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Natalie's current passion is shifting outdated paradigms by juxtaposing current beliefs with seemingly contradictory ones to reveal insights to drive the future of work, customer's experiences, businesses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

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344: Consulting Interview Questions. What advantage PhD students have over MBAs and undergrads?

344: Consulting Interview Questions. What advantage PhD students have over MBAs and undergrads?

"Consulting Interview Questions: What advantage PhD students have over MBAs and undergrads?" is episode #344 of our Case Interviews & Management Consulting iTunes channel, ranked top 5-10 in many countries worldwide for careers. 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

3 Helmi 201920min

343: The Consulting Offer participants. Enter Haris

343: The Consulting Offer participants. Enter Haris

In this episode, we introduce you to another participant from The Consulting Offer IV.  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

3 Helmi 20198min

342: The Consulting Offer participants. Enter Francisco

342: The Consulting Offer participants. Enter Francisco

In this episode, we introduce you to another participant from The Consulting Offer IV.  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. http://www.marketingsavestheworld.com https://www.firmsconsulting.com

8 Tammi 201920min

341: TCO Intro participants. Enter Dylan

341: TCO Intro participants. Enter Dylan

In this episode, we introduce you to another participant from The Consulting Offer IV.  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. http://www.marketingsavestheworld.com https://www.firmsconsulting.com

5 Tammi 201911min

340: Interview with Bill Matassoni

340: Interview with Bill Matassoni

Every now and then, someone comes along and makes the subject of management both fun and insightful. That's what Bill Matassoni has done in his memoir—a combination of compelling stories and contrarian substance—that covers his forty-year career selling what he calls "ephemeral things." In addition to the memoir, Bill plays host to a series of videos that are entertaining, irreverent, and filled with his conviction that marketing is the primary driver of progress in both commercial and social markets. We will soon release Bill Matassoni's memoir and documentary series. If you would like to read a bonus chapter, view advance content and receive other exclusive strategy material, please sign up below. http://www.marketingsavestheworld.com https://www.firmsconsulting.com

30 Marras 201846min

339: Insights from 80% McKinsey & BCG Placement Rate

339: Insights from 80% McKinsey & BCG Placement Rate

In this detailed episode we discuss the steps we took to achieve our unprecedented 80% McKinsey & BCG placement rate. This means of all the clients we have admitted, 80% have joined McKinsey or BCG. The remaining 20% have joined other consulting firms, banks, PE, VC, technology firms etc. Firmsconsulting mainly admits candidates with very challenging backgrounds. We seek out clients who have potential but have not always had the opportunity to realize that potential. Therefore, our very high placement rate is not due to having naturally stronger clients. We use advanced and proprietary teaching techniques to bring out the best in clients who are not an obvious fit for McKinsey. This episode will discuss some of those techniques. If you genuinely find our apps/podcasts useful, we would sincerely appreciate if you leave a review for our apps and/or iTunes channels. It can be done anonymously and this small gesture helps us more than you think. To get access to selected episodes from our paid programs opt-in for email updates on MarketingSavesTheWorld.com & FirmsConsulting.com Kris kris @ firmsconsulting.com SIGN UP TO RECEIVE FREE TRAINING VIDEOS HERE KEEP IN TOUCH:  Instagram / Facebook / Twitter / LinkedIn / WANT TO LEARN FROM FORMER STRATEGY PARTNERS? REFER TO THE FIRMSCONSULTING ORIGINAL TRAINING PROGRAMS.

28 Loka 201856min

338: Management Consulting: Your Ego is Your Enemy

338: Management Consulting: Your Ego is Your Enemy

Since this is the time of year when FC members are going to be negotiating salaries, attending case interviews and anxiously making decisions, we thought it is a good idea to once again reflect on ethics and values. At times like these many sometimes feel that if they could just cut this corner now, everything will be OK... We want to provide some context for how to make decisions that will not only make you feel better in the long term, but will actually leave you better off financially. In this episode we use some interesting anecdotes from Firmsconsulting to articulate these points. If you genuinely find our podcasts useful, we would sincerely appreciate you leaving a genuine review on iTunes. The mission of Firmsconsulting is to make the world better by arming leaders around the world with the necessary skills to solve mankind's toughest problems. The simple step of leaving a genuine iTunes review will help us greatly in pursuing our mission. Good luck to everyone going through the case interview recruitment process.  Kris kris @ firmsconsulting.com SIGN UP TO RECEIVE FREE TRAINING VIDEOS HERE KEEP IN TOUCH: Facebook / Twitter / LinkedIn / Instagram WANT TO LEARN FROM FORMER STRATEGY PARTNERS? REFER TO THE FIRMSCONSULTING ORIGINAL TRAINING PROGRAMS.

14 Loka 201815min

337: From Africa to MBB (McKinsey, BCG and Bain) Europe - Management Consulting  Jobs

337: From Africa to MBB (McKinsey, BCG and Bain) Europe - Management Consulting Jobs

Listen to how this bright and talented lady joined MBB Europe, while based in Africa, despite significant odds. She had no business background whatsoever, graduated from a non target school in a developing country, had never even heard of a consulting club and was previously rejected in the 1st round with MBB (MBB = McKinsey, BCG and Bain). She also experienced excessive discrimination in her home country and we discuss this fallout. These are the kinds of clients in which Firmsconsulting specialiazes. Those with great potential but far from an easy path moving forward. If your background is not ideal listen to this client's story to see that everything is possible if you are disciplined and follow the right guidance. If you genuinely find our podcasts useful, we would sincerely appreciate you leaving a genuine review on iTunes. The mission of Firmsconsulting is to make the world better by arming leaders around the world with the necessary skills to solve mankind's toughest problems. The simple step of leaving a genuine iTunes review will help us greatly in pursuing our mission. Good luck to everyone going through the case interview recruitment process.  Kris kris @ firmsconsulting.com SIGN UP TO RECEIVE FREE TRAINING VIDEOS HERE KEEP IN TOUCH: Facebook / Twitter / LinkedIn / Instagram WANT TO LEARN FROM FORMER STRATEGY PARTNERS? REFER TO THE FIRMSCONSULTING ORIGINAL TRAINING PROGRAMS.

7 Loka 201851min

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