Grow Your Business with the Experience Mindset
Grow Your Business with the Experience Mindset
Gallup's 2022 findings reveal that 50% of the workforce is "quiet quitting," indicating widespread employee dissatisfaction, but Executive Advisor Tiffani Bova suggests that leaders can address this by treating employees as top stakeholders and prioritizing their needs for long-term success.
Connecting the Customer and Employee Experiences
Tiffani Bova emphasizes the crucial link between customer experience (CX) and employee experience (EX), arguing that fostering happy employees leads to satisfied customers, and suggests balancing their needs to drive growth and improve overall business alignment.
Understanding the Customer Experience
James Cash Penney emphasized that courteous treatment leads to customer loyalty, but Tiffani Bova highlights that true customer experience (CX) involves creating added value through multiple metrics, ensuring elevated experiences that encourage recommendations and retention.
Prioritizing the Employee Experience
Shep Hyken's motto emphasizes treating employees as internal customers, a sentiment echoed by Tiffani Bova, who argues that employee satisfaction directly impacts customer experience and organizational growth, highlighting the need to address employee disengagement and burnout.
Designing Cross-Functional Metrics
When employers seek feedback on work satisfaction but fail to act on it, they risk damaging trust and worsening job satisfaction, highlighting the importance of integrating employee experience (EX) and customer experience (CX) metrics to address critical pain points effectively.
Helping Employees Adapt with Technology
As AI integration in the workplace raises concerns about job displacement, Executive Advisor Tiffani Bova emphasizes the importance of embracing technology through reskilling, efficient processes, and employee involvement to enhance productivity and creativity.
Key Ingredients of a Strong Corporate Culture
Forbes highlights that companies with strong cultures can achieve 4x revenue growth, and Executive Advisor Tiffani Bova emphasizes that trusted leadership, cross-functional collaboration, and diversity of thought are essential for fostering an engaging work environment that benefits both employees and customers.
Tiffani Bova argues, “The fastest way to get customers to love your brand is to get employees to love their job” — that’s the heart of the experience mindset. You can’t expect customers to have a good experience if the employees who serve them are having a bad one. So she encourages leaders not to over-prioritize customer satisfaction at the expense of employee satisfaction. The goal, according to Bova, should be integrating customer experience (CX) and employee experience (EX) if you’re aiming for predictable growth.
Learning Objectives
- Adopt an experience mindset.
- Use multiple metrics to add value for customers and employees.
- View employees as internal customers.
- Deploy technology in ways that encourage employees to embrace it.
- Assess and strengthen your corporate culture.