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

<p>In one of his interviews at his current company, our guest said this to the CEO:</p> <p>“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.”</p> <p>In this episode, I interview <a href="https://www.linkedin.com/in/markarosenthal/">Mark Rosenthal</a>, COO at <a href="https://www.hqo.com/">HqO</a>, about executing his vision to create a culture of collaboration. </p> <ul><li>Why workers need to return to the city</li> <li>How Mark transitioned from VP to CRO to COO</li> <li>How an argument helped shape his defining moment as a leader</li> <li>What Mark does to stay engaged with the customer team</li> <li>What the three keys to a collaborative culture are at HqO</li> </ul> <p>Check out these resources we mentioned:</p> <ul><li><a href="https://www.linkedin.com/in/markarosenthal/">Mark Rosenthal on LinkedIn</a> </li> <li><a href="https://www.hqo.com/">HqO</a> </li> <li><a href="https://www.waze.com/">Waze</a> </li> </ul> <p>Subscribe, listen, and rate/review the Customer Experience Podcast on <a href="https://itunes.apple.com/us/podcast/the-customer-experience-podcast/id1453581989">Apple Podcasts</a>, <a href="https://open.spotify.com/show/6dv6SvwyqOI02pjzJ8srQq">Spotify</a>, <a href="https://play.google.com/music/listen?u=0#/ps/Ib4mg6ojo5rlrqjdjcdg6oiyx3q">Google Play</a> or <a href="https://podcasts.google.com/?feed=aHR0cHM6Ly9jdXN0b21lcmV4cGVyaWVuY2Vwb2RjYXN0LmxpYnN5bi5jb20vcnNz&amp;hl=en">Google</a> <a href="https://podcasts.google.com/?feed=aHR0cHM6Ly9jdXN0b21lcmV4cGVyaWVuY2Vwb2RjYXN0LmxpYnN5bi5jb20vcnNz&amp;hl=en">Podcasts</a>, and find more episodes on our blog.</p> <p>Listening on a desktop &amp; can’t see the links? Just search for the Customer Experience Podcast in your favori