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.