Rate Your Customer Experience Skills With The EBD Self-Test

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…

   Experience-Based Differentiation Self-Test

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. 

About Bruce Temkin, CCXP
I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

4 Responses to Rate Your Customer Experience Skills With The EBD Self-Test

  1. Thanks so much for this. This is absolutely brilliant.

  2. Renee Channon says:

    Very cool! I’m excited to see this!

  3. Pingback: Hallazgos y reflexiones sobre la experiencia del cliente « El Blog de José Manuel Castro

  4. Pingback: Customer Experience Management In Europe « Customer Experience Matters

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