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Natalie's current passion is shifting outdated paradigms by juxtaposing current beliefs with seemingly contradictory ones to reveal insights to drive the future of work, customer's experiences, businesses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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237: Taking Leadership as an Associate

237: Taking Leadership as an Associate

It is a myth to assume that you are automatically awarded leadership roles as a bright associate or consultant. Competition for these roles are fierce, assuming you get it, and being "awarded" a role is far less useful than having earned the role in the eyes of your peers. In the latter, teams follow you because they choose too. In this podcast I will outline a technique I used throughout my career to find "rules" which could be broken to take control of engagements and earn the trust of peers and teams.

15 Jan 201520min

236: What is a Good Consulting Mentee?

236: What is a Good Consulting Mentee?

What can Darth Vader from Star Wars and monkeys in Africa teach you about effective mentoring? This podcast touches on those things which define a good mentee both in management consulting and for clients seeking a consulting career. The podcast describes the attributes of both an effective mentee and mentor, and the typical behavior of a "good" and "bad" mentee. Surprisingly, a good mentee should actually give you a small headache.

9 Jan 201524min

235: How Age Impacts Consultants and Applicants

235: How Age Impacts Consultants and Applicants

Having spent a large part of my consulting career in my twenties, since I joined the Firm just shy of my 22 birthday, I personally know what it was like to successfully manage a young image. I was generally the youngest analyst, associate or engagement manager on a team, and a very young principal leading teams. I recall several times managing teams where the youngest person was older than myself. Those kinds of situations invariably raise challenges in controlling one's image and client perceptions. In this podcast, I outline 7 things which can be done to control ageism, and begin by defining how younger and older consultants differ in the signals they send.

3 Jan 201527min

234: The Role of Your Significant Other

234: The Role of Your Significant Other

One oversight we have corrected as we have learned more about our clients, is to understand the role their significant others play in their lives and decisions. We tend to assume that the advice we provide, and actions you take, are largely influenced solely by your wishes. That could not be further from the truth. In some ways, your significant other is a major investor and she/he can cause a lot of problems if you take actions not in keeping with his/her wishes. This interesting podcast, examines the decisions of our youngest client and how we helped her understand the implications of her personal choices as she prepares to join McKinsey.

28 Dec 201430min

233: Racial Prejudices in Management Consulting

233: Racial Prejudices in Management Consulting

The issue of gender disparities and the increasing African-American ratios in management consulting firms have rightly become important issues. Yet, the latter is a frighteningly narrow interpretation of racial prejudices.

22 Dec 201447min

232: McKinsey Paris: Debrief Call After Sasha's Offer

232: McKinsey Paris: Debrief Call After Sasha's Offer

Our client, Sasha recently received an offer from McKinsey Paris for the Operations Practice. This is the third podcast of a series of three interviews with him.

16 Dec 201446min

231: McKinsey Paris: Second Coaching of Sasha

231: McKinsey Paris: Second Coaching of Sasha

Our client, Sasha recently received an offer from McKinsey Paris for the Operations Practice. This is the second podcast of a series of three interviews with him.

10 Dec 201444min

230: McKinsey Paris: First Coaching of Sasha

230: McKinsey Paris: First Coaching of Sasha

Our client, Sasha recently received an offer from McKinsey Paris for the Operations Practice. This is the first podcast of a series of three interviews with him.

4 Dec 201446min

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