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Natalie's current passion is shifting outdated paradigms by juxtaposing current beliefs with seemingly contradictory ones to reveal insights to drive the future of work, customer's experiences, businesses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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147: McKinsey, Bain, BCG Johannesburg

147: McKinsey, Bain, BCG Johannesburg

This extremely detailed podcast offers advice and information on the rise of Sub-Saharan offices – Nigeria and South Africa, the rise of African candidates, types of work done in these offices, the interview process and challenges faced by candidates, key partners, key clients, significant projects, hiring strategies, recruiting firms used, expatriate strategies and more. It is one of several detailed office podcasts we have released for the English-speaking offices.

29 Juli 201339min

146: Estimation Sensitivities During Calculations

146: Estimation Sensitivities During Calculations

This podcast looks at how to make estimations when calculating smaller values or working with enclosed spaces like restaurants, the importance of sensitivity analyses and a new limitation of demand-driven cases. This is a very important technique which can significantly improve accuracy and efficiency in case math.

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145: Too Junior For a Partner Meeting

145: Too Junior For a Partner Meeting

Last week, an associate we placed at BCG emailed with a dilemma. A senior partner and managing director of the firm was visiting her office and she wanted to meet him. Her colleagues told her to forget about it as she was too junior to warrant his attention. Her peers who gave her this advice may have a few years at BCG but they clearly do not understand the culture of the firm at all. Senior partners always make time for consultants and are always looking to meet young and enthusiastic new employees. Giving the strict vetting process, when you join you are merely a young leader, never a young person. This podcast explains my views on this as a former partner.

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144: Guidelines When Seeking Help In Case Interviews

144: Guidelines When Seeking Help In Case Interviews

Going into interviews aspiring consultants will be relying an a huge number of people for help: peers, classmates, consulting alumni, consultants, career counselors etc. This podcast offers some simple suggestions on how to seek and use help without hurting your relationships in the long-term.

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142: Barter System in Cases To Ask for Information

142: Barter System in Cases To Ask for Information

A steep hurdle for many candidates is knowing how and when to ask for information / advice from an interviewer. To help our candidates, we developed the barter system / concept to fix this problem using a very simple technique. As explained in the podcast, the concept requires the candidate to first offer the interviewer their thoughts/ideas before asking for anything more. This ensures the candidate does not fall into the trap of asking for information without offering anything in return.

5 Juli 20133min

141: Damaging Resume Cliches Across Firms

141: Damaging Resume Cliches Across Firms

Editing out cliches from Deloitte and Accenture resumes tends to take up the majority of time when we work with candidates from these firms, and the other accounting firms like PWC, E&Y and KPMG. Typically, when we start the editing sessions, it is very difficult for the client to see how vague and misleading their resume really is. This podcast explains this concept and can be used to edit your own resume.

29 Juni 201312min

140: Watching cases Vs. Listening to Cases

140: Watching cases Vs. Listening to Cases

When learning cases, it is far more effective to watch a person on Skype or in person. The problem with merely practicing over the phone or another verbal format is that you cannot observe crucial mannerisms or allow your practice partner to observe you. The only time practicing verbally makes sense is when you have a very experienced person working with you and they can infer things about your performance based on their experience. We advice most clients to practice in person should the opportunity present itself.

23 Juni 20134min

139: Neat Calculation Sheets Are Important

139: Neat Calculation Sheets Are Important

This podcast explains why neatness and writing style is so important. It is really surprising how little care candidates take in writing in an appealing way, considering that is all the interviewer can see for the 30-45 minute case. Neat writing will not get you an offer, but it can be an annoying distraction both to you and the interviewer.

17 Juni 20134min

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