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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.
Lesser of Two Evils: Choosing the Least Negative Option
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.
Confirmation Trap: Seeking Evidence to Support Beliefs
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.
Diagnostic Overshadowing: Dominant Diagnoses Obscuring Others
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.
Inductive Bias: Generalizing from Specific Instances
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.
Single-Option Aversion: Discomfort with Having Only One Choice
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.
Discounting Principle: Downplaying the Role of Personal Factors in Favor of Situational Factors
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.
Bounded Rationality: Customers’ Simplified Decision-Making Processes
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.
Valence Heuristic: Preference for Positive Over Negative Information
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.
Algorithm Aversion: Distrust of Automated Decisions
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.
Liking Bias: Influence of Personal Affection on Decisions
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.
Social Norms: Influence of Norms on Customer Behavior
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.
Weight Heuristic: Overemphasis on Weight of Information
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.
Evaluative Simplification: Reducing Complexity of Evaluations
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.
Commitment Bias: Staying Loyal to Initial Decisions
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.
Anthropocentric Bias: Human-Centered Thinking in Evaluations
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.
Self-Categorization Theory: Group Identity Influencing Behavior
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.
Generosity Heuristic Effect: Decisions Influenced by Generosity
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.
Conversion Bias: Influence of Repeated Exposure on Beliefs
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.
Explanatory Coherence: Preference for Coherent Explanations
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.
Differential Emotions Theory: Specific Emotions with Distinct Physiological Responses
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.
Empirical Turnover: Changing Beliefs Based on Evidence
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.
Judgment Heuristic: Simplifying Complex Judgments
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.
Perceptual Bias Effect: Misinterpreting Sensory Information
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.
Anchoring Heuristic: Reliance on Initial Information
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.
Reappraisal Bias: The Role of Reinterpreting Events in Customer Satisfaction
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.
Neglect of Probability: Ignoring Probabilities in Decision Making
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.
Simulation Heuristic: Judging Likelihood Based on Ease of Imagining an Event
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.
Biological Essentialism: Believing Traits are Innate
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.
Goal Gradient Effect: Motivation Increases as Customers Near Their Goals
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.
Divergence Bias: Preference for Unique Options
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.
Intellectual Humility: Recognizing Limits of One’s Knowledge
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.
Mental Accounting: Separating Money into Different Accounts Based on Subjective Criteria
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.
Self-Fulfilling Prophecy: Expectations Influencing Outcomes
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.
Agency Bias: Overattributing Actions to Human Agency
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.
Naïve Realism: Believing One’s Perception is Objective Reality
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.
Decision Avoidance: Avoiding Decisions Due to Complexity or Stress
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.
Evaluative Bias: Preference for Positive Evaluations
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.
Formality Bias: Preference for Formal Over Informal Information
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.
Value Contrast Effect: Comparing Values in Decision Making
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.
Influence of Mood: Decisions Altered by Mood States
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.
Ostrich Effect: Ignoring Negative Information in Customer Feedback
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.
Absolute Threshold Bias: Sensory Perception Limits Influencing Decisions
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.
Homogeneity Bias: Overestimating Similarity Within Groups
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.
Recency Effect: Lasting Impact of Most Recent Customer Interactions
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.
Normative Social Influence: Conforming to Social Norms in Customer Behavior
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.
False Fame Effect: Misattributing Familiarity to Fame
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.
Rationalization Bias: Justifying Actions and Beliefs
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.
Anchoring Heuristic: Initial Information Heavily Influencing Decisions
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.
Overinterpretation: Overanalyzing Simple Data
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.
Correlation Illusion: Perceiving Nonexistent Relationships in Data
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.
Heuristic Processing: Using Mental Shortcuts in Decision Making
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.
Benevolent Sexism: Favorable, but Patronizing, Attitudes Toward Women
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.
Contextual Dynamics: Dynamics of Context Over Time
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.
Comparative Optimism: Believing Personal Risks are Lower than Others
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.
Temporal Projection: Projecting Current Time Perceptions into the Future
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.
Abnormality Bias: Preference for Normalcy Over Abnormal Events
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.
Misleading Vividness: Overemphasis on Vivid Information
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.
Behavioral Projection: Projecting Current Behaviors into the Future
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.
