Forrester Research has released a new research report: “Experience-Based Differentiation”.


Forrester Research has released a new research report: “Experience-Based Differentiation”.

“With more access to information, more sensitivity to price, and less sensitivity to advertising, customers are getting harder to win and keep. Organizations try to woo these empowered consumers with mediocre customer experiences – but it won’t work. Firms need to dramatically raise the bar on the customer experience they provide. How?

By adopting what Forrester calls Experience-Based Differentiation (EBD). This enterprisewide effort focuses on three principles: obsess about customer needs; reinforce brands with every interaction; and treat customer experience as a competence, not a function. To succeed with EBD, firms must commit to a multi-year journey. That’s why firms need to make this one of their top corporate initiatives. We expect EBD to make fast inroads in financial services, healthcare, and travel industries.” [source]

The Forrester report includes the following figures in PowerPoint and/or Excel spreadsheet format:

– Figure 1: Consumers Are Becoming Tougher To Satisfy

– Figure 2: Web Sites Don’t Deliver The Right Experience

– Figure 3: New Technologies Will Enable New Customer Experience Capabilities

– Figure 4: Disruptive Customer Experience Strategies

– Figure 5: Experience-Based Differentiation.

Report Price: $299.00

Report Length: 22 pages

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Forrester Research Report: Experience-Based Differentiation

About Forrester Research

Forrester Research is an independent technology and market research company. Forrester provides pragmatic and forward-thinking advice about technology’s impact on business and consumers.

 

 

 

 

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