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The Experience Mindset
- Changing the Way You Think About Growth
- Narrado por: Tiffani Bova, Kaleo Griffith
- Duración: 6 h y 30 m
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De: Adam Bryant
Resumen del Editor
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.
Reseñas de la Crítica
“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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In 1990, IBM had its most profitable year ever. By 1993, the company was on a watch list for extinction, victimized by its own lumbering size, an insular corporate culture, and the PC era IBM had itself helped invent.
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Moderate Start, Picks up FAST!
- De Art H en 02-08-05
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Peak
- How Great Companies Get Their Mojo from Maslow (Revised and Updated)
- De: Chip Conley
- Narrado por: Brian Sutherland
- Duración: 10 h y 28 m
- Versión completa
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General
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Narración:
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Historia
Peak is the popular, transformative guide to doing business better, written by a seasoned entrepreneur/CEO who has disrupted his favorite industry not once but twice. Author Chip Conley, founder and former CEO of one of the world's largest boutique hotel companies, turned to psychologist Abraham Maslow's Hierarchy of Needs at a time when his company was in dire need.
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Presentation and attention to detail matter
- De Stephen Estelle en 11-05-19
De: Chip Conley
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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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Most of the traditional advice about getting ahead focuses on managing other people’s impressions of you. It’s all about how to network with impressive people and accommodate yourself to people with status and power. Executive coach Liz Tran asks you to forget about those people, and instead, train yourself to listen to and be guided by your innermost voice. From tech to spiritual leadership and executive coaching, Tran has charted her own path by learning how to tune into her intuition and be true to her Inner Genius.
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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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Most of the traditional advice about getting ahead focuses on managing other people’s impressions of you. It’s all about how to network with impressive people and accommodate yourself to people with status and power. Executive coach Liz Tran asks you to forget about those people, and instead, train yourself to listen to and be guided by your innermost voice. From tech to spiritual leadership and executive coaching, Tran has charted her own path by learning how to tune into her intuition and be true to her Inner Genius.
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The average person has 70,000 thoughts every day, and many of those thoughts trigger a corresponding emotion. No wonder so many of us often feel like we're controlled by our emotions. Our lives would be much improved is we controlled them. Joyce Meyer discusses the way that the brain processes and stores memories and thoughts, and then - emotion by emotion - she explains how we can manage our reactions to those emotions.
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He knows how to win. More, he knows the many ways - subtle, brutal, often self-inflicted - we lose. As the most trusted mental coach in the world of sports, Trevor Moawad has worked with many of the most dominant athletes and the savviest coaches. From Nick Saban and Kirby Smart to Russell Wilson, they all look to Moawad for help finding or keeping or regaining their competitive edge. (As do countless business leaders and members of special forces.) Now, at last, Moawad shares his unique philosophy with the general public.
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Tom Peters sees a problem with the way people do business today: Those who like to get things done are thwarted by absurd organizational barriers and by the egos of petty tyrants. His vision: Employees who dance from project to project; enterprise that reduces the bureaucracy to almost nothing; societies that educate their young to break the rules and invent vivid new futures. Re-Imagine! focuses on how the business climate has changed and how the new world of business works. Peters explores innovative strategies for overcoming outdated company values and procedures.
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Why do some people achieve all their goals while others simply dream of having a better life? The path from frustration to fulfillment has already been discovered. Hundreds of thousands - even millions - of people started with nothing and achieved great success. In this audiobook, Tracy presents a simple, powerful, and effective system for setting and achieving goals - a method that has been used by more than one million people to achieve extraordinary things. Using the 21 strategies Tracy outlines, you'll be able to accomplish any goal you set for yourself - no matter how big.
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Not an Unabridged Audiobook
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Wanting more application for non C-suite leaders
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Who is your Future Self? That question is the answer to all your life's questions. When you know who you want to be then you know what you're going to do today. That answer directly impacts how motivated you are, and how you feel about yourself. It's the answer to whether you'll distract yourself on social media for hours, whether you'll eat junk food and what time you get up in the morning. Renowned psychologist Dr. Benjamin Hardy will show you how to allow your imagined Future Self to be the driver of your current reality so that you can change in unbelievable ways.
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MORE ARTICLE THAN BOOK…
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- De: Richard Rumelt
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Developing and implementing a strategy is the central task of a leader. A good strategy is a specific and coherent response to - and approach for - overcoming the obstacles to progress. A good strategy works by harnessing and applying power where it will have the greatest effect. Yet, Rumelt shows that there has been a growing and unfortunate tendency to equate Mom-and-apple-pie values, fluffy packages of buzzwords, motivational slogans, and financial goals with “strategy”.
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Good but thin
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Clear Thinking
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You might believe you’re thinking clearly in the moments that matter most. But in all likelihood, when the pressure is on, you won’t be thinking at all. And your subsequent actions will inevitably move you further from the results you ultimately seek—love, belonging, success, wealth, victory. According to Farnam Street founder Shane Parrish, we must get better at recognizing these opportunities for what they are, and deploying our cognitive ability in order to achieve the life we want.
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It Feels Like a Classic - Seven Habits Good
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Building a StoryBrand
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General
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Narración:
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Historia
Donald Miller's StoryBrand process is a proven solution to the struggle business leaders face when talking about their businesses. This revolutionary method for connecting with customers provides listeners with the ultimate competitive advantage, revealing the secret for helping their customers understand the compelling benefits of using their products, ideas, or services.
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Have you heard of the SB7 Framework?
- De Tyson en 01-29-18
De: Donald Miller
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The 4-Hour Workweek: Escape 9-5, Live Anywhere, and Join the New Rich (Expanded and Updated)
- De: Timothy Ferriss
- Narrado por: Ray Porter
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General
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Narración:
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Historia
This expanded edition includes dozens of practical tips and case studies from readers who have doubled their income, overcome common sticking points, and reinvented themselves using the original book. Also included are templates for eliminating email and negotiating with bosses and clients, how to apply lifestyle principles in unpredictable economic times, and the latest tools, tricks, and shortcuts for living like a diplomat or millionaire without being either.
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Read with discernment
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De: Timothy Ferriss
Lo que los oyentes dicen sobre The Experience Mindset
Calificaciones medias de los clientesReseñas - Selecciona las pestañas a continuación para cambiar el origen de las reseñas.
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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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- 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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