Lifechanging Book: The Experience Mindset, by Tiffany Bova

Favorite Takeaways:

• Sustainable business growth hinges on balancing employee experience (EX) and customer experience (CX), as satisfied employees deliver superior customer interactions.

• Culture is one of the few things that competitors cannot replicate, it’s a unique value proposition. Culture starts at the top of the organization and cascades through all levels via clear strategies and values.

• Culture shapes how employees and stakeholders interact internally and externally. Leaders must act in ways that are consistent with the company’s values to build and maintain trust and set the company’s culture tone.

• Prioritizing EX fosters trust, innovation, and loyalty, creating a virtuous cycle that drives revenue and retention of both employees and customers.

• Regularly survey employees on experiences, involving management in AMAs or idea channels to build trust. Consider simple tools like “The Stupid Shit We Do!” email inbox to uncover frustrations and streamline ops.