“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
Building an Experience Mindset
If companies were to stop and take the time to truly deconstruct the greatest areas of employee dissatisfaction, they could begin to fix these issues and show progress and good faith to the employees. They could start improving EX. And in return, CX will improve as well. The benefits are real:
- 69% of employees say they’d work harder if they were better appreciated.
- Companies that excel at customer experience have 1.5x more engaged employees than companies with a record of poor customer experience.
- 61% percent of employees agree that their primary employer needs to do a better job of listening to their feedback.
- On average, 62% of employees agree that they would work harder if their primary employer treated them better.
- Employees most committed to their organizations put in 57% more effort on the job —and are 87% less likely to resign— than employees who consider themselves disengaged.
- 81% of employees and 58% of HR managers say, “creating and sustaining a positive culture.”
“We are treating our employees as customers,” Allstate CEO Tom Wilson says. “They don’t pay you in dollars, but in hard work.”
THE BEST BUSINESS BOOK FOR
LEADERS
DRIVING GROWTH
“This book offers a brilliant framework for maximizing performance improvement for both customers and internal stakeholders alike.”
- VALA AFSHAR
Chief Digital Evangelist, Salesforce
“Once you develop an experience mindset, you'll make every decision with confidence and never lead the same way again.”
- VALA AFSHAR
Chief Digital Evangelist, Salesforce
“Tiffani Bova is exactly right when she writes that employee experience and customer experience are intrinsically linked”
- HUBERT JOLY
Former chairman and CEO of Best Buy and bestselling author The Heart of Business
“This book is an invaluable, data-driven guide for leader 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
“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!”
