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Natalie's current passion is shifting outdated paradigms by juxtaposing current beliefs with seemingly contradictory ones to reveal insights to drive the future of work, customer's experiences, businesses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

172: CEOs Who Love Consultants At Their Peril

172: CEOs Who Love Consultants At Their Peril

One of the great myths among aspiring consultants, is that strategy consultants go in and basically take over and run the entire strategy and direction of a company. That does happen at times, but is more the exception than the norm. In fact, there are dangers to this outsourcing of thinking. Yet, the danger is not the outsourcing itself, but rather who is doing the outsourcing: a strong and accountable CEO or a weak CEO. The greatest risk to a company is a weak CEO who outsources accountability to consultants. In this podcast, I discuss my own personal experiencing of advising such a CEO and the chaos which ensued.

21 Des 201322min

171: Structure Fails At 60% McKinsey Cases

171: Structure Fails At 60% McKinsey Cases

At least 90% of aspiring management consultants assume that all McKinsey et al cases MUST be solved with frameworks. That is a dangerous myth. At least 60% of all McKinsey full cases (we are not referring to brainstorming, estimates etc) cannot be solved with structures and you will fail if you used structures to solve them. In this podcast, we use the experiences of a client, Felix, to explain how to identify this second group of cases and what you can do to solve them. We particularly look at Felix's coaching session with Kevin Coyne, ex-McKinsey Worldwide Strategy Co-Leader, in Season One of The Consulting Offer.

15 Des 201312min

170: Baker + Rhodes Scholars

170: Baker + Rhodes Scholars

This podcast describes the journeys of two people and where they ended up in life. The first is one of Harvard's most distinguished MBA graduates ever who was not even invited to a McKinsey internship interview. The second is a McKinsey Principal from humble beginnings who is rejected the partnership, not once, but twice. Who they are and what they eventually achieve professionally is a lesson in perseverance, confidence and being analytic.

9 Des 201316min

169: Building a McKinsey BTO Killer

169: Building a McKinsey BTO Killer

In early 2013, we were invited by the chairman of a major IT/Outsourcing provider to analyze their business and determine why their significant acquisitions of strategy/operations/general consulting skills had not created a "McKinsey-Killer".

3 Des 201346min

168: Corporate Strategy Vs Strategy

168: Corporate Strategy Vs Strategy

After 11 years of corporate strategy consulting with the firm, 3 of them as principal, I have tended to take for granted that everyone knows the difference between corporate strategy and other types of strategy engagements like developing a market entry strategy or a pricing strategy. Yet, that is not true.

27 Nov 201330min

167: Consulting Values In Action

167: Consulting Values In Action

An hour ago I ran a screening call for case coaching with a candidate I will call Hector from Deloitte, let's assume the Santiago office. The student was at a very élite school, I will call Wharton. This tiny Deloitte office had for the first time offered to pay for an employee's MBA studies – a huge investment for them. McKinsey was now aggressively trying to recruit the candidate and he was on the brink of pursuing this. I was extremely proud of the way Hector reacted when, upon learning of the source of his funding and obligations, I immediately refused to conduct the screening call because it was not in his best interest. In these moments, we get to see tomorrow's leaders forged.

21 Nov 201319min

166: You Cannot Join McKinsey Strategy

166: You Cannot Join McKinsey Strategy

Far too many candidates demonstrate poor knowledge of consulting by insisting that they want to work for McKinsey strategy and not operations or BTO. This is a flawed strategy which will only hurt their chances in the short, medium and long-term. This podcast explains why and how to compensate for this misunderstanding.

15 Nov 201310min

165: How Do You Gain More Experience

165: How Do You Gain More Experience

Many candidates are declined with the suggestion to gain more work experience. Unfortunately, candidates take this feedback at face value. This podcast explains what this feedback means and suggests a vital shortcut to fix this problem. Hint, it does not require work experience at all.

9 Nov 201312min

Populært innen Business og økonomi

stopp-verden
dine-penger-pengeradet
e24-podden
rss-penger-polser-og-politikk
lydartikler-fra-aftenposten
rss-borsmorgen-okonominyhetene
kommentarer-fra-aftenposten
rss-vass-knepp-show
pengepodden-2
livet-pa-veien-med-jan-erik-larssen
finansredaksjonen
morgenkaffen-med-finansavisen
tid-er-penger-en-podcast-med-peter-warren
utbytte
okonomiamatorene
stormkast-med-valebrokk-stordalen
rss-rettssikkerhet-bak-fasaden-pa-rettsstaten-norge-en-podcast-av-sonia-loinsworth
rss-sunn-okonomi
lederpodden
arcticpodden