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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The Successful Speaker
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- By: Grant Baldwin, Jeff Goins
- Narrated by: Grant Baldwin
- Length: 6 hrs and 37 mins
- Unabridged
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Overall
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Performance
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Do you have a message you want to get out into the world? Have you ever dreamed of speaking for a living? Is there something you have to say, but just aren't sure what to do next? The Successful Speaker is a proven, easy-to-follow guide to helping you do just that. Whether you want to speak at your next board meeting or community gathering, start making some extra money on the side, or become a full-time professional speaker, Grant Baldwin knows how to get you from here to there. Why? Because he's done it himself, and has coached over 2,000 speakers.
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Outstanding!!!
- By V on 05-30-24
By: Grant Baldwin, and others
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The Art of Social Excellence
- How to Make Your Personal and Business Relationships Thrive
- By: Henrik Fexeus
- Narrated by: Pat Grimes
- Length: 8 hrs and 26 mins
- Unabridged
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Overall
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Performance
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Story
Research has increasingly shown that nonverbal communication prowess is absolutely essential in seemingly unrelated areas of our lives (investment decisions, salary levels, etc.). However, as our society becomes more modernized and we incorporate new forms of technology into our daily interactions, we are becoming less and less capable of understanding one another as well as we should be. In The Art of Social Excellence, Henrik Fexeus combines his own expert knowledge as a mentalist with psychology studies to create a complete guide to social interaction.
By: Henrik Fexeus
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Napoleon Hill’s the Language of Thought: Leverage Your Thoughts to Achieve Your Desires
- Official Publication of the Napoleon Hill Foundation, Book 39
- By: Napoleon Hill
- Narrated by: Jeff Moon
- Length: 1 hr and 50 mins
- Unabridged
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Overall
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Performance
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Story
Napoleon Hill’s The Language of Thought is your guide to understanding, generating, and directing more powerful thoughts so that you can live and work with more intention, joy, and success. The single most powerful tool available to human beings is not money, physical strength, influence, or a network; it is the mind. Our thoughts determine our outcomes in life, as well as our ability to enjoy the journey. In order to harness our thoughts to create material success, we do not require any personal advantage such as wealth, connections, or education.
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The philosophy itself.
- By Anonymous User on 12-02-23
By: Napoleon Hill
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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
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Performance
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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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The Power of When
- Discover Your Chronotype - and the Best Time to Eat Lunch, Ask for a Raise, Have Sex, Write a Novel, Take Your Meds, and More
- By: Michael Breus, Mehmet C. Oz - foreword
- Narrated by: Michael Breus
- Length: 10 hrs
- Unabridged
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Overall
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Performance
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Learn the best time to do everything - from drink your coffee to have sex, or go for a run - according to your body's chronotype. Most advice centers on what to do, or how to do it, and ignores the when of success. But exciting new research proves there is a right time to do just about everything, based on our biology and hormones. As Dr. Michael Breus proves in The Power of When, working with your body's inner clock for maximum health, happiness, and productivity is easy, exciting, and fun.
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Very Interesting, Poorly Organized
- By Chris on 02-13-17
By: Michael Breus, and others
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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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Overall
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Performance
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Story
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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The Successful Speaker
- Five Steps for Booking Gigs, Getting Paid, and Building Your Platform
- By: Grant Baldwin, Jeff Goins
- Narrated by: Grant Baldwin
- Length: 6 hrs and 37 mins
- Unabridged
-
Overall
-
Performance
-
Story
Do you have a message you want to get out into the world? Have you ever dreamed of speaking for a living? Is there something you have to say, but just aren't sure what to do next? The Successful Speaker is a proven, easy-to-follow guide to helping you do just that. Whether you want to speak at your next board meeting or community gathering, start making some extra money on the side, or become a full-time professional speaker, Grant Baldwin knows how to get you from here to there. Why? Because he's done it himself, and has coached over 2,000 speakers.
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Outstanding!!!
- By V on 05-30-24
By: Grant Baldwin, and others
-
The Art of Social Excellence
- How to Make Your Personal and Business Relationships Thrive
- By: Henrik Fexeus
- Narrated by: Pat Grimes
- Length: 8 hrs and 26 mins
- Unabridged
-
Overall
-
Performance
-
Story
Research has increasingly shown that nonverbal communication prowess is absolutely essential in seemingly unrelated areas of our lives (investment decisions, salary levels, etc.). However, as our society becomes more modernized and we incorporate new forms of technology into our daily interactions, we are becoming less and less capable of understanding one another as well as we should be. In The Art of Social Excellence, Henrik Fexeus combines his own expert knowledge as a mentalist with psychology studies to create a complete guide to social interaction.
