Experience Journal

Imagine a customer reading two different reviews about a smartphone. One review praises its battery life, while another criticizes it. The conflicting information creates discomfort, leading the customer to distrust both reviews and look for a third opinion. This reaction is due to Inconsistency Bias.

Think of a customer reading reviews for a new restaurant. They see a few glowing reviews and decide the restaurant must be fantastic, ignoring the fact that only three people have left reviews. This is an example of Sample Size Insensitivity.

Imagine a customer choosing between two fitness apps. One offers a static set of exercises, while the other constantly updates with new challenges and tracks progress. The customer picks the latter because it promises continuous improvement and growth. This decision is influenced by Self-Expansion Bias.

Imagine a customer planning a renovation project. They receive an initial estimate of two weeks for completion. Even if delays occur, they continue to base their expectations on this initial two-week timeframe. This is an example of Temporal Anchoring.

Picture a customer reading a news story about someone losing money to a scam. Instead of recognizing the scammer's wrongdoing, they might think, "The victim should have been more careful." This reaction is an example of Defensive Attribution.

Imagine a customer using a loyalty card at their favorite coffee shop. As they get closer to earning a free drink, they start visiting the shop more frequently. This increase in visits is influenced by the Goal-Gradient Effect.

Imagine a customer who recalls a past purchase and, over time, starts to remember it more positively than it actually was. They might think the product was much better than it truly was, influenced by their current preference for the brand. This is an example of Retrospective Falsification.

Think of a customer who only buys products from companies that align with their political beliefs. They might avoid brands that they perceive as supporting opposing views, regardless of the quality or value of those products. This behavior is influenced by Intergroup Bias.

Imagine a customer reading reviews for a smartphone they already like based on brand loyalty. Even if some reviews are mixed, they might interpret the negative ones as less credible or relevant, twisting the information to fit their initial preference. This phenomenon is known as Predecisional Distortion.

Picture a customer browsing an online store who sees a review stating, "This product changed my life!" The customer might believe this statement without further verification because it aligns with their expectations or desires. This is an example of the Believability Bias at work.

Imagine a customer reading a product review after a frustrating day. They might interpret a neutral comment as more negative than intended due to their current emotional state. This interpretation is influenced by a bias known as the Affective Slant.

Imagine a customer who strongly prefers eco-friendly products assuming that most people share the same preference. This customer is more likely to choose and recommend these products, thinking they align with a common value system. This tendency is rooted in the Consensus Effect.

Imagine a customer in a perfume shop who not only smells the scents but also watches a visually captivating video about the perfume’s origins. Their decision to purchase might be influenced more by the visual appeal of the video than the scent itself. This phenomenon is known as the Modality Effect.

Think about a customer choosing a wine at a restaurant. They might be influenced more by the ambiance of the place or the waiter’s recommendation rather than the actual quality or taste of the wine itself. This tendency to rely on the surrounding context for decision-making is known as Field Dependency.

Imagine a customer quickly selecting the first smartphone they see on a shelf because it’s the most popular model, without bothering to compare specs or read reviews. This behavior reflects a tendency known as the Cognitive Miser effect.

Think of a loyalty program that rewards customers with points every time they make a purchase, which can later be redeemed for discounts or exclusive offers. Customers are likely to keep coming back to earn more points and enjoy the rewards. This practice is rooted in the concept of Positive Reinforcement.

Imagine reading a news story about a market crash and immediately assuming it happened due to the decisions of a few powerful individuals. Even though various complex factors may have contributed, you tend to focus on the idea that someone's actions directly caused the outcome. This tendency to overattribute events to human actions is an example of the Agency Heuristic.

Picture a customer considering a high-risk investment opportunity. The potential for significant returns seems so appealing that they downplay the chances of losing their entire investment. This tendency to undervalue potential losses while focusing on potential gains is an example of Loss Discounting.

Imagine browsing online reviews for a new restaurant. Even though most reviews are positive, you can't help but focus on the few negative ones. Despite the overwhelmingly good feedback, those negative reviews weigh heavily on your decision to dine there. This tendency to prioritize negative information is an example of the Negativity Heuristic.

Imagine a shopper looking at a high-end smartphone. They notice its sleek design, vibrant display, and advanced camera features. As they evaluate these attributes, they begin to see the phone as a singular, high-quality object rather than just a collection of individual features. This process is explained by Feature Integration Theory.

