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 · 7 min read

Sympathetic Bias: Overemphasis on Compassionate Responses

Imagine a scenario where you choose to support a brand simply because they handled a public relations crisis with grace and compassion. This emotional response is influenced by what is known as Sympathetic Bias.

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02 —All Articles

Ideas on experience,behavior & change.

This month's read.

Sympathetic Bias: Overemphasis on Compassionate Responses

The Journal.

Motivated Disbelief: Disbelieving Information That Contradicts Desires

Motivated Cognition Effect: Biased Thinking to Fit Desires

The Role of Technology in Enhancing Customer Experience (CX)

Moral Licensing: Justifying Bad Behavior by Pointing to Good Behavior

Negativity Bias: How Negative Experiences Dominate Customer Perceptions

Neglect of Probability: Ignoring Probabilities in Decision Making

Neglect of Probability Effect: Ignoring Probabilities in Decision Making

Naïve Realism: Believing One’s Perception is Objective Reality

Needs Assessment in Learning and Development

Normative Heuristic: Simplifying Norm-Based Decisions

Transparent Communication in Customer Crisis Management

Proactive Planning & Preparedness in Customer Crisis Management

Reimagining Work Motivation

Numerosity Heuristic: Perception Influenced by Number of Units

Normalcy Bias: Underestimating the Possibility of a Disaster

Normative Simplification: Reducing Norm Complexity

Outcome Bias: Judging a Decision Based on Its Outcome Rather Than Its Quality

Overconfidence Bias: Managing Customer Expectations and Enhancing Experience

Ostrich Effect: Ignoring Negative Information in Customer Feedback

Optimism-Pessimism Spectrum: Impact on Customer Satisfaction

Optimism Bias: Overestimating Positive Outcomes in Customer Decisions

Overprecision: Excessive Confidence in Precision of Information

Peer Influence Bias: Influence of Peers on Decisions

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Ideas on experience,
behavior & change.