Big Think Work culture in the U.S. is broken. It’s on employers to fix it. | Tiffani Bova for Big Think+
Aug 12, 2025
Tiffani Bova, author of the bestselling book The Experience Mindset and a top business thinker, tackles the pervasive issues plaguing modern American work culture. She discusses how buzzwords like 'quiet quitting' and 'The Great Resignation' reflect deeper employee dissatisfaction. Bova emphasizes the need for companies to prioritize employee well-being, linking it directly to customer satisfaction. By valuing employees as much as customers, organizations can foster a healthier work environment and enhance loyalty.
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Customer Obsession Hurt Employees
- Companies over-prioritized customers and neglected employees during the digital revolution.
- That shift increased employee effort and decreased satisfaction, worsening work culture.
Delivery Drivers Pushed To The Limit
- Tiffani gives the example of delivery drivers working in 105-degree heat without air conditioning to meet delivery promises.
- That real-world example shows how customer promises can directly harm employee wellbeing.
Employee Experience Drives Customer Outcomes
- Employee experience comprises support, training, trust, and enablement for future skills.
- Poor scores in these areas lead to quitting, quiet quitting, bad service, and lost customers.
