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

Fluency Heuristic: Judging by Ease of Processing

Imagine a customer browsing an online store. They come across two product descriptions: one is concise and easy to understand, while the other is long and filled with technical jargon. The customer immediately prefers the product with the simpler description, believing it to be the better choice. This decision is driven by the Fluency Heuristic.

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02 —All Articles

Ideas on experience,behavior & change.

This month's read.

Fluency Heuristic: Judging by Ease of Processing

The Journal.

Bilingual Advantage: Cognitive Benefits from Speaking Multiple Languages

Biological Essentialism: Believing Traits are Innate

Brand Halo Effect: Overall Brand Perception Influencing Specific Judgments

Building Trust & Advocacy: Essential Strategies for Long-Term Customer Loyalty

Building a Strong Skillset in Customer Experience (CX)

Case Studies in Customer Experience (CX) Quality: Lessons from Leading Brands

Causal Illusion: Misunderstanding Cause-and-Effect in Customer Data

Change Leadership & Governance

How The Ritz-Carlton Enhances Customer Experience (CX) Through Personalized Service and Luxury

Choice Overload: Difficulty in Making Decisions with Too Many Options

Clustering Effect: Seeing Patterns in Random Events

Clarifying Strategic Objectives

Cognitive Entrenchment: Difficulty in Adapting to New Customer Trends

Coherence Effect: Preferring Logical Consistency in Stories and Information

Cognitive Closure: Desire for Firm Answers Impacting Customer Satisfaction

Common Customer Experience (CX) Job Titles and Their Roles

Congruence Heuristic: Preference for Consistent Information

Construal Level Theory: Psychological Distance Affecting Thinking

Contextual Dynamics: Dynamics of Context Over Time

Context-Dependent Memory: Improved Recall When Context Matches Encoding

Counterfactual Thinking: Imagining Alternative Scenarios That Did Not Happen

Primacy Bias: Overemphasis on Initial Information

Processing Fluency: Ease of Processing Information Affects Customer Preferences

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Ideas on experience,
behavior & change.