{"product_id":"the-experience-mindset-changing-the-way-you-think-about-growth-9780593542699","title":"The Experience Mindset: Changing the Way You Think about Growth","description":"\u003cb\u003eA \u003ci\u003eWall Street Journal \u003c\/i\u003eBestseller! \u003c\/b\u003e\u003cp\u003e\u003c\/p\u003eFrom the bestselling author of \u003ci\u003eGrowth IQ\u003c\/i\u003e comes a guide to enhancing customer and employee experience simultaneously for unprecedented revenue growth \u003cp\u003e\u003c\/p\u003eIn the war for customer acquisition, businesses invest millions of dollars to improve customer experience. They deliver packages faster, churn out new products, and endlessly revamp their UI, often putting greater strain on employees for diminishing returns. According to Tiffani Bova, this siloed focus on customer experience - without considering the impact on your staff - actually \u003ci\u003ehinders\u003c\/i\u003e growth in the long run. The most successful companies adopt an \u003cb\u003eExperience Mindset\u003c\/b\u003e that strengthens \u003ci\u003eboth \u003c\/i\u003eemployee experience (EX) and customer experience (CX) at the same time. \u003cp\u003e\u003c\/p\u003eBased on exclusive research from two Salesforce-sponsored studies of thousands of employees and c-suite executives, \u003ci\u003eThe Experience Mindset\u003c\/i\u003e details exactly how your company can adopt an Experience Mindset, at scale. It's not enough to know that happy employees equals happy customers. You must have an intentional, balanced approach to company strategy that involves all stakeholders - IT, Marketing, Sales, Operations, and HR - with KPIs and ownership over outcomes. In this ground-breaking book, filled with case studies of leading companies and never-before-seen research, you'll learn: \u003cp\u003e\u003c\/p\u003e\u003cul\u003e\n\u003cli\u003eHow people, processes, technology, and culture contribute to the \"virtuous cycle\" of EX and CX.\u003c\/li\u003e\n\u003cli\u003eWhy the best companies have programs that minimize the customer's effort as well as the employee's effort (and how companies like Southwest and Best Buy get this right)\u003c\/li\u003e\n\u003cli\u003eHow to effectively roll out technology solutions that boost both EX and CX (hard truth: only 20% of customer-facing employees believe technology makes their job easier. Employees want a seamless technology experience, just like your customers.)\u003c\/li\u003e\n\u003cli\u003eWhat metrics you can use to measure EX, CX, and ultimately, the effect of the two together. You can't improve what you can't measure. \u003c\/li\u003e\n\u003c\/ul\u003e\u003cbr\u003eEmployees are the heart of your business. If you want to remain competitive in today's marketplace, investing in people is no longer a nice-to-have, but rather a must have.\u003cbr\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAbout the Author\u003c\/b\u003e\u003cbr\u003eRanked for the last four years in the Top 50 business thinkers in the world by Thinkers50, Tiffani Bova is a leading thinker who \u003ci\u003eForbes \u003c\/i\u003esays \"reshapes our perception of growth.\" \u003cp\u003e\u003c\/p\u003eAs both a practitioner and academic she offers a unique perspective and has helped lead the tech industry through several evolutions over her nearly 30-year career as Salesforce's former Growth and Innovation Evangelist, and previously as a Research Fellow at Gartner and a sales, marketing and customer service executive for start-ups and Fortune 500 companies. She is the author of two \u003ci\u003eWall Street Journal\u003c\/i\u003e bestsellers: \u003ci\u003eGrowthIQ \u003c\/i\u003eand \u003ci\u003eThe Experience Mindset\u003c\/i\u003e. \u003cp\u003e\u003c\/p\u003eWhile at Gartner, her forward-looking insights and guidance helped some of the largest technology companies in the world including Microsoft, Cisco, Salesforce, Hewlett-Packard, IBM, Oracle, SAP, AT\u0026amp;T, Dell, Amazon-AWS, expand their market share and grow their revenues. She was a trusted advisor to multiple senior executives who were responsible for shifting from on-premise to as-a-service business models resulting in new billion-dollar divisions. \u003cp\u003e\u003c\/p\u003eIn the late 90's and early 2000s she was a pioneer of cloud computing, she previously led direct and indirect sales, marketing and customer service for two of the largest web-based start-ups in the US and spearheaded a newly formed division of a Fortune 500 company to $300 million in revenue over two and a half years. \u003cp\u003e\u003c\/p\u003eTiffani has been featured in \u003ci\u003eHarvard Business Review\u003c\/i\u003e, \u003ci\u003eFortune\u003c\/i\u003e, \u003ci\u003eFast Company\u003c\/i\u003e, \u003ci\u003eBloomberg\u003c\/i\u003e, MSNBC-TV, \u003ci\u003eYahoo Finance\u003c\/i\u003e, \u003ci\u003eINC \u003c\/i\u003eand \u003ci\u003eForbes\u003c\/i\u003e. She is also the host of the podcast What's Next! with Tiffani Bova. More info here: https: \/\/www.tiffanibova.com\/\u003cbr\u003e","brand":"Portfolio","offers":[{"title":"Default Title","offer_id":50660990255378,"sku":"9780593542699","price":21.99,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0831\/4771\/8930\/files\/img_3c6d1f38-ff72-4e8f-afd2-f98e4c27a0dd.jpg?v=1733482807","url":"https:\/\/surprise-castle.myshopify.com\/products\/the-experience-mindset-changing-the-way-you-think-about-growth-9780593542699","provider":"Surprise Castle","version":"1.0","type":"link"}