There's an invitation you make in the book to move away from an expert's mindset and move towards a beginner's mindset. And as you said earlier on, that the business case for this is clear. So if the metrics are showing that customer experience and employee experience aren't matching up, we know there's a business impact from that. If they are matching up and those indicators are in tandem, then we know conversely there's also a really great outcome that's likely to happen from that. But I actually want you to be a front line in organization, like your front line has the answers to a lot of the things that you're struggling with now.
Tiffani Bova: The Experience Mindset
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, and many 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 and she's the host of the podcast What’s Next! with Tiffani Bova. She is the author of The Experience Mindset: Changing the Way You Think About Growth*.
While many organizations espouse that employees are their greatest asset, most senior leaders prioritize customer needs above all else. Data clearly shows that balancing great employee experience along with a quality customer experience drives better results. In this conversation, Tiffani and I discuss the mindset and initial steps that leaders can take to improve the experience for both employees and customers.
Key Points
In recent decades, we’ve been in the mindset of customer-first. Today, the biggest threat to organizations is worker unhappiness.
While almost every organization espouses the importance of employees, few executive leaders can identify who “owns” the employee experience in their organization. In contrast, almost every organization has a clearly defined customer experience owner.
Proper investments in technology are often an obstacle to an ideal employee experience. Getting better at this means that senior leaders in human resources, information technology, and customer experience must work together to help impact line up with intention.
Three starting points for better employee experience are: reviewing data for customer experience and compare it to the trends for employee experience, utilizing employee advisory boards for a voice in emerging strategy, and reviewing employee survey results to determine what findings have been addressed.
Getting better at balancing customer experience and employee experience means moving away from an expert’s mindset and towards a beginner’s mindset.
Resources Mentioned
The Experience Mindset: Changing the Way You Think About Growth* by Tiffani Bova
Interview Notes
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