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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.

Impression Management: Customers Shaping Their Image Through Purchases
Behavioral EconomicsSeptember 2024 · 10 min read

Impression Management: Customers Shaping Their Image Through Purchases

Imagine buying a high-end designer handbag not just for its functionality but for the image it projects to others. This is Impression Management—a cognitive bias where people purchase products or services to manage how they are perceived by others.

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02 —All Articles

The Journal.

Improving Customer Experience (CX) Through Data-Driven MetricsDigital Transformation

Improving Customer Experience (CX) Through Data-Driven Metrics

Aslan PatovSept 20248 min read
The Halo Effect: Enhancing Customer Experience through Positive PerceptionsBehavioral Economics

The Halo Effect: Enhancing Customer Experience through Positive Perceptions

Aslan PatovSept 202410 min read
Affect Infusion: Emotions Influencing Decision MakingBehavioral Economics

Affect Infusion: Emotions Influencing Decision Making

Aslan PatovSept 20248 min read
Feature Positive Effect: Focusing on Presence Rather Than Absence of FeaturesBehavioral Economics

Feature Positive Effect: Focusing on Presence Rather Than Absence of Features

Aslan PatovSept 202410 min read
Customer Experience (CX) Quotes: Lessons Learned from ExpertsCustomer Experience

Customer Experience (CX) Quotes: Lessons Learned from Experts

Aslan PatovSept 20248 min read
Craving Positive Feedback: Customers Seeking AffirmationBehavioral Economics

Craving Positive Feedback: Customers Seeking Affirmation

Aslan PatovSept 202410 min read
The Dunning-Kruger Effect: Understanding Its Impact on Employee and Customer ExperienceBehavioral Economics

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

Aslan PatovSept 202410 min read
The Choice Paradox BiasBehavioral Economics

The Choice Paradox Bias

Aslan PatovSept 20248 min read
Hot Hand Fallacy: Belief in Continuing Success Based on Past WinsBehavioral Economics

Hot Hand Fallacy: Belief in Continuing Success Based on Past Wins

Aslan PatovSept 202410 min read
Homogeneity Bias: Overestimating Similarity Within GroupsBehavioral Economics

Homogeneity Bias: Overestimating Similarity Within Groups

Aslan PatovSept 20247 min read
Customer Experience (CX) Specialist: How to Enhance CX Across the OrganizationLearning & Development

Customer Experience (CX) Specialist: How to Enhance CX Across the Organization

Aslan PatovSept 20247 min read
How Customer Experience (CX) Influences Customer RetentionCustomer Experience

How Customer Experience (CX) Influences Customer Retention

Aslan PatovSept 202410 min read
Heuristic Processing: Using Mental Shortcuts in Decision MakingBehavioral Economics

Heuristic Processing: Using Mental Shortcuts in Decision Making

Aslan PatovSept 20247 min read
Conservatism Bias: Insufficient Adjustment of Beliefs When Presented With New EvidenceBehavioral Economics

Conservatism Bias: Insufficient Adjustment of Beliefs When Presented With New Evidence

Aslan PatovSept 202410 min read
Impact Heuristic Effect: Judging Importance Based on Perceived ImpactBehavioral Economics

Impact Heuristic Effect: Judging Importance Based on Perceived Impact

Aslan PatovSept 20248 min read
The Benefits of Earning a Customer Experience (CX) CertificationLearning & Development

The Benefits of Earning a Customer Experience (CX) Certification

Aslan PatovSept 202410 min read
Temporal Projection: Projecting Current Time Perceptions into the FutureBehavioral Economics

Temporal Projection: Projecting Current Time Perceptions into the Future

Aslan PatovSept 20247 min read
Temporal Framing Bias: Framing Events Based on Time ContextsBehavioral Economics

Temporal Framing Bias: Framing Events Based on Time Contexts

Aslan PatovSept 20248 min read
Context Effect: The Impact of Environmental Factors on Customer PerceptionsBehavioral Economics

Context Effect: The Impact of Environmental Factors on Customer Perceptions

Aslan PatovSept 202410 min read
Temporal Dynamics: Influence of Time on Perception and Decision MakingBehavioral Economics

Temporal Dynamics: Influence of Time on Perception and Decision Making

Aslan PatovSept 20248 min read
Consensus Effect: Overestimating Agreement Among OthersBehavioral Economics

Consensus Effect: Overestimating Agreement Among Others

Aslan PatovSept 20247 min read
Identifying Key Customer Experience (CX) Touchpoints in the Customer JourneyCustomer Experience

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

Aslan PatovSept 20248 min read
System 1 and System 2 Thinking: Fast vs. Slow Thinking in DecisionsBehavioral Economics

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

Aslan PatovSept 20247 min read

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