Evaluating
Authority Bias
For Example
Similar Biases
We tend to remember tasks and goals that are not completed.
The Evidence
The Evidence
The Evidence
Affected Problems
Check the problems below the bias can help you fix in customer experience
Features
Price
Time
Experience
Efficiency
Challenges
Customer Experience Pillars
Application Touchpoints
Interfaces where it can be applied most efficiently
Behavioral Blog
Use Cases
Check the use cases to inspire the application of this behavioral bias
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Msheireb Downtown Doha. Customer Loyalty Program Experience Journeys
We revamped Msheireb's loyalty program by redesigning tailored customer journeys for residential tenants, visitors, and commercial tenants. This project included mapping out key stages—such as discovery, lease, and renewal—across all segments to enhance engagement and ease of use. Each journey was captured in an animated video to illustrate the improved CX flow, ensuring a seamless and satisfying loyalty program experience.
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Msheireb Downtown Doha. Customer Loyalty Program Strategy
We developed a comprehensive loyalty program for Msheireb Properties in Qatar to boost customer retention and drive revenue. The program featured a 9-stage customer journey, segmented by customer archetypes, and incorporated a closed-loop feedback strategy using NPS, CSAT, and CES surveys. Key initiatives included defining member levels, benefits, and a phased implementation plan to enhance customer experience and program viability.
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Teyaseer. Elevating CX with Real-Time Customer Feedback Integration
For Teyaseer, we mapped a 9-stage customer journey from awareness to handover, integrating NPS, CSAT, and CES surveys to capture real-time feedback via email, SMS, and calls. Automated triggers ensured timely feedback collection, enabling immediate insights and actions to enhance CX at each touchpoint.
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Aldar Hospitality. A Comprehensive Approach to Customer Experience (CX)
Aldar Properties sought to enhance customer experience across five hotels from their hospitality portfolio. Analysis of touchpoints, design of journeys and playbooks, COVID-19 game plan and other efforts led to immediate improvements in service interactions and long-term strategies for boosting guest satisfaction and loyalty.
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Aldar Education. Transforming Customer Experience (CX) through the Admissions Process
Aldar Academies revamped their admissions process by assessing the existing workflow and designing a more efficient future process. This overhaul reduced process time by 88 hours, cut complexity by 3%, decreased effort by 34%, and increased automation tenfold, streamlining operations and enhancing overall efficiency.
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Aldar Academies. Designing Escalation Strategy for Education
Aldar Academies developed a comprehensive escalation strategy to enhance customer support operations. This strategy introduced an 8-level priority system, 4 escalation stages, and a detailed escalation matrix to streamline case management and ensure timely resolution of issues.
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Wasl. Voice of Customer (VOC) Strategy Development
Implemented a comprehensive Voice of Customer (VOC) strategy for Wasl, analyzing four distinct customer types and covering 100+ touchpoints across customer journeys. A closed feedback loop was established to drive continuous customer insights, enhance service delivery, and improve overall satisfaction.
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Wasl. Customer Experience (CX) Journey Mapping in Real Estate
Defined over 90 stages and developed 18 detailed customer journeys for Wasl, spanning residential, commercial, and land leasing categories. Conducted four workshops to align stakeholders on improving customer-centric experiences and optimizing processes for future journey enhancements.
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Wasl Mobile App & Self-Service Digital Transformation
Developed over 500 wireframes and conducted a comprehensive audit of 300+ screens to optimize Wasl’s digital platforms. Created two digital strategies to streamline user journeys, focusing on a super app versus specialized apps to enhance customer experience and operational efficiency.
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Wasl. Customer Service Design for Real Estate
Renascence conducted a comprehensive customer service analysis for Wasl, a leading real estate developer in Dubai, to drive digital transformation and enhance customer experience through data segmentation, pain point identification, and strategic recommendations.
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Swarovski. Boosting retail CX through mystery shopping strategy & audits
Explore how Swarovski leverages mystery shopping insights to refine customer experiences (CX) and encourage positive shopping behaviors through targeted engagement strategies.
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Nudging customers to book services and attend their ladies salon appointments
The goal of the project was to encourage customers to make bookings after calling & improve attendances of all bookings made.
Zeigarnik Effect
Emaar Properties. Transforming conversion power, experience & design of a property sales kiosk
Emaar asked us to check how effective their current kiosk was and come up with a set of improvement or a model that can become a benchmark amongst property sales kiosks.
Zeigarnik Effect
Chalhoub Group. Transforming internal culture through a group-wide CX Academy
Our engagement with Chalhoub Group was about educating several retail brands on the importance of CX and showcasing an approach to customer experience design.
Zeigarnik Effect
Reel Cinemas. Complementing journeys & operations with a new cinema info screen UI
Reel Cinemas decided to transform the space, revamp operations by digitising them & reducing the human factor. The new screen was supposed to complement the transformation.
Zeigarnik Effect
Chalhoub Group. Putting customer experience in the center of fashion & beauty retail
Supporting Chalhoub Group in building a CX practice that would then take over the group's customer experience intiative and arming them with a bullet-proof cx design toolkit
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City Walk by Meraas: Defining what a shopping & leisure destination of the future is
How one would define a destination of the future? How can a group manage multiple destinations of different formats and consistently deliver to a range of customers?
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Transforming group-wide customer experience in Emaar Properties
Multiple departments, multiple business verticals, 18 months of engagement and many great products
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Level Shoes Behavioral & Customer Experience Transformation
Our efforts were aimed at understanding the customer and the way he shops in the fast-paced retail environment to build a cutting edge experience around him.
Sunk Cost Fallacy
Dubai Properties Real Estate Customer Experience Transformation
From signing a SPA, through the journey of becoming a homeowner in Dubai
Sunk Cost Fallacy
Provis & Khidmah: Designing & refreshing the complaint escalation matrix
As part of the engagement we were tasked to define the complaint management approach: deliver the escalation matrix with cases, SLAs, roles & priorities.
Sunk Cost Fallacy
Aldar Group Customer Experience Transformation
The engagement was driven by the group management. The effort was aimed at making Aldar a company that is driven by customer-centric solutions and services
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Emaar Customer Happiness Center CX Design & Transformation
The goal of the project was to understand how well the customer happiness center supports, guides, navigates & satisfies customers
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Transforming Free Zone Customer Journeys, Processeses and Systems
We redesigned all processes from the ground up with a customer centric approach to enable a new improved customer journey.
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