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 · 8 min read

Self-Inflicted Bias: Behaviors That Reinforce Existing Beliefs

Imagine a customer who continually chooses a particular brand, even when better options are available, simply because they've always done so. This is an example of Self-Inflicted Bias, where behaviors are consciously or unconsciously chosen to reinforce existing beliefs or decisions.

Ideas on experience,behavior & change.

This month's read.

Self-Inflicted Bias: Behaviors That Reinforce Existing Beliefs

The Journal.

Rationalization Bias: Justifying Actions and Beliefs

Self-Fulfilling Prophecy: Expectations Influencing Outcomes

Resource Allocation Bias: Misjudging Allocation of Resources

Customer Experience (CX) and Digital Transformation: How to Navigate the Future

Contextual Dynamics: Dynamics of Context Over Time

Regret Aversion: Avoiding Decisions That Could Lead to Regret

Recency Effect: Lasting Impact of Most Recent Customer Interactions

Customer Experience (CX) and Marketing: How to Align Campaigns with Customer Needs

Pessimism Bias: Expecting Negative Outcomes and Its Effects on Decisions

Overjustification Effect: Reduced Motivation from External Incentives

Customer Experience (CX) and Customer Service: Understanding the Differences

Construal Level Theory: Psychological Distance Affecting Thinking

Why Customer Experience (CX) is Important for Business Growth

Customer Experience (CX) and User Experience (UX): Designing for Success

Peak-End Rule: Judging Experiences Based on Peaks and Endings

Normative Social Influence: Conforming to Social Norms in Customer Behavior

Customer Experience (CX) and Customer Service: How to Enhance Both

Observation Bias: Influence of Being Observed on Behavior

Customer Experience (CX) and Social Media: How to Handle Customer Complaints

Customer Experience (CX) and Customer Journey: How to Align Both for Better Results

Congruence Heuristic: Preference for Consistent Information

Customer Experience (CX) and Crisis Management: How to Handle the Unexpected

Customer Experience (CX) and Crisis Management: How to Prepare Your Team

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Ideas on experience,
behavior & change.