03476cam a2200493 i 4500 22873893 BJBSDDR 20250801124541.0 a|||||r|||| 00| 0 ta 221121s2023 nyua rb 001 0 eng 2022054558 9780593542699 (hardcover) 059354269X (hardcover) 9780593542705 (ebook) DLC eng rda DLC eng pcc HD 30.28 B783e 2023 658.4/06 Bova, Tiffani 42919 The experience mindset : changing the way you think about growth / Tiffani Bova. [New York, New York] : Portfolio/Penguin, an imprint of Penguin Random House LLC, 2023 xxii, 262 pages : illustrations ; 24 cm text txt rdacontent unmediated n rdamedia volume nc rdacarrier Includes bibliographical references (pages 225-248) and index. Customer experience Employee experience The big research findings The experience mindset People: the heartbeat of business Process: don't blame the people, blame the design Technology: productivity and experience, two sides of the same coin Culture: an era of experience Using metrics to understand and improve CX and EX Ripped from the headlines "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. 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"-- Provided by publisher. Business planning. Planificación empresarial 2596 Strategic planning. Planificación estratégica 535 Corporations Growth. Crecimiento empresarial 10775 Success in business. Éxito en los negocios 160 Online version: Bova, Tiffani. Experience mindset [New York] : Portfolio/Penguin, [2023] 9780593542705 (DLC) 2022054559 7 cbc orignew 1 ecip 20 y-gencatlg lcc BK LLH 123975 123975 0 0 lcc 0 0 CS BJB BJB CS 2025-06-26 0 HD 30.28 B783e 2023 00000187723 2025-06-26 00:00:00 1 2025-06-26 BK