The Experience Mindset: Changing the Way You Think About Growth
by Tiffani Bova
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BookPal × TalezoThe Experience Mindset
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.
Details
- Publisher
- Penguin Publishing Group
- Author
- Tiffani Bova
- Language
- English
- Format
- Hardcover
- Published
- Jun 6, 2023
- Pages
- 288
- ISBN-13
- 9780593542699
- ISBN-10
- 059354269X
- Carton quantity
- 12 copies
The Experience Mindset for groups: pricing
Volume pricing applies automatically in your cart. No codes, no account needed.
| Copies | Price per copy | You save |
|---|---|---|
| 25 – 99 | $18.60 | 38% off list |
| 100 – 249 | $17.40 | 42% off list |
| 250 – 499 | $16.20 | 46% off list |
| 500 – 999 | $15.60 | 48% off list |
| 1,000+ | $15.00 | 50% off list |
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For new managers and leadership cohorts, a chapter per session.
A shared vocabulary for the whole organization.
A takeaway attendees will actually read, delivered to your venue.
Where can I buy 100 copies of The Experience Mindset?
BookPal sells The Experience Mindset in quantity. At 100 copies the price is $17.40 a copy, against a list price of $30.00, and the cart applies the volume tier automatically. Free shipping on most orders over $95 in the contiguous US. A specialist can quote a larger or mixed order.
- New books only, straight from the publisher
- Volume prices apply automatically in the cart, with no code needed
- Order at least 10 business days before you need the books (11 from mid-November through December)
What does The Experience Mindset cost when I buy for a group?
Volume pricing applies automatically in your cart, with no code needed. Price per copy: 25 to 99 copies, $18.60 (38% off list); 100 to 249 copies, $17.40 (42% off list); 250 to 499 copies, $16.20 (46% off list); 500 to 999 copies, $15.60 (48% off list); 1,000+ copies, $15.00 (50% off list). Need a different quantity, or a quote to forward for approval? Ask a specialist and we will confirm pricing before you pay.
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The Experience Mindset: Changing the Way You Think About Growth
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