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The Experience Mindset: Changing the Way You Think About Growth
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
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.
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
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.
288 pages, Hardcover
Published June 6, 2023
52 people are currently reading
391 people want to read
About the author
Tiffani Bova
6 books19 followersTiffani Bova is the global customer growth and innovation evangelist at Salesforce. Over the past two decades, she has led large revenue-producing divisions at businesses ranging from start-ups to the Fortune 500. She spent ten years at Gartner, the world’s leading IT research and advisory firm, as a distinguished analyst and research fellow. Her cutting-edge insights have helped Microsoft, Cisco, Hewlett-Packard, IBM, Oracle, SAP, AT&T, Dell, Amazon-AWS, and other prominent companies
expand their market share and grow their revenues.
expand their market share and grow their revenues.
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Displaying 1 - 11 of 11 reviews
May 26, 2024
Book of fancy words, not really enough things you can learn from this book. It's a Customer service Book, which barely teaches anything new than anything we already know.
June 6, 2023
As Stevo’s Novel Ideas, I am a long-time book reviewer, member of the media, an Influencer, and a content provider. I received this book as a free review copy from either the publisher, a publicist, or the author, and have not been otherwise compensated for reviewing or recommending it. As an Amazon Associate I earn from qualifying purchases.
This book is Stevo's Business Book of the Week for the week of 6/4. From the Wall Street Journal bestselling author of "Growth IQ" comes a guide to enhancing customer and employee experience simultaneously for unprecedented revenue growth.
Like the eternal question about which came first - the chicken or the egg (there's an Amazon Alexa joke about this at the end of the review), in business it's which came first - the customer or the human resources department (these days, it's called EX for Employee Experience). No matter what the answer, the next question is always how much attention should each receive in order for the company to enjoy sustained growth? If you neglect the customer, your profits fall. If you undervalue your employees, you loose the best recruits and suffer increased resignations.
Tiffani Bova's "The Experience Mindset" shows how to achieve the best ratio of CX and EX resources and move your focus where it's needed as you scale. But let it be stated up front: Bova cautions that your workforce must come first. Before now, she says, there haven't been enough studies about the best ways scaling companies should hire and manage the EX team. But it's now clear that you need the best and brightest serving your customers in order for them to line up with their wallets open, allowing you to expand resiliently.
Companies, Bova says, must adopt an Experience Mindset that, instead of doing things "to" customers and employees, they use processes, culture, and technology to do things "for" them, making their lives and jobs easier. Examples of successful adoptions of the Experience Mindset include: Zappos shoes, Best Buy, Airbnb, Salesforce, Ford Motor Company, Consolidated Communications, Chipotle, and Volkswagen.
Too many C-suite residents (including way too many Chief Human Resource Officers) believe that employee unhappiness is one of the prices of doing business, thinking that they will remain disgruntled no matter what improvements are made. If you know someone holding on to this belief, please make sure they get a copy of this book.
And the Amazon Alexa joke about the chicken and egg: It's said that if you ask the device which came first, she will tell you to order them and see.
Find more Business Books of the Week on my Goodreads Listopia page at https://www.goodreads.com/list/show/9..., and find many more reviewed and recommended books and products by searching for me on Google.
This book is Stevo's Business Book of the Week for the week of 6/4. From the Wall Street Journal bestselling author of "Growth IQ" comes a guide to enhancing customer and employee experience simultaneously for unprecedented revenue growth.
Like the eternal question about which came first - the chicken or the egg (there's an Amazon Alexa joke about this at the end of the review), in business it's which came first - the customer or the human resources department (these days, it's called EX for Employee Experience). No matter what the answer, the next question is always how much attention should each receive in order for the company to enjoy sustained growth? If you neglect the customer, your profits fall. If you undervalue your employees, you loose the best recruits and suffer increased resignations.
Tiffani Bova's "The Experience Mindset" shows how to achieve the best ratio of CX and EX resources and move your focus where it's needed as you scale. But let it be stated up front: Bova cautions that your workforce must come first. Before now, she says, there haven't been enough studies about the best ways scaling companies should hire and manage the EX team. But it's now clear that you need the best and brightest serving your customers in order for them to line up with their wallets open, allowing you to expand resiliently.
Companies, Bova says, must adopt an Experience Mindset that, instead of doing things "to" customers and employees, they use processes, culture, and technology to do things "for" them, making their lives and jobs easier. Examples of successful adoptions of the Experience Mindset include: Zappos shoes, Best Buy, Airbnb, Salesforce, Ford Motor Company, Consolidated Communications, Chipotle, and Volkswagen.
