
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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A great book
- By Rurik McKaiser on 01-08-20
By: Tiffani Bova
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The Science of Self-Discipline
- The Willpower, Mental Toughness, and Self-Control to Resist Temptation and Achieve Your Goals
- By: Peter Hollins
- Narrated by: Peter Hollins
- Length: 3 hrs and 18 mins
- Unabridged
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Your best intentions are not enough. Learn how to scientifically engineer a disciplined existence, become relentless, and never give up. Whatever you want in your life, self-discipline is the missing piece. Goals will remain dreams if you make the mistake of relying on motivation and your best drawn plans. The Science of Self-Discipline is a deep look into what allows us to resist our worst impulses and simply execute, achieve, produce, and focus. Every principle is scientifically-driven and dissected to as be actionable and helpful as possible. You'll learn how top performers consistently exercise self-discipline, as well as what drives us on an instinctual, psychological level to act.
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Same old tired rehash of studies and common sense
- By A. Molnar on 07-12-18
By: Peter Hollins
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Breakthrough
- How To Design Your Life
- By: Joe Thomsett
- Narrated by: Virtual Voice
- Length: 3 hrs and 28 mins
- Unabridged
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You can live a fulfilling life. Maybe you're reading this because you're nervous you're not living your life in alignment with who you are, it's driving you a little bit mad, and you so desperately want to do something about it. You are not mad. I promise you. You are present. You have a vitality inside you and it's itching to express itself, if only you can get out of your way. And you're not alone -- most of us get mentally trapped, weighed down by childhood and societal programming. Getting out of your way means venturing into the unknown. But this isn't enough. Instead, you need a map, ...
By: Joe Thomsett
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The Power of Self-Confidence
- 9 Steps to Boost Your Self-Esteem, Conquer Your Fears and Learn to Love Yourself (The Power Is Within You)
- By: Daniel J. Martin
- Narrated by: Russell Newton
- Length: 1 hr and 55 mins
- Unabridged
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Do you want to be brave enough to do what you really want instead of what you’re supposed to do? What would your life be like if you stopped doubting yourself and found the courage to pursue your goals without worrying what people will say? Do you want to develop unshakeable self-confidence to help you overcome your low self-esteem, insecurities and fears? Self-confidence is perhaps the most important factor when it comes to achieving true happiness, inner peace and life satisfaction.
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Start small and humble, you’ll get there!
- By Maria on 05-08-25
By: Daniel J. Martin
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The Art of Making Memories
- How to Create and Remember Happy Moments
- By: Meik Wiking
- Narrated by: Meik Wiking
- Length: 4 hrs and 34 mins
- Unabridged
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Memories are the cornerstones of our identity, shaping who we are, how we act, and how we feel. In his work as a happiness researcher, Meik Wiking has learned that people are happier if they hold a positive, nostalgic view of the past. But how do we make and keep the memories that bring us lasting joy? The Art of Making Memories examines how mental images are made, stored, and recalled in our brains, as well as the "art of letting go" - why we tend to forget certain moments to make room for deeper, more meaningful ones.
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Pineapple
- By Mary on 12-25-22
By: Meik Wiking
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How to Heal Toxic Thoughts
- Simple Tools for Personal Transformation
- By: Sandra Ingerman
- Narrated by: Melissa Redmond
- Length: 2 hrs and 44 mins
- Unabridged
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We may not realize it consciously, but negative feelings can be as toxic as physical poisons, wearing on us and causing depression, illness, and burnout. But how can we keep ourselves safe in a world too often ruled by resentment, jealousy, rage, and stress?
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Power of words….
- By Javonna Sheree Blanton on 09-29-24
By: Sandra Ingerman
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How to Listen
- Discover the Hidden Key to Better Communication
- By: Oscar Trimboli
- Narrated by: Oscar Trimboli
- Length: 7 hrs and 26 mins
- Unabridged
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At a time when we are more technologically linked than ever, our conversations have never been more distracted and disconnected—because most don’t know how to truly listen. The result? You constantly fight to be “heard” over all the noise and distraction. In How to Listen, Oscar Trimboli, host of the Apple-award-winning podcast Deep Listening, shows you how to unlock your listening superpowers. Trimboli shares practical and pragmatic insights to help you notice when you aren’t listening—and what to do about it.
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A transformative journey
- By Amazon Customer on 11-03-22
By: Oscar Trimboli
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The Star Principle
- How it can make you rich
- By: Richard Koch
- Narrated by: James Quinn
- Length: 6 hrs and 13 mins
- Unabridged
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THE STAR PRINCIPLE is a vital book for any budding entrepreneur or investor (of grand or modest means). It is also invaluable for any ambitious employee who realises the benefits of working for a Star venture—real responsibility, fast personal development, better pay, great bonuses and valuable share options.
By: Richard Koch
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Joy at Work
- Organizing Your Professional Life
- By: Marie Kondo, Scott Sonenshein
- Narrated by: Brittany Ishibashi, Dan Woren
- Length: 5 hrs and 19 mins
- Unabridged
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The workplace is a magnet for clutter and mess. Who hasn't felt drained by wasteful meetings, disorganized papers, endless emails, and unnecessary tasks? These are the modern-day hazards of working, and they can slowly drain the joy from work, limit our chances of career progress, and undermine our well-being. There is another way. In Joy at Work, best-selling author and Netflix star Marie Kondo and Rice University business professor Scott Sonenshein offer stories, studies, and strategies to help you eliminate clutter and make space for work that really matters.
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Disappointing, not helpful
- By Barb L. on 09-21-20
By: Marie Kondo, and others
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Success Through a Positive Mental Attitude
- By: Napoleon Hill
- Narrated by: David White
- Length: 9 hrs and 59 mins
- Unabridged
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Your mind has a secret invisible talisman. On one side is emblazoned the letters PMA (positive mental attitude) and on the other the letters NMA (negative mental attitude). A positive attitude will naturally attract the good and the beautiful. The negative attitude will rob you of all that makes life worth living.
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Happiness and endless possibilities await
- By Christian on 06-11-09
By: Napoleon Hill
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Leadershift
- The 11 Essential Changes Every Leader Must Embrace
- By: John C. Maxwell
- Narrated by: John C. Maxwell, Rachel Hollis, Trent Shelton
- Length: 10 hrs and 9 mins
- Unabridged
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In Leadershift, John C. Maxwell helps listeners make leadership changes that will positively enhance their organizational and personal growth. He does this by sharing the 11 shifts he made over the course of his long and successful leadership career. Each shift changed his trajectory and set him up for new and exciting achievements, strengthening and sustaining his leadership abilities and making him the admired leadership expert he is today.
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If you only read one leadership book...
- By Gary D. Demos on 04-23-19
By: John C. Maxwell
Great listen The balancing act and better together story of technology, automation and human.
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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.
A better path to growth
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Incredible framework on building a strong EX
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Tiffani provides both of those missing pieces in this book in a way that enables both EX and CX professionals to win, together.
Everything needed w/case stories w/o unnecessary fluff
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A must read for all CEOs and Leaders.
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A Different Way to Think
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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.
Accessible Read Packed with Valuable Information
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