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

- Show: [Manufacturing Happy Hour](https://hardwarepodcasts.com/podcast/manufacturing-happy-hour)
- Published: 2023-07-11
- Length: 47m
- Page: https://hardwarepodcasts.com/podcast/manufacturing-happy-hour/2023-07-11-144-the-experience-mindset-creating-an-amazing-customer-experience-through-a-gre
- Listen: http://manufacturinghappyhour.com

## Summary

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.

## Chapters

- [0:00](https://hardwarepodcasts.com/podcast/manufacturing-happy-hour/2023-07-11-144-the-experience-mindset-creating-an-amazing-customer-experience-through-a-gre#t=0) Introduction: Tiffani Bova and The Experience Mindset
- [3:56](https://hardwarepodcasts.com/podcast/manufacturing-happy-hour/2023-07-11-144-the-experience-mindset-creating-an-amazing-customer-experience-through-a-gre#t=236) The Definition and Imbalance of Experience Mindset
- [5:43](https://hardwarepodcasts.com/podcast/manufacturing-happy-hour/2023-07-11-144-the-experience-mindset-creating-an-amazing-customer-experience-through-a-gre#t=343) Why Customer Experience Often Overpowers Employee Experience
- [8:58](https://hardwarepodcasts.com/podcast/manufacturing-happy-hour/2023-07-11-144-the-experience-mindset-creating-an-amazing-customer-experience-through-a-gre#t=538) Salesforce Research: The Link Between Employee and Customer Experience
- [12:59](https://hardwarepodcasts.com/podcast/manufacturing-happy-hour/2023-07-11-144-the-experience-mindset-creating-an-amazing-customer-experience-through-a-gre#t=779) Best Practices: Ritz Carlton, Southwest, and Hiring Strategies
- [21:41](https://hardwarepodcasts.com/podcast/manufacturing-happy-hour/2023-07-11-144-the-experience-mindset-creating-an-amazing-customer-experience-through-a-gre#t=1301) The Leadership Gap: Why Executives Don't Know What's Happening
- [26:28](https://hardwarepodcasts.com/podcast/manufacturing-happy-hour/2023-07-11-144-the-experience-mindset-creating-an-amazing-customer-experience-through-a-gre#t=1588) Starbucks, Pandemic Shifts, and CEO Interventions
- [31:09](https://hardwarepodcasts.com/podcast/manufacturing-happy-hour/2023-07-11-144-the-experience-mindset-creating-an-amazing-customer-experience-through-a-gre#t=1869) Surprising Research Findings: Survey Data and Technology Gaps
- [34:09](https://hardwarepodcasts.com/podcast/manufacturing-happy-hour/2023-07-11-144-the-experience-mindset-creating-an-amazing-customer-experience-through-a-gre#t=2049) Defining Customer Success vs. Customer Service
- [38:44](https://hardwarepodcasts.com/podcast/manufacturing-happy-hour/2023-07-11-144-the-experience-mindset-creating-an-amazing-customer-experience-through-a-gre#t=2324) Measurement, Culture, and Final Takeaways

## Topics

- [Leadership, teams & culture](https://hardwarepodcasts.com/topic/leadership-and-culture)
- [Validation & product-market fit](https://hardwarepodcasts.com/topic/validation-and-product-market-fit)
- [Hiring & workforce](https://hardwarepodcasts.com/topic/hiring-and-workforce)

## Most relevant to

large enterprises

## Mentioned

- Salesforce (company)
- The Experience Mindset (product)
- KUKA Robotics (company)
- Ritz Carlton (company)
- Southwest (company)
- Starbucks (company)
- Gartner (company)
- Volkswagen (company)
- Airbnb (company)

## Related episodes from other shows

- [Leading by Listening w/ Joe Molesky](https://hardwarepodcasts.com/podcast/the-manufacturing-executive/2021-03-30-leading-by-listening-w-joe-molesky) (The Manufacturing Executive)
- [The Augmented Workforce: Enabling Humans with Technology](https://hardwarepodcasts.com/podcast/the-manufacturing-executive/2022-11-01-the-augmented-workforce-enabling-humans-with-technology) (The Manufacturing Executive)
- [Advancing the Manufacturing Community by Banding Together w/ Marc Braun & Jonathan Jones](https://hardwarepodcasts.com/podcast/the-manufacturing-executive/2021-12-14-advancing-the-manufacturing-community-by-banding-together-w-marc-braun-jonathan) (The Manufacturing Executive)
- [Cultivating More Effective Manufacturing Leaders w/ Bill Remy](https://hardwarepodcasts.com/podcast/the-manufacturing-executive/2024-11-19-cultivating-more-effective-manufacturing-leaders-w-bill-remy) (The Manufacturing Executive)
- [Coached—Not Just Monitored: How the Best Shops Turn Data into Action, Ep #26](https://hardwarepodcasts.com/podcast/lights-out/2025-10-17-coached-not-just-monitored-how-the-best-shops-turn-data-into-action-ep-26) (Lights Out)

## Citing this page

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