The Customer Experience Podcast 165. 3 Steps to Building a Collaborative Culture w/ Mark Rosenthal
Oct 26, 2021
43:21
In one of his interviews at his current company, our guest said this to the CEO:
“If we're going to build an organization that truly earns the love of the customer by providing a consistent experience, we need to put the entire customer journey under one umbrella. We also need to train the team to be maniacally focused on the customer — to understand the market, the industry, and the players’ wants, needs, and wins — by training as a whole, not in silos.”
In this episode, I interview Mark Rosenthal, COO at HqO, about executing his vision to create a culture of collaboration.
Why workers need to return to the city
How Mark transitioned from VP to CRO to COO
How an argument helped shape his defining moment as a leader
What Mark does to stay engaged with the customer team
What the three keys to a collaborative culture are at HqO
Check out these resources we mentioned:
Mark Rosenthal on LinkedIn
HqO
Waze
Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.
Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.
“If we're going to build an organization that truly earns the love of the customer by providing a consistent experience, we need to put the entire customer journey under one umbrella. We also need to train the team to be maniacally focused on the customer — to understand the market, the industry, and the players’ wants, needs, and wins — by training as a whole, not in silos.”
In this episode, I interview Mark Rosenthal, COO at HqO, about executing his vision to create a culture of collaboration.
Why workers need to return to the city
How Mark transitioned from VP to CRO to COO
How an argument helped shape his defining moment as a leader
What Mark does to stay engaged with the customer team
What the three keys to a collaborative culture are at HqO
Check out these resources we mentioned:
Mark Rosenthal on LinkedIn
HqO
Waze
Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.
Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.