Addressing the entire customer experience requires collaborating with everyone in our enterprise and investing the time to truly understand potential risks and challenges.
By co-creating the pet parent journey with key leaders across the enterprise, silos break down and everyone’s strengths can be harnessed in service of a singular mission. It takes time to build trust and relationships and create breakthrough moments. (Hint: Separate the important from the urgent to truly maximize our influence and impact as a leader.)
Building strong relationships is key to accomplishing a customer-centric enterprise and having influence outside of our individual area of expertise.