Advanced Search

Save Or Share This Report

For Customer Experience Professionals

The Experience-Based Differentiation Self-Test

February 7, 2007


  • By Bruce D. Temkin
  • with Steven Geller

Why Read This Report

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.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Timely and relevant, Forrester's RoleView research aligns to 13 leadership roles across business and technology management. Our expertise in customer experience, mobile, digital business, and big data will help your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($499 USD).


Recommended Research