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

Retrospective Falsification: Rewriting Past Events

Imagine a customer who recalls a past purchase and, over time, starts to remember it more positively than it actually was. They might think the product was much better than it truly was, influenced by their current preference for the brand. This is an example of Retrospective Falsification.

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02 —All Articles

Ideas on experience,behavior & change.

This month's read.

Retrospective Falsification: Rewriting Past Events

The Journal.

Rhyme-as-Reason Effect: Persuasive Power of Rhyming Phrases in Marketing

Reproductive Bias: Preference for Familiar Solutions

Safety Heuristic: Preference for Safe Options

Scarcity Heuristic: Valuing Something More Because It Is Perceived as Scarce

Salience Bias: Focusing on the Most Noticeable Information in Decisions

Self-Discrepancy Theory: Gaps Between Actual, Ideal, and Ought Selves

Self-Efficacy: Customers’ Belief in Their Ability to Achieve Goals

Self-Expansion Bias: Preference for Opportunities for Personal Growth

Self-Esteem Bias: Influence of Self-Esteem on Decisions

Self-Other Discrepancy: Differing Views of Self and Others

Self-Protective Bias: Defending One’s Self-Concept

Self-Perception Theory: Inferring Attitudes from Behavior

Self-Serving Bias: Customer Credit and Blame in Service Interactions

Self-Presentation Bias: Favorable Presentation of Oneself

Serial Position Effect: Importance of First and Last Impressions

Setting Customer Experience (CX) Objectives: Best Practices

Shared Information Bias: Preference for Discussing Information That Is Already Known

Simpson's Paradox: Interpreting Data Trends Differently When Combined

Social Loafing: Exerting Less Effort in a Group Than When Alone

Social Influence: Impact of Others on Customer Decisions

Social Norms: Influence of Norms on Customer Behavior

Single-Option Aversion: Discomfort with Having Only One Choice

Social Proof: Leveraging Customer Behavior to Enhance Experience

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Ideas on experience,
behavior & change.