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For Customer Experience Professionals

The State Of Experience-Based Differentiation

Self-Assessments Show US Firms Are At The Beginning Of The Journey

February 19, 2008


  • By Bruce D. Temkin
  • with Olga Melnikova,
  • Steven Geller

Why Read This Report

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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Table of Contents

  • The State Of Experience Based Differentiation In 2008

  • Make The Most Out Of The EBD Self-Test

  • It's Time To Chart Your Course To EBD
  • Related Research Documents