Renascence Blogs
Experience Journal
Ideas, insights, thoughts and many more in our customer experience blog
%20in%20Healthcare.%20A%20Cure%20for%20Patient%20Pain%20Points.webp)
Customer Experience (CX) in Healthcare: A Cure for Patient Pain Points
This article explores how healthcare systems—from public hospitals to private clinics and health-tech platforms—are using Customer Experience (CX) to eliminate pain points and deliver care that is not only clinical, but also cognitively and emotionally coherent.
False Memory: Recollections of Events That Did Not Occur
Imagine a customer who vividly remembers a positive experience with a product that they never actually had. This is False Memory—a cognitive bias where individuals recall events or details that never occurred.
Conservatism Bias: Insufficient Adjustment of Beliefs When Presented With New Evidence
Imagine a customer who sticks to an outdated belief about a product despite new, compelling evidence that suggests otherwise. This is Conservatism Bias—a cognitive bias where individuals make insufficient adjustments to their beliefs when presented with new evidence.
Belief Perseverance: Maintaining Beliefs Despite Contradictory Evidence
Imagine a customer who continues to believe in a product’s effectiveness despite new evidence showing it has flaws. This is Belief Perseverance—a cognitive bias where individuals maintain their beliefs even when presented with contradictory evidence.
Backfire Effect: Strengthening of Beliefs When Challenged
Imagine a customer who, when presented with evidence contrary to their beliefs about a product, becomes even more convinced of their original stance. This is the Backfire Effect—a cognitive bias where attempts to change someone's mind with evidence can reinforce their preexisting beliefs.
Impact Bias: Overestimating the Duration of Emotional Reactions
Imagine a customer who believes that buying a new gadget will make them happy for a long time or that a poor service experience will ruin their mood for days. This is Impact Bias—a cognitive bias where people overestimate the duration and intensity of their emotional reactions to future events.
Frequency Illusion: Noticing Something More Often After Learning About It
Imagine a customer who starts noticing a specific brand or product everywhere after encountering it for the first time. This is the Frequency Illusion—a cognitive bias where people notice something more frequently after they have been exposed to it.
Effort Justification: Valuing Experiences More Due to Effort Invested
Imagine a customer who feels particularly satisfied with a product because they put in a lot of effort to obtain it. This is Effort Justification—a cognitive bias where people tend to value an outcome more if they have invested a lot of effort into achieving it.
Clustering Illusion: Seeing Patterns in Random Data
Imagine a customer who believes that because they had three bad experiences in a row with a brand, the brand must be inherently bad. This is Clustering Illusion—a cognitive bias where people see patterns in random data.
Counterfactual Thinking: Imagining Alternative Scenarios That Did Not Happen
Imagine a customer who regrets not choosing a different product, constantly thinking about "what if" scenarios. This is Counterfactual Thinking—a cognitive bias where people imagine alternative outcomes to events that have already occurred.
Money Illusion: Focusing on Nominal Rather Than Real Values
Picture a customer who is excited about a salary increase but doesn’t consider the rising cost of living. This is Money Illusion—a cognitive bias where people focus on nominal values (the face value of money) rather than real values (adjusted for inflation).
Cheerleader Effect: Objects Appearing More Attractive in Groups
Picture a group of products displayed together, making each item seem more appealing than if viewed alone. This is the Cheerleader Effect—a cognitive bias where items appear more attractive when they are part of a group.
Surrogate Outcome Bias: Focusing on Tangible Outcomes Rather Than True Goals
Picture a company that measures success solely by the number of sales rather than customer satisfaction or long-term loyalty. This is Surrogate Outcome Bias—a cognitive bias where individuals focus on tangible, often easier-to-measure outcomes instead of the true goals that drive long-term success.
Declinism: Belief That Society Is Generally Declining
Imagine someone constantly lamenting that things were better in the past and that society is on a downward spiral. This is Declinism—a cognitive bias where individuals believe that society or certain aspects of life are in decline.
Stereotyping: Overgeneralized Beliefs About a Group of People
Imagine assuming that all teenagers are tech-savvy or that all senior citizens struggle with technology. This is Stereotyping—a cognitive bias where individuals form overgeneralized beliefs about a group of people.
