Psychology of CX: 101 Principles

1. Experience Design & Flow

1.1. 57. Friction Breeds Frustration

1.2. 58. The Power of Familiarity

1.3. 59. The Control Paradox

1.4. 60. The Effort Paradox

1.5. 61. Effortless Experiences

1.6. 62. Anticipatory Design

1.7. 63. Anticipation Is Part of the Experience

1.8. 64. The Psychology of Waiting

1.9. 65. Expectation Management

1.10. 66. The Peak-End Rule

1.11. 67. Experience Sculpting

1.12. 68. Context Switch

1.13. 69. Customers Crave Closure

1.14. 70. The Power of Micro-Moments

1.15. 71. The Surprise Factor

1.16. 72. The Von Restorff Effect

1.17. 73. The Labor Illusion

2. Choice Architecture & Persuasion

2.1. 74. The Scarcity Spectrum

2.2. 75. The Decoy Effect

2.3. 76. The Generation Effect

2.4. 77. Ease of Justification

2.5. 78. The Confidence Gap

2.6. 79. The Personalization Illusion

2.7. 80. The Gratification Gap

2.8. 81. The Contextual Relevance Effect

2.9. 82. Framing Frustration as Opportunity

2.10. 83. Customers Remember Pain More Than Pleasure

2.11. 84. The Sunk Cost Fallacy

2.12. 85. The Contrast Effect

2.13. 86. Consent

2.14. 87. Algorithm Transparency

2.15. 88. Privacy Paradox

3. AI & Digital Psychology

3.1. 89. The Human-AI Psychology Principle

3.2. 90. Hybrid Interaction Optimization

3.3. 91. Digital Empathy Design

3.4. 92. Automation Anxiety

3.5. 93. Competence Signaling Principle

3.6. 94. The AI Personality Paradox

3.7. 95. The Algorithmic Transparency Sweet Spot

3.8. 96. The Handoff Psychology Problem

3.9. 97. Predictive Comfort Zones

3.10. 98. AI Empathy Calibration Principle

3.11. 99. AI Error Psychology

3.12. 100. Cross-Generational AI Psychology

3.13. 101. The Agency Preservation Principle

4. Cognitive & Mental Processing

4.1. 1. Cognitive Fluency

4.2. 2. The Clarity Anchor

4.3. 3. Attention is the New Currency

4.4. 4. Customers are Cognitive Misers

4.5. 5. Cognitive Load Distribution

4.6. 6. Anchoring

4.7. 7. Confirmation Bias

4.8. 8. Salience Bias

4.9. 9. The False Consensus Effect

4.10. 10. Attribution Bias

4.11. 11. Negativity Bias

4.12. 12. The Default Bias

4.13. 13. Decision Fatigue

4.14. 14. Choice Overload

4.15. 15. Cognitive Dissonance

4.16. 16. The Subtle Art of Framing

4.17. 17. The Priming Effect

4.18. 18. Predictive Processing

5. Emotional & Social Dynamics

5.1. 19. The Power of Empathy

5.2. 20. Emotional Contagion

5.3. 21. The Mirror Neuron Effect

5.4. 22. Emotional Granularity

5.5. 23. Empathy Triggers

5.6. 24. The Role of Trust

5.7. 25. The Trust Ladder

5.8. 26. Progressive Trust

5.9. 27. The Social Proof Shortcut

5.10. 28. Identity Alignment

5.11. 29. The Mirror Effect

5.12. 30. The Belonging Signal Effect

5.13. 31. Identity Threat Response

5.14. 32. Status and Belonging

5.15. 33. The Halo Effect

5.16. 34. The Halo Collapse

5.17. 35. The Authority Effect

5.18. 36. The Reciprocity Effect

5.19. 37. Customers Remember How You Make Them Feel

6. Motivation & Engagement

6.1. 38. The Dopamine Effect

6.2. 39. Loss Aversion

6.3. 40. Psychological Momentum

6.4. 41. The Zeigarnik Effect

6.5. 42. The Fresh Start Effect

6.6. 43. The Endowed Progress Effect

6.7. 44. The Commitment Escalation

6.8. 45. The Foot-in-the-Door Effect

6.9. 46. The Consistency Principle

6.10. 47. Effort Valuation

6.11. 48. The IKEA Effect

6.12. 49. The Cognitive Investment Principle

6.13. 50. Curiosity Drives Engagement

6.14. 51. The Intention-Action Gap

6.15. 52. Reactance Bias

6.16. 53. Personal Relevance Principle

6.17. 54. Subscription Psychology

6.18. 55. The Competence Cascade Effect

6.19. 56. The Pygmalion Effect