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Natalie's current passion is shifting outdated paradigms by juxtaposing current beliefs with seemingly contradictory ones to reveal insights to drive the future of work, customer's experiences, businesses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

Episoder(819)

384: Career strategies don't build themselves (Monday Morning 8 a.m. #7)

384: Career strategies don't build themselves (Monday Morning 8 a.m. #7)

Hello everyone! This is Monday Morning 8 a.m., a weekly newsletter where we distill the insights from all of the distractions, articles, and emails that you receive in your inbox every day. In this newsletter, we're going to focus on four major themes from last week's news. To get a written copy with links to mentioned articles sign up here: www.firmsconsulting.com/promo

7 Des 202027min

383: Consulting case interviews. McKinsey, BCG, Bain (MBB) office selection. Australia as a first choice

383: Consulting case interviews. McKinsey, BCG, Bain (MBB) office selection. Australia as a first choice

Consulting case interviews, office selection: McKinsey, BCG, Bain This episode is a short piece from a full session available to FC Insiders on StrategyTraining website and apps. NEW PILOT INITIATIVE - One-on-one advice session with Michael: As many of you know, we have a long waiting list for private coaching with Michael, over 3 years, and a very stringent selection process, very few people are selected. However, we launched a pilot initiative within which a few spots are available now. You are welcome to apply for a one-on-one advice session with Michael. Can be regarding any aspect of your career: helping you develop your career plan, getting Michael's input on specific career challenge you are facing, getting advice on growing/starting your own business, preparing for case interviews, lessons from Lisa's journey to her greencard, etc. To make sure it is a win-win, the advice session is recorded and made available to the FIRMSconsulting community and/or becomes part of FC training content. Additionally, a fee is charged to make this more of a win-win for both parties. This also ensures the seriousness of candidates. This is a very rare opportunity to do a one-on-one session with Michael. If your application is approved you can request additional sessions after your first session, subject to availability. Contact support@firmsconsulting.com for more details and to apply. If you would like to get access to sample episodes from StrategyTraining website, go to www.firmsconsulting.com/promo #MBB #McKinsey #caseinterviews

6 Des 202010min

382: Strategy Is in the Details (Monday Morning 8 a.m. #6)

382: Strategy Is in the Details (Monday Morning 8 a.m. #6)

Hello everyone! This is Monday Morning 8 a.m., a weekly newsletter where we distill the insights from all of the distractions, articles, and emails that you receive in your inbox every day. In this newsletter, we're going to focus on four major themes from last week's news. To get a written copy with links to mentioned articles sign up here: www.firmsconsulting.com/promo

30 Nov 202024min

381: 3 reasons why you need a framework when solving a case during a consulting case interview

381: 3 reasons why you need a framework when solving a case during a consulting case interview

TCO V Ritika Mohan, Ph.D, joins McKinsey Chicago. An excerpt from one of the episodes we released for our members. Ritika Mohan is a University of Illinois, Urbana-Champaign M.S. & Ph.D., and University of Arizona, Tucson BS graduate who we trained to join MBB Midwestern USA. In The Consulting Offer watch former McKinsey et al senior partners mentor real candidates into the most elite consulting firms. Across 5 seasons, the program has never failed to place a participant. WHAT IS IT: The Consulting Offer is a groundbreaking case interview training program using REAL participants. All training is done by ex-McKinsey, BCG et al partners using the techniques we developed in our 1-on-1 coaching programs where we have an 80% placement rate. Subscribers can watch video recordings of the candidates being trained for McKinsey, BCG and Bain case interviews. The show is now in its 6th season with all seasons available for streaming. There is NO other program in the world with real candidates being trained in real time with the results made public. Everything on StrategyTV.com along with our most advanced strategy programs can be found on StrategyTraining.com. Members can watch all episodes here: https://www.strategytraining.com/tco-v-ritika-mohan-ph-d-joins-mckinsey-chicago Become a member: https://www.firmsconsulting.com/product/premium/ Access FREE training: http://www.firmsconsulting.com/promo

29 Nov 20204min

380: Focus only on valuation is shortsighted (Monday Morning 8am #5)

380: Focus only on valuation is shortsighted (Monday Morning 8am #5)

Hello everyone! This is Monday Morning 8 a.m., a weekly newsletter where we distill the insights from all of the distractions, articles, and emails that you receive in your inbox every day. In this newsletter, we're going to focus on four major themes from last week's news. To get a written copy with links to mentioned articles sign up here: www.firmsconsulting.com/promo

23 Nov 202026min

379: McKinsey interview feedback. McKinsey USA offer. TCO V Ritika

379: McKinsey interview feedback. McKinsey USA offer. TCO V Ritika

TCO V Ritika Mohan, Ph.D, joins McKinsey Chicago. An excerpt from one of 25 episodes (episode 24) we released for our members. Ritika Mohan is a University of Illinois, Urbana-Champaign M.S. & Ph.D., and University of Arizona, Tucson BS graduate who we trained to join MBB Midwestern USA. In The Consulting Offer watch former McKinsey et al senior partners mentor real candidates into the most elite consulting firms. Across 5 seasons, the program has never failed to place a participant. WHAT IS IT: The Consulting Offer is a groundbreaking case interview training program using REAL participants. All training is done by ex-McKinsey, BCG et al partners using the techniques we developed in our 1-on-1 coaching programs where we have an 80% placement rate. Subscribers can watch video recordings of the candidates being trained for McKinsey, BCG and Bain case interviews. The show is now in its 6th season with all seasons available for streaming. There is NO other program in the world with real candidates being trained in real time with the results made public. Everything on StrategyTV.com along with our most advanced strategy programs can be found on StrategyTraining.com. Members can watch all episodes here: https://www.strategytraining.com/tco-v-ritika-mohan-ph-d-joins-mckinsey-chicago Become a member: https://www.firmsconsulting.com/product/premium/ Access FREE training: http://www.firmsconsulting.com/promo

20 Nov 202012min

378: How to be a leader (Monday Morning 8 a.m. #4)

378: How to be a leader (Monday Morning 8 a.m. #4)

Hello everyone! This is Monday Morning 8 a.m., a weekly newsletter where we distill the insights from all of the distractions, articles, and emails that you receive in your inbox every day. In this newsletter, we're going to focus on four major themes from last week's news. To listen to the audio version of this newsletter, search for "Strategy Skills" in any podcast app. To get a written copy with links to mentioned articles sign up here: www.firmsconsulting.com/promo

16 Nov 202026min

377: How to build a pandemic strategy (Monday Morning 8 a.m. #3)

377: How to build a pandemic strategy (Monday Morning 8 a.m. #3)

Hello, everyone! This is Monday Morning 8 a.m., a weekly newsletter where we distill the insights from all of the distractions, articles, and emails that you receive in your inbox every day. In this week's newsletter, we're going to focus on one overarching theme—risk—and you'll see that theme running through all of the big stories this week. So let's see how this new Monday Morning 8 a.m. format goes. Every week we will look at 3-4 themes, or one theme and 3-4 subthemes. What are the big stories and what are the big implications. Let us know if you like or dislike the style. If you're enjoying the Monday Morning 8 a.m., I'd love it if you shared it with a friend or two. You can send them here to sign up. We try to make it one of the best emails/podcasts you get each week, and we hope you're enjoying it. Get written version of Monday Morning 8 a.m. with links to articles we mention: www.firmsconsulting.com/promo

9 Nov 202021min

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