The Experience Mindset: Changing the Way You Think about Growth - Hardcover

by Tiffani Bova (Author), Tom Peters (Foreword by)

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.

Author Biography

Ranked for the last four years in the Top 50 business thinkers in the world by Thinkers50, Tiffani Bova is a leading thinker who Forbes says "reshapes our perception of growth."

As both a practitioner and academic she offers a unique perspective and has helped lead the tech industry through several evolutions over her nearly 30-year career as Salesforce's former Growth and Innovation Evangelist, and previously as a Research Fellow at Gartner and a sales, marketing and customer service executive for start-ups and Fortune 500 companies. She is the author of two Wall Street Journal bestsellers: GrowthIQ and The Experience Mindset.

While at Gartner, her forward-looking insights and guidance helped some of the largest technology companies in the world including Microsoft, Cisco, Salesforce, Hewlett-Packard, IBM, Oracle, SAP, AT&T, Dell, Amazon-AWS, expand their market share and grow their revenues. She was a trusted advisor to multiple senior executives who were responsible for shifting from on-premise to as-a-service business models resulting in new billion-dollar divisions.

In the late 90's and early 2000s she was a pioneer of cloud computing, she previously led direct and indirect sales, marketing and customer service for two of the largest web-based start-ups in the US and spearheaded a newly formed division of a Fortune 500 company to $300 million in revenue over two and a half years.

Tiffani has been featured in Harvard Business Review, Fortune, Fast Company, Bloomberg, MSNBC-TV, Yahoo Finance, INC and Forbes. She is also the host of the podcast What's Next! with Tiffani Bova. More info here: https: //www.tiffanibova.com/