Tiffani Bova: The Power of a Remarkable Employee Experience
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The content segments revolve around the importance of employee experience (EX) and its connection to customer experience (CX). Tiffani Bova, Salesforce's Global Customer Growth and Innovation Evangelist, discusses the impact of poor EX on companies like Twitter and emphasizes the need for organizations to prioritize employee satisfaction.
Tiffani highlights the critical importance of employee experience and its connection to customer experience. She compares EX to CX and discusses the negative impact of poor EX on companies like Twitter. Tiffani suggests that leaders may unintentionally neglect employees and customers when applying the same approach that worked for their other successful companies to a new acquisition.
Tiffani explains the concept of CX and EX and how they are connected. She emphasizes that organizations often focus more on CX and neglect the employees who deliver that experience. Tiffani suggests that reducing effort for the customer leads to a better experience, while increasing effort for the employee leads to a worse experience.
Tiffani discusses the key elements that need to be fixed to improve employee experience, including outdated technology and lack of integration and collaboration. She suggests that executives should regularly engage with their employees to foster better understanding and management.
Tiffani emphasizes the importance of executives spending time with their employees to understand their day-to-day experiences. She suggests that executives should periodically serve in customer service or man the phone lines to uncover issues and generate new ideas.
Tiffani suggests aligning metrics for both employee and customer experiences, such as tracking employee net promoter score (ENPS) alongside customer net promoter score (NPS). She introduces the concept of ENPS and suggests using instant feedback mechanisms to gather insights on employee pain points and areas for improvement.
Overall, the content segments highlight the critical importance of employee experience and its connection to customer experience. Tiffani Bova emphasizes the need for organizations to prioritize employee satisfaction, address technology issues, and foster better understanding and management through regular engagement with employees. By aligning metrics and changing the mindset, organizations can drive the necessary changes to improve both EX and CX.
The content segments revolve around the importance of employee experience (EX) and its connection to