In a business where creativity, customer satisfaction and operational excellence are the pillars of success, the balance between employee experience (EX) and customer experience (CX) can’t be overstated. Far too often, companies in this space focus heavily on satisfying customers without realizing that the employee experience directly influences the quality of service delivered.
The Experience Mindset provides a roadmap for achieving this balance, offering practical advice for fostering an environment where employees are as valued as customers. This is particularly important in the promotional products industry, where tight deadlines, custom orders and high customer expectations can place significant pressure on teams.
Why I chose this book:
The Experience Mindset is a game changer for promotional products professionals seeking to elevate their businesses. It challenges leaders to think beyond short-term wins and consider the long-term value of fostering a culture that prioritizes both employees and customers. Tiffani Bova’s insights are a refreshing reminder that investing in employee well-being and engagement can create a ripple effect that benefits everyone and everything, from the workforce to the bottom line.
I recommend it for:
This book is a must-read for promo pros at all levels, from owners of small distributorships to senior leaders at large suppliers. It’s especially useful for managers, HR professionals and sales teams looking to enhance their internal culture while simultaneously improving client relationships. If you’re striving to build a team that feels inspired, empowered and capable of delivering extraordinary value to clients, this book offers the blueprint to make it happen.
Key points:
From the perspective of promo pros, The Experience Mindset is an invaluable resource for learning how to align employee satisfaction with customer outcomes. Bova’s evidence-based approach provides actionable strategies that are directly applicable to the challenges and opportunities within this industry. Here are some of the most relevant takeaways:
The interdependence of EX and CX: Bova argues that an engaged and satisfied workforce is the backbone of exceptional customer experiences. In an industry where creativity and quick turnarounds are critical, this insight resonates deeply. A well-supported team is more likely to bring fresh ideas to the table, collaborate effectively and deliver personalized solutions that exceed client expectations.
Jessica Gibbons-Rauch, CAS
Manager of Professional Development, Learning Programs, PPAI
Measuring what matters: Promo pros often focus on metrics like order accuracy, turnaround time and customer satisfaction scores. Bova emphasizes the importance of pairing these with internal metrics that track employee engagement, retention and morale. By understanding how these factors influence each other, businesses can identify opportunities to improve both employee and customer satisfaction simultaneously.
Leadership in promo: One of the book’s core themes is the need for leaders to adopt a relational, rather than transactional, mindset. For those managing teams in the promotional products industry, this means going beyond quotas and deadlines to foster a culture of support and innovation. Leaders are encouraged to listen to their employees, provide opportunities for professional growth and create an environment where creativity can thrive.
Technology as an enabler: With the rise of online design tools, CRM systems and automated order tracking, technology plays a significant role in the promotional products industry. Bova warns against the risk of over-reliance on technology at the expense of human connection. For promo pros, this means using digital tools to enhance efficiency while maintaining the personal touch that clients value so highly.
Ripple effect through the supply chain: One of the book’s most compelling arguments is that a company’s culture impacts every level of its operations, including supplier and client relationships. In the promotional products industry, where businesses often work within complex supply chains, this insight is critical. Investing in employee satisfaction can create a ripple effect that improves supplier relationships, strengthens customer loyalty and drives long-term growth.
Addressing the challenges of burnout: Tight deadlines, last-minute changes and high client expectations can create stress for promo pros. Bova’s focus on the importance of employee well-being is a reminder that burnout can undermine even the most customer-focused organizations. By proactively addressing employee needs, companies can build more resilient teams that are equipped to handle the demands of the industry.
My takeaway:
For promotional products businesses, the book provides a clear framework for achieving sustainable growth by creating an environment where employees feel supported and empowered. By integrating Bova’s principles, companies can enhance their team’s creativity and efficiency, improve client satisfaction and build a reputation as a trusted partner in the industry.
What should I read next?
My library of business books is large, but I’m always looking to build it out. If you have any suggestions for business books that are meaningful to you, please let me know at JGR@ppai.org, and after I give it a read, I’ll share my impressions in PPAI Magazine.
Gibbons-Rauch is PPAI’s manager of professional development, learning programs.
