165. 3 Steps to Building a Collaborative Culture w/ Mark Rosenthal

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 cityHow Mark transitioned from VP to CRO to COOHow an argument helped shape his defining moment as a leaderWhat Mark does to stay engaged with the customer teamWhat the three keys to a collaborative culture are at HqOCheck 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.

Om Podcasten

Creating and delivering better experiences for our customers is the single most important thing we can do today. Learn how Sales, Marketing, and Customer Success leaders create internal alignment, achieve desired outcomes, and exceed customer expectations in a personal and human way. The Customer Experience Podcast explores this challenge at various stages of growth as we all work together on the customer journey from acquisition to advocacy. Each episode features topics like: personal touch, human touch, customer journey, lifecycle marketing, sales process, customer service, customer success, raving fans, video email, video communication, B2B sales and marketing, personalization, automation.