Imagine a customer visiting a new restaurant and having an amazing meal. Excited by their experience, they quickly write a glowing review online, suggesting it’s the best place in town. This judgment, based on a single experience, is an example of the Law of Small Numbers.

Think about a customer walking through a grocery store and instinctively gravitating towards brightly colored fruits and vegetables. This attraction isn’t just a matter of preference; it's rooted in an evolutionary instinct where humans are drawn to foods that appear fresh and ripe. This behavior is an example of Evolutionary Bias.

Imagine walking into a high-end boutique with elegant lighting, soft music, and a luxurious ambiance. Even if the products are similar to those in a regular store, your perception of their quality and value is elevated because of the environment. This shift in perception is due to the Field Effect.

Imagine a customer who always says "thank you" after receiving a service, even when they are not particularly satisfied with it. This automatic response is not necessarily a conscious choice but rather a habit ingrained in them over time. This behavior exemplifies Fixed Action Patterns.

Think of a customer who always chooses the same brand of toothpaste they've used for years, even though there are newer brands with better features on the shelf. This decision stems from a comfort with the familiar, a behavior explained by Reproductive Bias.

Picture a customer planning a vacation to a highly-rated resort. They have read glowing reviews and seen beautiful photos online, which sets high expectations for their stay. However, when they arrive, the experience doesn’t quite match what they had imagined. Even though the resort is objectively good, the customer feels disappointed because it didn’t live up to their high expectations. This scenario demonstrates the power of Expectation Bias.

Imagine a customer enjoying a meal at a newly opened restaurant. They are impressed with the ambiance, service, and food quality during their first visit. Based on this single experience, they project this positive evaluation into the future, expecting every visit to be equally satisfying. This expectation is a manifestation of Evaluative Projection.

Picture a customer browsing through an online store, looking at product descriptions and reviews. They find a product with mixed reviews; some say it's excellent, while others mention serious flaws. The customer feels uneasy and decides not to buy the product because the conflicting information doesn’t form a coherent story. This hesitation is an example of the Coherence Effect.

Imagine a customer who is considering purchasing a new car. They focus heavily on the car's fuel efficiency because of rising gas prices, paying less attention to other important factors like safety features, reliability, and overall comfort. This tendency to overemphasize one aspect of a decision, while neglecting other relevant factors, illustrates the Focalism Effect.

Imagine a customer who is choosing between two products that both have some downsides. One product is less expensive but has lower quality, while the other is more durable but costs more. The customer ends up choosing the cheaper, lower-quality option, seeing it as the "lesser of two evils" because they are primarily concerned with saving money. This decision-making process illustrates the Lesser of Two Evils bias.

Imagine a customer who strongly believes that a particular brand is the best in the market. When shopping for a new product, they actively look for reviews and information that confirm this belief, ignoring any negative feedback or alternatives. This behavior is an example of the Confirmation Trap.

Imagine a customer who visits a tech support service with a smartphone that has both a battery issue and a software glitch. The technician focuses only on the battery problem because it’s the most obvious issue, overlooking the software glitch. This scenario illustrates Diagnostic Overshadowing.

Think of a customer who has had a positive experience with a specific product from a brand. Based on this single experience, they decide to purchase other products from the same brand, believing they will be equally satisfying. This inclination is an example of Inductive Bias.

Imagine a customer who walks into a store looking for a new pair of running shoes and finds that only one style is available in their size. Despite the quality and suitability of the shoe, the customer decides not to purchase it because they feel uncomfortable with only one option. This reaction is driven by Single-Option Aversion.

Picture a customer who complains about a delayed flight and blames the airline's poor management rather than considering the severe weather conditions that caused the delay. This reaction is influenced by the Discounting Principle.

Imagine a customer shopping for a new laptop who, instead of considering every possible specification and option, quickly decides based on a few key features like price and battery life. This decision-making process illustrates Bounded Rationality.

Imagine a customer browsing online reviews for a new smartphone. They come across two reviews: one highlights the excellent camera and battery life, while the other points out a few software bugs. The customer decides to buy the phone, focusing more on the positive review than the negative. This decision is driven by the Valence Heuristic.

