The Experience Mindset
Changing the Way You Think About Growth
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Narrated by:
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Tiffani Bova
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Kaleo Griffith
About this listen
A Wall Street Journal Bestseller!
From the bestselling author of Growth IQ comes a guide to enhancing customer and employee experience simultaneously for unprecedented revenue growth
In 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 hinders growth in the long run. The most successful companies adopt an Experience Mindset that strengthens both employee experience (EX) and customer experience (CX) at the same time.
Based on exclusive research from two Salesforce-sponsored studies of thousands of employees and c-suite executives, The Experience Mindset 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:
- How people, processes, technology, and culture contribute to the “virtuous cycle” of EX and CX.
- Why 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)
- How 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.)
- What 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.
Employees 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.
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Critic reviews
“At a time when companies are focused on digital transformation, many leaders forget to consider the impact this change has on employees. This book offers a brilliant framework for maximizing performance improvement for both customers and internal stakeholders alike.”—Vala Afshar, Chief Digital Evangelist, Salesforce
“This simple philosophy guided our growth at The Ritz Carlton Company and it can guide yours too. Once you develop an experience mindset, you’ll make every decision with confidence and never lead the same way again.”—Horst Schulze, Co-founder and Former President, The Ritz-Carlton Hotel Company
“The saying should go, “Happy employee, happy customer!” Tiffani Bova is exactly right when she writes that employee experience and customer experience are intrinsically linked. As she demonstrates, unleashing human magic leads to improbable results. Let this book be your guide.”—Hubert Joly, former chairman and CEO of Best Buy, and bestselling author The Heart of Business
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- Get Smarter About the Choices That Will Make or Break Your Business
- By: Tiffani Bova
- Narrated by: Tiffani Bova
- Length: 9 hrs and 55 mins
- Unabridged
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Do you know the best way to drive your company's growth? If not, it's time to boost your growth IQ. Trying to find the one right move that will improve your business's performance can feel overwhelming. But, as you'll discover in Growth IQ, there are just 10 simple - but easily misunderstood - paths to growth, and every successful growth strategy can be boiled down to picking the right combination and sequence of these paths for your current context.
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A great book
- By Rurik McKaiser on 01-08-20
By: Tiffani Bova
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LIT: Life Ignition Tools
- Use Nature's Playbook to Energize Your Brain, Spark Ideas, and Ignite Action
- By: Jeff Karp, Teresa Barker
- Narrated by: Fred Sanders
- Length: 11 hrs and 25 mins
- Unabridged
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Performance
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In an age of convenience and information overload, it’s easy to go through the motions, pressured, distracted, and seeking instant gratification rather than harnessing our potential for meaningful and impactful lives. When we’re accustomed to a low energy brain state and lulled by the comfort zone it creates, it’s difficult to rouse ourselves to act with intention and create the lives we truly want to lead.
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LIT
- By james goodwin on 08-14-24
By: Jeff Karp, and others
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Beautiful People Don't Just Happen
- How God Redeems Regret, Hurt, and Fear in the Making of Better Humans
- By: Scott Sauls
- Narrated by: Mark Smeby
- Length: 4 hrs and 6 mins
- Unabridged
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In twenty-five years of pastoral ministry, Scott Sauls has come alongside countless individuals and communities through weary seasons and circumstances. From his own seasons of regret, hurt, and fear--including battles with anxiety and depression--he knows what it's like to be unfinished and on the mend under Jesus' merciful, mighty healing hand.
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You need this encouragement.
- By amy kd on 11-28-22
By: Scott Sauls
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Do Less, Get More
- How to Work Smart and Live Life Your Way
- By: Sháá Wasmund
- Narrated by: Sháá Wasmund
- Length: 4 hrs and 19 mins
- Unabridged
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Penguin presents the unabridged, downloadable, audiobook edition of Do Less, Get More, written and read by Sháá Wasmund. Is your life how you imagined it would be, or is the reality more stressful than you planned? Do you put yourself under too much pressure to succeed? Are you struggling to find time for the things, and people, you love? It doesn't have to be this way. Anything is possible when you stop trying to do everything at the same time.
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You Really Can DO LESS GET MORE out of life!
