Podcasts about way you think about growth

Author Tiffani Bova argues organizations don't see the strong connection between customer experience and employee experience. Despite continued investments in the customer experience, organizations tend to overlook how those changes affect how employees get work done. Tiffani lays out the components of her experience model — people, process, technology and culture — for addressing employee experience challenges and growing the business. She also shares advice for how HR leaders should make the business case for employee experience to other leaders and how organizations can hold themselves accountable through metrics.   Tiffani is the former global growth evangelist at Salesforce and author of the Wall Street Journal bestselling book, “The Experience Mindset: Changing the Way You Think About Growth.” Her previous book “Growth IQ” was also a WSJ bestseller. Prior to working with Salesforce, she was a sales, marketing and customer service executive for startups and Fortune 500 companies. Tiffani is also a former Gartner distinguished analyst and research fellow.   Caroline is a managing vice president in Gartner's HR practice. Her teams help HR leaders build and execute talent, diversity, rewards, and learning strategies and programs. Caroline has also led Gartner research teams on commercial banking strategy and leadership. She holds a bachelor's degree in East Asian studies from Columbia University, and a master's degree in public affairs from Princeton University.

Author Tiffani Bova argues organizations don't see the strong connection between customer experience and employee experience. Despite continued investments in the customer experience, organizations tend to overlook how those changes impact how employees get work done. Tiffani lays out the components of her experience model – people, process, technology and culture – for addressing employee experience challenges and growing the business. She also shares advice for how HR leaders should make the business case for employee experience to other leaders and how organizations can hold themselves accountable through metrics. Tiffani Bova is the former global growth evangelist at Salesforce and the author of the Wall Street Journal bestselling book “The Experience Mindset: Changing the Way You Think About Growth”. Her previous book “Growth IQ” was also a WSJ bestseller. Prior to working with Salesforce, she was a sales, marketing and customer service executive for startups and Fortune 500 companies, where she was recognized as one of the first to develop a robust go-to-market model for cloud-based solutions, and indirect channel strategies to accommodate changes in buying behavior. She is also a former Distinguished Analyst and Research Fellow at Gartner. Caroline Walsh is a managing vice president in Gartner's HR practice. Her teams help HR leaders build and execute talent, diversity, rewards, and learning strategies and programs. Caroline has also led Gartner research teams on commercial banking strategy and leadership. She holds a bachelor's degree in East Asian studies from Columbia University, and a master's degree in public affairs from Princeton University.

Welcome to an interview with the author of The Experience Mindset: Changing the Way You Think About Growth, Tiffani Bova. This book 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. Tiffani Bova is the global customer growth and innovation evangelist at Salesforce, and the Wall Street Journal bestselling author of Growth IQ. Over the past two decades, she has led large revenue-producing divisions at businesses ranging from start-ups to the Fortune 500. As a Research Fellow at Gartner, her cutting-edge insights helped Microsoft, Cisco, Salesforce, Hewlett-Packard, IBM, Oracle, SAP, AT&T, Dell, Amazon-AWS, and other prominent companies expand their market share and grow their revenues. She has been named one of the Top 50 business thinkers in the world by Thinkers50 twice. She is also the host of the podcast What's Next! with Tiffani Bova. Get Tiffani's book here: https://rb.gy/bcal2 The Experience Mindset: Changing the Way You Think About Growth Here are some free gifts for you: Overall Approach Used in Well-Managed Strategy Studies free download: www.firmsconsulting.com/OverallApproach McKinsey & BCG winning resume free download: www.firmsconsulting.com/resumepdf Enjoying this episode? Get access to sample advanced training episodes here: www.firmsconsulting.com/promo

