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Author: Tiffani Bova Publisher: Penguin ISBN: 059354269X Category : Business & Economics Languages : en Pages : 289
Book Description
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 war for customer acquisition, businesses invest millions of dollars to improve customer experience. They deliver packages faster, churn out new products, and endlessly revamp their UI, often putting greater strain on employees for diminishing returns. According to Tiffani Bova, this siloed focus on customer experience – without considering the impact on your staff – actually hinders growth in the long run. The most successful companies adopt an Experience Mindset that strengthens both employee experience (EX) and customer experience (CX) at the same time. Based on exclusive research from two Salesforce-sponsored studies of thousands of employees and c-suite executives, The Experience Mindset details exactly how your company can adopt an Experience Mindset, at scale. It’s not enough to know that happy employees equals happy customers. You must have an intentional, balanced approach to company strategy that involves all stakeholders – IT, Marketing, Sales, Operations, and HR – with KPIs and ownership over outcomes. In this ground-breaking book, filled with case studies of leading companies and never-before-seen research, you’ll learn: How people, processes, technology, and culture contribute to the “virtuous cycle” of EX and CX. Why the best companies have programs that minimize the customer’s effort as well as the employee’s effort (and how companies like Southwest and Best Buy get this right) How to effectively roll out technology solutions that boost both EX and CX (hard truth: only 20% of customer-facing employees believe technology makes their job easier. Employees want a seamless technology experience, just like your customers.) What metrics you can use to measure EX, CX, and ultimately, the effect of the two together. You can’t improve what you can’t measure. Employees are the heart of your business. If you want to remain competitive in today’s marketplace, investing in people is no longer a nice-to-have, but rather a must have.
Author: Tiffani Bova Publisher: Penguin ISBN: 059354269X Category : Business & Economics Languages : en Pages : 289
Book Description
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 war for customer acquisition, businesses invest millions of dollars to improve customer experience. They deliver packages faster, churn out new products, and endlessly revamp their UI, often putting greater strain on employees for diminishing returns. According to Tiffani Bova, this siloed focus on customer experience – without considering the impact on your staff – actually hinders growth in the long run. The most successful companies adopt an Experience Mindset that strengthens both employee experience (EX) and customer experience (CX) at the same time. Based on exclusive research from two Salesforce-sponsored studies of thousands of employees and c-suite executives, The Experience Mindset details exactly how your company can adopt an Experience Mindset, at scale. It’s not enough to know that happy employees equals happy customers. You must have an intentional, balanced approach to company strategy that involves all stakeholders – IT, Marketing, Sales, Operations, and HR – with KPIs and ownership over outcomes. In this ground-breaking book, filled with case studies of leading companies and never-before-seen research, you’ll learn: How people, processes, technology, and culture contribute to the “virtuous cycle” of EX and CX. Why the best companies have programs that minimize the customer’s effort as well as the employee’s effort (and how companies like Southwest and Best Buy get this right) How to effectively roll out technology solutions that boost both EX and CX (hard truth: only 20% of customer-facing employees believe technology makes their job easier. Employees want a seamless technology experience, just like your customers.) What metrics you can use to measure EX, CX, and ultimately, the effect of the two together. You can’t improve what you can’t measure. Employees are the heart of your business. If you want to remain competitive in today’s marketplace, investing in people is no longer a nice-to-have, but rather a must have.
Author: Tiffani Bova Publisher: Penguin ISBN: 0525534407 Category : Business & Economics Languages : en Pages : 354
Book Description
A WALL STREET JOURNAL BESTSELLER Do you know the best way to drive your company's growth? If not, it's time to boost your Growth IQ. Trying to find the one right move that will improve your business's performance can feel overwhelming. But, as you'll discover in Growth IQ, there are just ten simple--but easily misunderstood--paths to growth, and every successful growth strategy can be boiled down to picking the right combination and sequence of these paths for your current context. Tiffani Bova travels around the world helping companies solve their most vexing problem: how to keep growing in the face of stiff competition and a fast-changing business environment. Whether she's presenting to a Fortune 500 board of directors or brainstorming over coffee with a startup founder, Bova cuts through the clutter and confusion that surround growth. Now, she draws on her decades of experience and more than thirty fascinating, in-depth business stories to demonstrate the opportunities--and pitfalls--of each of the ten growth paths, how they work together, and how they apply to business today. You'll see how, for instance: * Red Bull broke Coca-Cola and PepsiCo's stranglehold on the soft drink market by taking the Customer Base Penetration path to establish a foothold with adventure sports junkies and expand into the mainstream. * Marvel transformed itself from a struggling comic book publisher into a global entertainment behemoth by using a Customer and Product Diversification strategy and shifting their focus from comic books to comic book characters in movies. * Starbucks suffered a brand crisis when they overwhelmed their customers with a Product Expansion strategy, and brought back CEO Howard Schultz to course-correct by returning to the Customer Experience path. Through Bova's insightful analyses of these and many other case studies, you'll see why it can be a mistake to imitate strategies that worked for your competitors, or rely on strategies that worked for you in the past. To grow your company with confidence, you first need to grow your Growth IQ.