Zero-Risk Bias: Preference for Reducing Small Risks to Zero
Imagine being overly cautious, choosing the option with no risk at all even if it means missing out on greater benefits. This is Zero-Risk Bias—a cognitive bias where individuals prefer to eliminate small risks entirely rather than reducing larger risks.
Normalcy Bias: Underestimating the Possibility of a Disaster
Imagine dismissing warnings about an upcoming storm because it seems unlikely to hit your area. This is Normalcy Bias—a cognitive bias where individuals underestimate the possibility of a disaster and its potential impact.
Moral Licensing: Justifying Bad Behavior by Pointing to Good Behavior
Imagine feeling entitled to slack off at work because you put in extra effort the day before. This is Moral Licensing—a cognitive bias where individuals justify bad behavior by pointing to their prior good behavior.
In-Group Favoritism: Preference for Members of One's Own Group
Imagine feeling a stronger connection to people who share your background, interests, or experiences. This is In-Group Favoritism—a cognitive bias where individuals prefer and show favoritism towards members of their own group.
Egocentric Bias: Overestimating One’s Role in Past Events
Imagine believing that your contributions to a group project were more significant than they actually were. This is Egocentric Bias—a cognitive bias where individuals overestimate their own role and influence in past events.
Reactance: Resistance to Persuasion When Freedom Is Threatened
Imagine being told you can't do something, only to find yourself wanting to do it even more. This is Reactance—a cognitive bias where individuals resist persuasion when they feel their freedom is threatened.
Identifiable Victim Effect: Greater Empathy for Individuals Than for Groups
Imagine feeling a stronger emotional response to the plight of a single identifiable person than to a large, anonymous group. This is the Identifiable Victim Effect—a cognitive bias where individuals show greater empathy and willingness to help identifiable victims compared to statistical victims.
Introspection Illusion: Overestimating the Reliability of Introspective Thought
Imagine believing that your introspections and self-reflections are always accurate. This is Introspection Illusion—a cognitive bias where individuals overestimate the reliability of their own introspections and thoughts.
System Justification: Rationalizing the Status Quo as Just and Deserved
Imagine accepting an unfair system simply because it's the way things have always been. This is System Justification—a cognitive bias where individuals rationalize the status quo as just and deserved.
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.
Shared Information Bias: Preference for Discussing Information That Is Already Known
Imagine a team meeting where everyone focuses on rehashing well-known facts rather than introducing new insights. This is Shared Information Bias—a cognitive bias where individuals prefer discussing information that is already known rather than exploring new data.
Contagion Heuristic: Belief That Objects Carry Essences That Affect Judgments
Imagine avoiding a perfectly good second-hand sweater because it belonged to someone you dislike. This is the Contagion Heuristic—a cognitive bias where individuals believe that objects carry the essences of their previous owners or creators, affecting their judgments.
Outcome Bias: Judging a Decision Based on Its Outcome Rather Than Its Quality
Imagine celebrating a risky investment solely because it paid off, ignoring the fact that the decision process was flawed. This is Outcome Bias—a cognitive bias where individuals judge decisions based on their outcomes rather than the quality of the decision-making process.
Spotlight Effect: Overestimating the Extent to Which Actions Are Noticed by Others
Imagine walking into a room and feeling like everyone is watching you, even though they probably aren't. This is the Spotlight Effect—a cognitive bias where individuals overestimate how much their actions are noticed by others.
Dread Risk: Overestimating the Likelihood of Rare but Dramatic Events
Imagine avoiding air travel because you fear a plane crash, even though it's statistically safer than driving. This is Dread Risk—a cognitive bias where individuals overestimate the likelihood of rare but dramatic events.
Triviality Effect: Giving Disproportionate Weight to Minor Issues
Imagine spending hours debating the color of a button on a website while ignoring major usability issues. This is the Triviality Effect—a cognitive bias where individuals give disproportionate weight to minor issues.
