Shep Hyken interviews Tiffani Bova, bestselling author and global customer growth and innovation evangelist at Salesforce. She discusses the link between employee experience, customer experience, and company growth.
“The customer should be at the center of all your decisions. They are your true north.”
“Focusing on employee experience and happy employees is not about creating a role or a group. It is not about budget, headcount, or who has control. It is about shifting the mindset.”
“Often the C-suite is not aware that there is lack of integration, outdated tactics, broken processes, and access to data in companies that affect customer-facing employees the most.”
“Many executives don’t use the tech their employees use. They do not experience inefficiency, yet they are very focused on productivity. They focus on the customers, but they are not aware of what systems, tools, and training are in place that allow or inhibit their employees to be the best that they could be.”
Tiffani Bova is the global customer growth and innovation evangelist at Salesforce. She is the Wall Street Journal, bestselling author of Growth IQ. Her latest book, The Experience Mindset: Changing the Way You Think About Growth, is now available on Amazon.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
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