Welcome to Strategy Skills episode 376, an interview with the author of The Experience Mindset: Changing the Way You Think About Growth, Tiffani Bova. This book 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. Tiffani Bova is the global customer growth and innovation evangelist at Salesforce, and the Wall Street Journal bestselling author of Growth IQ. Over the past two decades, she has led large revenue-producing divisions at businesses ranging from start-ups to the Fortune 500. As a Research Fellow at Gartner, her cutting-edge insights helped Microsoft, Cisco, Salesforce, Hewlett-Packard, IBM, Oracle, SAP, AT&T, Dell, Amazon-AWS, and other prominent companies expand their market share and grow their revenues. She has been named one of the Top 50 business thinkers in the world by Thinkers50 twice. She is also the host of the podcast What's Next! with Tiffani Bova. Get Tiffani's book here: https://rb.gy/bcal2 The Experience Mindset: Changing the Way You Think About Growth Here are some free gifts for you: Overall Approach Used in Well-Managed Strategy Studies free download: www.firmsconsulting.com/OverallApproach McKinsey & BCG winning resume free download: www.firmsconsulting.com/resumepdf Enjoying this episode? Get access to sample advanced training episodes here: www.firmsconsulting.com/promo  

In this week's episode of the SIMPLE brand podcast, I talk with Tiffani Bova, author of the Wall Street Journal bestseller - The Experience Mindset: Changing the Way You Think About Growth.Tiffani's an international keynote speaker and the former global customer growth and innovation evangelist at Salesforce.She's been named twice as one of the top 50 business thinkers in the world by Thinkers50. She's a regular contributor to Forbes, Entrepreneur, Fast Company, and Harvard Business Review.And she's the host of the What's Next! With Tiffani Bova podcast.Tiffani and I discuss the impact your brand has when you place an equal focus on both customer experience and employee experience.Here's what we discuss:How Tiffani defines “happy employees”The fastest way to get customers to love your brand is to get employees to love their job.How a focus on reducing customer effort has created the “CX Delimma” The pandemic shined a light onto the lack of investment brands have made for employeesWhat companies see when they place a simultaneous focus on CX and EXHow to help your employees instill an experience mindset How Best Buy was able to turn things around by placing an equal focus on CX and EXRESOURCES FROM THIS EPISODE:Tiffani's siteTiffani's book - The Experience Mindset: Changing the Way You Think About GrowthTiffani's book - Growth IQ: Get Smarter About the Choices that Will Make or Break Your BusinessTiffani's podcast - What's Next! With Tiffani BovaTiffani on LinkedIn

Tiffani Bova is the Global Growth Evangelist at Salesforce, and the Wall Street Journal Bestsellers Growth IQ and The Experience Mindset: Changing the Way You Think About Growth. Over the past two decades, she has led large revenue-producing divisions at businesses ranging from start-ups to the Fortune 500. As a Research Fellow at Gartner, her cutting-edge insights helped Microsoft, Cisco, Salesforce, Hewlett-Packard, IBM, Oracle, SAP, AT&T, Dell, Amazon-AWS, and other prominent companies expand their market share and grow their revenues. She has been named one of the Top 50 business thinkers in the world by Thinkers50 twice. She is also the host of the podcast What's Next! with Tiffani Bova.   Tiffani had a number of amazing insights during our conversation. Some of them include: “I am a teacher in some way” (6:50). “Through all the noise, we have to find a way to stay and be happy” (7:50). “Even though people may think [sales] is an individual sport, it is a team sport” (13:15). “As a salesperson, you never do it solo” (13:25). “Rarely does a company do 100% of the things it needs to do on its own” (17:15). “The one thing about growth is it's not one thing” (24:50). “Great culture drives great innovation” (25:25). “Everything is an ‘and' play” (27:40). “When you don't have that understanding, you start making decisions that have unintended consequences to your people, that then impact your customers” (33:20). “Whatever you're trying to do in the business, the first place to go is to your employees because they usually know the answers to the questions you're trying to find out” (34:15). “In the beginner's mind there are many possibilities, in the expert's mind there are few” (35:55). “We've thrown so much at our people, that it's not that they don't want to change, it's just that they're burnt through change” (40:50). “I've become a master asker” (45:45). “People can copy your products, your services, your marketing campaigns. They can copy all that. It's impossible for them to copy your culture. It's impossible for them to copy the way you lead, or the way you run team meetings, or the way you train” (46:50). “When you make a change for the customer… do not forget about your employee” (48:15). “Your employees are the ones who show up every day to deliver on the promise you made as an executive” (50:10). “Self-awareness is really challenging” (58:15). “You really want to make sure that you're always looking to hone your craft so that you are helping people be as successful as they can be” (1:01:35). “95% of people believe they are self-aware, but only 10-15% really are” (1:03:40). “If you are willing to be self-aware, it's going to be a very reflective journey for you” (1:08:00).   Additionally, you can connect with Tiffani via email (info@tiffanibova.com) or on Facebook, Twitter, LinkedIn, Instagram, and YouTube. Lastly, you can find Tiffani's website here, and also purchase her book here. Thank you so much to Tiffani for coming on the podcast! I wrote a book called “Shift Your Mind” that was released in October of 2020, and you can order it on Amazon and Barnes and Noble. Additionally, I have launched a company called Strong Skills, and I encourage you to check out our new website https://www.strongskills.co/. If you liked this episode and/or any others, please follow me on Twitter: @brianlevenson or Instagram: @Intentional_Performers. Thanks for listening.

