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Natalie's current passion is shifting outdated paradigms by juxtaposing current beliefs with seemingly contradictory ones to reveal insights to drive the future of work, customer's experiences, businesses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(817)

213: How Michael fixed a stuttering problem

213: How Michael fixed a stuttering problem

This podcast draws on the feedback of one of our principals, Michael Boricki who was a Big-3 principal and left the firm on the day after he was appointed director, to discuss the technique he used to not only fix a stuttering problem, but use the pain from fixing the problem to introduce broader, and much needed, flexibility in this communication techniques.

24 Aug 201414min

212: Vague McKinsey/BCG feedback is good

212: Vague McKinsey/BCG feedback is good

This podcast is built on a discussion we recently had with a Yale PhD. His friend, who made it to the final round of McKinsey, was told that the firm had no specific development areas for her. She just did not make the make cut and she was upset about this lack of feedback, especially having been denied a place at the firm.

18 Aug 201416min

211: Ignore the case interviewer at your peril

211: Ignore the case interviewer at your peril

It is quite common for Firmsconsulting to receive the following emails, questions or comments from clients and readers. When reading the comments below, try to think about why a reader would have these questions. In other words, what are their underlying assumptions?

12 Aug 201412min

210: Yale PhDs, Berkeley PhDs and Harvard MBAs start here

210: Yale PhDs, Berkeley PhDs and Harvard MBAs start here

Due to our longstanding relationships at Yale and Berkeley, since several Firmsconsulting mentors are Harvard alumni, our Harvard and Yale clients' involvement in the development of The Consulting Offer Season 1 and 2, students of these schools receive complimentary access. This podcast offers some unique suggestions for PhDs and MBAs from these schools to use the material. In particular, 32 Harvard MBAs were intimately involved in testing the program between December 2012 and June 2013. We discuss their experiences and advice for using the material.

6 Aug 201417min

209: Unemployed To The Big-3, Behind The Scenes

209: Unemployed To The Big-3, Behind The Scenes

Putting together the September 2013 Quarterly feature article, "Unemployed to the Big-3," was both an interesting and challenging article. It follows the new format of the Firmsconsulting Quarterly. This podcast discusses the lessons you should be taking from this article. The context for those lessons, however, is determined by the way this article was written.

31 Jul 201428min

207: Case Interview Support

207: Case Interview Support

This series of detailed podcasts provides prospective applicants to our program all the information they need to put together an application package, do well in the screening interviews, and, should they be the offered a place in the Firmsconsulting program, succeed at their McKinsey, BCG et al interviews.

19 Jul 201411min

206: Case Interview Coaching

206: Case Interview Coaching

This series of detailed podcasts provides prospective applicants to our program all the information they need to put together an application package, do well in the screening interviews, and, should they be the offered a place in the Firmsconsulting program, succeed at their McKinsey, BCG et al interviews.

13 Jul 201448min

205: Case Interview Networking

205: Case Interview Networking

Networking will not lead to an interview in management consulting. That is because networking is very poorly done and treated merely as a process of asking for help and referrals. We have a very high success rate due to the unusual steps we take to prepare clients. All time allocated in this part of the training is at the sole discretion of Firmsconsulting since it is not subtracted from the 12 hours of coaching.

7 Jul 201412min

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