Author: , The Arbinger Institute Publisher: Berrett-Koehler Publishers ISBN: 1626567174 Category : Business & Economics Languages : en Pages : 189
Book Description
Unknowingly, too many of us operate from an inward mindset—a narrow-minded focus on self-centered goals and objectives. When faced with personal ineffectiveness or lagging organizational performance, most of us instinctively look for quick-fix behavioral band-aids, not recognizing the underlying mindset at the heart of our most persistent challenges. Through true stories and simple yet profound guidance and tools, The Outward Mindset enables individuals and organizations to make the one change that most dramatically improves performance, sparks collaboration, and accelerates innovation—a shift to an outward mindset.
Author: Michael Hyatt Publisher: Baker Books ISBN: 1493433970 Category : Self-Help Languages : en Pages : 150
Book Description
Do you trust the voice in your head? Our brains are remarkable. They subconsciously translate the events around us into meaningful storylines that inform what we think and how we live. The problem is, the stories our minds feed us as facts aren't always true. Worse, these stories turn into false beliefs about others, the world, and ourselves that keep us from our true potential. These limiting beliefs confront us all. But what if you could harness your brain's operating system to tell a new story? Not just any story. A true story that empowers you to overcome limitations and surpass your goals. Drawing upon the latest insights in performance psychology, neuroscience, and cognitive science, as well as case studies from their own clients, New York Times bestselling author Michael Hyatt and Megan Hyatt Miller outline a framework anyone can follow to test their own assumptions and start living better, truer stories that shape superior outcomes in business and life.
Author: The Arbinger Institute Publisher: Berrett-Koehler Publishers ISBN: 1576755029 Category : Business & Economics Languages : en Pages : 193
Book Description
Explains why self-deception is at the heart of many leadership problems, identifying destructive patterns that undermine the successes of potentially excellent professionals while revealing how to improve teamwork, communication, and motivation. Reprint.
Author: Carol S. Dweck Publisher: Ballantine Books ISBN: 0345472322 Category : Psychology Languages : en Pages : 322
Book Description
From the renowned psychologist who introduced the world to “growth mindset” comes this updated edition of the million-copy bestseller—featuring transformative insights into redefining success, building lifelong resilience, and supercharging self-improvement. “Through clever research studies and engaging writing, Dweck illuminates how our beliefs about our capabilities exert tremendous influence on how we learn and which paths we take in life.”—Bill Gates, GatesNotes “It’s not always the people who start out the smartest who end up the smartest.” After decades of research, world-renowned Stanford University psychologist Carol S. Dweck, Ph.D., discovered a simple but groundbreaking idea: the power of mindset. In this brilliant book, she shows how success in school, work, sports, the arts, and almost every area of human endeavor can be dramatically influenced by how we think about our talents and abilities. People with a fixed mindset—those who believe that abilities are fixed—are less likely to flourish than those with a growth mindset—those who believe that abilities can be developed. Mindset reveals how great parents, teachers, managers, and athletes can put this idea to use to foster outstanding accomplishment. In this edition, Dweck offers new insights into her now famous and broadly embraced concept. She introduces a phenomenon she calls false growth mindset and guides people toward adopting a deeper, truer growth mindset. She also expands the mindset concept beyond the individual, applying it to the cultures of groups and organizations. With the right mindset, you can motivate those you lead, teach, and love—to transform their lives and your own.
Author: Esther Pia Cordova Publisher: Createspace Independent Publishing Platform ISBN: 9781545237274 Category : Girls Languages : en Pages : 0
Book Description
"Enna is a girl who doesn't believe in herself and often utters the phrase "I can't do that!" One night in a dream she sees all the possible future versions of herself, discovering that she can be any of those versions with time, knowledge and dedication. She develops a growth mindset throughout her journey and instead of saying "I can't do that," she learns to say "I can't do that YET!"--Back cover.