The Experience Mindset: Changing the Way You Think About Growth by Tiffani Bova About the Book: From the Wall Street Journal 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. About the Author: Tiffani Bova is the global growth evangelist at Salesforce, a bestselling author, a highly sought-after international keynote speaker, and a podcaster.  Her previous book Growth IQ: Get Smarter About the Choices that Will Make or Break Your Business (featured on episode 241 of The Marketing Book Podcast in 2019) is a Wall Street Journal bestseller and has been translated into 10 languages.  Tiffani is ranked on the current Thinkers50 list of the world's top management thinkers and has appeared on MSNBC, Bloomberg, and Yahoo! Finance, and is a contributor to publications including Harvard Business Review, Forbes, and Entrepreneur.  As host of the podcast, What's Next! With Tiffani Bova, she interviews really smart people [including several authors whom I've had the honor of interviewing] about what's next for companies and individuals as they look to innovate and grow. Prior to working with Salesforce, she was a sales, marketing, and customer service executive for startups and Fortune 500 companies. She also spent ten years at Gartner, the world's leading IT research and advisory firm, as a distinguished analyst and research fellow where she helped companies such as Microsoft, Cisco, Hewlett-Packard, IBM, Oracle, SAP, AT&T, Dell, and Amazon Web Services to expand their market share and grow their revenues.  And, interesting fact – she grew up in Hawaii and she and President Obama attended the same high school! Click here for this episode's website page with the links mentioned during the interview... https://www.salesartillery.com/marketing-book-podcast/experience-mindset-tiffani-bova  

What does it mean to have an experience mindset? Tiffani Bova, keynote speaker, author and Growth and Innovation Evangelist at Salesforce, joins Manufacturing Happy Hour to explain how manufacturing leaders can prioritize employee experience while still keeping customer experience front of mind, using research found for her book The Experience Mindset. When Chris saw Tiffani speak on the topic at a KUKA Robotics event, he couldn't wait to get her on the show! In this episode, Tiffani shares why companies put customers' needs first, why it pays off to prioritize your employees and why the C-suite view employee experience the wrong way. Plus, she reveals what manufacturers can learn from other industries and tells us the first steps to adopting an experience mindset. In this episode, find out: What it means to have an experience mindset Why customer experience can take priority over employee experience How manufacturing leaders can get the balance right Why positive employee experience aids customer experience Why manufacturing companies should hire outside the industry Why leaders should get out of the office The first steps to implementing an experience mindset The gap between C-suite and employee views on employee experience What surprised Tiffani about her research What manufacturers can learn from other industries Enjoying the show? Please leave us a review here. Even one sentence helps. It's feedback from Manufacturing All-Stars like you that keeps us going! Tweetable Quotes: “My advice to leaders would be – get out of your office. Go into the plant, use the systems, use the software. Use everything.” “If our customers aren't successful, we're not successful.” “If you only look in the same pool for hiring, maybe you miss out on the opportunity to bring in new skills.” Links & mentions: The Experience Mindset: Changing the Way You Think About Growth, by Tiffani Bova Tiffani Bova, official website for keynote speaking, books, Tiffani's podcast, and more Connect with Tiffani on LinkedIn Follow Tiffani on Twitter Make sure to visit http://manufacturinghappyhour.com for detailed show notes and a full list of resources mentioned in this episode. Stay Innovative, Stay Thirsty.

