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Natalie's current passion is shifting outdated paradigms by juxtaposing current beliefs with seemingly contradictory ones to reveal insights to drive the future of work, customer's experiences, businesses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

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328: Finding Discrepancies with a Partners' Work as Hook for a Networking Call

328: Finding Discrepancies with a Partners' Work as Hook for a Networking Call

In this 328th and new episode of the Case Interview & Management Consulting complimentary podcast, audio version, we discuss finding discrepancies with a partners' work as "hook" for a networking call. It is very common for aspiring consultants to read partners' articles to find flaws, in the hope of proving their critical thinking skills, and sharing this with the partner to secure a networking call. We explain what happens in these situations.  This podcast is currently available on our new Apps in the complimentary section where NO subscription/membership is needed. Download our Apple and Android Apps, click on browse and scroll to the "Complimentary: no subscription needed" section. You will find the podcast under the "Case Interviews & Management Consulting" channel.  If you find our podcasts useful, we would sincerely appreciate you leaving a genuine review for our Apps and/or iTunes channels. Although this may seem like a small step, these reviews will help us enormously.  Our goal is to help our clients solve mankind's toughest problems. The simple step of leaving a genuine review will help us greatly in pursuing our mission. Thank you in advance.  Do not hesitate to reach out if you have any questions on how to make the most of FC training or if you have any comments/feedback.  Sincerely,  Kris Partner kris@firmsconsulting.com

10 Jan 20188min

327: Bain's Obsession with Fit and Personality

327: Bain's Obsession with Fit and Personality

In this 327th and new episode of the Case Interview & Management Consulting complimentary podcast, audio version, we discuss Bain's obsession with fit and personality during case interviews.  Bain does worry about fit and personality. Enormously. Every client we have ever had, on the eve of their Bain interview, we always tell them, "Hey, you have got to understand that Bain worries about fit and personality." And every client, by and large, says, "Yeah, I understand this. Lets move on to cases."  You have to understand how important this is because a disproportionate number of clients are rejected at Bain due to fit issues.  If Bain is assessing fit at all times, what is a good way to demonstrate fit? This is a question addressed in this podcast.  This podcast is currently available on our new Apps in the complimentary section where NO subscription/membership is needed. Download our Apple and Android Apps, click on browse and scroll to the "Complimentary: no subscription needed" section. You will find the podcast under the "Case Interviews & Management Consulting" channel.  If you find our podcasts useful, we would sincerely appreciate you leaving a genuine review for our Apps and/or iTunes channels. Although this may seem like a small step, these reviews will help us enormously.  Our goal is to help our clients solve mankind's toughest problems. The simple step of leaving a genuine review will help us greatly in pursuing our mission. Thank you in advance.  Do not hesitate to reach out to me at kris@firmsconsulting.com if you have any questions on how to make the most of FC training or if you have any comments/feedback.  Sincerely,  Kris Partner kris@firmsconsulting.com  SIGN UP FOR OUR EMAIL UPDATES HERE & RECEIVE FREE CASE INTERVIEW TRAINING KEEP IN TOUCH: Facebook / Twitter / LinkedIn WANT TO LEARN FROM FORMER STRATEGY PARTNERS? REFER TO THE FIRMSCONSULTING ORIGINAL TRAINING PROGRAMS.

20 Okt 20179min

326: 3 Mistakes When Practicing with McKinsey / BCG Consultants

326: 3 Mistakes When Practicing with McKinsey / BCG Consultants

In this 326th and new episode of the Case Interview & Management Consulting complimentary podcast, audio version, we discuss 3 mistakes made by many candidates when practicing with McKinsey and BCG consultants.  SIGN UP FOR OUR EMAIL UPDATES HERE & RECEIVE FREE CASE INTERVIEW TRAINING KEEP IN TOUCH: Facebook / Twitter / LinkedIn WANT TO LEARN FROM FORMER STRATEGY PARTNERS? REFER TO THE FIRMSCONSULTING ORIGINAL TRAINING PROGRAMS.

30 Sep 201713min

325: How to Present Accomplishments

325: How to Present Accomplishments

In this 325th and new episode of the Case Interview & Management Consulting podcast, audio version, we discuss how to effectively present your accomplishments. SIGN UP FOR OUR EMAIL UPDATES HERE & RECEIVE FREE CASE INTERVIEW TRAINING KEEP IN TOUCH: Facebook / Twitter / LinkedIn WANT TO LEARN FROM FORMER STRATEGY PARTNERS? REFER TO THE FIRMSCONSULTING ORIGINAL TRAINING PROGRAMS.

23 Juli 201721min

324: Major Changes At McKinsey

324: Major Changes At McKinsey

In this episode we discuss the major ongoing changes at McKinsey, 6 new practices and what it means for your career. We also discuss the questions you need to ask when considering roles at McKinsey Design, Analytics, Implementation etc. SIGN UP FOR OUR EMAIL UPDATES HERE & RECEIVE FREE CASE INTERVIEW TRAINING KEEP IN TOUCH: Facebook / Twitter / LinkedIn WANT TO LEARN FROM FORMER STRATEGY PARTNERS? REFER TO THE FIRMSCONSULTING ORIGINAL TRAINING PROGRAMS.

10 Apr 201728min

323: Change to McKinsey Salaries

323: Change to McKinsey Salaries

Michael and Tom discuss another concerning change within McKinsey: an adjustment to McKinsey salaries, which is very subtle but interesting. SIGN UP FOR OUR EMAIL UPDATES HERE & RECEIVE FREE CASE INTERVIEW TRAINING KEEP IN TOUCH: Facebook / Twitter / LinkedIn WANT TO LEARN FROM FORMER STRATEGY PARTNERS? REFER TO THE FIRMSCONSULTING ORIGINAL TRAINING PROGRAMS.

28 Sep 201614min

322: McKinsey's Eroding Culture

322: McKinsey's Eroding Culture

Michael and Tom talk about a major and troubling change in the language McKinsey has started using in their performance evaluations. We discuss what it indicates for McKinsey's future. SIGN UP FOR OUR EMAIL UPDATES HERE & RECEIVE FREE CASE INTERVIEW TRAINING KEEP IN TOUCH: Facebook / Twitter / LinkedIn WANT TO LEARN FROM FORMER STRATEGY PARTNERS? REFER TO THE FIRMSCONSULTING ORIGINAL TRAINING PROGRAMS.

26 Sep 201622min

321: Leaving McKinsey Not in Good Standing

321: Leaving McKinsey Not in Good Standing

Michael and Tom talk about a new concerning change in up or out procedures in one of McKinsey's North American offices, which was unfolding over the last 6 months. We discuss what impact will this have if action is not taken to stop this practice. SIGN UP FOR OUR EMAIL UPDATES HERE & RECEIVE FREE CASE INTERVIEW TRAINING KEEP IN TOUCH: Facebook / Twitter / LinkedIn WANT TO LEARN FROM FORMER STRATEGY PARTNERS? REFER TO THE FIRMSCONSULTING ORIGINAL TRAINING PROGRAMS.

21 Aug 201621min

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