Customer-First Culture: Align Priorities That Manifest Loyalty
Pet supply retailer Chewy is renowned for building a customer-first culture that covets brand loyalty. So how did they do it?
According to Remya Narayanaswami, Chewy’s Senior Director of Loyalty, it starts with having leadership who can clarify an enterprise-wide goal. Only then can internal teams check their egos at the door and keep organizational priorities in order.
After an impressive stint with Amazon, Remya is now empowering her Chewy team to bring their customers solutions by getting ahead of customer problems. She gives us an exclusive peek into how she facilitates vastly divergent ideas and why a company’s operational “paper cuts” are a cultural issue. Â
Join us as we discuss:
[7:00] Aligning internal priorities to stem pushback on company initiatives
[18:07] Building a digital experience from a blank canvas
[26:04] Filtering real contributors from the well-intentioned for new projects
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