Terry Lim, former COO of premier pet retailer Pet Food Express, spent over 25 years building a work culture where employees are happy and engaged, which translated into a differentiated customer experience. The culture he built resulted in the company winning the "Bay Area Top Workplace" award for 10 years straight and led to Business Insider naming the company in 2015 as one of the "25 Companies That Are Revolutionizing Retail."
Join us as Terry describes his journey to build that culture, and learn some practical tips along the way including: using positive reinforcement to change employees' behavior even when the leader is not present; how to create a culture in which employees feel empowered to break with policy when it's the right thing to do.