The Experience Mindset.
How to develop an Experience Mindset, which considers both the customer and the employee experience, to grow our business with Tiffani Bova. The fastest way to get customers to love your brand is to get employees to love their jobs.
Tiffani Bova is the global customer growth and innovation evangelist at Salesforce, and the Wall Street Journal bestselling author of “Growth IQ”. Her new book is “THE EXPERIENCE MINDSET: Changing the Way You Think About Growth”.
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.
Tiffani lives in Los Angeles, California.
The Experience Mindset:
- You spent much of your early career in Sales and Sales Management. What do you think are the keys to becoming a great salesperson?
- Global Growth and Innovation Evangelist at Salesforce? Briefly explain what you are responsible for in this role.
- “THE EXPERIENCE MINDSET: Changing the Way You Think About 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.”
- Please introduce what you mean by The Experience Mindset.
- Why the need for increased focus on the employee experience (EX) and customer experience (CX) at the same time?
- Please share an example of how the lack of an “experience mindset” can negatively impact a business?
- What does it look like when a small business has and focuses on developing the “experience mindset”?
- How does an “increased focus on EX magnify growth many times over, increasing revenue and profits by more than 50 percent”?
- Please share some thoughts on how to effectively roll out technology solutions that boost both EX and CX.
- What are your high-level thoughts on how AI (i.e. ChatGPT) will impact small business?
- What can small businesses owners learn from this? How do I apply this Mindset to a very small business?
- “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.”
- In your book your share it starts with the C-suite, so for small businesses owners it obviously starts with the owners and leaders.
- How do I know if I am prioritizing CX at the expense of EX?
- How can I start developing an experience mindset immediately to help me grow my small business?
Episode Host: Henry Lopez is a serial entrepreneur, small business coach, and the host of this episode of The How of Business podcast show – dedicated to helping you start, run and grow your small business.
More about the book – “The Experience Mindset”:
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.
Books mentioned in this episode:
[We receive commissions for purchases made through these links (more info)].
- The Experience Mindset: Changing the Way You Think About Growth by Tiffani Bova
- In Search of Excellence: Lessons from America’s Best-Run Companies by Thomas J. Peters and Robert H. Waterman Jr.
- Purple Cow: Transform Your Business by Being Remarkable by Seth Godin
- Art of the Start 2.0: The Time-Tested, Battle-Hardened Guide for Anyone Starting Anything by Guy Kawasaki Guy Kawasaki
- The Lean Startup: How Today’s Entrepreneurs Use Continuous Innovation to Create Radically Successful Businesses by Eric Ries
- Wonderhell: Why Success Doesn’t Feel Like It Should . . . and What to Do About It Hardcover by Laura Gassner Otting
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