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

Hot-Cold Empathy Gap: Difficulty Predicting Actions in Different Emotional States

Imagine making decisions in a calm state and later finding those choices unwise when emotions run high. This is the Hot-Cold Empathy Gap—a cognitive bias where individuals struggle to predict their actions in emotional states different from their current one.

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02 —All Articles

Ideas on experience, behavior & change.

This month's read.

Hot-Cold Empathy Gap: Difficulty Predicting Actions in Different Emotional States

The Journal.

Generosity Heuristic Effect: Decisions Influenced by Generosity

Foot-in-the-Door Phenomenon: Agreeing to Larger Requests After Small Ones

What is Customer Archetype? Definitions & Examples

What Customer Experience (CX) Can Be Measured Through: Metrics That Matter

Functional Fixedness: Limiting Customer Use of Products to Traditional Uses

Finding Customer Experience (CX) Manager Jobs Near Me: A Step-by-Step Guide

First Impressions Bias: Lasting Impact of Initial Impressions

Frequency Validity Effect: Frequent Information Seen as More Valid

False Balance: Giving Equal Weight to Unequal Evidence

False Fame Effect: Misattributing Familiarity to Fame

Frequency Illusion: Noticing Something More Often After Learning About It

False Attribution: Misattributing Causes in Customer Feedback

False Memory: Recollections of Events That Did Not Occur

Forewarning Effect: Resistance to Persuasion After Being Forewarned

FOMO (Fear of Missing Out): Impact on Customer Purchasing Decisions

Strategic Planning

Temporal Heuristic: Judging Based on Time Frames

Experience Discounting: Devaluing Past Experiences

Information Asymmetry: Unequal Knowledge Among Participants

Excessive Optimism: Overestimation of Positive Outcomes

Escalation Bias: Increasing Commitment to a Failing Course of Action

Equivocation Bias: Ambiguous Language Influencing Decisions

Equity Aversion: Discomfort with Unequal Outcomes

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