The Experience Mindset.

Tiffani Bova is the global customer growth and innovation evangelist at Salesforce, and the Wall Street Journal bestselling author of “Growth IQ”. Her new book is “THE EXPERIENCE MINDSET: Changing the Way You Think About Growth”.

Over the past two decades, she has led large revenue-producing divisions at businesses ranging from start-ups to the Fortune 500. As a Research Fellow at Gartner, her cutting-edge insights helped Microsoft, Cisco, Salesforce, Hewlett-Packard, IBM, Oracle, SAP, AT&T, Dell, Amazon-AWS, and other prominent companies expand their market share and grow their revenues. She has been named one of the Top 50 business thinkers in the world by Thinkers50 twice.

She is also the host of the podcast What’s Next! with Tiffani Bova.

Tiffani lives in Los Angeles, California.

The Experience Mindset:

• You spent much of your early career in Sales and Sales Management. What do you think are the keys to becoming a great salesperson?
• Global Growth and Innovation Evangelist at Salesforce? Briefly explain what you are responsible for in this role.
• “THE EXPERIENCE MINDSET: Changing the Way You Think About 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.”
• Please introduce what you mean by The Experience Mindset.
  • Why the need for increased focus on the employee experience (EX) and customer experience (CX) at the same time?
  • Please share an example of how the lack of an “experience mindset” can negatively impact a business?
  • What does it look like when a small business has and focuses on developing the “experience mindset”? 
  • How does an “increased focus on EX magnify growth many times over, increasing revenue and profits by more than 50 percent”?

• Please share some thoughts on how to effectively roll out technology solutions that boost both EX and CX.
  • What are your high-level thoughts on how AI (i.e. ChatGPT) will impact small business?
• What can small businesses owners learn from this? How do I apply this Mindset to a very small business?
  • “69% of employees say they’d work harder if they were better appreciated.”
  • “Companies that excel at customer experience have 1.5x more engaged employees than companies with a record of poor customer experience.”
  • In your book your share it starts with the C-suite, so for small businesses owners it obviously starts with the owners and leaders.
  • How do I know if I am prioritizing CX at the expense of EX?
• How can I start developing an experience mindset immediately to help me grow my small business?