How to create employees and customers who are what Jackie Huba and Ben McConnell characterize as “evangelists”?
In The Experience Mindset, Tiffani Bova provides a thorough explanation. She prepares leaders in almost any organization — whatever its size and nature may be — to “grow exponentially by improving both [relationships], balancing improvement in employee and customer experiences in tandem in order to leverage a mutually beneficial combination of the two…Ultimately, the Experience Mindset is about fully maximizing the leverage points between a strong employee experience and customer experience to create a virtuous cycle of momentum that leads to significantly better growth rates…By strategically pursuing an exceptional, balanced experience for all stakeholders, you achieve a sum greater than the parts, magnifying growth many times over.”
It is no coincidence that companies annually ranked among those most highly regarded and best to work for are also annually ranked among those most profitable with the greatest cap value. As Bova makes crystal clear, superior employee experience (EX) and superior customer experience (CX) are not separate but related. Rather, they are interdependent.
The Experience Mindset was published by Portfolio/Penguin (June 2023)
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