How To Strengthen Both Your Customer And Employee Experience In Tandem

“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.

Comments

What Business Leaders Need To Know About AI

Mastering AI by Jeremy Kahn is absolutely a must-read for every business leader who wants to better understand the history and evolution of AI (Artificial Intelligence), and more important, the promise and perils of AI for businesses and society. Even if you think you have a basic understanding of AI, this book is an essential resource for you. That is because Kahn delivers not only a timely, thorough and thought-provoking examination of AI’s benefits to humanity as well as its potentially chilling dangers, but also and vitally, a declaration for how we should proceed as AI evolves. Reading Mastering AI reminded me of the popular The Popcorn Report by Faith Popcorn – where in 1992 she identified and forecasted trends to chart the future's impact on our businesses, our lives, and our world. Similarly, Fortune magazine journalist, Kahn, draws on his expertise and extensive contacts among the companies and scientists at the...

Great Business Quote

Here's a great quote from author and speaker Harvey Mackay : "When a person with money meets a person with experience, the person with the experience ends up with the money, and the person with the money ends up with the experience."

How To Unleash Your Full Potential

To accomplish something great, author Matt Higgins says you need to toss your Plan B overboard and burn the boats . “You have to give yourself no escape route, no chance to ever turn back. You throw away your backup plans and your push forward, no longer bogged down by the infinite ways in which we hedge our own successes.” You’ll learn plenty more about what it means to burn the boats, how to unleash your full potential, and how to tear down your barriers to achieving success in Higgins’ new book, Burn The Boats – a business-advice and self-help book. Five of the most powerful takeaways are these according to Higgins: Trust your instincts and reject conventional wisdom : We are the only ones who know the full extent of our gifts, and the paths we are meant to follow. Proprietary insights are the keys to game-changing businesses : you don’t need a unique project to start an empire, just an intuition all your own. Your deepest flaws can be fuel for your g...

Use A Board Of Advisors

David Burkus often provides valuable comments to my various Blog postings, and he's a person who effectively uses a board of advisors, instead of mentors, to help him achieve success. "I've found that in my life, it was easier and more effective to set up a board of advisors," said Burkus, the editor of LeaderLab . "This is a group of people, three to five, that have rotated into my life at various times and that speak into it and help me grow. I benefit from the variety of experience these people have." LeaderLab is an online community of resources dedicated to promoting the practice of leadership theory. Its contributors include consultants and professors who present leadership theory in a practitioner-friendly format that provides easy-to-follow explanations on how to apply the best of leadership theory. Community users can download a variety of research reports and presentations about leadership and leadership versus management. For example, a pr...

How To Improve Your Internal Communication Skills

Here is this week's book recommendation. It's a quick read, yet power-packed with useful tips for communicating effectively -- tips you can start to use tomorrow. And, the eBook is free! As author David Grossman says, "good internal communication gets the message out, but great internal communication helps employees connect the dots between overarching business strategy and their role. When it’s good, it informs; when it’s great, it engages employees and moves them to action. Quite simply, it helps people and organizations be even better." I really found this book useful.

Top Five Factors That Drive Employee Loyalty

A 2010 survey by the Society for Human Resource Management shows that job security is what matters most to employees. And, having that job security helps to keep employees loyal. Okay, that's really not too surprising during these times of high unemployment. Next on the list is benefits . The unstable economy, coupled with rising health care costs, make employer offered benefits more important than ever. Third on the top five list is an employee's opportunity to use his/her skills . When employees feel good about their jobs and their abilities, and clearly know they are contributing to their organization they remain engaged and loyal. In fourth place is an organization's financial stability . Compensation came in fifth on the top five list. Employee pay often is not the most important driver for employee retention. Despite study after study that shows pay is not the top reason employees stay with a company, research results like these often surpris...

5 Tips For Generating Ideas From Employees

Your employees have lots of ideas. So, be sure you provide the forums and mechanisms for your employees to share their ideas with you. Hold at least a few brainstorming sessions each year, as well. And, when you are brainstorming with your employees, try these five tips: Encourage ALL ideas. Don't evaluate or criticize ideas when they are first suggested. Ask for wild ideas. Often, the craziest ideas end up being the most useful. Shoot for quantity not quality during brainstorming. Encourage everyone to offer new combinations and improvements of old ideas.

5 Reasons To Do An Employee Survey

Business leaders who wonder whether they should conduct an employee survey should think about these five good reasons for conducting surveys, as recommended by John Kador and Katherine J. Armstrong in their book, Perfect Phrases for Writing Employee Surveys : 1. To discover what employees are thinking and doing – in a nonthreatening survey environment. You will learn what motivates employees and what is important to them. 2. To prioritize the organization’s actions based on objective results – rather than relying on subjective information or your best guesses. 3. To provide a benchmark – or a snapshot of your employees and their attitudes at a certain point of time that you can then compare to future surveys to spot trends. 4. To communicate the importance of key topics to employees – by communicating with employees the survey results that shows your organization is listening to employees. 5. To collect the combined brainpower and ideas of the wor...

Give Positive Feedback. Don't Praise.

There is an important difference between giving your employees positive feedback and giving them praise . Positive feedback focuses on the specifics of job performance. Praise, often one-or two-sentence statements, such as “Keep up the good work,” without positive feedback leaves employees with empty feelings. Worse yet, without positive feedback, employees feel no sense that they are appreciated as individual talents with specific desires to learn and grow on the job and in their careers, reports Nicholas Nigro, author of, The Everything Coaching and Mentoring Book . So, skip the praise and give positive feedback that is more uplifting to your employees because it goes to the heart of their job performance and what they actually do. An example of positive feedback is : “Bob, your communications skills have dramatically improved over the past couple of months. The report that you just prepared for me was thorough and concise. I appreciate all the work you’ve put into it, as...

Reach Communications & Leadership Expert David Grossman Via His New App

If you haven't engaged with David Grossman's website, Blog and incredibly useful eBooks, make a point of checking them all out at his website for The Grossman Group. David just launched his new App, called " Ask David ." Via the App, David promises to bring his communications industry expert advice and wisdom right to your fingertips. Topics covered include: Employee engagement Internal communications Change management Leadership effectiveness Crisis messaging Diversity and inclusion

Eric Jacobson On Management And Leadership

Search This Blog