- By Isaac Ring on 07-12-15
By: Sháá Wasmund
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Pinnacle
- Five Principles that Take Your Business to the Top of the Mountain
- By: Steve Preda, Gregory Cleary
- Narrated by: Derek Botten
- Length: 5 hrs and 14 mins
- Unabridged
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Inside Pinnacle, best-selling author, entrepreneur, and leadership team coach Steve Preda, and Pinnacle Business Guides founder Gregory Cleary, will walk you through these principles. Filled with real-life anecdotes and practical approaches, you'll learn how to grow your business, make your team more efficient and productive, and free some time from your schedule.
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This book is a hidden gem
- By Jordan N. on 12-07-23
By: Steve Preda, and others
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Change
- How to Make Big Things Happen
- By: Damon Centola
- Narrated by: James Fouhey
- Length: 9 hrs and 50 mins
- Unabridged
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Overall
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Performance
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Story
Most of what we know about how ideas spread comes from best-selling authors who give us a compelling picture of a world, in which "influencers" are king, "sticky" ideas "go viral", and good behavior is "nudged" forward. The problem is that the world they describe is a world where information spreads, but beliefs and behaviors stay the same. When it comes to lasting change in what we think or the way we live, the dynamics are different: beliefs and behaviors are not transmitted from person to person in the simple way that a virus is.
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Complex Contagion
- By Dave B on 08-19-21
By: Damon Centola
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Growth IQ
- Get Smarter About the Choices That Will Make or Break Your Business
- By: Tiffani Bova
- Narrated by: Tiffani Bova
- Length: 9 hrs and 55 mins
- Unabridged
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Overall
-
Performance
-
Story
Do you know the best way to drive your company's growth? If not, it's time to boost your growth IQ. Trying to find the one right move that will improve your business's performance can feel overwhelming. But, as you'll discover in Growth IQ, there are just 10 simple - but easily misunderstood - paths to growth, and every successful growth strategy can be boiled down to picking the right combination and sequence of these paths for your current context.
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A great book
- By Rurik McKaiser on 01-08-20
By: Tiffani Bova
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LIT: Life Ignition Tools
- Use Nature's Playbook to Energize Your Brain, Spark Ideas, and Ignite Action
- By: Jeff Karp, Teresa Barker
- Narrated by: Fred Sanders
- Length: 11 hrs and 25 mins
- Unabridged
-
Overall
-
Performance
-
Story
In an age of convenience and information overload, it’s easy to go through the motions, pressured, distracted, and seeking instant gratification rather than harnessing our potential for meaningful and impactful lives. When we’re accustomed to a low energy brain state and lulled by the comfort zone it creates, it’s difficult to rouse ourselves to act with intention and create the lives we truly want to lead.
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LIT
- By james goodwin on 08-14-24
By: Jeff Karp, and others
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Beautiful People Don't Just Happen
- How God Redeems Regret, Hurt, and Fear in the Making of Better Humans
- By: Scott Sauls
- Narrated by: Mark Smeby
- Length: 4 hrs and 6 mins
- Unabridged
-
Overall
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Performance
-
Story
In twenty-five years of pastoral ministry, Scott Sauls has come alongside countless individuals and communities through weary seasons and circumstances. From his own seasons of regret, hurt, and fear--including battles with anxiety and depression--he knows what it's like to be unfinished and on the mend under Jesus' merciful, mighty healing hand.
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You need this encouragement.
- By amy kd on 11-28-22
By: Scott Sauls
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Do Less, Get More
- How to Work Smart and Live Life Your Way
- By: Sháá Wasmund
- Narrated by: Sháá Wasmund
- Length: 4 hrs and 19 mins
- Unabridged
-
Overall
-
Performance
-
Story
Penguin presents the unabridged, downloadable, audiobook edition of Do Less, Get More, written and read by Sháá Wasmund. Is your life how you imagined it would be, or is the reality more stressful than you planned? Do you put yourself under too much pressure to succeed? Are you struggling to find time for the things, and people, you love? It doesn't have to be this way. Anything is possible when you stop trying to do everything at the same time.
-
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You Really Can DO LESS GET MORE out of life!