Risk Compensation: Taking Greater Risks When Perceived Safety Increases
Imagine driving faster because you're in a car with advanced safety features. This is Risk Compensation—a cognitive bias where individuals take greater risks when they feel safer.
Third-Person Effect: Belief That Others Are More Affected by Bias Than Self
Imagine thinking that advertisements influence everyone else but not yourself. This is the Third-Person Effect—a cognitive bias where individuals believe that others are more susceptible to media influences than they are.
Just-World Hypothesis: Belief That Outcomes Are Fair and Deserved
Imagine believing that good things happen to good people and bad things happen to bad people. This is the Just-World Hypothesis—a cognitive bias where individuals believe that outcomes are fair and deserved.
Hot Hand Fallacy: Belief in Continuing Success Based on Past Wins
Imagine betting heavily on a sports team just because they've won their last five games. This is the Hot Hand Fallacy—a cognitive bias where individuals believe that success will continue simply because it has occurred previously.
Empathy Gap: Underestimating the Influence of Emotional States on Decisions
Imagine trying to make a rational decision when you're extremely hungry or angry. The Empathy Gap is a cognitive bias where individuals underestimate the influence of emotional states on their decisions.
Pessimism Bias: Expecting Negative Outcomes and Its Effects on Decisions
Imagine always expecting the worst-case scenario. This is Pessimism Bias—a cognitive bias where people tend to overestimate the likelihood of negative outcomes. Understanding and leveraging Pessimism Bias can significantly impact customer experience by enhancing satisfaction, loyalty, and engagement.
Default Bias: Preference for Pre-Selected Options
Imagine being presented with a series of choices where one option is already selected for you. Most people will stick with this default option. This is Default Bias—a cognitive bias where people tend to go with pre-selected options.
Ambiguity Aversion: Avoidance of Unknown Options
Imagine being presented with two options: one that you know well and another that is unfamiliar. More often than not, people tend to choose the familiar option, even if the unfamiliar one might be better. This is Ambiguity Aversion—a cognitive bias where people prefer known risks over unknown ones.
Zeigarnik Effect: Customers' Tendency to Remember Incomplete Tasks
Have you ever found yourself thinking about an unfinished task more than a completed one? This is the Zeigarnik Effect—a cognitive bias where people tend to remember incomplete or interrupted tasks better than completed ones.
Temporal Discounting: Valuing Immediate Rewards Over Long-Term Gains
Imagine choosing a smaller reward today instead of a larger reward in the future. This is Temporal Discounting—a cognitive bias where people tend to prefer immediate rewards over long-term benefits.
Reciprocity Bias: Customers’ Inclination to Return Favors
Imagine receiving a free sample at a grocery store and feeling more inclined to purchase the product. This is Reciprocity Bias—a cognitive bias where people feel compelled to return favors or acts of kindness.
Context Effect: The Impact of Environmental Factors on Customer Perceptions
Imagine walking into a store with calming music, subtle lighting, and a pleasant aroma. These environmental factors significantly influence how you perceive the products and services offered. This is the Context Effect...
Affect Heuristic: Emotional Influences on Customer Decisions
Imagine being drawn to a product simply because it makes you feel good, even though you haven't fully evaluated its features. This is the Affect Heuristic—a cognitive bias where people rely on their emotions and feelings to make decisions.
Von Restorff Effect: Increased Recall of Unique Customer Experiences
Imagine visiting a theme park and vividly recalling the one ride that was completely different from the others. This is the Von Restorff Effect—a cognitive bias where people are more likely to remember unique or distinctive items compared to common ones.
Serial Position Effect: Importance of First and Last Impressions
Picture yourself browsing an online store, and you are most likely to remember the first and last products you see. This is the Serial Position Effect—a cognitive bias where people tend to remember the first (primacy effect) and last (recency effect) items in a series better than the middle ones.
Salience Bias: Focusing on the Most Noticeable Information in Decisions
Imagine walking into a store and being immediately drawn to a bright, prominently displayed item, even though it may not be what you came for. This is Salience Bias—a cognitive bias where people focus on the most noticeable or prominent information when making decisions.
