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Natalie's current passion is shifting outdated paradigms by juxtaposing current beliefs with seemingly contradictory ones to reveal insights to drive the future of work, customer's experiences, businesses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

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Episoder(815)

80: Consulting Career

80: Consulting Career

Despite all the hype about BCG, McKinsey et al, you will only have a great career after these firms if you are astonishingly strategic in your career choices and also get promoted. If you do not get promoted you will spend the rest of your life explaining why you were not managed out - not a pleasant discussion since you will rarely be believed. This podcast explains some of the decisions you will have to make and how to make them.

28 Jun 201223min

78: How to Prepare for September

78: How to Prepare for September

Too many candidates do their case interview preparation in August and September. While we certainly think 6 months is far to long to spend preparing, we believe candidates need to create a list of their development area and use this to decide their preparation time. No time candidates are the same and weaknesses should drive the preparation time in its totality. Choosing average based on what your friends are doing is generally a very, very bad idea.

22 Jun 201218min

77: How PhD Candidates Should Prepare

77: How PhD Candidates Should Prepare

PhD candidates face three unique circumstances. First, they have to overcome the lack of available timing or guidelines for internship interviews since most thesis advisers will be unlikely to reschedule experiments and summer plans to accommodate McKinsey internship requests. Two, PhD's have certain stereotypes which they personally believe and exhibit such as they are less analytic than MBAs. Third, PhD's need to address the weaknesses consulting firms think they have like an inability to prioritize. This podcast touches on the main issues.

16 Jun 201219min

76: Case Competitions Do Not Help

76: Case Competitions Do Not Help

One of the greatest myths is that entering a case competition will help you prepare for a consulting interview and will impress a consulting firm. Neither is true and this podcast explains why. We specifically encourage our clients to avoid case competitions if they can. If mandatory, we insist they put in the least possible effort.

10 Jun 201220min

75: Myths about Management Consulting

75: Myths about Management Consulting

This general podcast describes some of the common misconceptions applicants and even practicing McKinsey/BCG consultants have about their own firms. It will be useful to anyone who wants to understand some of the broad themes and misunderstandings about the profession.

4 Jun 201213min

74: Writing McKinsey Resumes

74: Writing McKinsey Resumes

This podcast examines the 5 "hard" elements McKinsey looks for in a resume. Yet, the main value of this podcast is in discussing the things McKinsey looks for but is very hard to quantify and describe; what is the best bullet to write, what is an achievement oriented bullet, should education go to the top or bottom, should GMAT scores be included etc. These subtle inclusions all contribute to your resume profile and in our experience, we have never seen a resume that did not have to be substantially re-written.

29 Mai 201229min

73: How to hold networking conversations

73: How to hold networking conversations

Networking calls/coffee chats are tricky. You should not be following the advice found for general recruitment. We insist our clients network with partners so most of the advice we provide is for networking with McKinsey and BCG partners. The reality is that partners are best equipped, and most influential, to assess a unique profile and make a judgement call on the spot. The danger is that if you do not impress the partner, you are very unlikely to go anywhere with further networking. The more atypical your profile, though, the greater the need to network with a partner, and the benefits far outweigh the risks.

23 Mai 20129min

72: Consulting Lifestyle Challenges

72: Consulting Lifestyle Challenges

This podcast unpacks the typical lifestyle of a consultant. It touches on some elements for associates and business analysts, though delves more on the issues and challenges addressed by partners at BCG and McKinsey. Nonetheless, it is a good idea to understand how consulting lifestyle trends change one progresses further and further up the organization. This at the very least will help you decide if you want to stay all the way to partnership. This podcast is largely based on my own experiences as a partner.

17 Mai 201219min

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