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Natalie's current passion is shifting outdated paradigms by juxtaposing current beliefs with seemingly contradictory ones to reveal insights to drive the future of work, customer's experiences, businesses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

Avsnitt(819)

400: The six tools of successful leaders (Monday Morning 8 a.m. #20)

400: The six tools of successful leaders (Monday Morning 8 a.m. #20)

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

22 Mars 202132min

399: The perils of low costs (Monday Morning 8 a.m. #19)

399: The perils of low costs (Monday Morning 8 a.m. #19)

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

15 Mars 202139min

398: Consulting case interview (McKinsey, BCG, Bain) example: French dairy farm wants to increase revenue

398: Consulting case interview (McKinsey, BCG, Bain) example: French dairy farm wants to increase revenue

We hope you will enjoy the "Consulting case interview (McKinsey, BCG, Bain) example: French Dairy Farm Wants to Increase Revenue" episode. This is excerpt from TCO IV with Sizan, episode 33. This is a market share case. If we gave Sizan a case about a factory she would find it easier to increase production. But it is not as easy when it comes to dealing with animals. This is a case with production element. The part we expect candidates to see is that this is a case about stealing market share. To steal market share there are 4 things you can do. How do you steal market share? 1. Price 2. Place 3. Promotion 4. Product. The 4 Ps of marketing. You need to think about the case. Ask yourself what are we trying to do. We got a dairy company. We want to sell more. What does it mean to sell more? We basically want to increase our market share. How do we take market share? Every single case can be reduced to either increasing revenue or cutting costs. If you trying to sell more milk, you are trying to increase revenue. This is a revenue case where we specifically want to focus on volume. Milk is a commodity. Even organic milk is a commodity. Remember you need to follow the right process during a consulting case interview when you are preparing and going through interviews with companies like McKinsey, BCG, Bain, Deloitte etc. In fact, learning and mastering this process will also greatly help you when you start working as a management consultant, and even once you exit consulting. You can't just rely on your knowledge and experience. Your experience and knowledge can get outdated, but if you follow the right process you are giving yourself the best chance to be a strong problem solver.

9 Mars 202115min

397: Rethinking M&A (Monday Morning 8 a.m. #18)

397: Rethinking M&A (Monday Morning 8 a.m. #18)

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

9 Mars 202137min

396: Apple disrupts a decades-old value chain migration (Monday Morning 8 a.m. #17)

396: Apple disrupts a decades-old value chain migration (Monday Morning 8 a.m. #17)

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

9 Mars 202137min

395: The single biggest strategy shift for the next few decades (Monday Morning 8 a.m. #16)

395: The single biggest strategy shift for the next few decades (Monday Morning 8 a.m. #16)

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

22 Feb 202138min

394: Apple car & Amazon's core strategy (Monday Morning 8 a.m. #15)

394: Apple car & Amazon's core strategy (Monday Morning 8 a.m. #15)

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

15 Feb 202134min

393: Defense is not a strategy (Monday Morning 8 a.m. #14)

393: Defense is not a strategy (Monday Morning 8 a.m. #14)

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

8 Feb 202131min

Populärt inom Business & ekonomi

badfluence
framgangspodden
varvet
rss-jossan-nina
rss-svart-marknad
uppgang-och-fall
affarsvarlden
bathina-en-podcast
rss-borsens-finest
24fragor
avanzapodden
borsmorgon
rss-inga-dumma-fragor-om-pengar
rss-kort-lang-analyspodden-fran-di
kapitalet-en-podd-om-ekonomi
rss-dagen-med-di
lastbilspodden
rss-en-rik-historia
tabberaset
market-makers