The Experience-Based Differentiation Self-Test

February 7th, 2007

Bruce Temkin

With contributor:

Steven Geller

Summary

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.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.