Happy customers are the lifeblood of an organization–but understanding what they need takes a daily commitment. In this episode, Salesforce Growth Evangelist Tiffani Bova and West Monroe Managing Director Pablo Alejo share how companies can become obsessed with their customers’ needs, how to connect employee experience to growth, and examples of four companies who are getting it right.

Don’t miss these highlights:

1:00 - Introductions
1:56 - Tiffani Bova’s background
2:53 - Most common questions from companies who want to improve their customer engagement
4:17 - Who owns the customer experience
6:00 - Happy employees lead to happy customers
8:08 - Why aren’t companies getting it right?
9:46 - Importance of employee recognition and how it plays into customer satisfaction
11:53 - Tiffani’s inspiration for her book “Growth IQ”
13:35 - Pablo Alejo joins conversation
14:33 - Importance of customer centricity and what does it really mean?
17:30 - Examples of companies are that getting customer centricity right
22:32 - Step one in determining if and how to improve your company’s customer experience
24:07 - What to do if your customers don’t know what they want
26:38 - It starts with the customer
28:31 - Jobs to be done doesn’t change; it’s the solution that changes
31:14 - How do you know when the timing is right for a new solution
32:45 - What does digital mean to Tiffani and Pablo