The Experience Mindset

I’m reading the book, “The Experience Mindset” as part of a departmental book club, and will document my thoughts here as a form of marginalia.

1) “while many companies are clear on the importance of seamless customer experience and its impact on growth, the role employee experience players has yet to be fully qualified or understood. This is often because leaders feel they can only focus on one stakeholder of the other: customers or employees.” - my experience has been that company culture is experiencing similarly by both employees and customers. If company policy really values the experience of one, it values the experience of the other. Disney might be an exception.

Delta might be another - though the focus on showing up as a team for shared safety is a mandate that overrides an “enjoyable” employee experience.

2) Drucker: “in the knowledge economy everyone is a volunteer, but we have trained our managers to manage conscripts” At one organization, where I was delivering well beyond my job description, my manager spoke to me about “discretionary effort” because I didn’t work long hours. My position was that all of my effort beyond my job description was discretionary - and I could either be accountable to their measure of long hours, or hold myself accountable to working to my potential during normal working hours. They picked option number two and I eventually left due to cultural misalignment. Note that I voluntarily work the hours I need to deliver on project commitments. I will work 50+ hours this week. It’s burning out for the sake of optics that I take issue with.