Peak-End Rule: Judging Experiences Based on Peaks and Endings
Imagine attending a concert with a few unforgettable moments and a fantastic finale. Despite minor flaws during the event, you remember it fondly. This is the Peak-End Rule—a cognitive bias where people judge experiences largely based on how they felt at the peak moments and the end.
Overjustification Effect: Reduced Motivation from External Incentives
Imagine a child who loves drawing, but when they start receiving rewards for their drawings, their intrinsic motivation diminishes. This is the Overjustification Effect—a cognitive bias where external incentives diminish intrinsic motivation.
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.
IKEA Effect: Overvaluing Products Customers Help Create
Imagine assembling a piece of furniture and feeling a greater sense of pride and attachment because you built it yourself. This is the IKEA Effect—a cognitive bias where people overvalue products they have helped to create.
Hyperbolic Discounting: Preference for Immediate Rewards Over Future Benefits
Imagine being offered a choice between receiving $100 today or $150 in a month. Many people would choose the immediate reward, despite the higher future value. This is Hyperbolic Discounting—a cognitive bias where people prefer smaller, immediate rewards over larger, delayed ones.
Effort Justification: Valuing Experiences More Due to Effort Invested
Imagine spending hours assembling a piece of furniture and feeling an increased sense of pride and satisfaction because of the effort you put into it. This is Effort Justification—a cognitive bias where people attribute greater value to outcomes that required significant effort.
Distinction Bias: Overemphasis on Differences in Comparative Choices
Imagine choosing between two seemingly identical products but focusing on minor differences that lead you to prefer one over the other. This is Distinction Bias—a cognitive bias where people overemphasize differences when comparing options side by side.
Contrast Effect: Enhancing Product Appeal Through Comparative Evaluation
Imagine choosing between two vacation packages and favoring one because it seems significantly better compared to the other, even if both options are objectively similar. This is the Contrast Effect—a cognitive bias where the perception of differences between two or more items is exaggerated when they are compared.
Cognitive Dissonance: Discomfort from Conflicting Beliefs in Customer Loyalty
Imagine feeling uneasy after purchasing a product that doesn’t align with your previous beliefs about its brand. This is Cognitive Dissonance—a psychological phenomenon where people experience discomfort due to conflicting beliefs, attitudes, or behaviors.
Belief Bias: Judging Arguments Based on Believability of Conclusions
Imagine hearing an argument about the benefits of a new technology that aligns with your existing beliefs, and instantly accepting it as true without evaluating the evidence. This is Belief Bias—a cognitive bias where people judge the strength of arguments based on the believability of their conclusions.
Authority Bias: Influence of Expert Recommendations on Customer Choices
Imagine choosing a medical treatment because a renowned doctor endorses it, even though you haven't compared it with other options. This is Authority Bias—a cognitive bias where people attribute greater accuracy to the opinion of an authority figure.
Unit Bias: Perception of Product Quantity and Its Effect on Consumption
Imagine always finishing your meal because you believe that one serving is the right amount, regardless of your hunger level. This is Unit Bias—a cognitive bias where people perceive a single unit of anything as the appropriate and optimal amount.
Rhyme-as-Reason Effect: Persuasive Power of Rhyming Phrases in Marketing
Imagine hearing a catchy slogan like "An apple a day keeps the doctor away" and feeling compelled to eat more apples. This is the Rhyme-as-Reason Effect—a cognitive bias where people perceive rhyming statements as more truthful and persuasive.
Pseudocertainty Effect: Making Risky Decisions Based on Assured Outcomes
Imagine choosing a financial investment that promises guaranteed returns but involves hidden risks. This is the Pseudocertainty Effect—a cognitive bias where people make risky decisions based on the belief that certain outcomes are assured.
Placebo Effect: Customer Belief in Product Efficacy Based on Perception
Imagine using a skincare product that promises to reduce wrinkles, and you start to notice smoother skin even though the product contains no active ingredients. This is the Placebo Effect—a cognitive bias where people experience perceived improvements due to their belief in the efficacy of a treatment or product.
Pro-Innovation Bias: Overvaluing New Features in Customer Experience
Imagine buying the latest smartphone solely because it has a new feature, only to realize that you rarely use it. This is Pro-Innovation Bias—a cognitive bias where people overvalue innovations and new features.