- By Isaac Ring on 07-12-15
By: Sháá Wasmund
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Pinnacle
- Five Principles that Take Your Business to the Top of the Mountain
- By: Steve Preda, Gregory Cleary
- Narrated by: Derek Botten
- Length: 5 hrs and 14 mins
- Unabridged
-
Overall
-
Performance
-
Story
Inside Pinnacle, best-selling author, entrepreneur, and leadership team coach Steve Preda, and Pinnacle Business Guides founder Gregory Cleary, will walk you through these principles. Filled with real-life anecdotes and practical approaches, you'll learn how to grow your business, make your team more efficient and productive, and free some time from your schedule.
-
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This book is a hidden gem
- By Jordan N. on 12-07-23
By: Steve Preda, and others
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Change
- How to Make Big Things Happen
- By: Damon Centola
- Narrated by: James Fouhey
- Length: 9 hrs and 50 mins
- Unabridged
-
Overall
-
Performance
-
Story
Most of what we know about how ideas spread comes from best-selling authors who give us a compelling picture of a world, in which "influencers" are king, "sticky" ideas "go viral", and good behavior is "nudged" forward. The problem is that the world they describe is a world where information spreads, but beliefs and behaviors stay the same. When it comes to lasting change in what we think or the way we live, the dynamics are different: beliefs and behaviors are not transmitted from person to person in the simple way that a virus is.
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Complex Contagion
- By Dave B on 08-19-21
By: Damon Centola
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What to Do Next
- Taking Your Best Step When Life Is Uncertain
- By: Jeff Henderson
- Narrated by: Jeff Henderson
- Length: 5 hrs and 23 mins
- Unabridged
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Business leader Jeff Henderson is your guide to pursuing your next best step in life and work. In What to Do Next, he helps you assess if you're ready for change, equips you with tools to prepare, shows you which pitfalls to avoid as you make your move, and replaces fear and doubt with confidence and purpose as you build an exciting future.
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A must read!
- By Natalie S. on 01-06-23
By: Jeff Henderson
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Before You Know It
- The Unconscious Reasons We Do What We Do
- By: John Bargh PhD
- Narrated by: George Newbern
- Length: 11 hrs and 17 mins
- Unabridged
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For more than three decades, Dr. John Bargh has been responsible for the revolutionary research into the unconscious mind, research that informed best sellers like Blink and Thinking Fast and Slow. Now, in what Dr. John Gottman said "will be the most important and exciting book in psychology that has been written in the past 20 years", Dr. Bargh takes us on an entertaining and enlightening tour of the forces that affect everyday behavior while transforming our understanding of ourselves in profound ways.
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Political jab
- By Brad on 10-20-17
By: John Bargh PhD
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The Decision Book
- Fifty Models for Strategic Thinking (Fully Revised Edition)
- By: Mikael Krogerus, Roman Tschappeler, Jenny Piening
- Narrated by: Timothy Andrés Pabon
- Length: 1 hr and 45 mins
- Unabridged
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Whether you're a chronic second-guesser or just eager for new ways to look at your world, Mikael Krogerus and Roman Tschäppeler will teach you how to improve your understanding of the dilemmas you face and how to make better decisions every day. Taught in MBA courses and elsewhere, The Decision Book contains classics like the Swiss cheese model for reviewing mistakes and the personal performance model for testing whether or not to switch jobs. This revised edition includes a model for identifying cognitive biases and the expectation model to help you choose a life partner.
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Buy the physical book
- By Preston on 09-21-18
By: Mikael Krogerus, and others
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Life Is in the Transitions
- Mastering Change at Any Age
- By: Bruce Feiler
- Narrated by: Bruce Feiler
- Length: 10 hrs and 40 mins
- Unabridged
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Bruce Feiler, author of the New York Times best sellers The Secrets of Happy Families and Council of Dads, has long explored the stories that give our lives meaning. Galvanized by a personal crisis, he spent the last few years crisscrossing the country, collecting hundreds of life stories in all 50 states from Americans who’d been through major life changes - from losing jobs to losing loved ones; from changing careers to changing relationships; from getting sober to getting healthy to simply looking for a fresh start.
