgments of Risk

Customer Experience (CX) vs. Customer Journey: Tools and Techniques for Improvement

Objective Self-Awareness: Focus on Self in Decision Making

Normalization of Deviance: Accepting Small Deviations as Normal

Customer Experience (CX) vs. Customer Journey: Enhancing Every Touchpoint

Negativity Heuristic: Overemphasis on Negative Information

Mental Accounting: Separating Money into Different Accounts Based on Subjective Criteria

Rationalization Heuristic: Justifying Decisions Post Hoc

Customer Experience (CX) Design in Education: Examples & Case Studies

Customer Experience (CX) is Everyone’s Responsibility: Building a Customer-Centric Culture

Behavioral Projection: Projecting Current Behaviors into the Future

Behavioral Economics: Psychological Factors Influencing Economic Decisions

Believability Bias: Accepting Statements as True Because They Are Believable

Customer Loyalty

Bias Against Creativity: Preference for Predictable Options Over Novelty

Blind Spot Bias: Failing to Recognize One's Own Cognitive Biases

Building a Customer Experience (CX) Organization: Key Considerations

10 Customer Experience (CX) Principles by Renascence. How brands apply them?

System Justification: Rationalizing the Status Quo as Just and Deserved

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Ideas on experience,
behavior & change.