Survivorship Bias: Focusing on Successful Outcomes While Ignoring Failures
Imagine hearing the success stories of entrepreneurs who made millions with their start-ups, while forgetting the numerous businesses that failed along the way. This is Survivorship Bias—a cognitive bias where people focus on successful outcomes and overlook failures.
Curse of Knowledge: Miscommunication Between Experts and Customers
Imagine asking a tech support representative for help with a computer issue, only to be bombarded with jargon and technical terms that leave you more confused than before. This is the Curse of Knowledge...
Planning Fallacy: Underestimating Time and Effort in Customer Journeys
Imagine starting a home renovation project with the expectation that it will be completed in just two months. Six months later, the project is still ongoing, and the initial timeline seems laughable. This is the Planning Fallacy...
Base Rate Fallacy: Ignoring General Information in Favor of Specifics
Imagine you are deciding whether to invest in a start-up. Despite knowing that only a small percentage of start-ups succeed, you focus on a compelling success story you heard recently and decide to invest. This is the Base Rate Fallacy...
Optimism Bias: Overestimating Positive Outcomes in Customer Decisions
Imagine booking a vacation and picturing perfect weather, seamless travel, and unforgettable experiences. You overlook potential delays, bad weather, and other disruptions. This is Optimism Bias...
Attribution Bias: How Customers Attribute Success or Failure in Experiences
Imagine a customer receiving exceptional service at a restaurant and attributing it to their own charm rather than the staff’s training. Conversely, if the service was poor, they might blame the staff’s incompetence. This is Attribution Bias...
Choice-Supportive Bias: Post-Purchase Rationalization in Customer Loyalty
Imagine buying a new car and immediately noticing a few minor issues. Instead of regretting the purchase, you convince yourself that the car is perfect and the issues are negligible. This is Choice-Supportive Bias...
Ambiguity Effect: Customer Preference for Known Options Over Ambiguous Ones
Imagine you are choosing between two vacation packages. One is to a well-known destination with clear details about the itinerary, while the other is to a less familiar place with vague descriptions. Most people would lean towards the more familiar option, even if the less familiar one might be more exciting.
Decoy Effect: Influencing Choices Through Asymmetric Options
Imagine a customer choosing between two smartphone models when suddenly a third, less attractive model is introduced. This third option, while not appealing, makes one of the original choices seem much more desirable.
Mere Exposure Effect: Familiarity as a Driver of Customer Preference
Imagine a consumer who is initially indifferent about a new product but, after seeing it repeatedly in advertisements and promotions, begins to develop a liking for it. This is the Mere Exposure Effect...
Negativity Bias: How Negative Experiences Dominate Customer Perceptions
Imagine a customer who has had several positive experiences with a brand but then encounters a single negative one. Despite the positive interactions, this one negative experience overshadows their overall perception.
Projection Bias: Customers’ Expectations Based on Their Own Preferences
Imagine a restaurant owner who loves spicy food and assumes all his customers do too. He adds more spicy dishes to the menu, only to find many customers complaining. This is Projection Bias...
False Consensus Effect: Overestimating Agreement Among Customers
Imagine you're a product manager who believes that most of your customers prefer eco-friendly packaging because everyone in your social circle does. This assumption leads you to make changes that might not reflect the broader customer base.
Illusory Correlation: Misinterpreting Relationships in Customer Feedback
Imagine a restaurant manager who notices that every time a particular waiter works, customer complaints seem to spike. The manager might conclude that the waiter is the cause of the complaints, even if there's no actual connection.
Gambler's Fallacy: Misunderstandings of Random Events in Customer Decisions
Imagine you're at a casino, and the roulette wheel has landed on red five times in a row. You might be tempted to bet on black, thinking it's "due" to come up. This is Gambler's Fallacy at work...
Self-Serving Bias: Customer Credit and Blame in Service Interactions
Imagine a customer receives excellent service at a restaurant and feels pleased with their decision to dine there. However, if the service had been poor, they might blame the restaurant's management.
