Freshpet's Lisa Diehl: Leading Innovation in Pet Parent Consumer Experience

BRAND SPOTLIGHT SERIES: INSIGHTS FROM TODAY'S LEADERS IN CUSTOM EXPERIENCE

In our exclusive interview with Lisa Diehl, Director of Consumer Care at Freshpet, we delve into her extensive background and the innovative solutions she brings to the consumer experience.

Background and Journey to Freshpet

Lisa's career journey in the travel industry spanned nearly three decades, starting from Chicago. Initially working in leadership roles within corporate travel management companies, she then transitioned to online platforms at Orbitz.com where she managed consumer relations for about 15 years. Lisa’s expertise evolved further as she shifted her focus to CPG sectors in California with Blue Diamond Growers and now leads Consumer Advocacy efforts at Freshpet.

Day-to-Day Responsibilities

As Director of Consumer Care, Lisa's dly tasks revolve around amplifying the voice of consumers by fostering communication between Freshpet and its Pet Parents. She oversees an internal consumer care team while collaborating closely with Freshpet's external contact center partner Callzilla to ensure seamless support for the pet owners reaching out for help.

Furthermore, Lisa ensures Freshpet effectively communicates through preferred channels with her team managing relationships with Emplifi, a technology partner responsible for workflow optimization and data integration across all touchpoints. Lastly, she supports the integration of vet partners who offer expert care in conjunction with Freshpet's food to manage pet health issues.

Memorable Customer Feedback

One standout story shared by Lisa highlights the positive impact Freshpet has on pets’ lives. For instance, Abby, a 14-year-old dog, experienced remarkable improvements after switching to Freshpet’s food. From being immobile and battling severe diarrhea to showing signs of recovery including increased mobility, pet owners prsed how Freshpet's products have enriched their pets' quality of life.

Differentiating Freshpet

What sets Freshpet apart in a crowded market is its commitment to providing wholesome nutrition for dogs and cats through its unique approach. By gently cooking with no preservatives to mntn freshness and using high-quality proteins pred with farm-fresh fruits and vegetables, Freshpet ensures the highest standards in pet food production under the watchful eye of their veterinary nutritionists.

Freshpet continues to prioritize pets’ wellbeing by leveraging the expertise of its Director of Consumer Care, Lisa Diehl. With her passion for animal care and dedication to enhancing consumer experiences, Freshpet is well-positioned to deliver innovative solutions that not only meet but exceed pet owners' expectations.

REVIEW THE FULL SPOTLIGHT

Freshpet Spotlight in July 2024 Issue of CX Insight Magazine

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