Welcome to episode #887 of Six Pixels of Separation - The ThinkersOne Podcast. Here it is: Six Pixels of Separation - The ThinkersOne Podcast - Episode #887. As Global Growth Evangelist at Salesforce, Tiffani Bova, is truly a visionary (driven by data, getting her hands dirty in client's work, and defining new ways to think about business). Tiffani has an audacious dedication to revolutionizing business perspectives, and she's the cerebral powerhouse behind two important books: Growth IQ and her latest, The Experience Mindset - Changing the Way You Think About Growth. Her track record and the accolades she's attracted speak to her acumen. She's been named to the Thinkers50's roster of top global management thinkers, has lent her insights to countless publications like Harvard Business Review and Duke University Dialogue Review, and she's an intellectual force for students at Columbia University and Wharton. Tiffani also hosts her own podcast, What's Next! with Tiffani Bova. She also carries the title of "influencer" via her social media channels on Twitter, LinkedIn and beyond. Inc. Magazine named her as of one the Top 100 Woman In Tech. Having inspired more than half a million people across six continents with over 850 keynote presentations, Tiffani's wisdom is universally sought. Prior to Salesforce, she was a distinguished figure in sales, marketing, and customer service, breaking new ground with innovative strategies for cloud-based solutions. Her tenure at Gartner won her the Thought Leadership award and admiration from tech's finest for her trailblazing strategies for sales and growth. I devoured The Experience Mindset. I love how it unpacks the disconnect that businesses have between their customer experience and their employee experience, in a world where the two must be intrinsically connected. Enjoy the conversation... Running time: 1:03:13. Hello from beautiful Montreal. Subscribe over at Apple Podcasts. Please visit and leave comments on the blog - Six Pixels of Separation. Feel free to connect to me directly on Facebook here: Mitch Joel on Facebook. Check out ThinkersOne. or you can connect on LinkedIn. ...or on Twitter. Here is my conversation with Tiffani Bova. The Experience Mindset - Changing the Way You Think About Growth. Growth IQ. What's Next! with Tiffani Bova. Salesforce. Follow Tiffani on LinkedIn. Follow Tiffani on Twitter. This week's music: David Usher 'St. Lawrence River'.

Tiffani Bova is a bestselling author and keynote speaker, and she's also a Growth and Innovation Evangelist at a top Customer Relationship Management software company. She has seen the tech industry evolve spectacularly over her nearly 30-year career, and she's an expert in customer success and growth. In today's episode, Tiffani and John discuss how the over-engineered sales processes designed to improve the customer experience can negatively impact employees. Tiffani provides helpful tips, statistics, and actionable advice that can help companies continue to grow and thrive while improving their employee satisfaction.Are you looking to level up your Sales skills and stay relevant in the evolving world of AI? Check out www.jbarrows.com and let's Make this Happen together!Connect with John on LinkedIn:https://www.linkedin.com/in/johnbarrows/Connect with John on IG:https://www.instagram.com/johnmbarrows/Connect with Tiffani Bova on LinkedIn:https://www.linkedin.com/in/tiffanibova/Get Tiffani's new book: The Experience Mindset: Changing the Way You Think About Growth

Tiffani Bova, Global Customer Growth and Innovation Evangelist at Salesforce, discusses her book The Experience Mindset: Changing the Way You Think About Growth. Hosts: Matt Miller and Katie Greifeld. Producer: Paul Brennan.  See omnystudio.com/listener for privacy information.

Tiffani Bova, Global Customer Growth and Innovation Evangelist at Salesforce, discusses her book The Experience Mindset: Changing the Way You Think About Growth. Hosts: Matt Miller and Katie Greifeld. Producer: Paul Brennan.  See omnystudio.com/listener for privacy information.

