Hardware Podcasts

144: The Experience Mindset: Creating an Amazing Customer Experience through a Great Employee Experience

Manufacturing Happy Hour · 11 Jul 2023 · 47m

What this episode covers

Tiffani Bova, Growth and Innovation Evangelist at Salesforce and author of The Experience Mindset, explains why manufacturing leaders must balance customer experience with employee experience. She argues that while companies prioritize customers, they often unintentionally increase employee effort, leading to a gap in satisfaction and performance. Bova shares research showing that companies excelling in both areas grow 1.8 times faster and advises leaders to get out of their offices, hire outside traditional pools, and measure employee metrics with the same rigor as customer metrics.

Most relevant to

large enterprises

Topics

Mentioned

Companies
Salesforce, KUKA Robotics, Ritz Carlton, Southwest, Starbucks, Gartner, Volkswagen, Airbnb
Products
The Experience Mindset

Related episodes from other shows

Other shows on the same ground, closest first.

  • The Manufacturing Executive · 26m

    Leading by Listening w/ Joe Molesky

    Joe Molesky, Vice President of Operations at MultiSource Manufacturing LLC, discusses why traditional 'canned lean' tools often fail and argues for a leadership approach rooted in listening to customers and leveraging employee strengths. He illustrates this with the story of his uncle, a millwright whose creative ideas were dismissed by management, leading to a career-long focus on people-first leadership. Molesky details how MultiSource and previous companies like Landscape Structures succeeded by aligning production systems directly with customer-defined value, such as configurability, rather than forcing generic methodologies onto the shop floor.

    Leadership, teams & cultureDesign for manufacturing & NPI
    6 chapters

  • The Manufacturing Executive · 29m

    The Augmented Workforce: Enabling Humans with Technology

    Trond Undheim, co-author of Augmented Lean and lead ecosystem evangelist at Tulip, argues that manufacturing leaders must shift from 'mindless automation' to an 'augmented workforce' model that prioritizes human innovation over surface-level efficiency. He explains that digital transformation should not simply be pasted onto existing lean processes but must fundamentally reshape organizational structures to simplify interfaces for frontline workers. Undheim cites companies like Stanley Black & Decker and DMG Mori as examples of organizations successfully implementing this human-centric approach to technology.

    Leadership, teams & cultureIndustrial & consumer product design
    8 chapters

  • The Manufacturing Executive · 31m

    Advancing the Manufacturing Community by Banding Together w/ Marc Braun & Jonathan Jones

    Marc Braun, Chairman of the Association for Manufacturing Excellence (AME) and former President of Cambridge Air Solutions, and Jonathan Jones, Consortium Facilitator at AME, discuss how manufacturing leaders can overcome fear and build collaborative networks to drive operational excellence. They explain how AME’s St. Louis chapter uses peer-to-peer tours, daily management systems, and special interest groups for HR and supply chain to share best practices and develop leaders. The guests emphasize that transparency and 'people-centric leadership' create employee pride and engagement, which are essential for navigating challenges like labor shortages and rapid change.

    Leadership, teams & cultureHiring & workforce
    6 chapters

  • The Manufacturing Executive · 43m

    Cultivating More Effective Manufacturing Leaders w/ Bill Remy

    Bill Remy, CEO of TBM Consulting Group, argues that manufacturing leadership gaps are as critical as front-line labor shortages, driven by the outdated practice of promoting technical experts without providing leadership training. He emphasizes that effective leaders must focus on process improvement, safety, and quality rather than acting as 'cheap firefighters,' and must actively engage with the shop floor to build trust and retain talent. Rey also advises midsize manufacturers to adopt a 'crawl, walk, run' approach to technology adoption, focusing on specific problem statements and change management rather than chasing trends like AI without clear business cases.

    Leadership, teams & cultureHiring & workforce
    7 chapters

  • Lights Out · 42m

    Coached—Not Just Monitored: How the Best Shops Turn Data into Action, Ep #26

    Hosts Nick Goellner and David Buick of MakingChips discuss the transition from monitored to coached manufacturing shops, emphasizing that data must drive action. They define OEE (Overall Equipment Effectiveness) as availability, performance, and quality, noting that world-class shops achieve 70-75% OEE while many struggle around 20%. Goellner introduces 'Other OEE' (Overall Employee Engagement) to measure human performance, arguing that coaching culture and daily stand-ups are essential to turning metrics into continuous improvement.

    Quality & yieldFactory operations & automation
    8 chapters

The summary, chapters and topics are generated from the episode’s audio by this directory, not written by Manufacturing Happy Hour. The episode itself belongs to its publisher.