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

Self-Perception Theory: Inferring Attitudes from Behavior

Picture a scenario where a customer frequently chooses eco-friendly products and gradually starts to see themselves as an environmental advocate. This shift in self-perception influences their future purchasing decisions, leading them to favor brands with strong sustainability commitments. This phenomenon is explained by Self-Perception Theory.

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02 —All Articles

Ideas on experience, behavior & change.

This month's read.

Self-Perception Theory: Inferring Attitudes from Behavior

The Journal.

Self-Presentation Bias: Favorable Presentation of Oneself

Serial Position Effect: Importance of First and Last Impressions

Comparison Blindness: Difficulty in Comparing Similar Options

Reference Group Effect: Evaluating Oneself Based on Comparison to a Group

Cognitive Discrepancy: Conflict Between Beliefs and Actions

Clustering Illusion: Seeing Patterns in Random Data

Cognitive Reserve: Brain’s Resilience to Damage

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

Testimonial Bias: Overvaluing Personal Testimonials

Social Proof: Leveraging Customer Behavior to Enhance Experience

Stakeholder Engagement & Communication

Stakeholder Engagement & Support in Customer Crisis Management

Statistical Bias: Misinterpreting Statistical Information

Status Bias: Influence of Social Status on Decision Making

Status Quo Bias: The Impact of Familiarity on Customer Decisions

Spotlight Effect: Overestimating the Extent to Which Actions Are Noticed by Others

Streamlining Operations through Digital Transformation

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