James' World 2

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TIFFANI BOVA: Look, your employees spend one-third of their lives, 90,000 hours, at this thing called work. But unfortunately, a majority of employees are dissatisfied.

When we crossed the threshold into the digital revolution, we found ourselves really trying to reduce the effort for customer, and unfortunately, the effort for the employee went up. In the end, we saw the Great Resignation, and now we have quiet quitting. So many organizations are asking employees for more, but they’re giving them less. It makes you quickly realize employees are stressed, employees are burnt out.

So how do we fix this problem? My name is Tiffani Bova. I’m the author of the Wall Street Journal bestselling book, “The Experience Mindset.” We’ve really been over-focused on being so customer-centric that we’ve left our employees behind. Some of the most well-known brands in the world are finding themselves facing a crisis of prioritization. They so over-prioritized customer that employees have said enough is enough. You may be the most customer-centric company on the planet, but maybe your employees aren’t happy. They’re saying, “I’m driving my delivery truck in 105-degree temperature with no air conditioning so that you can hit your two-hour delivery commitment.”

There is no shortage of reasons why employees are no longer as satisfied, willing, or committed to do what they do every single day. How supported are they to do their job? Are they trained and enabled in the skills that they will need not only today but in the future? Is there trust between the employee and the company? All of these things make up the totality of the employee experience, and when you get dissatisfaction in any or all of those categories, lots of things start happening. People start quitting their jobs, and then you don’t have enough people to work. Or you start to see that quiet quitting, where it’s just a paycheck. They continue working at their jobs, and they give poor service, which then means your customers don’t come back, which means the company doesn’t grow.

Make no mistake, there is a deep connection between what employees do and feel every single day and what the customers feel and do every single day. When you have an unhappy employee set, your customer really notices it.

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