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 · 8 min read

Self-Inflicted Bias: Behaviors That Reinforce Existing Beliefs

Imagine a customer who continually chooses a particular brand, even when better options are available, simply because they've always done so. This is an example of Self-Inflicted Bias, where behaviors are consciously or unconsciously chosen to reinforce existing beliefs or decisions.

Ideas on experience, behavior & change.

This month's read.

Self-Inflicted Bias: Behaviors That Reinforce Existing Beliefs

The Journal.

Proportional Bias: Overemphasis on Proportional Relationships

Nonconformity Bias: Preference for Nonconforming Behaviors

Self-Fulfilling Prophecy: Expectations Influencing Outcomes

How to Manage Customer Experience (CX) Operations Effectively

Resource Allocation Bias: Misjudging Allocation of Resources

How to Maintain a Customer Experience (CX) Focus in Your Organization

Regret Aversion: Avoiding Decisions That Could Lead to Regret

How to Enhance Customer Experience (CX) Across Multiple Channels

Recency Effect: Lasting Impact of Most Recent Customer Interactions

Pessimism Bias: Expecting Negative Outcomes and Its Effects on Decisions

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

How to Impact Customer Experience (CX) Positively: Strategies for Success

How to Develop as a Customer Experience (CX) Leader

How to Choose the Right Customer Experience (CX) Certification

Overjustification Effect: Reduced Motivation from External Incentives

Peak-End Rule: Judging Experiences Based on Peaks and Endings

Normative Social Influence: Conforming to Social Norms in Customer Behavior

How to Align Your Customer Experience (CX) Strategy with Business Goals

How to Become a Customer Experience (CX) Banker: Career Path and Opportunities

How to Align Customer Experience (CX) Purpose with Business Goals

Observation Bias: Influence of Being Observed on Behavior

Customer Experience (CX) and Social Media: How to Handle Customer Complaints

Customer Experience (CX) and Crisis Management: How to Handle the Unexpected

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