How To Strengthen Both The Employee And The Customer Experience In Concert

“The most successful companies are those that adopt an Experience Mindset that strengthens both employee experience (EX) and customer experience (CS) at the same time,” explains Tiffani Bova, author of the new book, The Experience Mindset: Changing the Way You Think About Growth.

The book’s teachings are based on exclusive research from two Salesforce studies of thousands of employees and c-suite executives around the globe, and further validated by hundreds of executive conversations and other industry research.

“The needs and preferences of both customers and employees must be considered with every decision made, large and small – requiring an entirely new operating mentality,” says Bova. “To remain completive in today’s marketplace, investing in people is no longer a nice-to-have, but rather a must have.”

Bova recommends that when companies are attempting to keep up with the relentless demands of customers, that they don’t favor the customer experience over the employee experience.

She says leaders should:

Consider the implications for employees whenever making strategic decisions to improve CX. Because long-term success will only come from creating friction-less and seamless interactions between employees and customers by decreasing the amount of effort both need to put into those interactions.

The research cited in Bova’s book shows these benefits to companies when they take a holistic approach to delivering meaningful experiences for everyone:

Stronger employee and customer brand loyalty and affinity.
A workforce more open to change, including technological.
A better organizational capacity for transformation and innovation.
Closer employee alignment with business goals.
Greater employee satisfaction with leadership.
Personal connection to the vision, values, and culture for both employee and customer.

Finally, the book will teach you how to:

Effectively roll out technology solutions that improve a company’s revenue growth and enhance EX and CS.
What EX levers have the greatest impact on performance and the long-term health of an organization.
What metrics you can use to measure the benefits of this new operating philosophy.

Tiffani Bova

The Experience Mindset is a timely, instructional and highly compelling read for business leaders who want to fully appreciate the benefits of an employee experience and customer experience that work in harmony.

Thank you to the book’s publisher for sending me an advance copy of the book.

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