In this episode I speak with returning guest, Tiffani Bova, author of, "The Experience Mindset: Changing the Way You Think About Growth," and the Wall Street Journal bestselling book, "Growth IQ." She is also the global customer growth and innovation evangelist at Salesforce whose wakeup call was transitioning from being a practitioner to an analyst and now thought leader. https://www.tiffanibova.com/

I decided to release a special bonus episode during my season break because this one is very special. If you've ever ventured into growing a business, you understand the daunting learning curve it presents. When you gaze upon thriving, large-scale companies, their journey to success can seem like an enigma. That's why I'm incredibly thrilled to have had the opportunity to speak with the influential Tiffani Bova. Tiffani is a renowned expert in driving substantial growth for major corporations such as Microsoft, IBM, and Salesforce. Her business growth philosophy is truly remarkable: “The fastest way to get customers to love your brand is to get employees to love their job.” This concept is truly eye-opening, and I can't wait for you to absorb her wisdom in this episode. Tiffani Bova holds the esteemed position of Global Growth Evangelist at Salesforce and has authored the remarkable book 'The Experience Mindset: Changing the Way You Think About Growth.' Her previous book, 'Growth IQ,' achieved tremendous success as a Wall Street Journal bestseller and has been translated into 10 languages. Tiffani's expertise has earned her a spot on the prestigious Thinkers50 list of the world's foremost management thinkers. She has made appearances on esteemed platforms such as MSNBC, Bloomberg, BNN Bloomberg, Cheddar News, and Yahoo! Finance. Additionally, Tiffani frequently shares her insights in publications including Harvard Business Review, Forbes, Entrepreneur, Diginomica, Quora, Thrive, Rotman Journal, and Duke Dialogue Review. Tiffani also hosts the highly acclaimed podcast 'What's Next! with Tiffani Bova,' which has received top rankings from both Top Sales Magazine and iTunes in the Management category. On her podcast, Tiffani has engaged in enlightening conversations with thought leaders such as Arianna Huffington, Dan Pink, Seth Godin, Tom Peters, Marshall Goldsmith, Roger Martin, Keith Ferrazzi, Best Buy CEO Hubert Joly, Ritz Carlton CEO Horst Schulze, Square co-founder Jim McKelvey, and Medtronic CEO Bill George, among other notable personalities. Tiffani has established herself as a prominent Twitter and LinkedIn influencer, particularly in the domains of Business Growth, Customer Experience, Digital Transformation, the Future of Work, and Sales. Her LinkedIn profile boasts over 43,000 followers, and she was recognized as a LinkedIn Top Sales Expert to follow from 2018 to 2022. She has been honored as one of Inc. Magazine's 37 Sales Experts You Need to Follow on Twitter, acknowledged as a Top 100 Women in Tech, listed as a Brand Quarterly Magazine Top 50 Marketing Thought Leader, and recognized by the National Diversity Council as one of the most Powerful and Influential Women in California. In this episode, Tiffani imparts incredible insights on growing your business by prioritizing your team's well-being. She delves into effective methods of measuring growth, leading people, and persevering through challenges. Here's a glimpse of what you'll learn in this episode: 1. The role athletics played in shaping Tiffani's career path (6:12) 2. Lessons Tiffani garnered from her first book, which aided in the creation of her latest work (18:44) 3. Tiffani's approach to measuring growth within her own business (26:29) 4. The crucial connection between running a successful business and prioritizing employee experience (33:11) 5. How Tiffani developed her people management skills through active engagement and observation." Join us for this episode and expand your knowledge! After listening, share it with your friends and post about it on Instagram and tag us both @amberlylagomotivation and @tiffani_bova. Don't forget to spread the word and let others know about what you've learned! Follow Tiffani: Facebook Instagram Twitter Website Links mentioned in this episode: The Experience Mindset book Tom Peters books   If you are ready to leave your mark by discovering your message and sharing it with the world, you've come to the right place!! Let's work together to build your influence, your impact, and your income! Join the tribe you have been waiting for to activate your highest potential and live the life you deserve! Join the "Unstoppable Life Mastermind!" and let us know you are ready for greatness! Read the "True Grit and Grace" book here and learn how you can turn tragedy into triumph!  Thank you for joining us on the True, Grit, & Grace Podcast! If you find value in today's episode, don't forget to share the show with your friends and tap that subscribe button so you don't miss an episode! You can also head over to amberlylago.com to join my newsletter and access free downloadable resources that can help you elevate your life, business, and relationships! Want to see the behind-the-scenes and keep the conversation going?  Head over to Instagram @amberlylagomotivation! Audible @True-Grit-and-Grace-Audiobook  Website @amberlylago.com Instagram @amberlylagomotivation Facebook @AmberlyLagoSpeaker

