493: Shaping empathy from the perspective of your employees and customers (with Dr. Natalie Petouhoff)

493: Shaping empathy from the perspective of your employees and customers (with Dr. Natalie Petouhoff)

Welcome to an episode with best-selling author and Customer and Employee Experience Strategist, Dr. Natalie Petouhoff. Get Natalie's book here: https://amzn.to/3z2fKsU

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Natalie's current passion is shifting outdated paradigms by juxtaposing current beliefs with seemingly contradictory ones to reveal insights to drive the future of work, customer's experiences, businesses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/3z2fKsU

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23: Consultant to Partner

23: Consultant to Partner

Most people have a romanticized view of management consulting work. Usually wrong. I wanted to talk about my typically day/week as an associate (MBA level) consultant, and particularly how that changed as I moved up the ranks to the partnership. It will help you understand why mental math is so useful, as well as the extreme stresses of the job. Keep in mind that I was a very, very driven partner. It was very normal for me to work most of Saturday and Sunday and I typically traveled on a Saturday night so I could arrive in a new city the day before the week began. This allowed me to adjust and prepare adequately for the week ahead. Many partners could, and do travel less. I still maintain an aggressive work and travel schedule and have never formed a family. It all depends on priorities and client demands.

27 Heinä 201125min

22: McKinsey's True Impact

22: McKinsey's True Impact

Just about every potential candidate we screen talks about the impact management consulting has on major corporations and governments around the world. Indeed, that remains an alluring reason to join BBM. In this podcast, I wanted to discuss the true impact of management consulting, by reflecting on one of my own projects, and discussing the real power and responsibility of management consulting. This will help you understand why cases are so tough. When thinking about the role and impact of management consultants, you must always remember the law of scarcity. There is never ever enough investment and jobs to go around. Therefore, when we advise on a plant being built in Poland versus Romania or entering Brazil today and Indonesia later, there will be winning families and losing families. There is no way around it. In the short term, someone will suffer. Your job is to make sure the client benefits no matter the emotional fallout. And there is always emotional impact. It cannot be avoided, though junior consultants are almost always shielded from it.

21 Heinä 201125min

21: A tough client's lessons and failures

21: A tough client's lessons and failures

Podcast: Day 0 with a tough candidate Early this year, we spent a week in Middle East helping a candidate prepare for his case interviews. The son of a former client, this series of podcasts outlines the difficulties of placing someone starting from a zero base of preparation. I mean zero. We have changed some details but all the insights and examples are real. We were brought in to spend an entire week taking this candidate through a crash course in case preparation. In this first podcast we clearly outline the challenges we would need to overcome.

15 Heinä 201123min

20: The types of cases that exist

20: The types of cases that exist

Many candidates are confused between the different types of cases: interviewer led, interviewee led, brainstorming, market entry, market sizing etc. In this podcast we will discuss the different types of cases you will face and where you will likely encounter them.

9 Heinä 201111min

19: Types of cases between firms

19: Types of cases between firms

McKinsey, BCG, Bain and Roland Berger use similar but not the same case styles. Within even one firm, styles may differ. Each firm uses a very different interview style. We discuss the different styles to expect and how to handle the questions you will encounter. We also rank the difficulty of the cases from each firm. Expect some counter-intuitive ordering.

3 Heinä 201114min

18: Comparing Offers between firms

18: Comparing Offers between firms

How do you pick the firm to build your career: prestige, ranking, salary, feedback from friends or friendliness of the interviewer? Actually none of these will help you. In this podcast we explain how outstanding consultants build their careers and what you need to consider when choosing a firm.

27 Kesä 201113min

17: Arithmetic skills actually needed for cases

17: Arithmetic skills actually needed for cases

We were forced to prepare this podcast after realizing how poorly candidates prepare for the arithmetic rigor they need to display. For some reason candidates believe practicing hundreds of math problems make them better at math. This is not how to learn math in cases. This podcast gives you proper guidance on learning arithmetic for cases, and how to communicate this competency.

21 Kesä 201112min

16: Advising a McKinsey Consultant

16: Advising a McKinsey Consultant

On Monday this week, we had an early lunch at Crush restaurant at King West in Toronto. We wanted to advise a recently placed McKinsey associate who was struggling to make the transition. The challenges he faced provide an interesting perspective on what skills you will need as a consultant, and related to this, what you need to show in an interview.

15 Kesä 201117min

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