Chewy Health* President Mita Malhotra shares the attributes she believes are essential for leaders as they seek to build teams that drive growth and create experiences that keep customers coming back. Her key assertions include:
- Build trust daily by encouraging thoughtful questions, offering autonomy, supporting growth and allowing room for mistakes.
- Front desk staff who are empowered to address a client’s need in real-time are able to create experiences that guests remember and boost brand confidence.
- New technologies should enhance your team’s potential, not replace it.
Source: Forbes, December 3, 2025. Link.
Connect employee experience to customer experience. Give employees trust, lead with compassion and stay open to new ways of working; your customers will notice.”
*Chewy Health is the dedicated healthcare arm of Chewy <Link>. They champion the health of veterinary practices, clients and patients through veterinary-driven solutions and initiatives.