The 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.”

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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

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What People Are Saying

“In The Experience Mindset, Tiffani reminds us of the true importance of an outstanding employee experience. Have you heard this from me, from others? Yes. But in this book, Tiffani backs it up with firsthand research, intriguing stories, and her own experience, providing lessons along the way. ”

Author of 20 books, including the bestselling "In Search Of Excellence (1982)", and his latest, "The Compact Guide To Excellence (2022)"

– FOREWORD BY TOM PETERS

“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.”

#1 New York Times bestselling author of What Got You Here Won’t Get You There

– DR. MARSHALL GOLDSMITH

“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.”

CEO advisor, coauthor of Execution and Leading With Inflation

– RAM CHARAN

“Practical and enlightening, this book gives you the daily tools you need to complete the missing piece of the growth puzzle: improving employee experience."

Founder & CEO, Thrive Global

– ARIANNA HUFFINGTON

“Once you develop an experience mindset, you’ll make every decision with confidence and never lead the same way again.”

Chief Digital Evangelist, Salesforce

– VALA AFSHAR

“Tiffani Bova is exactly right when she writes that employee experience and customer experience are intrinsically linked”

Former chairman and CEO of Best Buy and bestselling author The Heart of Business

– HUBERT JOLY

“This book is an invaluable, data-driven guide for leader who are serious about growth.”

Professor Harvard Business School and author of The Fearless Organization

– AMY EDMONDSON

“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.”

#1 New York Times bestselling author and executive team coach

– KEITH FERRAZZI

“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!”

New York Times bestselling author of Multipliers and Impact Players

– LIZ WISEMAN

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Testimonials & Reviews

Tiffani’s already a marquee name in speaking circles … a titan on growth, digital transformation and the customer. She now expands this knowledge ecosystem through her timely new book “The Experience Mindset” to include the Employee. Just took the main stage at our Annual Women’s Leadership Forum on this topic – and received highest, “best-in-show” rating from our discerning audience. Thanks Tiffani!

Betty Corrado

Executive Director & Forum Lead, Alexander Group

In her usual compelling and accessible style, Tiffani Bova bestowed valuable insights to our partners on how to provide a great Customer Experience to their target market, at our flagship annual event – Global Partner Summit. Partners delighted in seeing a choice video clip, key industry research as the basis for her recommendations, and a five-step action plan they can all adopt to align Employee Experience with CX to achieve desired growth.

Cheryl Cook

SVP Global Partner Marketing, Dell Technologies

We had the great opportunity to have Tiffani speak at our Global Sales Meeting and she did not disappoint. Her insights and perspectives resonated very well with our team and she was able to bring real world examples that challenged everyone’s thinking. The overwhelming feedback after the event was that everyone walked away with helpful tips and actions to improve their selling and customer engagement efforts.

Gary Marks

President, Opengear

Tiffani was a great addition to our event—beyond expectations! She offered insights and perspective that connected the customer experience with the employee experience and challenged our attendees to take her words home with them and integrate them into their businesses. She offered real advice on transforming traditional HR departments into assets that can help shape a company’s vision and direction. I was particularly impressed that Tiffani adapted her remarks, and the case studies she highlighted, to our audience and our industry. One of the highlights of our conference.

Steve Mister

President & CEO Council for Responsible Nutrition

Rapid changes in technology, a 24 hours news cycle, more informed consumers and the general chaos of life in 2018 can pull us in many non productive directions. The path to growth is always murky. In this book, Tiffani clears the path and our line of sight with hard won wisdom and stories that bring her growth lessons to life. I bought the book as the next most logical book for me to buy and didn’t put it down once it landed at my house. Far from another business book, it is a colorful and engaging reference manual for those who really want to grow their business. You will find yourself referring back to it routinely–I have.

Glenn Davis Sr Vice President, Growth, Optum

Verified Amazon.com Review

Tiffani Bova is consistently one of the highest rated and most popular speakers at the Microsoft Worldwide Partner Conference (WPC), offering partners insights into the road ahead. She is Gartner’s Distinguished Analyst and a recognized thought leader in the current state of IT Channels worldwide and will bring a wealth of knowledge with an international perceptive to our Australian partners. We’re thrilled to have someone of Tiffani’s caliber join us for APC 2015.

Phil Goldie

Microsoft director of partner business and development, ANZ

This book captures the essence of how to consistently grow an enterprise through relentless customer focus… Tiffani Bova is the quintessential story teller… leading us through a framework that gives structure to our growth strategy. As a founder some of these things are innate… but this book is a valuable tool to inspire my leaders throughout each of our businesses. It made me giggle too, I remember my CFO asking (as we hit our growth stride)… “what is it that worked?” The answer of course is everything. We are in the 1% game now, looking and seeking growth of 1% from each of our initiatives – combined they deliver double digit growth annually. Thanks Tiffani for writing this down… a guide book for all leaders to inspire those around them.

Naomi Simson

Shark – Shark Tank Australia, Founder Of Redballoon, Cofounder Of Big Red Group

This session is exceptional. Tiffani was a highly skilled professional whom could teach many of us on this topic. This presentation is well paced, thought out and clear. I plan to watch this again on my own time and link to any external resources she cites in her work to learn more on this topic to share within my organization.

As Seen In

The Experience Mindset

The Experience Mindset

The Experience Mindset

—Vala Afshar, Chief Digital Evangelist, Salesforce