This chapter explores the evolving attitudes toward tipping in the U.S. and its impact on customer experiences in the service industry, highlighting the discomfort caused by unexpected charges. It discusses the disconnect between executive perceptions of technology's effectiveness and the reality faced by employees, underscoring the need for better compensation practices and an experience-driven mindset. Additionally, it emphasizes the importance of direct engagement between leaders and frontline staff to understand challenges and enhance overall customer satisfaction.
Tiffani Bova previously served as a Global Customer Growth and Innovation Evangelist at Salesforce, and is a top influencer in Customer Experience and a sought-after speaker. She is the author of the Wall Street Journal bestseller Growth IQ and her brand-new book, The Experience Mindset, released this year.
In this classic episode, Tiffani Bova joined host Robert Glazer on the Elevate Podcast to discuss The Experience Mindset and how companies can create exceptional experiences for their customers. She also talks about employees and how that affects your customer experience. Furthermore, Tiffani explains the balance of technology and humans in your business. So, don’t miss this episode. Today, we will unravel the secrets to creating exceptional customer experience with Tiffani Bova as she flips through the pages of The Experience Mindset.
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