Social Comparison Bias: Impact of Comparing Experiences on Satisfaction
Imagine you're scrolling through social media, and you see your friends enjoying luxurious vacations, gourmet meals, and new gadgets. You can't help but compare their experiences to yours, and suddenly, your own experiences feel less satisfying.
Procrastination: Delaying Decisions and Its Impact on Customer Experience
Imagine you have a deadline looming, but instead of working on your project, you find yourself cleaning your room or watching TV. This is procrastination—a cognitive bias where people delay actions and decisions despite knowing the negative consequences.
Zero-Risk Bias: Prioritizing Safety in Customer Experience
Imagine you’re choosing between two financial investments: one with a high return but significant risk, and another with a lower return but guaranteed safety. Most people opt for the safer choice due to Zero-Risk Bias...
Hindsight Bias: Learning from Customer Experience
Imagine you just lost an important sale and, looking back, you think, “I knew this would happen.” This is Hindsight Bias at work—a cognitive bias where people believe, after an event has occurred, that they predicted or expected the outcome.
Endowment Effect: Valuing What Customers Already Own
Imagine buying a new gadget, and within days, you can't imagine life without it. Even if a better model comes out, you're reluctant to switch because the one you have feels uniquely yours.
Priming Effect: Subtle Influences on Customer Behavior
Imagine walking into a store where the scent of freshly baked cookies fills the air, instantly making you feel warm and nostalgic. As you shop, you find yourself drawn to comfort foods and homey items.
Loss Aversion: Understanding Customer Reluctance to Change
Imagine being offered a bet where you can either win $100 or lose $50. Even though the potential gain is double the loss, most people would hesitate. This hesitation is driven by Loss Aversion—a cognitive bias where the pain of losing is psychologically twice as powerful as the pleasure of gaining.
Bandwagon Effect: Leveraging Social Proof in Customer Experience
Imagine you're shopping online and notice a product with thousands of positive reviews and high ratings. Instinctively, you feel more inclined to buy it because so many others have. This is the Bandwagon Effect at work...
Status Quo Bias: The Impact of Familiarity on Customer Decisions
Imagine you're at your favorite restaurant, staring at the menu, knowing exactly what you'll order because it's the same dish you always choose. You don't bother exploring new options because you already know this dish is delicious. This is Status Quo Bias at work...
Overconfidence Bias: Managing Customer Expectations and Enhancing Experience
Imagine a customer who is convinced that they are making the best purchasing decisions based on their extensive research. They feel confident, even overconfident, in their choices. This is Overconfidence Bias at work...
Sunk Cost Fallacy: Navigating Customer Decisions and Enhancing Experience
Imagine you've spent a significant amount of money on a gym membership, but after a few months, you realize you rarely use it. Despite this, you continue to pay the monthly fee, hoping that one day you'll make use of it.
Ingroup Bias: Building Brand Loyalty and Community through Group Affiliation
Imagine you're at a sports event, cheering for your favorite team. The sense of camaraderie and shared excitement with fellow fans can be electric. This sense of belonging and loyalty is fueled by Ingroup Bias, a cognitive bias where people favor members of their own group over those in other groups.
Availability Heuristic: Leveraging Immediate Impressions to Enhance Customer Experience
Imagine you’re trying to decide which restaurant to visit for dinner. You quickly think of the most recent restaurant commercial you saw or the place your friend mentioned last week. This immediate recall influences your decision more than any extensive research you might do.
Framing Effect: Shaping Customer Experience Through Strategic Presentation
Imagine you're at a coffee shop, and the barista asks if you'd like a 20% discount on a new seasonal blend. You feel excited about the deal and decide to try it. Now, imagine if the same barista had asked if you'd like to try a new seasonal blend for a dollar off. The monetary value is the same, but your excitement level might be different.
Social Proof: Leveraging Customer Behavior to Enhance Experience
Imagine you are deciding where to eat in a new city. You walk past two restaurants: one is packed with people, while the other is nearly empty. Without knowing anything else about the food or service, you might be inclined to choose the busier restaurant, assuming that the crowd indicates good quality.
