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For Customer Experience Professionals
(Length: 6 pages)
February 7, 2007 The Experience-Based Differentiation Self-Testwith Steven Geller Executive Summary (This is a document excerpt)Forrester introduced the concept of Experience-Based Differentiation (EBD), which builds on three principles: obsess about customer needs, not product features; reinforce brands with every interaction, not just communications; and treat customer experience as a competence, not a function. To gauge how far along firms are in their journey towards EBD, we developed a self-test for each of these principles. To get the most out of these diagnostic tools, firms should take the tests, share the results, discuss the implications, and make plans to improve the scores over time. Buy Risk-FreeDownload and print PDF immediately. Price: US $499 Our Money-Back Guarantee: If you are not completely satisfied, return it for a full refund within three weeks of your online purchase. Already a Forrester Client?
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Archived Teleconference:
Service Versus Low Prices: The Battle For Loyalty
Original air date: Friday, October 16, 2009
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