Imagine a customer deciding to call customer service to speak with a human representative instead of using a well-designed automated chatbot that could resolve their issue faster. This hesitation is an example of Algorithm Aversion.

Picture a customer who chooses a local bakery over a large chain simply because they like the friendly staff and cozy atmosphere, even though the chain offers lower prices. This decision is influenced by Liking Bias.

Think of a customer who chooses to buy a reusable water bottle because their peers are increasingly opting for sustainable products. This decision reflects the influence of Social Norms.

Imagine a customer choosing a laptop solely based on its weight, preferring a lighter model despite the heavier one offering better performance, battery life, and durability. This choice demonstrates the Weight Heuristic.

Imagine a customer deciding to buy a smartphone based solely on its camera quality, ignoring other features like battery life, processing speed, or durability. This decision is an example of Evaluative Simplification.

Think about a customer who signed up for a monthly subscription box service and continues to stay subscribed, even though they’re not fully satisfied with the products anymore. This customer doesn’t want to cancel because they’ve already invested time and money into the subscription. This is an example of Commitment Bias.

Imagine a customer who chooses a travel destination based on how human-friendly the amenities are, like comfortable hotels and easy access to dining options, rather than the natural environment or cultural experiences that are available. This scenario demonstrates Anthropocentric Bias.

Think about a customer who chooses a particular brand of sneakers because they believe it aligns with the identity of their favorite sports team. This decision isn’t just about the quality or price of the sneakers; it’s about a sense of belonging to a group they admire. This scenario illustrates Self-Categorization Theory.

Imagine you’re at a grocery store, and a friendly employee offers you a free sample of a new snack. Not only do you try it, but you also feel more inclined to buy it, even if it wasn't initially on your shopping list. This scenario illustrates the Generosity Heuristic Effect.

Imagine you hear a catchy advertisement jingle several times over the radio. At first, you might not think much of it, but as you hear it repeatedly, you start to remember it, and soon enough, you find yourself humming along. This scenario demonstrates Conversion Bias.

Consider a customer reading reviews for a new smartphone. They come across two reviews—one that provides a detailed, consistent explanation of the phone’s performance and another that gives a vague, contradictory account. The customer is more likely to trust the coherent explanation, a result of Explanatory Coherence.

Picture a customer receiving a surprise discount at checkout. They feel joy and excitement, which leads them to continue shopping and add more items to their cart. This scenario demonstrates Differential Emotions Theory.

Imagine a customer who has always believed that high-end skincare products are not worth the price. However, after seeing consistent positive results from friends and reading numerous scientific studies supporting the efficacy of certain premium ingredients, their belief begins to shift. This change of mind due to new evidence is an example of Empirical Turnover.

Think of a customer choosing a vacation package. Instead of comparing all the intricate details, they simply pick the one with the most attractive price and a few good reviews. This shortcut in decision-making exemplifies the Judgment Heuristic.

Imagine a customer tasting a wine they believe is expensive. Even if it’s the same as a cheaper wine, they might rate it higher in quality because they perceive it through the lens of its price tag. This scenario is an example of the Perceptual Bias Effect.

Picture a customer shopping for a laptop. The first model they see costs $1,500, and they think it’s too expensive. However, after seeing a few models priced at $2,000, the initial price of $1,500 starts to look more reasonable, and they decide to purchase it. This scenario demonstrates the Anchoring Heuristic.

Imagine a customer who experiences a delay in their flight due to weather conditions. Initially frustrated, they decide to focus on the positive aspects, like the opportunity to explore the airport or relax with a book. By reinterpreting the situation, they turn a negative experience into a more neutral or even positive one, showcasing Reappraisal Bias.

Picture a customer considering buying a lottery ticket. They know the odds of winning are astronomically low, yet they focus on the dream of hitting the jackpot and decide to buy the ticket anyway. This decision demonstrates the Neglect of Probability.

Imagine a customer choosing between two vacation destinations. One is a tropical beach resort, which they can easily picture in their mind with clear blue waters and relaxing palm trees. The other is a historical city they've never visited before, making it harder to imagine the experience. They end up choosing the beach resort because they can vividly picture it, demonstrating the Simulation Heuristic.

Imagine a customer who believes that their ability to learn new technology is limited because they were not "born with" a knack for tech. They might avoid buying new gadgets or software, thinking they will never understand them. This belief showcases Biological Essentialism.

