{"product_id":"9780593542699","title":"The Experience Mindset: Changing the Way You Think About Growth","description":"Author: Bova, Tiffani\u003cbr\u003eISBN: 9780593542699\u003cbr\u003ePublisher: Penguin Group USA\u003cbr\u003eYear First Published: 2023\u003cbr\u003ePages: 288\u003cbr\u003eDimensions: 237mm x 161mm x 27mm\u003cbr\u003eFormat: Hardback\u003cbr\u003e\u003cbr\u003eDescription: \u003cbr\u003e\u003cb\u003eA \u003ci\u003eWall Street Journal \u003c\/i\u003eBestseller! \u003cbr\u003e\u003cbr\u003eFrom the bestselling author of \u003ci\u003eGrowth IQ\u003c\/i\u003e comes a guide to enhancing customer and employee experience simultaneously for unprecedented revenue growth\u003c\/b\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eA \u003ci\u003eWall Street Journal \u003c\/i\u003eBestseller! \u003cbr\u003e\u003cbr\u003eFrom the bestselling author of \u003ci\u003eGrowth IQ\u003c\/i\u003e comes a guide to enhancing customer and employee experience simultaneously for unprecedented revenue growth\u003c\/b\u003e\u003cbr\u003e\u003cbr\u003eIn 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 \u003ci\u003ehinders\u003c\/i\u003e growth in the long run. The most successful companies adopt an \u003cb\u003eExperience Mindset\u003c\/b\u003e that strengthens \u003ci\u003eboth \u003c\/i\u003eemployee experience (EX) and customer experience (CX) at the same time.\u003cbr\u003e\u003cbr\u003eBased on exclusive research from two Salesforce-sponsored studies of thousands of employees and c-suite executives, \u003ci\u003eThe Experience Mindset\u003c\/i\u003e 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-\u003cbr\u003e\u003cbr\u003e\u003cul\u003e\n\u003cli\u003eHow people, processes, technology, and culture      contribute to the \"virtuous cycle\" of EX and CX.\u003c\/li\u003e\n\u003cli\u003eWhy      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)\u003c\/li\u003e\n\u003cli\u003eHow      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.)\u003c\/li\u003e\n\u003cli\u003eWhat      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. \u003c\/li\u003e\n\u003c\/ul\u003e\u003cbr\u003eEmployees 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.","brand":"Ships in 10 to 15 days","offers":[{"title":"Default Title","offer_id":44304243228830,"sku":"UBD-9780593542699","price":74.78,"currency_code":"AUD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0400\/9043\/5742\/files\/9780593542699.jpg?v=1726570704","url":"https:\/\/classicbargains.com.au\/products\/9780593542699","provider":"Classic Bargains Australia","version":"1.0","type":"link"}