A brilliant guide to enhancing both customer and employee experiences for unprecedented revenue growth. In the race to attract customers, companies invest millions of dollars in improving customer experience, striving for faster package delivery, constant new product launches, and endless redesigns of user interfaces; all of which places a greater burden on employees for diminishing returns. Tiffani Bova therefore demonstrates that an isolated focus solely on customer experience – without considering its impact on employees – hinders long-term growth, and that the most successful companies adopt an "experience mindset" that enhances both employee and customer experiences simultaneously. Based on exclusive research from two Salesforce-sponsored studies involving thousands of employees and executives, this book details how your company can adopt this mindset on a large scale. It's not enough to know that happy employees mean happy customers; you must have a balanced and intentional approach in your company strategy, encompassing all stakeholders – from IT, marketing, and sales to operations and human resources – with key performance indicators and clear accountability for results. In this groundbreaking book, filled with case studies from major companies and unprecedented research, you will learn: How the four elements: People, Process, Technology, and Culture, contribute to creating the "best cycle" for both employee and customer experiences. Why the best companies have programs that reduce both customer and employee effort (and how companies like Southwest and Best Buy succeeded in this). How to launch technological solutions that effectively enhance both customer and employee experiences. The metrics you can use to measure customer and employee experiences and their combined impact; because you cannot improve what you cannot measure. Employees are the heart of your business, and if you want to remain competitive in today's market, investing in them is no longer an optional extra but an absolute necessity.