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Natalie's current passion is shifting outdated paradigms by juxtaposing current beliefs with seemingly contradictory ones to reveal insights to drive the future of work, customer's experiences, businesses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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89: Communication does not mean FIT/PEI

89: Communication does not mean FIT/PEI

We try to get our clients to understand that they are always being assessed for fit. Yet, many only pay attention to image and communication during the formal FIT/PEI interviews and then relapse into very poor communication patterns for the rest of the case. Listeners must understand that they are always being assessed for their communication, leadership, speaking etc skills, and especially during a full case when they are under the most pressure. If you keep this information in mind, good communication behavior becomes second nature to you.

21 Elo 201211min

88: McKinsey Corporate Finance

88: McKinsey Corporate Finance

Finding practice material for corporate finance cases is practically impossible outside Firmsconsulting. We have prepared this podcast outlining a training strategy any listener could follow should they be preparing for McKinsey Corporate Finance interviews. MCF interviews to be tough since candidates must demonstrate above-average strategy skills and a very high domain knowledge of finance, especially the ability to understand underlying concepts and adjust them for the realities of the market. We find this to be the main challenge for clients - getting to understand why a equation exists as it does versus merely being able to replicate the analyses.

15 Elo 201216min

87: Five Phrases to Avoid

87: Five Phrases to Avoid

Communication and image in a case interview is governed by both what you say and how you say. It is true that how you say something tends to carry more weight. However, in some case, certain phrases should definitely be avoided because they cause much damage it is very hard to recover from them. We discuss them in this podcast.

9 Elo 201215min

86: Using Storytelling In Cases

86: Using Storytelling In Cases

Storytelling is a very powerful technique to ensure someone remembers you after an interview. In fact, even when we screen people at Firmsconsulting today, we use this technique I applied as a partner. The rule is simple: if I can remember your key messages from the interview the next day, I would make you an offer. That, of course, assumes you had passed all the other hurdles well enough. One way to be remembered is to be your answers around compelling stories using the New York Times rule of facts, facts and facts with a beginning and end.

3 Elo 201225min

85: Harsh Partners

85: Harsh Partners

Being a young business analyst or associate on the receiving end of blunt and harsh feedback from a partner is a very jarring experience. However, it is also somewhat of a compliment. I never understand this very, very important point until my mentor, a senior partner, pointed this out to me when the managing partner gave me a very time about an initiative I was running. In hindsight, this was one of the most profound lessons I had in my consulting career, and the managing partner became a huge ally when I was up for partnership.

28 Heinä 201225min

84: Anecdotes on Poor Networking Calls

84: Anecdotes on Poor Networking Calls

In this podcast we have listed some of the most common and most significant networking mistakes made by candidates. Since many of these have been made by clients, we have had an opportunity to discuss the mistakes, their motivations, the fall out and their response. Therefore, we can provide a comprehensive discussion on the implications of these mistakes. In general, no matter how badly a McKinsey partner networking call may go, you have little to fear. There are over 2,000 McKinsey partners. if you mess up, you have about 1,999 partners to start again.

22 Heinä 201218min

83: Difference between Learning and Practicing

83: Difference between Learning and Practicing

99% of clients misunderstand learning and practicing. At its essence, you cannot practice McKinsey cases until you learn McKinsey cases. Most candidates start of their case interview preparation by reaching out to colleagues and consultants to practice cases, not having gone through the learning steps. Without a good strategy of separating learning from practicing you will simply absorb what you hear in the practice sessions and none of that is designed to teach you how to do cases. You must separate the learning from the practicing.

16 Heinä 201210min

82: Sanity Checking Estimations in Cases

82: Sanity Checking Estimations in Cases

Many candidates forget to sanity-check their calculations in a case. That is a bad idea. Without a sanity-check there is no way to meaningfully assess the accuracy of your answer. More important, how you perform the sanity check is the key. All sanity-checks must involve the reduction of the answer to a number that you can intuitively compare to your own experiences. Unless you do this, you can never defend your answer.

10 Heinä 20125min

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