Tiffani Bova, a global customer growth and innovation evangelist at Salesforce and bestselling author, joins to discuss balancing employee and customer experiences. She highlights the threat posed by worker unhappiness and the need for leaders to own the employee experience. Tiffani shares insights on how technology can enhance both experiences, advocating for a collaborative approach to foster growth. Her compelling anecdotes reveal the interconnectedness of employee satisfaction and organizational success in today’s business landscape.
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Amazon's Customer Experience
Dave Stachowiak recounts his children ordering a toy from Amazon with incredibly fast delivery options.
This highlights the dramatic shift towards prioritizing and enhancing the customer experience in recent times.
insights INSIGHT
The Importance of Employee Experience
Customer and employee experience are linked, requiring equivalent improvement in both.
Neglecting employee experience while prioritizing customer experience hinders overall growth.
insights INSIGHT
The Threat of Unhappiness
Worker unhappiness poses a major threat to businesses.
The pandemic exposed the lack of investment in employee experience, causing employees to reflect and seek better work situations.
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In 'The Experience Mindset', Tiffani Bova explores the interconnectedness of customer and employee experiences, arguing that businesses must adopt a holistic approach to drive growth. The book provides actionable strategies and case studies on how companies can balance these experiences to achieve long-term success.
Growth IQ
Tiffani Bova
In 'Growth IQ', Tiffani Bova presents a comprehensive framework for business growth by identifying ten key paths that companies can use to achieve success. The book includes over thirty case studies, highlighting both successful strategies and cautionary tales, to help businesses navigate complex growth environments. Bova emphasizes the importance of choosing the right combination and sequence of growth paths tailored to each company's context.
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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