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Natalie's current passion is shifting outdated paradigms by juxtaposing current beliefs with seemingly contradictory ones to reveal insights to drive the future of work, customer's experiences, businesses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

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

Jaksot(819)

408: Family Businesses During the Pandemic (with Josh Baron)

408: Family Businesses During the Pandemic (with Josh Baron)

Welcome to an episode with Josh Baron. Get Josh's new book here: " data-userid="751940007443001344" data-orgid="751940008097312768">https://amzn.to/3iRZ531 Josh Baron is a partner and co-founder of BanyanGlobal, a professor at Columbia Business School, a thought leader, and author of Harvard Business Review Family Business Handbook: How to Build and Sustain a Successful, Enduring Enterprise (HBR Handbooks). He has worked closely with family-owned companies, foundations, and offices for over a decade now. He has been helping these families define their purpose as owners and establish strategies to accomplish their goals. He is also teaching MBA courses on Family Business Management and Managing Conflict in Family Business. He has also written articles for The Huffington Post, Trust & Estates Magazine, and Family Business Magazine, among others. HBR FAMILY BUSINESS HANDBOOK: How to Build and Sustain a Successful, Enduring Enterprise. Josh Baron: https://amzn.to/3iRZ531 Enjoying our podcast? Get access to sample advanced training episodes here: www.firmsconsulting.com/promo We use affiliate links whenever possible (if you purchase items listed above using our affiliate links, we will get a bonus).

4 Loka 20211h 1min

407: When promotions end and the runway ends (Monday Morning 8 a.m. #25)

407: When promotions end and the runway ends (Monday Morning 8 a.m. #25)

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

17 Touko 202139min

406: What's going to happen seven moves down the chessboard (Monday Morning 8 a.m. #26)

406: What's going to happen seven moves down the chessboard (Monday Morning 8 a.m. #26)

Hello everyone! This is Monday Morning 8 a.m. (#22), 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

3 Touko 202120min

405: If Disney+ is just starting with streaming, where is Disney+ going? (Monday Morning 8 a.m. #24)

405: If Disney+ is just starting with streaming, where is Disney+ going? (Monday Morning 8 a.m. #24)

Hello everyone! This is Monday Morning 8 a.m. (#22), 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 Huhti 202138min

404: Consulting case interview (McKinsey, BCG, Bain) example: Netflix case, The Consulting Offer

404: Consulting case interview (McKinsey, BCG, Bain) example: Netflix case, The Consulting Offer

Consulting case interview (McKinsey, BCG, Bain) example: Netflix case, The Consulting Offer Sign up here for free resources: www.firmsconsulting.com/promo

13 Huhti 20219min

403: The Philadelphia 76ers and the New Jersey Devils Aren't Sports Organizations (Monday Morning 8 a.m. #23)

403: The Philadelphia 76ers and the New Jersey Devils Aren't Sports Organizations (Monday Morning 8 a.m. #23)

Hello everyone! This is Monday Morning 8 a.m. (#22), 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

13 Huhti 202127min

402: Tesla is not an electric car company (Monday Morning 8 a.m. #22)

402: Tesla is not an electric car company (Monday Morning 8 a.m. #22)

Hello everyone! This is Monday Morning 8 a.m. (#22), 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

5 Huhti 202136min

401: The unspoken truth about strategy (Monday Morning 8 a.m. #21)

401: The unspoken truth about strategy (Monday Morning 8 a.m. #21)

Hello everyone! This is Monday Morning 8 a.m. (#21), 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

5 Huhti 202145min

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