
The Experience Mindset
Changing the Way You Think About Growth
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Narrado por:
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Tiffani Bova
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Kaleo Griffith
A 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.
©2023 Tiffani D. Bova (P)2023 Penguin AudioListeners also enjoyed...




















Reseñas de la Crítica
“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.”—Vala Afshar, Chief Digital Evangelist, Salesforce
“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.”—Horst Schulze, Co-founder and Former President, The Ritz-Carlton Hotel Company
“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.”—Hubert Joly, former chairman and CEO of Best Buy, and bestselling author The Heart of Business
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Great listen The balancing act and better together story of technology, automation and human.
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Creating a great employee experience (EX) and customer experience (CX) seems like it should be a no-brainer, but it's not. In January 2024 a Gallup study was released stating that unhappy employees cost US companies $1.9 trillion. That doesn't sound like growth to me, that sounds very costly and companies don't realize is how costly it is. Bova's research shares many stories, insights, and hard number facts that show that companies that prioritize EX and CX have more sustainable growth and loyal employees and customers. She also shares great insights into how companies are making these changes and becoming increasingly successful and profitable because of it.
Trying to convince your company of the need for change or just trying to figure out how to do it right from the onset? Pick up this book for guidelines to great EX and CX and gather the proof points you need for great arguments for spending time, energy, and resources on better employee and user experience.
A better path to growth
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Incredible framework on building a strong EX
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Tiffani provides both of those missing pieces in this book in a way that enables both EX and CX professionals to win, together.
Everything needed w/case stories w/o unnecessary fluff
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A must read for all CEOs and Leaders.
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A Different Way to Think
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Bova's emphasis on how one approaches the concepts of employee experience (EX) and customer experience (CX) at a fundamental level encouraged me to think more creatively and empathetically about how I engage with customers and employees in my work. The Experience Mindset is a great resource offering valuable perspectives that can benefit anyone looking to elevate their approach to the employee/customer experience.
Accessible Read Packed with Valuable Information
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