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One of the most important survival guides
- By Steven Hassan PhD on 07-29-20
By: Bruce Feiler
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HBR's 10 Must Reads on AI (With Bonus Article "How to Win with Machine Learning" by Ajay Agrawal, Joshua Gans, and Avi Goldfarb)
- HBR's 10 Must Reads Series
- By: Harvard Business Review
- Narrated by: Lauren Pedersen, Will Tulin
- Length: 4 hrs and 58 mins
- Unabridged
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If you read (or listen to) nothing else on artificial intelligence and machine learning, listen to these ten articles. We've combed through hundreds of Harvard Business Review articles and selected the most important ones to help you understand the future direction of AI, bring your AI initiatives to scale, and use AI to transform your organization.
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Out of date. Fluffy consultant talk.
- By Clint on 02-10-24
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Unstoppable Mindset
- How to Use What You Have to Get What You Want
- By: Alden Mills
- Narrated by: Alden Mills
- Length: 8 hrs and 1 min
- Unabridged
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What would you do if you knew you were unstoppable? Where would you go? What would you own? Who would you help? Unstoppable Mindset will help you uncover the answers to those questions and show you how to achieve more than you thought possible.
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Uncomfortable & Unstoppable
- By Thomas King on 08-04-24
By: Alden Mills
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Better Decisions, Fewer Regrets
- 5 Questions to Help You Determine Your Next Move
- By: Andy Stanley
- Narrated by: Andy Stanley
- Length: 4 hrs and 9 mins
- Unabridged
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Why do we hear this so often on the back side of a bad decision? Because the more questions we ask, the more insight we gain and the better decisions we make. In Better Decisions, Fewer Regrets, Andy Stanley equips us with five catalytic questions to ask every time we make a decision. The result? Well, the title says it all!
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too preachy
- By Aryn on 02-18-21
By: Andy Stanley
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How to Change
- The Science of Getting from Where You Are to Where You Want to Be
- By: Katy Milkman, Angela Duckworth - foreword
- Narrated by: Katy Milkman, Angela Duckworth
- Length: 6 hrs and 13 mins
- Unabridged
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Change comes most readily when you understand what's standing between you and success and tailor your solution to that roadblock. If you want to work out more but find exercise difficult and boring, downloading a goal-setting app probably won't help. But what if, instead, you transformed your workouts so they became a source of pleasure instead of a chore? Turning an uphill battle into a downhill one is the key to success.
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Finally, actionable steps
- By lisa on 05-05-21
By: Katy Milkman, and others
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How to Decide
- Simple Tools for Making Better Choices
- By: Annie Duke
- Narrated by: Annie Duke
- Length: 6 hrs and 39 mins
- Unabridged
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What do you do when you're faced with a big decision? If you're like most people, you probably make a pro and con list, spend a lot of time obsessing about decisions that didn't work out, get caught in analysis paralysis, endlessly seek other people's opinions to find just that little bit of extra information that might make you sure, and finally go with your gut.
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A lot of useless fluff
- By Jerry Fletcher on 11-24-20
By: Annie Duke
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Stay True
- A Memoir
- By: Hua Hsu
- Narrated by: Hua Hsu
- Length: 5 hrs and 28 mins
- Unabridged
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Story
In the eyes of eighteen-year-old Hua Hsu, the problem with Ken—with his passion for Dave Matthews, Abercrombie & Fitch, and his fraternity—is that he is exactly like everyone else. Ken, whose Japanese American family has been in the United States for generations, is mainstream; for Hua, the son of Taiwanese immigrants, who makes ’zines and haunts Bay Area record shops, Ken represents all that he defines himself in opposition to. The only thing Hua and Ken have in common is that, however they engage with it, American culture doesn’t seem to have a place for either of them.
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At the end, this book is about friendships
- By rosalinda lam on 10-31-22
By: Hua Hsu
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Linchpin
- Are You Indispensable?
- By: Seth Godin
- Narrated by: Seth Godin
- Length: 8 hrs and 19 mins
- Unabridged
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There used to be two teams in every workplace: management and labor. Now there’s a third team, the linchpins. These people invent, lead (regardless of title), connect others, make things happen, and create order out of chaos. They figure out what to do when there’s no rule book. They delight and challenge their customers and peers. They love their work, pour their best selves into it, and turn each day into a kind of art.