Picture a customer working towards earning a free coffee through a loyalty program at their favorite café. As they get closer to achieving the reward, they start visiting the café more frequently, eager to earn the remaining points. This scenario demonstrates the Goal Gradient Effect.

Imagine walking into a store looking for a new pair of sneakers. You see a wall filled with the latest styles, most of them in black or white. Suddenly, a bright green pair catches your eye, and even though you hadn’t thought about buying green sneakers, you feel drawn to them because they stand out from the rest. This scenario illustrates Divergence Bias.

Consider a customer who is researching a new type of financial investment but realizes they don’t fully understand all the risks involved. Instead of making a quick decision, they seek out more information, ask for expert opinions, and carefully weigh their options. This thoughtful approach reflects Intellectual Humility.

Think about a customer who receives a tax refund and decides to splurge on a luxury item, even though they have other bills to pay. They rationalize this decision by categorizing the refund as "extra" money, separate from their regular income. This behavior illustrates Mental Accounting.

Imagine a customer who believes that a new software tool they are about to use will be difficult and cumbersome. They approach it with hesitation and low expectations, leading to a less enthusiastic effort in learning how to use it. As a result, they struggle with the tool, confirming their initial belief that it is indeed challenging to use. This scenario demonstrates a Self-Fulfilling Prophecy.

Picture a customer who believes that every time they have a poor experience with a service, it's because the employees were unmotivated or careless. This perspective highlights Agency Bias.

Imagine a customer who is convinced that their preference for a particular smartphone brand is based purely on objective factors like quality and performance. They dismiss others' choices as uninformed or biased. This mindset reflects Naïve Realism.

Imagine a customer who is overwhelmed by the multitude of credit card options available and decides not to choose any card at all. This hesitation reflects the Decision Avoidance bias.

Think of a situation where a customer prefers a product that has been reviewed positively, even though they haven't thoroughly assessed the product’s actual features themselves. This inclination showcases the Evaluative Bias.

Imagine a business professional who prefers reading official reports over casual blog posts, believing the formal documents to be more credible. This scenario illustrates Formality Bias.

Picture a shopper choosing between two different clothing brands. The first brand is known for its premium quality but is quite expensive, while the second offers decent quality at a more affordable price. The shopper decides on the second brand, thinking they’re getting better value for their money. This decision reflects the Value Contrast Effect.

Imagine a customer shopping for a new pair of shoes. On a particularly good day, they may be more inclined to splurge on a designer brand, while on a bad day, they might opt for a more practical and budget-friendly option. This scenario highlights the Influence of Mood on decision-making.

Picture a customer who receives several negative reviews about a product they're interested in but chooses to ignore them and focus only on the positive reviews instead. This selective attention illustrates the Ostrich Effect.

Imagine a customer testing perfumes at a store. After smelling several scents, they find it difficult to differentiate between them because their sensory perception has reached its limit. This situation exemplifies the Absolute Threshold Bias.

Imagine a customer who assumes that all luxury cars offer the same features and benefits just because they belong to the same high-end category. They make this assumption without considering the unique aspects of each brand or model. This scenario illustrates the Homogeneity Bias.

Imagine a customer who is deciding whether to continue their subscription with a streaming service. They recently had a negative experience with the customer service team, which heavily influences their decision, overshadowing the positive experiences they had in the past. This scenario illustrates the Recency Effect.

Imagine a customer at a restaurant who decides to order the same dish as their friends, even though they initially wanted something different. They conform to the group's choice due to Normative Social Influence.

Picture a customer browsing through a list of product reviews. They come across a name that seems familiar and automatically assume that person must be an expert or someone of importance. This customer is experiencing the False Fame Effect.

Think of a customer who buys an expensive watch. When asked why they made the purchase, they justify it by saying it's an "investment" that will hold its value, even though their decision was initially driven by impulse or status. This behavior illustrates Rationalization Bias.

Imagine a customer shopping for a car. The first car they see is priced at $40,000. This price then becomes their reference point, or "anchor," and heavily influences their perception of all other cars' value and pricing, regardless of those cars' features or true value. This scenario illustrates the Anchoring Heuristic.

Think of a customer who reads every online review for a product, analyzing each word for hidden meanings or insights. They might end up more confused and indecisive than when they started. This behavior is influenced by Overinterpretation.

