Tiffani Bova Bücher

Tiffani Bova, the Growth and Innovation Evangelist at Salesforce, draws on her expertise as a consultant and practitioner to devise a new framework for business leaders looking to pursue growth. We're witnessing an age of endless customisation, and growth strategy is no exception. There's no one size fits all strategy; a winning strategy for one business may spell doom for another. Bova breaks down the strategies deployed by a wide range of companies to show you how: * GE and John Deere have lasted over a century and continue to thrive by combining their strategy of innovative product development with a renewed focus on R&D and customer experience. * Marvel transformed from a struggling comic book publisher to a global entertainment behemoth by realigning their market penetration strategy to focus on comic book characters, instead of just comic books. * Gateway's attempt at market expansion into brick-and-mortar retail led to its failure, while the same move by Apple has accelerated its growth.

A Wall Street Journal Bestseller! From the bestselling author of Growth IQ comes a guide to enhancing customer and employee experience simultaneously for unprecedented revenue growthIn 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. In this ground-breaking book, filled with case studies of leading companies and never-before-seen research, you’ll How people, processes, technology, and culture contribute to the “virtuous cycle” of EX and CX.Why 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)How to effectively roll out technology solutions that boost both EX and CX (hard only 20% of customer-facing employees believe technology makes their job easier. Employees want a seamless technology experience, just like your customers.)What 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. 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.