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The Experience-Based Differentiation self-test

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MARC record
Tag12Value
LDR  00000cam a22000004b 4500
001  MAP20089003846
003  MAP
005  20191202112022.0
008  070907s20072011usa|||| ||||||eng d
035  ‎$a‎MAP20070004135
040  ‎$a‎MAP‎$b‎spa‎$d‎MAP
084  ‎$a‎922.112.1
1001 ‎$0‎MAPA20080180690‎$a‎Temkin, Bruce D.
24510‎$a‎The Experience-Based Differentiation self-test‎$c‎Bruce D. Temkin with Steven Geller
260  ‎$a‎Cambridge‎$b‎Forrester Research, Inc.‎$c‎2007
300  ‎$a‎6 p.‎$b‎graf
4901 ‎$a‎Trends
520  ‎$a‎Forrester introduced the concept of Experience-Based Differentiation (EBD), which builds on three principles: obsess about customer needs, not product features; reinforce brands with every interaction, not just communications; and treat customer experience as a competence, not a function. To gauge how far along firms are in their journey towards EBD, we developed a self-test for each of these principles. To get the most out of these diagnostic tools, firms should take the tests, share the results, discuss the implications, and make plans to improve the scores over time
650 1‎$0‎MAPA20080551636‎$a‎Marketing
650 1‎$0‎MAPA20080615307‎$a‎Satisfacción del cliente
650 1‎$0‎MAPA20080614126‎$a‎Fidelización de clientes
650 1‎$0‎MAPA20080593483‎$a‎Servicio al cliente
650 1‎$0‎MAPA20080606091‎$a‎Estrategia empresarial
7001 ‎$0‎MAPA20080099305‎$a‎Geller, Steven
7102 ‎$0‎MAPA20080436582‎$a‎Forrester
830 0‎$0‎MAPA20080502003‎$a‎Trends