Too many C-suite residents (including way too many Chief Human Resource Officers) believe that employee unhappiness is one of the prices of doing business, thinking that they will remain disgruntled no matter what improvements are made. If you know someone holding on to this belief, please make sure they get a copy of this book.
And the Amazon Alexa joke about the chicken and egg: It's said that if you ask the device which came first, she will tell you to order them and see.
Find more Business Books of the Week on my Goodreads Listopia page at https://www.goodreads.com/list/show/9..., and find many more reviewed and recommended books and products by searching for me on Google.
July 26, 2023
As someone who has worked in the Customer Experience (CX) technology space for the last 8 years, it was fascinating during COVID to watch organizations compress 5-10 years' worth of CX evolution into 5-10 months. It made total sense, if you can't engage your customers, you can't sell stuff.
My question for those companies would be, how much effort did you put into your Employee Experience (EX) as you made those investments?
In her new book The Experience Mindset, Salesforce's Tiffani Bova takes a research-based approach looking at the impact that both CX AND EX have on results.
Some of the results I found most impactful:
Companies with both high EX and CX saw a three-year compound annual growth rate of 8.5%, double that of companies with low EX and CX scores.
The average enterprise has more than 900 unique applications but only 23% of them are integrated with other applications.
My absolute favorite thought was instead of just measuring how many customers are calling into a call center, use the data to look at the top three reasons and look at what you can do to proactively resolve them upstream. This is an area where the addition of generative AI tools might be able to help us not only regularly identify the issues but evaluate the impact over time.
If you are a CX Pro or you sell software and services to CX Pros, take the time to read Tiffani's book and start expanding your conversations to include the impact of EX on the results.
My question for those companies would be, how much effort did you put into your Employee Experience (EX) as you made those investments?
In her new book The Experience Mindset, Salesforce's Tiffani Bova takes a research-based approach looking at the impact that both CX AND EX have on results.
Some of the results I found most impactful:
Companies with both high EX and CX saw a three-year compound annual growth rate of 8.5%, double that of companies with low EX and CX scores.
The average enterprise has more than 900 unique applications but only 23% of them are integrated with other applications.
My absolute favorite thought was instead of just measuring how many customers are calling into a call center, use the data to look at the top three reasons and look at what you can do to proactively resolve them upstream. This is an area where the addition of generative AI tools might be able to help us not only regularly identify the issues but evaluate the impact over time.
If you are a CX Pro or you sell software and services to CX Pros, take the time to read Tiffani's book and start expanding your conversations to include the impact of EX on the results.
June 8, 2023
This is a great read about how consumer experience (CX) and employee experience (EX) should be intertwined. I feel like that's really intuitive but seldom practiced. I also appreciated Ms. Bova's research and discussion of metrics for EX which is certainly newer in the field.
I believe this book will give me the tools and talking points to make a strong case for the need for EX in my organization.
I believe this book will give me the tools and talking points to make a strong case for the need for EX in my organization.
June 24, 2025
Bova's main thesis is that companies have put so much focus on the customer experience with rapid changes that the strain on employees has created diminishing returns. She lays out a case for a model that includes both customer and employee experiences that benefit everyone. Using research from Salesforce-sponsored research and case studies, Bova makes a compelling argument for a model that prioritizes both customers and employees.
January 20, 2025
This is a book full of studies and stats to say one thing: your employee experience impacts your customer experience. It's very formal and academic in language and takes way too long to make each point, but it's an important point. Also, very little of the book is on how to actually create a good employee experience. So, I'd read the executive summary of this one or just skip it.
December 3, 2025
sách hay, nhiều ý tưởng về cách quản lý các từ duy, trị số đánh giá nhân viên và thông điệp suốt cuồn sach về EX và CX cả 2 đều quan trọng, phải cân bằng giữa 2, không thể chỉ tập trung vào CX như các lối quản lí trước đây.
July 27, 2023
Great book on Employee Sat and how if drives CSAT...
September 6, 2023
CX and EX goes a long way. Prioritize both experiences will make a great working empire.
January 16, 2024
A dry listen.
August 12, 2024
A helpful guide to looking at workplaces through the lens of EX and seeing how this can have a profound influence on CX!
Displaying 1 - 11 of 11 reviews