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

Authority Bias: Influence of Expert Recommendations on Customer Choices

Imagine choosing a medical treatment because a renowned doctor endorses it, even though you haven't compared it with other options. This is Authority Bias—a cognitive bias where people attribute greater accuracy to the opinion of an authority figure.

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02 —All Articles

Ideas on experience,behavior & change.

This month's read.

Authority Bias: Influence of Expert Recommendations on Customer Choices

The Journal.

Availability Cascade: Belief Becoming More Plausible Through Repetition

Availability Heuristic: Leveraging Immediate Impressions to Enhance Customer Experience

Base Rate Fallacy: Ignoring General Information in Favor of Specifics

Behavioral Confirmation: Self-Fulfilling Prophecies in Customer Interactions

Behavioral Dynamics: Dynamics of Behavior Over Time

Behavioral Anchoring: Fixation on Initial Behaviors

Planning Fallacy: Underestimating Time and Effort in Customer Journeys

Behavioral Heuristic: Simplified Decision Making Based on Behaviors

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

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

Benign Violation Theory: Humor Arising from Safe Violations

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

Building a Customer Experience (CX) Strategy: Key Components

Bystander Effect: Inaction in Emergency Situations Due to Diffusion of Responsibility

Capability Building & Support

Causality Heuristic: Simplifying Cause-and-Effect Relationships

Causal Attribution: Inferring Causes for Events and Behaviors

Cheerleader Effect: Objects Appearing More Attractive in Groups

Chunking: Simplifying Information to Enhance Customer Understanding

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Ideas on experience,
behavior & change.