Imagine a customer who believes that every time they wear a particular shirt, their favorite sports team wins. They may think there is a connection between the two, even though these events are unrelated. This belief is influenced by Correlation Illusion.

Imagine a customer shopping for a new phone. Overwhelmed by the numerous options available, they decide to go with the brand they’ve always trusted, even though they haven’t thoroughly compared all the features. This decision is influenced by Heuristic Processing.

Imagine a customer support scenario where a male customer is given straightforward, technical information about a product, while a female customer receives more simplified, softer explanations, assuming she may not understand the technical details. This approach, although seemingly considerate, is an example of Benevolent Sexism.

Picture a customer shopping for winter clothes in a warm climate. They might struggle to appreciate the value of a heavy coat or woolen scarf because the current context—warm weather—affects their judgment. This is a result of Contextual Dynamics.

Imagine a group of people thinking about buying travel insurance. Many might feel they don’t need it, believing that accidents or mishaps are less likely to happen to them than to others. This belief is rooted in Comparative Optimism.

Think of a customer planning a vacation. If they feel stressed and overwhelmed today, they might imagine their future vacation will also be stressful and not enjoyable, even if they typically enjoy vacations. This is due to Temporal Projection.

Imagine a customer deciding whether to buy a product that claims to be unique and unconventional. While some customers might be intrigued, others may hesitate, preferring a more standard option. This hesitation stems from Abnormality Bias.

Imagine a customer reading a product review that vividly describes a negative experience with a detailed and emotional narrative. Despite many positive reviews, this vivid account sticks in their mind, leading them to hesitate before making a purchase. This reaction is driven by Misleading Vividness.

Imagine a customer who is trying out a new habit, like using a fitness app. They might feel confident about sticking to their workout routine and believe they’ll maintain this behavior long-term. This assumption is a result of Behavioral Projection.

Imagine two customers tasting the same dish at a restaurant. One finds it delicious, while the other thinks it’s bland. Their different interpretations aren’t just about taste—they’re influenced by Perception Bias.

Imagine you're choosing between two rewards: one that you can have today and another that will be available in six months. Even if the latter is more valuable, the immediate reward often feels more enticing. This preference is driven by Temporal Proximity Bias.

Picture a customer considering whether to invest in a new, innovative technology. One customer eagerly embraces the opportunity, focusing on potential rewards, while another hesitates, concerned about possible failures or losses. These differing decisions are influenced by Risk Perception.

Think of two customers looking at the same product: one sees all the possibilities it offers and is excited about the purchase, while the other worries about potential issues and is hesitant to buy. These different perspectives are rooted in the Optimism-Pessimism Spectrum.

Picture a customer in a store who becomes more conscious of their actions when they notice a security camera. They might adjust their behavior, perhaps by being more careful or polite, because they feel they are being watched. This is an example of Observation Bias.

Imagine a customer evaluating a brand based on its overall reputation rather than individual products or services. They might overlook specific product details because they focus on the brand’s general image. This is an example of the Holistic Thinking Bias.

Imagine a customer who purchases a lottery ticket, fully aware that the chances of winning are minuscule, yet they believe they might be the one to hit the jackpot. This behavior is a classic example of the Neglect of Probability Effect.

Imagine you walk into a store and see a product priced at $500, but then notice that it’s marked down to $300. Even if $300 is still more than you wanted to spend, the initial price of $500 makes the $300 price seem like a great deal. This shift in perception is driven by the Anchoring Effect.

Imagine a customer who decides to purchase a product simply because it is part of a limited-time offer, even though they may not need it immediately. This decision-making process is influenced by the Temporal Heuristic.

Imagine walking into a restaurant where the dim lighting and soft music make the food taste richer and more luxurious. This perception shift is an example of Cross-Modal Bias.

Imagine a customer who decides to skip an impulsive purchase today, choosing instead to save for a more significant purchase in the future. This decision reflects the concept of Delayed Gratification.

Picture a customer who refuses to sell their old car, even though it’s worth much less than the market value they believe it should command. This overvaluation is a classic example of the Ownership Heuristic.

Imagine a scenario where a customer is considering buying a product and comes across a glowing review from another customer. Even though the customer knows little about the reviewer, the personal testimonial heavily influences their decision. This is an example of Testimonial Bias.