Anchoring Bias: Influencing Customer Experience Through Initial Impressions
Imagine you're shopping for a new car, and the first one you see is priced at $50,000. Suddenly, all other cars seem relatively affordable, even if they are still expensive. This is Anchoring Bias at work—a cognitive bias where individuals rely too heavily on the first piece of information (the "anchor") they receive when making decisions.
Recency Bias: Shaping Customer Experience Through Recent Interactions
Imagine you're at a restaurant, and everything is going well until the dessert arrives. It's subpar, and suddenly your entire perception of the meal shifts. Despite enjoying the appetizers and main course, the disappointing dessert lingers in your mind, overshadowing the positive aspects of the experience.
The Halo Effect: Enhancing Customer Experience through Positive Perceptions
Imagine walking into a store where the ambiance is welcoming, the staff are friendly, and the products are displayed beautifully. Instantly, you form a positive impression of the brand. This initial impression influences your perception of everything about the store, from the quality of the products to the fairness of the prices.
Confirmation Bias: Navigating Its Impact on Customer Experience
Imagine a customer who firmly believes that their favorite brand can do no wrong, despite clear evidence to the contrary. Or consider a scenario where a customer consistently interprets information in a way that reinforces their preexisting beliefs, leading to biased decisions. These situations exemplify Confirmation Bias, a cognitive bias that influences how people gather, interpret, and remember information.
The Dunning-Kruger Effect: Understanding Its Impact on Employee and Customer Experience
Imagine an employee confidently asserting their expertise in a field they barely understand, or a customer insisting on their preferred solution despite lacking the necessary knowledge. These scenarios illustrate the Dunning-Kruger Effect, a cognitive bias where individuals overestimate their competence due to a lack of self-awareness.
The Choice Paradox Bias: Unveiling Its Power to Transform Customer Experience
Imagine a child in an ice cream parlor, faced with 50 flavors. They start with chocolate, but then what about strawberry? Mint? Bubblegum? The child’s face contorts with each new possibility until, overwhelmed, they burst into tears. The exasperated parent finally orders a simple vanilla cone. “But what if I wanted chocolate?” the child wails, now upset with the choice they didn’t even have to make. This humorous scene encapsulates the essence of the choice paradox—sometimes, fewer options lead to happier outcomes.
Renascence Podcasts
Experience Loom
Discover the latest insights from industry leaders in our management consulting and customer experience podcasts.
The Naked Customer. Episode 3. Customer Loyalty, Brand Loyalty & CX
In this episode, Aslan Patov speaks with Chaya Sakhuja, CEO of QBF Consulting, about the evolution of loyalty programs in the Middle East. From the success of U by Emaar to the rise of bank-partnered loyalty programs, we uncover what makes a loyalty program truly work.
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
Artificial Intelligence
Coming soon
The Naked Customer. Episode 2. Artificial Intelligence (AI) in Customer Experience (CX)
In this episode of The Naked Customer Podcast, host Aslan Patov is joined by JD Ackley, CEO of RAIZOR AI, to explore the evolving role of AI in customer experience (CX) and its impact on automation, job security, and creativity.
Experience
Coming soon
The Naked Customer. Episode 1. Customer Experience Awards
In this episode of The Naked Customer Podcast, host Aslan Patov is joined by Mark Hamill, CEO & Co-founder of ARCET Global, to explore the evolution of Customer Experience (CX) and its growing role in business transformation.
Experience
Coming soon
The Naked Customer. Episode 1. Customer Experience Awards
In this episode of The Naked Customer Podcast, host Aslan Patov is joined by Mark Hamill, CEO & Co-founder of ARCET Global, to explore the evolution of Customer Experience (CX) and its growing role in business transformation.
No items found.
No items found.
No items found.
No items found.
No items found.
Artificial Intelligence
Coming soon
The Naked Customer. Episode 2. Artificial Intelligence (AI) in Customer Experience (CX)
In this episode of The Naked Customer Podcast, host Aslan Patov is joined by JD Ackley, CEO of RAIZOR AI, to explore the evolving role of AI in customer experience (CX) and its impact on automation, job security, and creativity.
