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 an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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