Wall Street Journal Bestseller!
From the bestselling author of Growth IQ comes a guide to enhancing customer and employee experience simultaneously for unprecedented revenue growth
In the war for customer acquisition, businesses invest millions of dollars to improve customer experience. They deliver packages faster, churn out new products, and endlessly revamp their UI, often putting greater strain on employees for diminishing returns. According to Tiffani Bova, this siloed focus on customer experience – without considering the impact on your staff – actually hinders growth in the long run. The most successful companies adopt an Experience Mindset that strengthens both employee experience (EX) and customer experience (CX) at the same time.
Based on exclusive research from two Salesforce-sponsored studies of thousands of employees and c-suite executives, The Experience Mindset details exactly how your company can adopt an Experience Mindset, at scale. It’s not enough to know that happy employees equals happy customers. You must have an intentional, balanced approach to company strategy that involves all stakeholders – IT, Marketing, Sales, Operations, and HR – with KPIs and ownership over outcomes. In this ground-breaking book, filled with case studies of leading companies and never-before-seen research, you’ll learn:
- How people, processes, technology, and culture contribute to the “virtuous cycle” of EX and CX.
- Why the best companies have programs that minimize the customer’s effort as well as the employee’s effort (and how companies like Southwest and Best Buy get this right)
- How to effectively roll out technology solutions that boost both EX and CX (hard truth: only 20% of customer-facing employees believe technology makes their job easier. Employees want a seamless technology experience, just like your customers.)
- What metrics you can use to measure EX, CX, and ultimately, the effect of the two together. You can’t improve what you can’t measure.
Employees are the heart of your business. If you want to remain competitive in today’s marketplace, investing in people is no longer a nice-to-have, but rather a must have.
Tiffani Bova is the global growth evangelist at Salesforce and the author of the new bestselling book The Experience Mindset: Changing the Way You Think About Growth.
Her previous book Growth IQ was a Wall Street Journal bestseller and has been translated into 10 languages. Bova is ranked on the current Thinkers50’s list of the world’s top management thinkers [twice] and has appeared on MSNBC, Bloomberg, BNN Bloomberg, Cheddar News and Yahoo! Finance. She also contributes her thoughts to publications including Harvard Business Review, Forbes, Entrepreneur, Thrive, MIT Sloan Management Review, Rotman Management Magazine and Duke University Dialogue Review. She frequently is a guest lecturer at Columbia University, Wharton, USC and TCU to name a few.
As host of What’s Next! with Tiffani Bova, a top ranked podcast on iTunes, Bova has interviewed hundreds of thought leaders and executives including Arianna Huffington, Dan Pink, Seth Godin Tom Peters, Marshall Goldsmith, former Best Buy CEO Hubert Joly, former Ritz-Carlton President Horst Schulze, and Square co-founder Jim McKelvey among others.
Bova is a top Twitter influencer in the categories Business Growth, Customer Experience, Digital Transformation, the Future of Work, and Sales. On LinkedIn, she has over 43,000 followers, and was identified as a LinkedIn Top Sales Expert to follow in 2018-2022.
She was named one of Inc. Magazine’s 37 Sales Experts You Need to Follow on Twitter, a Top 100 Women in Tech, a Brand Quarterly Magazine Top 50 Marketing Thought Leader, and one of the most Powerful and Influential Women in California according to the National Diversity Council.
“Once you develop an experience mindset, you’ll make every decision with confidence and never lead the same way again.”
“Tiffani Bova is exactly right when she writes that employee experience and customer experience are intrinsically linked”
“This book is an invaluable, data-driven guide for leader who are serious about growth.”
“The top two issues keeping leaders awake are 1) attracting and retaining great talent and 2) stalled growth. This book gives leaders a playbook to address both challenges with one simple, powerful solution.”
“When managers invest in the employee experience, customer success is a natural and proven byproduct. If you want to improve the experience for your customers and employees alike, read this book!”