In this episode of the Duct Tape Marketing Podcast, I interview Tiffani Bova. She is the global customer growth and innovation evangelist at Salesforce and a Wall Street Journal bestselling author. Her new book The Experience Mindset: Changing the Way You Think About Growth, explores the relationship between employee experience (EX) and customer experience (CX) in businesses and how companies should adopt a mindset that strengthens both EX and CX simultaneously. More About Tiffani Bova: Get your copy of The Experience Mindset: Changing the Way You Think About Growth Connect with Tiffani Follow Tiffani   Learn More About The Agency Intensive Certification: Learn more Take The Marketing Assessment: Marketingassessment.co   This Duct Tape Marketing Podcast episode is brought to you by the HubSpot Podcast Network.

Tiffani Bova is a global growth evangelist at Salesforce and bestselling author of the new book, The Experience Mindset, Changes the Way You Think About Growth. She's one of the most sought after speakers in the world, giving over 750 keynotes in six different continents. This episode is all gas, no breaks. We dig into why employee experiences become collateral damage when improving customer experience and user convenience. And we talk about the right questions to ask to lead people to the right changes.

Happy Employees, Happy Customers Shep Hyken interviews Tiffani Bova, bestselling author and global customer growth and innovation evangelist at Salesforce. She discusses the link between employee experience, customer experience, and company growth. Top Takeaways:  Spending time with your customers is a great opportunity to understand their challenges, share best practices, and learn from them.  Employee experience (EX) has a significant impact not only on customer experience but on overall business growth. In a blind study conducted on a US retailer with more than 1,000 storefronts, Salesforce research found that if the company got the EX right, there was a 50% increase in revenue per hour per store associate. If you are going to do something for your customers to enhance their experience, make sure you recognize its intended or unintended impact on your employees. When you implement changes to improve CX, make sure you are not increasing the difficulty for your employees to do their jobs.  Companies have over-pivoted the customer experience at the expense of all else. You need to be flexible because when you pivot, you turn your back on something. 54% of the C-Suite believe that the technology their employees use is effective for them to do their job. Only 32% of employees agree with that statement, and only 20-ish% of customer-facing employees agree. To bridge the disconnect between the C-suite and the frontlines, executives need to spend more time understanding the experiences of both their customers and their employees. Do an inventory of the top five KPIs you are currently tracking for customer experience and see if you have a correlating one for employee experience. For example, if you are measuring Net Promoter Score (NPS), pay attention to Employee Net Promoter Score (eNPS). Tiffani shares highlights from her latest book, The Experience Mindset: Changing the Way You Think About Growth, including an intentional approach to happy employees for every team in your organization. Plus, Shep and Tiffani share what happens when executives actually spend time with customers (with examples from Starbucks and Microsoft). Tune in! Quote: "Many executives don't use the tech their employees use. They do not experience inefficiency, yet they are very focused on productivity. They focus on the customers, but they are not aware of what systems, tools, and training are in place that allow or inhibit their employees to be the best that they could be."  About:  Tiffani Bova is the global customer growth and innovation evangelist at Salesforce. She is the Wall Street Journal, bestselling author of Growth IQ. Her latest book, The Experience Mindset: Changing the Way You Think About Growth, is now available on Amazon. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Today's interview is with Tiffani Bova, the global customer growth and innovation evangelist at Salesforce, and the Wall Street Journal bestselling author of Growth IQ. Tiffani joins me today to talk about her new book: The Experience Mindset: Changing the Way You Think About Growth, what is an Experience Mindset, what's the best way to adopt one, why it's important to take a combined customer and employee experience approach, the research that accompanied the development of the book and what's the payoff to adopting an Experience Mindset. This interview follows on from my recent interview – Customer experience (CX) leaders will become the engagement quarterbacks of the future – Interview with Mike Murchison of Ada – and is number 468 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: A big thank you goes out to the folks at Pega for sponsoring my podcast this month. We are fast approaching PegaWorld iNspire which is Pega's annual conference that will be held at the MGM Grand in Las Vegas, NV, from June 11th to 13th. This year it will be an in-person event, for the first time in four years, and will bring together experts and industry leaders to demystify technologies like generative AI and intelligent automation They will also illustrate how enterprises can practically apply these technologies to turbocharge productivity, improve low-code app development, and optimize customer engagement. Check out PegaWorld.com to find out more and, hopefully, I'll see you there.

