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Natalie's current passion is shifting outdated paradigms by juxtaposing current beliefs with seemingly contradictory ones to reveal insights to drive the future of work, customer's experiences, businesses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(815)

770: Why confidence is important (Case Interview & Management Consulting classics)

770: Why confidence is important (Case Interview & Management Consulting classics)

For this episode, let's revisit a Case Interview & Management Consulting classic where we discuss the importance of confidence in management consulting and how the lack of confidence will impact your performance in crucial situations.   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

9 Huhti 12min

769: What is to be a management consultant (Case Interview & Management Consulting classics)

769: What is to be a management consultant (Case Interview & Management Consulting classics)

For this episode, let's revisit a Case Interview & Management Consulting classic where we discuss the responsibilities of a management consultant, how they should act and how they manage certain kinds of situations. We also cover the type of jobs that management consultants do and the skills they need.   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 Huhti 18min

768: It's not always about being fast in math (Case Interview & Management Consulting classics)

768: It's not always about being fast in math (Case Interview & Management Consulting classics)

What does it mean when someone tells you that you need to be good at math?    For this episode, let's revisit a Case Interview & Management Consulting classic where we discuss the common mistakes when doing math, how to structure your math problems, and what you should do to improve your math skills.   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

2 Huhti 12min

767: Look at long term (Case Interview & Management Consulting classics)

767: Look at long term (Case Interview & Management Consulting classics)

How do you decide on which firm you want to join?  For this episode, let's revisit a Case Interview & Management Consulting classic where we discuss the decision-making criteria for choosing a firm, the three levels of consultant, and the impact of learning from a senior partner in your career.   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

31 Maalis 14min

766: The different types of interview approaches (Case Interview & Management Consulting classics)

766: The different types of interview approaches (Case Interview & Management Consulting classics)

For this episode, let's revisit a Case Interview & Management Consulting classic where we spoke about the different interview approaches used by big consulting firms. We also discuss brainstorming, estimation case, and full case, and how cases are conducted—which we know will be very helpful to you and your career.   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

26 Maalis 15min

765: What types of cases can you expect in a consulting interview? (Case Interview & Management Consulting classics)

765: What types of cases can you expect in a consulting interview? (Case Interview & Management Consulting classics)

For this episode, let's revisit a Case Interview & Management Consulting classic where we talk about the different kinds of cases you may face in an interview and the techniques you can use to solve them. We also discuss the meaning of market sizing and deregulation cases, and the importance of segmentation.   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

24 Maalis 12min

764: Advice for deeply experienced candidates (Case Interview & Management Consulting classics)

764: Advice for deeply experienced candidates (Case Interview & Management Consulting classics)

For this episode, let's revisit a Case Interview & Management Consulting classic where we look at the profile of an older MBA candidate who has extensive oil and gas expertise. We offer some counter-intuitive advice to this candidate for their career and planning. While we use an oil and gas profile, this advice is relevant to any experienced hire and we caution candidates to think very carefully about the quality of their backgrounds when applying this advice to their own needs. The quality is what matters - not the time spent in a sector.   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

19 Maalis 10min

763: Never start training with McKinsey cases (Case Interview & Management Consulting classics)

763: Never start training with McKinsey cases (Case Interview & Management Consulting classics)

This is a mistake common to most case interview candidates. They start with the McKinsey approach. This is a very, very bad idea. McKinsey cases are those were the interviewer leads the case. If you are only trained to do cases in this format, you will never learn how to lead a case. This is no small matter. The prompts and guides provided by a McKinsey interviewer play a significant role in helping you through the case and you will struggle without them. It is best to first learn to do cases where you are pointing out the areas or importance, and once you have developed this skill, thereafter shifting to the interviewer-led format.   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

17 Maalis 14min

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