Perception Bias: Misinterpretation of Sensory Information
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.
Temporal Proximity Bias: Preference for Events Closer in Time
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.
Risk Perception: Customers’ Subjective Judgments of Risk
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.
Optimism-Pessimism Spectrum: Impact on Customer Satisfaction
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.
Observation Bias: Influence of Being Observed on Behavior
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.
Holistic Thinking Bias: Integrating Information for Global Perception
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.
Neglect of Probability Effect: Ignoring Probabilities in Decision Making
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.
Anchoring Effect: Influence of Initial Information on Customer Perception
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.
Temporal Heuristic: Judging Based on Time Frames
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.
Cross-Modal Bias: Influence of One Sensory Modality on Another
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.
Delayed Gratification: Preference for Later, Larger Rewards
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.
Ownership Heuristic: Valuing Owned Items More Highly
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.
Testimonial Bias: Overvaluing Personal Testimonials
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.
Group Homogeneity Bias: Overestimating Similarity Within Groups
Imagine a customer who assumes that all members of a particular age group—say, Baby Boomers—have the same tastes and preferences. This oversimplification is an example of Group Homogeneity Bias.
Cumulative Prospect Theory: Evaluating Potential Losses and Gains
Imagine you're offered a gamble: You can either take a sure $50, or take a 50% chance to win $100 or nothing at all. Many people would choose the sure $50, even though the gamble might offer a higher expected value. This decision-making process is explained by Cumulative Prospect Theory.
Generational Bias: Influence of Generational Identity on Perceptions
Picture a situation where a younger customer is skeptical about using a service that their parents swear by, simply because they perceive it as outdated or not aligned with their generation's values. This reaction is an example of Generational Bias.
Double-Standard Thinking: Applying Different Standards to Similar Situations
Imagine a customer who criticizes one brand for using plastic packaging but overlooks the same practice in another brand they favor. This inconsistency is a classic case of Double-Standard Thinking.
Discounted Utility: Preference for Immediate Over Delayed Rewards
Imagine being offered a choice between receiving $50 today or $100 a year from now. Many people would choose the $50 today, even though waiting would give them double the amount. This inclination is an example of Discounted Utility.
Behavioral Economics: Psychological Factors Influencing Economic Decisions
Think of a time when you made a purchase not because you needed the product, but because it was on sale, and the discount seemed too good to pass up. This behavior, influenced by psychological factors rather than purely rational decision-making, is at the heart of Behavioral Economics.
Identity Protection: Maintaining Beliefs to Protect Identity
Imagine a loyal customer who has always believed in the eco-friendly mission of a brand they love. When they hear that the brand might be involved in an environmental scandal, they dismiss the news as exaggerated or untrue. This is a prime example of Identity Protection.
Impact Perception: Misjudging the Impact of Events
Picture this: A customer buys a product that received a lot of hype in the media, only to be disappointed by how little it actually changes their daily life. They expected a significant impact, but reality didn’t live up to their perception. This is an example of Impact Perception.
Exemplar Heuristic: Judging by Specific Examples
Imagine you're shopping for a new laptop. Instead of considering the specifications or reading detailed reviews, you recall a friend's positive experience with a particular brand. That memory alone convinces you to buy the same model. This is a classic case of the Exemplar Heuristic.
Behavioral Dynamics: Dynamics of Behavior Over Time
Think about a customer who initially buys a basic model of a product but gradually upgrades to more advanced versions as they become more familiar and confident with the brand. This shift in behavior over time illustrates the concept of Behavioral Dynamics.
Cascade Effect: Amplified Beliefs Through Social Influence
Picture this: You’re at a party, and one person starts talking about a new movie they just saw. Soon, more people join in, sharing their excitement or disappointment, and before you know it, the entire room is either praising or criticizing the film. This is an example of the Cascade Effect.
Cognitive Closure: Desire for Firm Answers Impacting Customer Satisfaction
Imagine you’re shopping for a new smartphone, and after hours of comparing options, you finally make a decision. The relief and satisfaction you feel after making the choice are due to your need for Cognitive Closure.
Proactive Interference: Difficulty in Learning New Information Due to Old Information
Imagine trying to learn a new password for an account, but your mind keeps reverting to the old password you’ve used for years. The struggle you experience is an example of Proactive Interference.
