Tiffani Bova on elevating the employee experience in your SMB

One of the often overlooked factors in the success of your business is your employee’s experience so it’s critical to invest in your team. A new book, set to be released on June 6, titled, The Experience Mindset: Changing the Way You Think About Growth, was written by Global Customer Growth and Innovation Evangelist at Salesforce, Tiffani Bova. Today on the Small Business Show, Bova shares insights on the importance of investing in employee experience to drive business growth.

Bova explains that her motivation for writing the book came from realizing the significance of the employee aspect in driving innovation, culture, and growth within companies. She conducted a two-year research project to understand how employee experience impacts business growth, particularly in customer-facing roles.

One key takeaway from Bova’s research is that many companies focus more on their customers than their employees. She emphasizes the need for companies to ensure that employees have the necessary tools, systems, and support to provide excellent customer service. Bova cites examples of inefficiencies in call centers and highlights the impact of technology and training on employee productivity and satisfaction.

Bova acknowledges that companies often overlook the employee experience because of concerns about cost and expenses. However, she argues that not investing in employee training and development can be even more costly in terms of customer dissatisfaction and lost opportunities for growth.

When asked about the responsibility of owning the employee experience, Bova notes that three-quarters of companies currently have no one taking ownership of it. She stresses the need for a mindset shift within organizations to consider the impact of customer-focused initiatives on employees. Bova encourages companies to track both customer satisfaction and employee satisfaction indices to understand the correlation between the two.

Bova discusses the challenges faced by companies in prioritizing employee experience, particularly in larger organizations. They agree that small businesses have an advantage in creating a positive employee experience, as it is easier to implement changes and foster a culture of care.

In conclusion, Bova emphasizes the importance of aligning employee satisfaction with customer satisfaction for business success. By investing in employees and addressing their needs, companies can create a positive work environment that leads to greater engagement, customer satisfaction, and ultimately, business growth.