The Experience Mindset

Changing the Way You Think About Growth

By: Tiffani Bova, Tom Peters - foreword

Narrated by: Tiffani Bova, Kaleo Griffith

Length: 6 hrs and 30 mins

Publisher's summary

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 Audio

Critic reviews

“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

Great listen The balancing act and better together story of technology, automation and human.

Formatted with key takeaways and questions to ask, reinforces the concept. Confirming investment in employees & their satisfaction results in more than CX improvements. Solid simplified concepts woven into real examples to show the true results across organizations. Many complex concepts around business, change management and organizational turnaround are boiled into digestible chunks. This is must read for all levels and roles in organizations regardless of industry to rethink the balance of ingredients required to succeed.

Incredible framework on building a strong EX

Tiffani articulates really well having a strong EX foundation will drive and grow customer growth. There are great examples and powerful stories to demonstrate the value of EX.

A better path to growth

Growth at-all-costs has been the mindset for so long, but what if there was a better way to achieve long term and sustainable growth without the cost to your best assets? What if you could increase the employee and customer experience and thereby increase the contentment and retention of both of these valuable and costly to replace assets? If your employees aren't well taken care of they won't be company and brand loyal. If employees aren't how can you expect your customers to be?

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.

Everything needed w/case stories w/o unnecessary fluff

Great Employee Experience and Great Customer Experience are two peas in a pod. This intuitive and perhaps obvious, but getting EX programs funded is perpetually a challenge without research driven, quantifiable proof and referenceable household brands which have blazed the trail before.

Tiffani provides both of those missing pieces in this book in a way that enables both EX and CX professionals to win, together.

A must read for all CEOs and Leaders.

We know Employee(Team member) experience aligns with customer experience. The way Tiffani lines up research, experience and key actionable takeaways makes this book a must read for all CEOs and leaders.

A Different Way to Think

I’m a Tiffani fan admittedly and dove into this book thinking it was about the customer experience and expectating to learn some new ideas to help my clients. We’ll, I was surprised and pleased at what I learned. I highly recommend that every CEO read this book.

Accessible Read Packed with Valuable Information

I recently picked up "The Experience Mindset" and was pleasantly surprised by how accessible and engaging the book is. Tiffani Bova has a way of breaking down complex ideas into digestible, relatable stories and insights. Her examples are vivid and pulled from a wide range of industries, making the lessons applicable to those interested in improving their business acumen.

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.