The co-op bookstore for avid readers
Book Cover for: The Experience Mindset: Changing the Way You Think about Growth, Tiffani Bova

The Experience Mindset: Changing the Way You Think about Growth

Tiffani Bova

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.

Book Details

  • Publisher: Portfolio
  • Publish Date: Jun 6th, 2023
  • Pages: 288
  • Language: English
  • Edition: undefined - undefined
  • Dimensions: 9.00in - 6.30in - 1.10in - 1.05lb
  • EAN: 9780593542699
  • Categories: Organizational DevelopmentManagement - GeneralCustomer Relations

About the Author

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: //

Praise for this book

Praise for The Experience Mindset

"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

"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."
--Amy Edmondson, Professor, Harvard Business School, and author of The Fearless Organization

"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."
--Keith Ferrazzi, #1 New York Times bestselling author and executive team coach

"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!"
--Liz Wiseman, New York Times bestselling author of Multipliers and Impact Players

"Tiffani has done it again! The expert in business growth, Bova provides a powerful guide to achieving long-lasting success through a more engaged and productive workforce."
--Dr. Marshall Goldsmith, #1 New York Times bestselling author of What Got You Here Won't Get You There

"Too many books dwell on strategy with no clear path to action. This book gives you a new way to see what drives growth and an action plan to deliver it at your company."
--Ram Charan, CEO advisor, coauthor of Execution and Leading With Inflation

"Practical and enlightening, this book gives you the daily tools you need to complete the missing piece of the growth puzzle: improving employee experience."
--Arianna Huffington, Founder & CEO, Thrive Global

"If you run an organization or if you work for one (and isn't that pretty much all of us?) you need to read this book. Tiffani Bova's research answers some of the most pressing questions of our time, including why there is so much churn in our labor markets, why the customer isn't always right, and why technology hasn't necessarily improved things for regular workers."
--Rita McGrath, author of Seeing Around Corners and Professor at Columbia Business School

"Very few business thought leaders can match Tiffani Bova's combination of deeply researched insights, real life experience, and compelling storytelling. Everyone who manages anyone - from middle managers up to CEOs should read, study, and internalize The Experience Mindset."
--Laura Gassner Otting, Washington Post bestselling author of Limitless

"The scourge of modern business is reductionism, the belief that a business can only focus on and optimize one thing. In this groundbreaking book, Tiffani Bova blows a hole in that shallow logic by showing how the most successful companies focus simultaneously and equivalently on customer AND employee experience. This terrific book is full of practical insights for tossing aside prevailing management dogma to achieve unique success."
--Roger Martin, #1 ranked management thinker and bestselling author

"Experience really is everything! Tiffani Bova has a knack of cutting through the reams of research, the jungle of verbiage, and our habitual faith in complexity, to get to the very heart of what business and organizations are all about -- or should be: their people."
--Stuart Crainer and Des Dearlove, founders of Thinkers50

"What do the best companies in the world have in common? An employee experience and customer experience that works in harmony. This book shows you how to marry these seemingly disparate experiences and align your company around one growth-oriented philosophy: an Experience Mindset."
--Deanna Singh, author of Actions Speak Louder and Chief Change Agent, Flying Elephant