How Employee Experience Shapes Brand Perception

Marketing Podcast by Tiffany Boba

In this episode of the Duct Tape Marketing Podcast, we interview Tiffany Boba.she He is a Global Customer Growth and Innovation Evangelist for Salesforce and author of the Wall Street Journal bestseller, Growth IQ. Over the past 20 years, she has led high revenue generating departments at companies ranging from start-ups to Fortune 500 companies. Tiffany is also a podcast host.What’s next!with Tiffany Bova.

her new book Think Experience: Change the way you think about growthLet’s take a look at the relationship between employee experience (EX) and customer experience (CX) in business, and how companies should embrace the mindset of enhancing both EX and CX simultaneously. Tiffany emphasizes the need for a balanced approach to corporate strategy involving all stakeholders, including IT, marketing, sales, operations and human resources.

Important points:

Prioritizing employee experience alongside customer experience drives business success. Successful companies understand the correlation between employee happiness and customer happiness and prioritize both aspects. Effective leadership, a positive culture, and alignment between organizational goals and employee needs are key to creating balanced EX and CX. Companies need to adopt an experience mindset that incorporates employee feedback and empowers employees to reflect and gain insight into their customer experience practices and make informed decisions that improve both experiences.

Questions to ask Tiffany Boba:

• [02:12] How do you feel that customer focus is hurting the employee experience?
• [06:25] In most companies, customers interact with employees. So it seems very logical that happy employees make happy customers, but not many people invest in what seems logical. What do you think?
• [10:07] How much do you think is just leadership or just culture?
• [11:38] Many studies have been done on the attributes that are most important to an employee’s job. After paycheck, you need the tools you need to get the job done, right?
• [15:11] Where does employer branding fit in the employee experience conversation?
• [17:18] What has remote working from home brought to the concept of the employee and how has it changed the employee’s experience at the company? How has this become a challenge?
• [20:29] How can you make the employee experience meaningful without being seen as overreacting?

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This episode of the Duct Tape Marketing Podcast HubSpot Podcast Network.

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