LEADER 00000pam  2200313 i 4500 
003    DLC 
005    20230905081559.0 
008    221121s2023    nyua   e b    001 0 eng   
010      2022054558 
020    9780593542699|q(hardcover) 
040    DLC|beng|erda|cDLC|dGCmBT|dNjBwBT|dUtOrBLW 
042    pcc 
082 00 658.4/06|223/eng/20221121 
092    658.406|bBOV 
100 1  Bova, Tiffani,|eauthor. 
245 14 The experience mindset :|bchanging the way you think about
       growth /|cTiffani Bova. 
264  1 [New York] :|bPortfolio/Penguin,|c[2023] 
300    xxii, 262 pages :|billustrations ;|c24 cm 
336    text|btxt|2rdacontent 
337    unmediated|bn|2rdamedia 
338    volume|bnc|2rdacarrier 
504    Includes bibliographical references (pages 225-248) and 
       index. 
520    "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"--|cProvided by publisher. 
650  0 Business planning. 
650  0 Strategic planning. 
650  0 Corporations|xGrowth. 
650  0 Success in business.