By: Henrik Fexeus
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Napoleon Hill’s the Language of Thought: Leverage Your Thoughts to Achieve Your Desires
- Official Publication of the Napoleon Hill Foundation, Book 39
- By: Napoleon Hill
- Narrated by: Jeff Moon
- Length: 1 hr and 50 mins
- Unabridged
-
Overall
-
Performance
-
Story
Napoleon Hill’s The Language of Thought is your guide to understanding, generating, and directing more powerful thoughts so that you can live and work with more intention, joy, and success. The single most powerful tool available to human beings is not money, physical strength, influence, or a network; it is the mind. Our thoughts determine our outcomes in life, as well as our ability to enjoy the journey. In order to harness our thoughts to create material success, we do not require any personal advantage such as wealth, connections, or education.
-
-
The philosophy itself.
- By Anonymous User on 12-02-23
By: Napoleon Hill
-
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
-
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.
-
-
A great book
- By Rurik McKaiser on 01-08-20
By: Tiffani Bova
-
The Power of When
- Discover Your Chronotype - and the Best Time to Eat Lunch, Ask for a Raise, Have Sex, Write a Novel, Take Your Meds, and More
- By: Michael Breus, Mehmet C. Oz - foreword
- Narrated by: Michael Breus
- Length: 10 hrs
- Unabridged
-
Overall
-
Performance
-
Story
Learn the best time to do everything - from drink your coffee to have sex, or go for a run - according to your body's chronotype. Most advice centers on what to do, or how to do it, and ignores the when of success. But exciting new research proves there is a right time to do just about everything, based on our biology and hormones. As Dr. Michael Breus proves in The Power of When, working with your body's inner clock for maximum health, happiness, and productivity is easy, exciting, and fun.
-
-
Very Interesting, Poorly Organized
- By Chris on 02-13-17
By: Michael Breus, and others
-
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
-
Overall
-
Performance
-
Story
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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Who Says You Can't? You Do
- By: Daniel Chidiac
- Narrated by: Robbie Daymond
- Length: 10 hrs and 53 mins
- Unabridged
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Overall
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Performance
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Story
A moment came in Daniel Chidiac's life when he realized he wasn't living his truth. His work didn't fulfill him, his relationships hurt him, and he was making choices that didn't align with his true values. But he did have the ability to know his own purpose - a gift we all have - and thus his journey began. Daniel studied the lives of great achievers, sought guidance from spiritual leaders, and discovered the secrets for shaping one's own destiny.
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Perfect find at precise time in life
- By Oscar Lopez on 04-24-18
By: Daniel Chidiac
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The Power of Going All-In
- Secrets for Success in Business, Leadership, and Life
- By: Brandon Bornancin
- Narrated by: George Newbern
- Length: 5 hrs and 37 mins
- Unabridged
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In The Power of Going All In, serial entrepreneur and sales leader Brandon Bornancin delivers a first-person account of what it takes to build, lead, and manage a world-class company. The author draws on his many years of experience launching and managing successful companies to present effective strategies for inspiring your people to do more, be more, and achieve more.
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Reinforcing and Evolving Your Leadership Mindset
- By BetterHealth on 08-14-24
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Making Ideas Happen
- Overcoming the Obstacles Between Vision and Reality
- By: Scott Belsky
- Narrated by: Don Hagen
- Length: 7 hrs and 3 mins
- Unabridged
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Performance
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How the world's leading innovators push their ideas to fruition, time and time again. Edison famously said that genius is 1 percent inspiration, 99 percent perspiration. Ideas for new businesses, solutions to the world's problems, and artistic breakthroughs are common, but great execution is rare. According to Scott Belsky, the capacity to make ideas happen can be strengthened by anyone willing to build their organizational habits and harness the forces of community.
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Terrible Narrator
- By Charl on 07-12-12
By: Scott Belsky
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The Achievement Habit
- Stop Wishing, Start Doing, and Take Command of Your Life
- By: Bernard Roth
- Narrated by: Sean Pratt
- Length: 7 hrs and 23 mins
- Unabridged
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Based on a legendary course Roth has taught at Stanford University for several decades, The Achievement Habit employs the remarkable insights that stem from design thinking to help us realize the power we all have within to change our lives for the better. By ridding ourselves of issues that stand in the way of reaching our full potential, we gain the confidence finally to do things we've always wanted to do.
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I should have known better...
- By Amazon Customer on 11-26-15
By: Bernard Roth
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Let It Go
- Forgive So You Can Be Forgiven
- By: T. D. Jakes
- Narrated by: T. D. Jakes
- Length: 8 hrs and 20 mins
- Unabridged
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Forgive and forget. It should be easy to do—so why don’t we do it? The father who wasn’t always there for us. The mother who punished us. The spouse who betrayed us. The children who will leave us behind. Whoever and whatever the source of hurt, there is always a path to forgiveness. But too often, instead of forgiving, too many of us live with resentments and grudges that keep us stuck, robbing us of joy, peace, and purpose.
