In a world where businesses prioritize customer experience, CEOs must grasp the profound impact of employee experience. In a compelling discussion with Tiffani Bova, author of “The Experience Mindset,” we explore the importance of elevating the employee experience. Tiffani emphasizes the need for CEOs to understand the link between employee satisfaction and customer success, fostering a cycle of growth.
Tiffani underscores the undeniable connection between employee and customer experiences. She asserts that happy employees lead to happy customers, emphasizing the need for a supportive work environment. She states, “To win customer love, you must first earn employee affection.” This highlights the pivotal role of the employee experience in driving customer satisfaction.
To enhance the employee experience, CEOs should align KPIs for both customer and employee satisfaction. Tiffani recommends questions like, “What are your top customer experience KPIs?” and “Is leadership success tied to these KPIs?” Harmonizing metrics and compensation ensures equal importance for both customer and employee satisfaction. What impacts one will impact the other
Improving the employee experience doesn’t require massive changes. Tiffani advises CEOs to begin with one aspect at a time, addressing pain points and streamlining processes. Conducting pulse surveys and seeking employee feedback initiate a culture
Tiffani Bova’s insights highlight the pivotal role of employee experience in company success. CEOs must prioritize employee well-being, align metrics, and make incremental changes. Embracing modern tech and ensuring it is making jobs easier not harder is vital. CEOs must balance employee experience with customer experience for lasting success.
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[01:35] Tiffani Bova’s background and book “The Experience Mindset”.
[04:55] The research on the impact of employee experience on customer experience.
[08:07] CEOs acknowledging the lack of ownership of employee experience.
[12:27] The disconnect between customer-centricity and employee experience.
[15:23] Employee experience impacts customer experience in the long run.
[18:19] Process alignment and technology integration improve employee experience.
[21:02] Simplify tasks and processes to improve employee experience.
[26:47] Importance of ongoing conversations and employee input
[30:18] Happy customers don’t always mean happy employees
[34:41] Outdated technology is a major challenge for employees
Tiffani Bova is a renowned business strategist, speaker, and author known for her expertise in sales, growth, and innovation. She has held prominent positions at leading technology companies, including Salesforce, where she served as the Global Customer Growth and Innovation Evangelist. Tiffani is recognized for her insights into customer-centricity, digital transformation, and the future of business.
Throughout her career, Tiffani has been a sought-after keynote speaker and thought leader, sharing her knowledge on topics such as sales and marketing strategies, customer experience, and the impact of emerging technologies. She is also the author of the book “Growth IQ,” which explores various strategies for driving business growth.
Tiffani Bova’s work has made her a respected voice in the business world, and she continues to inspire and educate professionals through her speaking engagements, writings, and consulting work.
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Find Tiffani Bova’s books, “The Experience Mindset” and “Growth IQ” on her website
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