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. 

Written by 

I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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