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

Objective Self-Awareness: Focus on Self in Decision Making

Imagine a customer considering whether to buy a luxury watch. As they browse, they reflect on how wearing the watch might make them feel more confident and how others will perceive them. This introspection and heightened self-focus influence their decision-making process. This scenario exemplifies Objective Self-Awareness.

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02 —All Articles

Ideas on experience,behavior & change.

This month's read.

Objective Self-Awareness: Focus on Self in Decision Making

The Journal.

Normalization of Deviance: Accepting Small Deviations as Normal

Negativity Heuristic: Overemphasis on Negative Information

Mental Accounting: Separating Money into Different Accounts Based on Subjective Criteria

Loss Aversion: Understanding Customer Reluctance to Change

Key Components of an Effective Customer Experience (CX) Program

Just-World Hypothesis: Belief That Outcomes Are Fair and Deserved

Intergroup Comparison Bias: Comparing Own Group Favorably to Others

Intensity Matching: Comparing Different Aspects of Customer Experiences

Intellectual Humility: Recognizing Limits of One’s Knowledge

Ingroup Bias: Building Brand Loyalty and Community through Group Affiliation

Information Heuristic: Relying on Available Information

Improving Customer Experience (CX) Through Data-Driven Metrics

The Halo Effect: Enhancing Customer Experience through Positive Perceptions

The Dunning-Kruger Effect: Understanding Its Impact on Employee and Customer Experience

The Choice Paradox Bias

Impact Heuristic Effect: Judging Importance Based on Perceived Impact

The Benefits of Earning a Customer Experience (CX) Certification

Temporal Projection: Projecting Current Time Perceptions into the Future

Temporal Framing Bias: Framing Events Based on Time Contexts

Temporal Dynamics: Influence of Time on Perception and Decision Making

Identifying Key Customer Experience (CX) Touchpoints in the Customer Journey

System 1 and System 2 Thinking: Fast vs. Slow Thinking in Decisions

Surrogate Outcome Bias: Focusing on Tangible Outcomes Rather Than True Goals

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Ideas on experience,
behavior & change.