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Natalie's current passion is shifting outdated paradigms by juxtaposing current beliefs with seemingly contradictory ones to reveal insights to drive the future of work, customer's experiences, businesses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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7: English-speaking offices

7: English-speaking offices

Aspiring consultants typically struggle at this selection and arrive at the wrong strategy. When you live in a country with just one BBM office, like most countries, how do you select a 2nd, 3rd or 4th choice? How many options do you realistically have and how do you size them up? Are the UAE and Singapore your only options? This podcast addresses these issues.

22 Huhti 201114min

6: Advice on speaking like a consultant

6: Advice on speaking like a consultant

If you read forums worldwide everyone is obsessed with cracking the case. Yet, most people cannot communicate like a consultant. We hope by reading this post, candidates spend an equal, if not more, time focusing on their communication skills as well. If you cannot speak like a consultant, you cannot be a consultant.

16 Huhti 201116min

5: Families and McKinsey

5: Families and McKinsey

No one will say this, but you should not be planning a family in the formative/early years of McKinsey or BCG. While firms go to great lengths to extol the virtues of their family friendly cultures, at the end of the day, the numbers say otherwise. It is very difficult to balance family demands and the pressures of a McKinsey engagement. It is best to select phases in your life, and early in you career, focus on career building. Related: - The Consulting offer 2: The Challenges of A Chinese female PhD Purusing Consulting - Quarterly Article: Why there are so few female management consulting partners

10 Huhti 201116min

4: Anatomy of a McKinsey Networking Event

4: Anatomy of a McKinsey Networking Event

The most important piece of feedback for a McKinsey, BCG et al networking event is to do nothing. You actually want to draw as little attention to yourself as possible. Networking events are really formats where consulting firms market themselves. There are obviously exceptions, but rarely is this going to be a moment for you to market yourself. For one, there is too much happening around you and you will almost never get an opportunity to dazzle anyone. Related: The Consulting Offer season 2, Episode 1 Partner Networking and Resume Feedback Quarterly article: Networking with Management Consulting Partners

4 Huhti 201120min

3: McKinsey and BCG Networking

3: McKinsey and BCG Networking

Unless you have a stellar resume and profile, you will likely need to do some form of networking to secure an interview. Most aspiring consultants cannot network and treat networking as a "tick-the-box" set of coffee chats and phone discussions. Related: The Consulting Offer season 1, Partner Networking Emails

29 Maalis 201117min

2: Screening McKinsey Resumes

2: Screening McKinsey Resumes

This podcast introduces and discusses the steps firms like McKinsey use to screen and review resumes. Consulting firms and recruiters essentially look for five things: 1 Your school 2 Grades at school 3 Stature of employers 4 Achievements at work 5 Personal experience

23 Maalis 201120min

1: Importance of GMAT Scores

1: Importance of GMAT Scores

This podcast answers the following reader question on GMAT scores and their relevance versus GPA scores when applying to consulting firms.

17 Maalis 201122min

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