Author: Peter Wells Publisher: Crown House Publishing Ltd ISBN: 1785835092 Category : Games & Activities Languages : en Pages : 269
Book Description
Written by Barry Hymer and Peter Wells, Chess Improvement: It's all in the mindset is an engaging and instructive guide that sets out how the application of growth mindset principles can accelerate chess improvement. With Tim Kett and insights from Michael Adams, David Howell, Harriet Hunt, Gawain Jones, Luke McShane, Matthew Sadler and Nigel Short. Foreword by Henrik Carlsen, father of world champion Magnus Carlsen. Twenty-first-century knowledge about skills development and expertise requires us to keep such mystical notions as fixed 'talent' in perspective, and to emphasise instead the dynamic and malleable nature of these concepts. Nowhere is this more apparent than in chess, where many gifted players fall prey to plausible but self-defeating beliefs and practices - and thereby fail to achieve the levels their 'natural' abilities predicted. Happily, however, the reverse can be true too; through learned dispositions such as grit, risk-taking, strategic thinking and a capacity for sheer hard work, players of apparently modest abilities can achieve impressive results. Blending theory, practice and the distinct but complementary skills of two authors - one an academic (and amateur chess player) and the other a highly regarded England Chess Olympiad coach (and grandmaster) - Chess Improvement is an invaluable resource for any aspirational chess player or coach/parent of a chess player. Barry and Peter draw on interviews conducted with members of England's medal-winning elite squad of players and provide a template for chess improvement rooted in the practical wisdom of experienced chess players and coaches. They also include practical illustrative descriptions from the games and chess careers of both developing and leading players, and pull together themes and suggestions in a way which encourages readers to create their own trajectories for chess improvement.
Author: Christian Busch Publisher: Penguin ISBN: 0593086023 Category : Business & Economics Languages : en Pages : 386
Book Description
Good luck isn’t just chance—it can be learned and leveraged—and The Serendipity Mindset explains how you can use serendipity to make life better at work, at home—everywhere. Many of us believe that the great turning points and opportunities in our lives happen by chance, that they’re out of our control. Often we think that successful people—and successful companies and organizations—are simply luckier than the rest of us. Good fortune—serendipity—just seems to happen to them. Is that true? Or are some people better at creating the conditions for coincidences to arise and taking advantage of them when they do? How can we connect the dots of seemingly random events to improve our lives? In The Serendipity Mindset, Christian Busch explains that serendipity isn’t about luck in the sense of simple randomness. It’s about seeing links that others don’t, combining these observations in unexpected and strategic ways, and learning how to detect the moments when apparently random or unconnected ideas merge to form new opportunities. Busch explores serendipity from a rational and scientific perspective and argues that there are identifiable approaches we can use to foster the conditions to let serendipity grow. Drawing from biology, chemistry, management, and information systems, and using examples of people from all walks of life, Busch illustrates how serendipity works and explains how we can train our own serendipity muscle and use it to turn the unexpected into opportunity. Once we understand serendipity, Busch says, we become curators of it, and luck becomes something that no longer just happens to us—it becomes a force that we can grasp, shape, and hone. Full of exciting ideas and strategies, The Serendipity Mindset offers a clear blueprint for how we can cultivate serendipity to increase innovation, influence, and opportunity in every aspect of our lives.
Author: Amy Baldwin Publisher: The National Resource Center for The First-Year Experience ISBN: 1942072384 Category : Education Languages : en Pages : 209
Book Description
In recent years, growth mindset, resilience, and belonging have become popular topics for research and practice among college educators. The authors of this new volume deepen the conversation around these noncognitive factors that significantly impact student success. Along with offering support for the development of learning mindsets, this book contains strategies for faculty and staff to consider as they create initiatives, programs, and assessments for use in and outside the classroom. Informative features include: - Learning Mindset Stories, highlighting how students, faculty, and staff members dealt with issues related to belonging, growth mindset, and resilience; - Campus Conversations, providing questions for generating discussion among faculty, staff, and students on what institutions can do to incorporate learning mindsets with an eye toward student success; and - Next Steps, serving as a roadmap for implementing institutional change.
Author: Tiffani Bova
Author: Tiffani Bova
Author: Tiffani Bova
Author: , The Arbinger Institute
Author: Michael Hyatt
Author: The Arbinger Institute
Author: Carol S. Dweck
Author: Esther Pia Cordova
Author: Peter Wells
Author: Christian Busch
Author: Amy Baldwin