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Natalie's current passion is shifting outdated paradigms by juxtaposing current beliefs with seemingly contradictory ones to reveal insights to drive the future of work, customer's experiences, businesses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

352: Executive coach & Investor Jerry Colonna on his new book, "Reboot: Leadership and the Art of Growing Up"

352: Executive coach & Investor Jerry Colonna on his new book, "Reboot: Leadership and the Art of Growing Up"

Listen to FIRMSconsulting's conversation with Jerry Colonna. Jerry's book, Reboot, is launched this week. You can get it here: https://amzn.to/2XljCEt Jerry, venture capitalist turned executivecoach to CEOs of major companies, shares his blend of entrepreneurial straight talk and ancient philosophies thinking to help people overcome their own psychological traumas that hold them back personally and professionally. https://www.firmsconsulting.com

18 Kesä 201958min

351: Is there a shift in consulting towards implementation?

351: Is there a shift in consulting towards implementation?

Is there a shift in consulting towards implementation? is our response to two listener's questions, "Is there a shift in consulting towards implementation and how do you get the client to implement?" This episode is complimentary and available on iTunes, Youtube, Spotify and many other podcast players. https://www.firmsconsulting.com

7 Kesä 201916min

350: McKinsey careers. How do I become a McKinsey Principal

350: McKinsey careers. How do I become a McKinsey Principal

We recently had a coaching session with a client who could become a #McKinsey Principal in about 12 to 24 months. He is currently a McKinsey Associate Principal and has been a long-time client of FIRMSconsulting. He joined our #caseinterview coaching program when he was at Harvard completing an #MBA and we helped him join McKinsey as an associate. This is our 7th year of coaching him and he is a wonderful young man. In this podcast, we are going to summarize some critical advice we offered him, and other McKinsey Principal-level coaching clients, about moving from associate principal to becoming a McKinsey Principal and, thereafter, McKinsey Director. For more info on the FIRMSconsulting platform, visit us at: https://www.firmsconsulting.com Read related article: https://www.firmsconsulting.com/quarterly/mckinsey-principal/

19 Huhti 201912min

349: McKinsey careers. How do I join McKinsey Digital?

349: McKinsey careers. How do I join McKinsey Digital?

How do I join McKinsey Digital is episode 349 of Case Interviews & Management Consulting iTunes podcast channel. KEEP IN TOUCH:  Instagram / Facebook / Twitter / LinkedIn  WANT TO LEARN FROM FORMER STRATEGY PARTNERS FROM MAJOR CONSULTING FIRMS? SIGN UP FOR ACCESS TO SELECTED EPISODES HERE.

9 Huhti 201915min

348: Is an arts or law background worthless to management consulting?

348: Is an arts or law background worthless to management consulting?

"Career guidance: Is an arts or law background worthless to management consulting?" is episode 348 of our Case Interviews & Management Consulting channel. KEEP IN TOUCH:  Instagram / Facebook / Twitter / LinkedIn  WANT TO LEARN FROM FORMER STRATEGY PARTNERS FROM MAJOR CONSULTING FIRMS? SIGN UP FOR ACCESS TO SELECTED EPISODES HERE. https://www.firmsconsulting.com

10 Maalis 201925min

347: Why do Western interviewers incorrectly assume Asian males lack confidence

347: Why do Western interviewers incorrectly assume Asian males lack confidence

"Why do Western interviewers incorrectly assume Asian males lack confidence" is episode 347 of our Case Interviews & Management Consulting channel.   KEEP IN TOUCH:  Instagram / Facebook / Twitter / LinkedIn  WANT TO LEARN FROM FORMER STRATEGY PARTNERS FROM MAJOR CONSULTING FIRMS? SIGN UP FOR ACCESS TO SELECTED EPISODES HERE. https://www.firmsconsulting.com

5 Maalis 201919min

346: Career guidance: 52 years old, senior manager and not going anywhere

346: Career guidance: 52 years old, senior manager and not going anywhere

"Career guidance: 52 years old, senior manager and not going anywhere" is episode 346 of our Case Interviews & Management Consulting channel. KEEP IN TOUCH:  Instagram / Facebook / Twitter / LinkedIn  WANT TO LEARN FROM FORMER STRATEGY PARTNERS FROM MAJOR CONSULTING FIRMS? SIGN UP FOR ACCESS TO SELECTED EPISODES HERE. https://www.firmsconsulting.com

22 Helmi 201917min

345: Consulting Interview Questions. Earning $17 per hour, no degree and dreaming of McKinsey and an MBA

345: Consulting Interview Questions. Earning $17 per hour, no degree and dreaming of McKinsey and an MBA

"Consulting interview questions: Earning $17/hour, no degree and dreaming of McKinsey and an MBA" is episode 345 of our Case Interviews & Management Consulting channel. KEEP IN TOUCH: Instagram / Facebook / Twitter / LinkedIn WANT TO LEARN FROM FORMER STRATEGY PARTNERS FROM MAJOR CONSULTING FIRMS? SIGN UP FOR ACCESS TO SELECTED EPISODES HERE. https://www.firmsconsulting.com

8 Helmi 201922min

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