Vendor
	Mohrbooks Literary Agency Sebastian Ritscher
Original language
English
Categories
Political economy
Weblink
https://www.tiffanibova.com/

THE EXPERIENCE MINDSET

Tiffani D. Bova

Changing the Way You Think About Growth

From the Wall Street Journal bestselling author of GROWTH IQ comes this new 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 customer growth and innovation evangelist at Salesforce, and the Wall Street Journal bestselling author of Growth IQ. Over the past two decades, she was an executive that led large revenue-producing divisions at businesses ranging from start-ups to the Fortune 500. As a Research Fellow at Gartner, her cutting-edge insights helped Microsoft, Cisco, Salesforce, Hewlett-Packard, IBM, Oracle, SAP, AT&T, Dell, Amazon-AWS, and other prominent companies expand their market share and grow their revenues. She has been named one of the Top 50 business thinkers in the world by Thinkers50 twice.

Available products
Book Published 2023-05-30 by Portfolio
Book Published 2023-05-30 by Portfolio

Comments

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.

The saying should go, "Happy employee, happy customer!" Tiffani Bova is exactly right when she writes that employee experience and customer experience are intrinsically linked. As she demonstrates, unleashing human magic leads to improbable results. Let this book be your guide.

Growth guru Tiffani Bova makes a compelling case that 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!

Implementing a positive employee experience and a positive customer experience takes wisdom and persistence. Fortunately, Tiffani Bova has both. This book is an invaluable, data-driven guide for leaders who are serious about growth.

Arabic: Jarir ; Chinese (simpl.): Cheers Publishing ; Korean: Dasan Books

At a time when companies are focused on digital transformation, many leaders forget to consider the impact this change has on employees. This book offers a brilliant framework for maximizing performance improvement for both customers and internal stakeholders alike.

This simple philosophy guided our growth at The Ritz Carlton Company and it can guide yours too. Once you develop an experience mindset, you'll make every decision with confidence and never lead the same way again.