Tiffani Bova: The Experience Mindset Tiffani Bova is the global customer growth and innovation evangelist at Salesforce, and The Wall Street Journal bestselling author of Growth IQ. Over the past two decades, she has led large revenue-producing divisions at businesses ranging from start-ups to the Fortune 500. As a Research Fellow at Gartner, her cutting-edge insights helped Microsoft, Cisco, Salesforce, Hewlett-Packard, IBM, Oracle, and many other prominent companies expand their market share and grow their revenues. She has been named one of the Top 50 business thinkers in the world by Thinkers50 twice and she's the host of the podcast What's Next! with Tiffani Bova. She is the author of The Experience Mindset: Changing the Way You Think About Growth*. While many organizations espouse that employees are their greatest asset, most senior leaders prioritize customer needs above all else. Data clearly shows that balancing great employee experience along with a quality customer experience drives better results. In this conversation, Tiffani and I discuss the mindset and initial steps that leaders can take to improve the experience for both employees and customers. Key Points In recent decades, we've been in the mindset of customer-first. Today, the biggest threat to organizations is worker unhappiness. While almost every organization espouses the importance of employees, few executive leaders can identify who “owns” the employee experience in their organization. In contrast, almost every organization has a clearly defined customer experience owner. Proper investments in technology are often an obstacle to an ideal employee experience. Getting better at this means that senior leaders in human resources, information technology, and customer experience must work together to help impact line up with intention. Three starting points for better employee experience are: reviewing data for customer experience and compare it to the trends for employee experience, utilizing employee advisory boards for a voice in emerging strategy, and reviewing employee survey results to determine what findings have been addressed. Getting better at balancing customer experience and employee experience means moving away from an expert's mindset and towards a beginner's mindset. Resources Mentioned The Experience Mindset: Changing the Way You Think About Growth* by Tiffani Bova Interview Notes Download my interview notes in PDF format (free membership required). Related Episodes How to Discover What People Want, with Tiziana Casciaro (episode 565) Gallup's Insights on Addressing Unhappiness, with Jon Clifton (episode 601) How to Solve the Toughest Problems, with Wendy Smith (episode 612) Discover More Activate your free membership for full access to the entire library of interviews since 2011, searchable by topic. To accelerate your learning, uncover more inside Coaching for Leaders Plus.

How to develop an Experience Mindset, which considers both the customer and the employee experience, to grow our business with Tiffani Bova. The fastest way to get customers to love your brand is to get employees to love their jobs.  Tiffani Bova is the global customer growth and innovation evangelist at Salesforce, and the Wall Street Journal bestselling author of “Growth IQ”. Her new book is “THE EXPERIENCE MINDSET: Changing the Way You Think About Growth”. Over the past two decades, she has led large revenue-producing divisions at businesses ranging from start-ups to the Fortune 500. As a Research Fellow at Gartner, her cutting-edge insights helped Microsoft, Cisco, Salesforce, Hewlett-Packard, IBM, Oracle, SAP, AT&T, Dell, Amazon-AWS, and other prominent companies expand their market share and grow their revenues. She has been named one of the Top 50 business thinkers in the world by Thinkers50 twice. Henry Lopez is the host of The How of Business podcast – helping you start, run and grow your small business. The How of Business is a top-rated podcast for small business and entrepreneurs. Find the best podcast, resources and trusted service partners for small business owners and entrepreneurs at our website https://TheHowOfBusiness.com  

Tiffani Bova, the Wall Street Journal best-selling author of Growth IQ, shares her personal journey of changing job roles and using feedback as the vehicle to identify, and hone her super powers. She calls on all of us to boldly ask questions and for feedback to guide our careers and protect our time. Be sure to check out her new book "The Experience Mindset: Changing the Way You Think About Growth". Original music by ⁠Lynz Floren⁠.

Today we're talking all about the state of sales. In fact, it's the name of our latest sales research, the fifth edition of our State of Sales Report. Here to give us a breakdown is Tiffani Bova, Global Growth Evangelist at Salesforce, and author of the new book, The Experience Mindset: Changing the Way You Think About Growth.