232: Dr. Natalie Petouhoff, Shaping empathy from the perspective of your employees and customers

232: Dr. Natalie Petouhoff, Shaping empathy from the perspective of your employees and customers

Welcome to Strategy Skills episode 232, an episode with best-selling author and Customer and Employee Experience Strategist, Dr. Natalie Petouhoff. Get Natalie's book here: https://amzn.to/3O5lSqo

In this episode, Natalie spoke about the need for empathy today and the shift we need to make from focusing on company-centric business strategies to creating employee and customer-centric experiences. She also discussed the importance of customer feedback and how Amazon has used it to thrive. Listening from the other person’s point of view and putting yourself in the shoes of your customers and employees is the key to better human connection and success.

Natalie is a Senior Customer Experience Strategist and Business Consultant at Genesys®. Her career spans many years in technology and customer and employee experience, holding positions in and consulting at companies including Salesforce, Hulu, Marriott, General Motors, General Electric, Sony Pictures Entertainment, Weber Shandwick, Forrester Research, PWC Consulting, Hughes Electronics, Pepsi, Verizon, Best Buy, Procter & Gamble, Chevrolet, and Electrolux.

Her Ph.D. in Material Science and Engineering from the University of California and years as a “rocket scientist” provide her with the left-brain skills to strategically analyze how things work and redesign the world for a better future.

In her endeavors, Natalie has focused on the interplay between the evolution of technology and who we are as humans. From her early days as an engineer, she remains a true believer in “what is good for employees and customers is ultimately what is also good for companies.” As a speaker and participant at Singularity University, she’s captivated by the rapid advancement and impact of exponential technologies and how they are reshaping our lives and businesses.

Natalie’s current passion is shifting outdated paradigms by juxtaposing current beliefs with seemingly contradictory ones to reveal insights to drive the future of work, customer’s experiences, businesses and humanity forward. She believes we can imbue technology with our hopes and dreams for a future focused on bettering humanity. We just need to understand what we are optimizing for and why.

Dr. Natalie is often quoted in NYTimes, USA Today, Bloomberg Businessweek, CRM Magazine, and Peppers and Rogers 1-to-1 Magazine and is also a featured commentator on TV and radio. As an accomplished public speaker, Dr. Natalie is keynote speaker at conferences, both virtual and in-person.

Get Natalie’s book here:

Empathy In Action: How to Deliver Great Customer Experiences at Scale. Tony Bates, Dr. Natalie Petouhoff: https://amzn.to/3O5lSqo

Enjoying our podcast? Get access to sample advanced training episodes here: www.firmsconsulting.com/promo

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132: Apple car & Amazon's core strategy (Monday Morning 8 a.m. #15)

132: Apple car & Amazon's core strategy (Monday Morning 8 a.m. #15)

Hello everyone! This is Monday Morning 8 a.m. (#15), a weekly newsletter where we distill the insights from all of the distractions, articles, and emails that you receive in your inbox every day. In this newsletter, we’re going to focus on four major themes from last week’s news.    To listen to the audio version of this newsletter, search for “Strategy Skills” in any podcast app. To get a written copy with links to mentioned articles sign up here: www.firmsconsulting.com/promo

15 Helmi 202135min

131: Defense is not a strategy (Monday Morning 8 a.m. #14)

131: Defense is not a strategy (Monday Morning 8 a.m. #14)

Hello everyone! This is Monday Morning 8 a.m. (#14), a weekly newsletter where we distill the insights from all of the distractions, articles, and emails that you receive in your inbox every day. In this newsletter, we’re going to focus on four major themes from last week’s news.    To listen to the audio version of this newsletter, search for “Strategy Skills” in any podcast app. To get a written copy with links to mentioned articles sign up here: www.firmsconsulting.com/promo

8 Helmi 202132min

130: How to create a career strategy for an executive (Monday Morning 8 a.m. #13)

130: How to create a career strategy for an executive (Monday Morning 8 a.m. #13)

Hello everyone! This is Monday Morning 8 a.m. (#13), a weekly newsletter where we distill the insights from all of the distractions, articles, and emails that you receive in your inbox every day. In this newsletter, we’re going to focus on four major themes from last week’s news.    To listen to the audio version of this newsletter, search for “Strategy Skills” in any podcast app. To get a written copy with links to mentioned articles sign up here: www.firmsconsulting.com/promo

