“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
Coming JUNE 6, 2023
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
SATISFIED EMPLOYEES MEANS SATISFIED
CUSTOMERS, WHICH LEADS TO PROFITABILITY.
Today’s overemphasis of the customer experience came at the expense of the employee experience…so it should surprise no one that employees have abandoned companies in droves. To achieve growth, the new mindset leaders need is one that manages both the employee experience (EX) and customer experience (CX) at the same time from the top down.
What needs changing?
- In most companies, no one is responsible for the most critical elements of employee experience.
- The sorry state of application integration – nobody owns that, either (only 29% of apps are integrated).
- The pitfall of seeing employees as a cost rather than a potential source of new revenue growth.
As we move to an experience economy, the interactions are what creates value (see Erich Joachimsthaler on what he calls the “interaction field” and Ron Adner on ecosystems).
You fill in a super important piece of the puzzle.
Ultimately, The Experience Mindset is about fully maximizing the leverage points between a strong employee experience and customer experience to create a virtuous cycle of momentum that leads to significantly better growth rates. It is a new operating model and an intentional, holistic approach that considers both employee experience and customer experience when making decisions for a company. By strategically pursuing an exceptional, balanced experience for ALL stakeholders, you achieve a sum greater than its parts, magnifying growth many times over.
GLOBAL GROWTH EVANGELIST,
SALESFORCE BUSINESS STRATEGIST,
AUTHOR, KEYNOTE SPEAKER
TIFFANI BOVA is the global customer growth and innovation evangelist at Salesforce, and the Wall Street Journal bestselling author of Growth IQ. Over the past two decades, she has led large revenue-producing divisions at businesses ranging from start-ups to the Fortune 500.
As a Research Fellow at Gartner, her cutting-edge insights helped Microsoft, Cisco, Salesforce, Hewlett-Packard, IBM, Oracle, SAP, AT&T, Dell, Amazon-AWS, and other prominent companies expand their market share and grow their revenues. She has been named one of the Top 50 business thinkers in the world by Thinkers50 twice.
She is also the host of the podcast What’s Next! with Tiffani Bova.
“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
Coming JUNE 6, 2023