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Once again Bishop Jakes is Eye-Awakenly Rivating!!
- By Dayna on 07-11-12
By: T. D. Jakes
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Your Greater Is Coming
- Discover the Path to Your Bigger, Better, and Brighter Future
- By: Joel Osteen
- Narrated by: Joel Osteen
- Length: 6 hrs and 26 mins
- Unabridged
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Story
Whether you’re climbing toward the next level, stretching for an out-of-reach goal, or doing your utmost to overcome a challenge, it’s time to step into a better life filled with more. When your patience strains to meet your expectations, you have to remember that where you are now is not where you’re about to be! In Your Greater Is Coming, #1 New York Times bestselling author Joel Osteen challenges your perception of your present situation and inspires you to persevere for the best that’s just ahead.
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I stopped paying for spotify!
- By Hello on 03-15-23
By: Joel Osteen
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Embrace Your Almost
- Find Clarity and Contentment in the In-Betweens, Not-Quites, and Unknowns
- By: Jordan Lee Dooley
- Narrated by: Jordan Lee Dooley
- Length: 4 hrs and 50 mins
- Unabridged
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Not quite where you expected to be? You’re in good company. Now the bestselling author of Own Your Everyday helps you navigate unmet expectations, waiting, and uncertainty with confidence and clarity. Jordan Lee Dooley knows firsthand how frustrating it can be when you almost achieve a goal, almost reach a dream, and almost get to where you want to be, only to land just short of the finish line or watch it all fall apart at the last minute.
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So encouraging
- By Shannon Doering on 05-16-22
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Life's Amazing Secrets
- How to Find Balance and Purpose in Your Life
- By: Gaur Gopal Das
- Narrated by: Gaur Gopal Das
- Length: 6 hrs and 25 mins
- Unabridged
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While navigating their way through Mumbai's horrendous traffic, Gaur Gopal Das and his wealthy young friend, Harry, get talking, delving into concepts ranging from the human condition to finding one's purpose in life and the key to lasting happiness. Whether you are looking at strengthening your relationships, discovering your true potential, understanding how to do well at work, or even how you can give back to the world, Gaur Gopal Das takes us on an unforgettable journey with his precious insights on these areas of life.
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Good Read
- By Odel Fraser on 04-19-24
By: Gaur Gopal Das
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Attitude
- Vision, Change, Learning, Fear, & Boldness
- By: Adam Ashton, Adam Jones
- Narrated by: Adam Ashton, Adam Jones
- Length: 4 hrs and 6 mins
- Unabridged
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Life is unpredictable and full of things we can’t control. The only thing we can truly have power over is our attitude. We don’t always have a choice in what happens to us, but we always get to choose how we respond.
By: Adam Ashton, and others
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You Are More Than You Think You Are
- Practical Enlightenment for Everyday Life
- By: Kimberly Snyder
- Narrated by: Kimberly Snyder
- Length: 6 hrs and 39 mins
- Unabridged
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Many of us think that we just aren't enough. Not good enough, not pretty enough, not rich enough, and not happy enough. But just because we think something doesn't mean it's true. YOU ARE MORE THAN YOU THINK YOU ARE teaches you how to revise your belief system, fulfill your deepest dreams and desires, and create an epic, successful, and inspiring life.
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Great book but probably better as a physical book
- By GSM on 04-16-23
By: Kimberly Snyder
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Write It Down, Make It Happen
- Knowing What You Want and Getting It!
- By: Henriette Anne Klauser
- Narrated by: Mike Chamberlain
- Length: 5 hrs and 36 mins
- Unabridged
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In Write It Down, Make It Happen, Henriette Anne Klauser, PhD, explains how simply writing down your goals in life is the first step toward achieving them. Writing can even help you understand what you want. In this book, you will hear stories about ordinary people who witnessed miracles large and small unfold in their lives after they performed the basic act of putting their dreams on paper. Klauser's down-to-earth tips and easy exercises are sure to get your creative juices flowing. Before you know it, you'll be writing your own ticket to success.
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Great Content
- By A. Baker on 03-16-18
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Personal Success
- The Brian Tracy Success Library
- By: Brian Tracy
- Narrated by: Brian Tracy
- Length: 2 hrs and 8 mins
- Unabridged
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Why are some people more successful than others? What gives them their winning edge? World-renowned performance expert Brian Tracy has spent decades studying uncommonly high achievers, and in this short, inspiring audiobook, he shares what he has learned: Even small adjustments in outlook and behavior can lead to enormous differences in results.
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I give it a 10!
- By Dee Hora on 05-28-16
By: Brian Tracy
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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- 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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- 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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- 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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