February 19, 2008
The State Of Experience-Based Differentiation
Self-Assessments Show US Firms Are At The Beginning Of The Journey
This is the second document in "The State Of Customer Experience In 2008" series.
with Olga Melnikova, Steven Geller
Executive Summary (This is a document excerpt)
Forrester introduced Experience-Based Differentiation (EBD) as the model for customer experience excellence. To find out how far firms are along the path to EBD, we asked 287 customer experience decision-makers about their firms' capabilities in the three key areas of EBD: 1) Obsess about customer needs; 2) reinforce brands with every interaction; and 3) treat customer experience as a competence, not a function. It turned out that most firms, especially larger firms, received poor ratings in our EBD self-test. Companies should use the self-test to chart their path toward EBD.
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What It Means
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Forrester surveyed customer experience decision-makers at 287 US firms with annual revenues of at least $500 million. Related Research Documents
February 7, 2008
October 3, 2007
February 8, 2007
January 2, 2007 |
The State Of Experience Based Differentiation In 2008
Large Firms Fall Behind On The EBD Journey Find Documents In Related CategoriesThis document falls under the following categories. Click on a link below to find similar documents.
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Original air date: Friday, October 16, 2009
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