493: Shaping empathy from the perspective of your employees and customers (with Dr. Natalie Petouhoff)
Case Interview Preparation & Management Consulting | Strategy | Critical Thinking27 Heinä 2022

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Natalie's current passion is shifting outdated paradigms by juxtaposing current beliefs with seemingly contradictory ones to reveal insights to drive the future of work, customer's experiences, businesses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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778: Sample answer to "Discuss your analytic skills" (Case Interview & Management Consulting classics)

778: Sample answer to "Discuss your analytic skills" (Case Interview & Management Consulting classics)

In this series of podcasts, let's revisit a Case Interview & Management Consulting classic where we look at each of the typical McKinsey/BCG FIT/PEI questions and provide a typical answer. Note, that while replicating this approach and standard will help you, we caution you that the main test of fit is in handling the cross-examination of your answer. Most candidates tend to be unprepared for that and we urge you to be very aware this will happen and to practice this interrogation style. You can never memorize your way out of these interrogations questions, since you cannot predict the actual question and, therefore, prepare for them. At least 20% of clients ignore this advice at their peril. The reality is that McKinsey will rarely ask this question directly. They will ask a simple question, not referring to leadership, but expect you to always draw out leadership, analytic, teamwork and "can-do" attributes.   Here are some free gifts for you:   Overall Approach Used in Well-Managed Strategy Studies free download: www.firmsconsulting.com/OverallApproach   McKinsey & BCG winning resume free download: www.firmsconsulting.com/resumepdf   Enjoying this episode? Get access to sample advanced training episodes here: www.firmsconsulting.com/promo

7 Touko 9min

777: The importance of communication (Case Interview & Management Consulting classics)

777: The importance of communication (Case Interview & Management Consulting classics)

For this episode, let's revisit a Case Interview & Management Consulting classic where we discussed why communication is the most critical skill that a consultant must possess and how to effectively communicate in a logical and structured way.   Here are some free gifts for you:   Overall Approach Used in Well-Managed Strategy Studies free download: www.firmsconsulting.com/OverallApproach   McKinsey & BCG winning resume free download: www.firmsconsulting.com/resumepdf   Enjoying this episode? Get access to sample advanced training episodes here: www.firmsconsulting.com/promo

5 Touko 18min

776: If you speak english (Case Interview & Management Consulting classics)

776: If you speak english (Case Interview & Management Consulting classics)

For this episode, let's revisit a Case Interview & Management Consulting classic where we covered a topic about different offices and locations to work if you are an English speaker and its upside and downside you may consider.   Here are some free gifts for you:   Overall Approach Used in Well-Managed Strategy Studies free download: www.firmsconsulting.com/OverallApproach   McKinsey & BCG winning resume free download: www.firmsconsulting.com/resumepdf   Enjoying this episode? Get access to sample advanced training episodes here: www.firmsconsulting.com/promo

30 Huhti 15min

775: The candidate that we took (Case Interview & Management Consulting classics)

775: The candidate that we took (Case Interview & Management Consulting classics)

For this episode, let's revisit a Case Interview & Management Consulting classic where we spoke about a candidate that we took that did not go well and the important lessons we learned from it.   Here are some free gifts for you:   Overall Approach Used in Well-Managed Strategy Studies free download: www.firmsconsulting.com/OverallApproach   McKinsey & BCG winning resume free download: www.firmsconsulting.com/resumepdf   Enjoying this episode? Get access to sample advanced training episodes here: www.firmsconsulting.com/promo

28 Huhti 20min

774: Brainstorming (Case Interview & Management Consulting classics)

774: Brainstorming (Case Interview & Management Consulting classics)

For this episode, let's revisit a Case Interview & Management Consulting classic where we discuss what brainstorming is in consulting and what it is not. You will learn what you should actually do when asked to brainstorm.   Here are some free gifts for you:   Overall Approach Used in Well-Managed Strategy Studies free download: www.firmsconsulting.com/OverallApproach   McKinsey & BCG winning resume free download: www.firmsconsulting.com/resumepdf   Enjoying this episode? Get access to sample advanced training episodes here: www.firmsconsulting.com/promo

23 Huhti 9min

773: Exit opportunities (Case Interview & Management Consulting classics)

773: Exit opportunities (Case Interview & Management Consulting classics)

For this episode, let's revisit a Case Interview & Management Consulting classic where we spoke about the reality of exit opportunities in management consulting.   Here are some free gifts for you:   Overall Approach Used in Well-Managed Strategy Studies free download: www.firmsconsulting.com/OverallApproach   McKinsey & BCG winning resume free download: www.firmsconsulting.com/resumepdf   Enjoying this episode? Get access to sample advanced training episodes here: www.firmsconsulting.com/promo

21 Huhti 15min

772: Be a professional, don't be a business person (Case Interview & Management Consulting classics)

772: Be a professional, don't be a business person (Case Interview & Management Consulting classics)

What is your understanding of the consulting culture or philosophy? What do you think defines and separates the top consulting firms from the others?   For this episode, let's revisit a Case Interview & Management Consulting classic where we spoke about the real culture of consulting firms apart from what people think it is and what distinguishes great consulting firms from others.   Here are some free gifts for you:   Overall Approach Used in Well-Managed Strategy Studies free download: www.firmsconsulting.com/OverallApproach   McKinsey & BCG winning resume free download: www.firmsconsulting.com/resumepdf   Enjoying this episode? Get access to sample advanced training episodes here: www.firmsconsulting.com/promo

16 Huhti 24min

771: The situation of not having the best undergraduate school (Case Interview & Management Consulting classics)

771: The situation of not having the best undergraduate school (Case Interview & Management Consulting classics)

For this episode, let's revisit a Case Interview & Management Consulting classic where we discuss the situation of those people who may not have had the best undergraduate school, are not landing interviews, or do not impress their interviewer too well and how to fix this kind of problem.   Here are some free gifts for you:   Overall Approach Used in Well-Managed Strategy Studies free download: www.firmsconsulting.com/OverallApproach   McKinsey & BCG winning resume free download: www.firmsconsulting.com/resumepdf   Enjoying this episode? Get access to sample advanced training episodes here: www.firmsconsulting.com/promo

14 Huhti 13min

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