Behavioral Heuristic: Simplified Decision Making Based on Behaviors
Picture this: You’re shopping online, and you quickly choose a product because it has a "best-seller" tag. You don’t spend much time comparing options because that label signals to you that it’s a popular and reliable choice. This scenario exemplifies the Behavioral Heuristic.
Temporal Contrast Effect: Judging Time Periods by Comparison
Imagine you’ve just finished a week of intense work, followed by a leisurely weekend. The relaxation of the weekend feels even more satisfying because it contrasts sharply with the hectic week you had. This is an example of the Temporal Contrast Effect.
Clustering Effect: Seeing Patterns in Random Events
Imagine you’re flipping a coin, and it lands on heads five times in a row. You might start to believe that the coin is biased or that a pattern is emerging, even though each flip is independent and random. This is an example of the Clustering Effect.
Social Influence: Impact of Others on Customer Decisions
Imagine you’re at a restaurant with friends, and everyone is raving about a particular dish. Even if you were considering something else, you might feel inclined to order that same dish, simply because of the strong recommendations from those around you. This is an example of Social Influence.
Pluralistic Ignorance: Belief That Others Disagree When They Do Not
Imagine sitting in a meeting where everyone seems to agree with a decision, but deep down, you’re not sure if it’s the right choice. You might assume that others are confident in the decision, even if you’re hesitant. This situation illustrates Pluralistic Ignorance.
Regulatory Focus Theory: Promotion vs. Prevention Focus in Customers
Imagine you’re deciding whether to take a job that promises high rewards but also comes with significant risks. You might focus on the potential gains and the excitement of new opportunities (promotion focus), or you might worry about the risks and prefer to stay with a safer, more predictable option (prevention focus). This decision-making process is guided by Regulatory Focus Theory.
Justification of Effort: Valuing Outcomes Based on Effort Invested
Imagine spending hours assembling a piece of furniture. Despite the time and effort, you feel a sense of accomplishment and satisfaction once it’s completed, even if the final product isn’t perfect. This feeling is a result of the Justification of Effort.
Parsimony Bias: Preference for Simple Explanations
Think about the last time you heard a complex explanation for something and then compared it to a simpler one. Chances are, you found the simpler explanation more convincing and easier to understand. This preference is driven by Parsimony Bias.
Safety Heuristic: Preference for Safe Options
Imagine you’re choosing between two vacation destinations—one known for its calm beaches and friendly locals, and the other for its thrilling adventure activities but also a higher risk of unpredictable weather. You decide to go with the calmer, safer option. This decision is driven by the Safety Heuristic.
Fairness Bias: Preference for Fair Outcomes
Imagine you're dining at a restaurant and notice that another table, which ordered after you, receives their food first. This seemingly unfair situation might upset you, even if your meal arrives shortly afterward. This reaction is rooted in Fairness Bias.
Primacy Bias: Overemphasis on Initial Information
Imagine reading a product description and forming a strong opinion based on the first few sentences, with everything you read afterward having less influence. This tendency is known as Primacy Bias.
Information Heuristic: Relying on Available Information
Imagine choosing a restaurant for dinner based solely on the few reviews you quickly scanned online, without diving deeper into other potential options. This is an example of the Information Heuristic in action.
Forgetting Curve: Decline of Memory Retention Over Time
Imagine attending a workshop where you learn something new, only to realize a few days later that you can barely remember the details. This gradual loss of information is known as the Forgetting Curve.
Impression Formation: First Impressions and Lasting Customer Perceptions
Think about meeting someone new, and within moments, forming an opinion about them that tends to stick, regardless of what you learn later. This rapid judgment is a result of Impression Formation.
Evaluation Bias: Preferences Based on Evaluations
Picture a scenario where you’re choosing between two products, and you end up selecting the one with the higher ratings or more reviews, even if you know little about its actual quality. This tendency is driven by Evaluation Bias.
Frequency Validity Effect: Frequent Information Seen as More Valid
Imagine hearing the same message repeatedly—whether it’s an advertisement, a review, or a piece of advice. Over time, you start to believe it more, not necessarily because of its truthfulness, but because of its frequency. This phenomenon is known as the Frequency Validity Effect.
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