Rate Your Customer Experience Skills With The EBD Self-Test November 8, 2007
Posted by Bruce Temkin in Customer experience, Experience-Based Differentiation.trackback
At today’s World Usability Day Event in New York, I presented on one of my favorite topics: Experience-Based Differentiation (EBD) which has turned out to be a very popular concept. During the presentation, I discussed an EBD self-test that I had created — and promised to make it available on my blog. So here’s the .pdf that you can download…
My advice is to:
- Take it. Everyone involved in customer experience transformation efforts should take the self-test and develop their personal view of the company’s current location in its EBD journey.
- Compare it. Teams should share their individual results and identify any major differences. Why is this valuable? Because if these differences of opinion aren’t surfaced early in the process they can cause alignment problems down the road.
- Discuss it. Use the results, both similarities and differences, as the basis for an active discussion about priorities. Where should the company focus its efforts?
- Improve it. EBD represents a significant makeover for most firms. So it will take time to achieve. Use the self-test as a guide along the way, always asking the question: “Are we improving our EBD proficiency?”
The bottom line: Use the self-test to start your EBD journey.
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