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I was expecting more
- By Steve High on 04-06-10
By: Seth Godin
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The Journey of Leadership
- How CEOs Learn to Lead from the Inside Out
- By: Dana Maor, Hans-Werner Kaas, Kurt Strovink, and others
- Narrated by: Roger Wayne
- Length: 7 hrs and 51 mins
- Unabridged
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This book is the first-ever explanation of McKinsey’s step-by-step approach to transforming leaders both professionally and personally, including revealing lessons from its legendary CEO leadership program, The Bower Forum, which has counseled more than five hundred global CEOs over the past decade. It is a journey that helps leaders hone the psychological, emotional, and, ultimately, human attributes that result in success in today’s most demanding top job.
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Don't Buy
- By Anonymous User on 11-19-24
By: Dana Maor, and others
What listeners say about The Experience Mindset
Average customer ratingsReviews - Please select the tabs below to change the source of reviews.
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- george
- 07-15-23
Great listen The balancing act and better together story of technology, automation and human.
Formatted with key takeaways and questions to ask, reinforces the concept. Confirming investment in employees & their satisfaction results in more than CX improvements. Solid simplified concepts woven into real examples to show the true results across organizations. Many complex concepts around business, change management and organizational turnaround are boiled into digestible chunks. This is must read for all levels and roles in organizations regardless of industry to rethink the balance of ingredients required to succeed.
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- Tracy
- 03-07-24
A better path to growth
Growth at-all-costs has been the mindset for so long, but what if there was a better way to achieve long term and sustainable growth without the cost to your best assets? What if you could increase the employee and customer experience and thereby increase the contentment and retention of both of these valuable and costly to replace assets? If your employees aren't well taken care of they won't be company and brand loyal. If employees aren't how can you expect your customers to be?
Creating a great employee experience (EX) and customer experience (CX) seems like it should be a no-brainer, but it's not. In January 2024 a Gallup study was released stating that unhappy employees cost US companies $1.9 trillion. That doesn't sound like growth to me, that sounds very costly and companies don't realize is how costly it is. Bova's research shares many stories, insights, and hard number facts that show that companies that prioritize EX and CX have more sustainable growth and loyal employees and customers. She also shares great insights into how companies are making these changes and becoming increasingly successful and profitable because of it.
Trying to convince your company of the need for change or just trying to figure out how to do it right from the onset? Pick up this book for guidelines to great EX and CX and gather the proof points you need for great arguments for spending time, energy, and resources on better employee and user experience.
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- Geo George
- 07-09-23
Incredible framework on building a strong EX
Tiffani articulates really well having a strong EX foundation will drive and grow customer growth. There are great examples and powerful stories to demonstrate the value of EX.
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- Annie Roslawski
- 06-21-23
Everything needed w/case stories w/o unnecessary fluff
Great Employee Experience and Great Customer Experience are two peas in a pod. This intuitive and perhaps obvious, but getting EX programs funded is perpetually a challenge without research driven, quantifiable proof and referenceable household brands which have blazed the trail before.
Tiffani provides both of those missing pieces in this book in a way that enables both EX and CX professionals to win, together.
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1 person found this helpful
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- Shannon Susko
- 10-18-23
A must read for all CEOs and Leaders.
We know Employee(Team member) experience aligns with customer experience. The way Tiffani lines up research, experience and key actionable takeaways makes this book a must read for all CEOs and leaders.
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- Alice R. Heiman
- 07-18-23
A Different Way to Think
I’m a Tiffani fan admittedly and dove into this book thinking it was about the customer experience and expectating to learn some new ideas to help my clients. We’ll, I was surprised and pleased at what I learned. I highly recommend that every CEO read this book.
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- RichS
- 02-27-24
Accessible Read Packed with Valuable Information
I recently picked up "The Experience Mindset" and was pleasantly surprised by how accessible and engaging the book is. Tiffani Bova has a way of breaking down complex ideas into digestible, relatable stories and insights. Her examples are vivid and pulled from a wide range of industries, making the lessons applicable to those interested in improving their business acumen.
Bova's emphasis on how one approaches the concepts of employee experience (EX) and customer experience (CX) at a fundamental level encouraged me to think more creatively and empathetically about how I engage with customers and employees in my work. The Experience Mindset is a great resource offering valuable perspectives that can benefit anyone looking to elevate their approach to the employee/customer experience.
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