1 Helmi 202137min

129: The nuances of a private equity strategy (Monday Morning 8 a.m. #12)

129: The nuances of a private equity strategy (Monday Morning 8 a.m. #12)

Hello everyone! This is Monday Morning 8 a.m., a weekly newsletter where we distill the insights from all of the distractions, articles, and emails that you receive in your inbox every day. In this newsletter, we’re going to focus on four major themes from last week’s news.    To listen to the audio version of this newsletter, search for “Strategy Skills” in any podcast app. To get a written copy with links to mentioned articles sign up here: www.firmsconsulting.com/promo

25 Tammi 202130min

128: How to eliminate bureaucratic red tape and bad excuses, with Martin Lindstrom

128: How to eliminate bureaucratic red tape and bad excuses, with Martin Lindstrom

Martin's book THE MINISTRY OF COMMON SENSE: https://amzn.to/3962pE9 Meet New York Times bestselling author Martin Lindstrom (one of TIME magazine’s 100 Most Influential People). We interviewed Martin about his new book THE MINISTRY OF COMMON SENSE: How to Eliminate Bureaucratic Red Tape, Bad Excuses, and Corporate BS. Doesn’t your workplace drive you crazy when you get cc’ed on irrelevant email chains, invited to unnecessary meetings, or forbidden by company policy to do the exact thing your boss commands you to do?  These and many other frustrations stem from the same underlying cause: a lack of common sense! In an interview Martin discusses the most typical roadblocks to common sense: (Bad) customer experience Politics Technology Meetings and Power Points Rules, Regulations, and Policies Compliance and Legal And has remedies for all.  Martin Lindstrom is the founder and chairman of Lindstrom Company, a global branding & culture transformation firm, operating across five continents and more than 30 countries. TIME Magazine has named Lindstrom one of the “World’s 100 Most Influential People,” and for three years running, Thinkers50, has selected Lindstrom to be among the world’s top 50 business thinkers. Among the companies he advises are Burger King, Lowes, Boar’s Head, Beverly Hills Hotels, Pepsi, Nestle and Google. Lindstrom is the author of seven books including several New York Times bestsellers that have been translated into 60 languages. The Wall-Street Journal praised his book Brand Sense as “one of the five best marketing books ever published,” and his book Small Data as “revolutionary,” and TIME called his book Buyology “a breakthrough in branding.”

21 Tammi 20211h 17min

127: Fear is not a strategy (Monday Morning 8 a.m. #11)

127: Fear is not a strategy (Monday Morning 8 a.m. #11)

Hello everyone! This is Monday Morning 8 a.m., a weekly newsletter where we distill the insights from all of the distractions, articles, and emails that you receive in your inbox every day. In this newsletter, we’re going to focus on four major themes from last week’s news.    To listen to the audio version of this newsletter, search for “Strategy Skills” in any podcast app. To get a written copy with links to mentioned articles sign up here: www.firmsconsulting.com/promo

18 Tammi 202130min

126: One of the biggest strategy shifts ever in the next 10 to 20 years (Monday Morning 8 a.m. #10)

126: One of the biggest strategy shifts ever in the next 10 to 20 years (Monday Morning 8 a.m. #10)

Hello everyone! This is Monday Morning 8 a.m., a weekly newsletter where we distill the insights from all of the distractions, articles, and emails that you receive in your inbox every day. In this newsletter, we’re going to focus on four major themes from last week’s news.    To listen to the audio version of this newsletter, search for “Strategy Skills” in any podcast app. To get a written copy with links to mentioned articles sign up here: www.firmsconsulting.com/promo

11 Tammi 202128min

125: Netflix vs. Disney+ vs. AppleTV vs. HBO Max (Monday Morning 8 a.m. #9)

125: Netflix vs. Disney+ vs. AppleTV vs. HBO Max (Monday Morning 8 a.m. #9)

Hello everyone! This is Monday Morning 8 a.m., a weekly newsletter where we distill the insights from all of the distractions, articles, and emails that you receive in your inbox every day. In this newsletter, we’re going to focus on four major themes from last week’s news.    To listen to the audio version of this newsletter, search for “Strategy Skills” in any podcast app. To get a written copy with links to mentioned articles sign up here: www.firmsconsulting.com/promo

21 Joulu 202030min

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