Homesnap’s customer experience team, led by Dana Aldis, has achieved a 92% customer satisfaction rating by resolving agent issues while simultaneously educating agents about the company to help boost app and website engagement. Aldis has promoted 10 customer support advisors to various departments within Homesnap. Additionally, Aldis leads the employee experience team, which fosters an empowering office culture, and has maintained an employee Net Promoter Score of 95 for Homesnap, meaning that nearly every employee would recommend it as a great place to work. Aldis supervised the creation of and oversees Homesnap’s culture crew, a bottom-up initiative of roughly 25 employees. This passionate group tackles everything from keeping the office green, planning volunteer events and defining the company’s core values. Guided by those values and Aldis’ leadership, Homesnap has created a culture of empowerment, freedom to fail forward and ownership over one’s work.
What is the best piece of advice you have ever received?
“I would tell myself to quit aiming for perfection. No one is perfect, so you’re not fooling anyone. Instead, strive to make an impact. It’s impossible to make an impact without taking risks and making mistakes, so if you’re not doing those things you won’t leave a legacy that matters.”