Tiffani Bova - The Missing Piece for Success: Integrating Employee and Customer Experiences
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Tiffani Bova - The Missing Piece for Success: Integrating Employee and Customer Experiences
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Focusing on employee experience is crucial for creating great customer experiences and business growth.
A holistic approach to employee experience is crucial for growth, as companies with high employee satisfaction ratings have a faster growth rate than those without.
On the other hand, poor employee experience can negatively impact customers and growthWe invited Tiffani Bova, Growth and Innovation Evangelist at Salesforce, to help us break down the impact of employee experience.
In her new book, The Experience Mindset, Tiffani emphasizes the importance of employee experience in creating great customer experiences. Bova’s research shows that a strong employee experience leads to a better customer experience, resulting in significantly better growth rates.
Companies with high customer experience and employee satisfaction ratings had a 1.8 times faster growth rate than those that did not. However, Bova notes that nobody in organizations owned employee experience and that companies often did nothing with the information they captured from employee surveys.
The negative impact of a poor employee experience was also highlighted, including losing both customers and employees and the ripple effect it has on the organization.