How can you improve your customer and employee experience?
People in the CSuite can forget customer and employee experience are linked. If you change how customers interact with products or services, your employees change the way they work too.
In this episode I am joined by Tiffani Bova, a growth expert. Her research shows 80% of customer facing employees do not feel the technology they use works for the tasks they are given. The question is, if it doesn’t work for employees how can it work for customers?
Tiffani shares what she thinks makes fantastic customer experience, how you can make your employees job easier, and how to nurture an experience mindset within global enterprises.
“If you are going to do something for your customer, pause and ask, what is the impact on my employee” - Tiffani Bova
You'll hear about:
00:00 - Start
01:01 - What is fantastic customer experience?
04:05 - Making it easy for employees to do their job well
08:00 - Where CEOs should start
12:49 - Nurturing an experience mindset
17:34 - Having empowering conversations with employees
23:57 - The hardest obstacle for CSuite to overcome
28:29 - Creating enterprise wide mindset change
33:00 - Tiffani's biggest mindset change
38:52 - What is Tiffani working on for her own development?
About Tiffani Bova:
Tiffani Bova is a leading thinker who Forbes says “reshapes our perception of growth.” As both a practitioner and academic she offers a unique perspective and has helped lead the tech industry through several evolutions over her nearly 30-year career as Salesforce’s former Growth and Innovation Evangelist, and previously as a Research Fellow at Gartner. She is the author of two Wall Street Journal bestsellers: GrowthIQ and The Experience Mindset.
She has been named one of the Top 50 business thinkers in the world by Thinkers50 twice.
Her resources:
• Profile: shorturl.at/cFLN2
• Book ‘The Experience Mindset’: shorturl.at/gySV4
• What’s Next Podcast: shorturl.at/bEHK0
My resources:
Take my new Becoming a Strategic Leader course (bit.ly/3KJYDTj).
Sign up to my Strategic Leader newsletter (bit.ly/36WRpri) for stimuli, ideas, guidance and tips on how to lead your team, organisation or self more effectively, delivered straight to your inbox:
Subscribe to my KZread channel (bit.ly/3cFGk1k) where you can watch the conversation.
Take the Extraordinary Essentials test (bit.ly/3EhSKY5) to identify your strengths and development areas as a strategic leader:
For more details about me:
● Services (bit.ly/373jctk) to CEOs, entrepreneurs and professionals
● About me (bit.ly/3LFsfiO) - my background, experience and philosophy
● Examples of my writing (bit.ly/3O7jkc7)
● Follow me and engage with me on LinkedIn (bit.ly/2Z2PexP)
● Follow me and engage with me on Twitter (bit.ly/36XavNI)