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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.

Negativity Heuristic: Overemphasis on Negative Information
Behavioral EconomicsSeptember 2024 · 7 min read

Negativity Heuristic: Overemphasis on Negative Information

Imagine browsing online reviews for a new restaurant. Even though most reviews are positive, you can't help but focus on the few negative ones. Despite the overwhelmingly good feedback, those negative reviews weigh heavily on your decision to dine there. This tendency to prioritize negative information is an example of the Negativity Heuristic.

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02 —All Articles

The Journal.

Sympathetic Bias: Overemphasis on Compassionate ResponsesBehavioral Economics

Sympathetic Bias: Overemphasis on Compassionate Responses

Aslan PatovSept 20247 min read
Motivated Disbelief: Disbelieving Information That Contradicts DesiresBehavioral Economics

Motivated Disbelief: Disbelieving Information That Contradicts Desires

Aslan PatovSept 202410 min read
Employee Experience (EX) Design in Automotive: Examples & Case StudiesEmployee Experience

Employee Experience (EX) Design in Automotive: Examples & Case Studies

Aslan PatovSept 202410 min read
Customer Experience (CX) Model: Aligning with Business StrategyCustomer Experience

Customer Experience (CX) Model: Aligning with Business Strategy

Aslan PatovSept 202410 min read
Customer Experience (CX) Metrics: Aligning Metrics with Business GoalsCustomer Experience

Customer Experience (CX) Metrics: Aligning Metrics with Business Goals

Aslan PatovSept 20248 min read
Motivated Cognition Effect: Biased Thinking to Fit DesiresBehavioral Economics

Motivated Cognition Effect: Biased Thinking to Fit Desires

Aslan PatovSept 20247 min read
The Role of Technology in Enhancing Customer Experience (CX)Digital Transformation

The Role of Technology in Enhancing Customer Experience (CX)

Aslan PatovSept 202410 min read
Customer Experience (CX) and AI: Transforming the Customer JourneyDigital Transformation

Customer Experience (CX) and AI: Transforming the Customer Journey

Aslan PatovSept 20248 min read
Temporal Influence Bias: Time's Impact on PerceptionBehavioral Economics

Temporal Influence Bias: Time's Impact on Perception

Aslan PatovSept 202410 min read
Negativity Bias: How Negative Experiences Dominate Customer PerceptionsBehavioral Economics

Negativity Bias: How Negative Experiences Dominate Customer Perceptions

Aslan PatovSept 202410 min read
Neglect of Probability: Ignoring Probabilities in Decision MakingBehavioral Economics

Neglect of Probability: Ignoring Probabilities in Decision Making

Aslan PatovSept 20247 min read
Customer Experience (CX) Lessons from ZapposCustomer Experience

Customer Experience (CX) Lessons from Zappos

Aslan PatovSept 202410 min read
Customer Experience (CX) Lifecycle: Aligning with Business GoalsCustomer Experience

Customer Experience (CX) Lifecycle: Aligning with Business Goals

Aslan PatovSept 20249 min read
Naïve Realism: Believing One’s Perception is Objective RealityBehavioral Economics

Naïve Realism: Believing One’s Perception is Objective Reality

Aslan PatovSept 20247 min read
Fixed Action Patterns: Automatic Responses to Specific StimuliBehavioral Economics

Fixed Action Patterns: Automatic Responses to Specific Stimuli

Aslan PatovSept 20247 min read
Customer Experience (CX) KPIs: How to Measure and Improve PerformanceCustomer Experience

Customer Experience (CX) KPIs: How to Measure and Improve Performance

Aslan PatovSept 202410 min read
Needs Assessment in Learning and DevelopmentLearning & Development

Needs Assessment in Learning and Development

Aslan PatovSept 20243 min read
Normative Heuristic: Simplifying Norm-Based DecisionsBehavioral Economics

Normative Heuristic: Simplifying Norm-Based Decisions

Aslan PatovSept 202410 min read
Mental Accounting: Separating Money into Different Accounts Based on Subjective CriteriaBehavioral Economics

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

Aslan PatovSept 20247 min read
Customer Experience (CX) Journey Map: Tools and Techniques for SuccessCustomer Experience

Customer Experience (CX) Journey Map: Tools and Techniques for Success

Aslan PatovSept 20247 min read
Performance Improvement in CXStrategic Planning

Performance Improvement in CX

Aslan PatovSept 20245 min read
Transparent Communication in Customer Crisis ManagementCustomer Crisis Management

Transparent Communication in Customer Crisis Management

Aslan PatovSept 20246 min read
Customer Experience (CX) Jobs Near Me: What to ExpectCustomer Experience

Customer Experience (CX) Jobs Near Me: What to Expect

Aslan PatovSept 20249 min read

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