Tiffani Bova Knihy

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 growth. In the battle for customer acquisition, businesses often invest heavily in improving customer experience, but this can strain employees and yield diminishing returns. Tiffani Bova argues that a narrow focus on customer experience, without considering employee impact, can hinder long-term growth. Successful companies adopt an Experience Mindset that strengthens both employee experience (EX) and customer experience (CX) simultaneously. Drawing on exclusive research from Salesforce-sponsored studies involving thousands of employees and executives, this guide explains how to implement an Experience Mindset at scale. It emphasizes the importance of a balanced approach to company strategy that includes all stakeholders—IT, Marketing, Sales, Operations, and HR—along with clear KPIs and accountability. The book features case studies from leading companies, illustrating how people, processes, technology, and culture contribute to the “virtuous cycle” of EX and CX. It also discusses effective technology rollouts that enhance both experiences, noting that only 20% of customer-facing employees feel technology eases their work. Lastly, it highlights metrics for measuring EX, CX, and their combined effects. Investing in employees is essential for competitiv