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Natalie's current passion is shifting outdated paradigms by juxtaposing current beliefs with seemingly contradictory ones to reveal insights to drive the future of work, customer's experiences, businesses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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71: Advice for Aspiring Female Consultants

71: Advice for Aspiring Female Consultants

It is a ridiculous myth to assume the world is fair and females have an even playing field with males. Females, especially in emerging markets, face unique and trying obstacles during the case interview process. Firmsconsulting has always been fairly direct in telling the truth as we see it to ensure female clients have the correct expectations, understand the hurdles they will face, and are armed with the correct training to handle their interviewers. This podcast explores this topic further.

11 Maj 201227min

70: Managing your Case Interview Image

70: Managing your Case Interview Image

Image management is crucial. A significant part of our approach is around teaching clients to manage, control really, the image they portray. This involves a wide area like dressing, networking, emailing, speaking, hand movements, body language etc. This podcast touches on these elements of image while exploring several in depth. This is one of several detailed podcasts exploring different areas of image management.

5 Maj 201220min

69: Important Case Guidance

69: Important Case Guidance

In our ongoing series of podcasts, we again introduce new advice about case interviews or sometimes view an old topic in a different manner. The objective of these podcasts is to explain concepts like MECE, 80/20, brainstorming, hypotheses etc in different ways so that as many listeners as possible will understand these concepts. We have seen some listeners obtain McKinsey offers merely by using the podcasts to prepare and we therefore want to increase the amount of material we generate - in the hope of helping more listeners.

29 Apr 201211min

68: Analyst to Partner

68: Analyst to Partner

In this podcast I examine my rapid progression up the ranks of the elite firms all the way from analyst to principal and then director. I offer anecdotes or my own experience and especially the mistakes I made, strategies I followed and the lessons I learned along the way. What you find is that analytic skill is very important early on, but being brilliant at analyses only gets you so far - and not very far at that. To push into the partnership ranks you need to have much more skills, especially the ability to influence others, take risks and build your peoples capabilities.

23 Apr 20121h 9min

67: What is business judgement

67: What is business judgement

You cannot and will not improve your case skills from practicing case alone. "Case skills" refers to a variety of skills including body language, communication and especially business judgement. Business judgement effectively means your ability to make reasonable guesses/inferences in business situations. That largely comes from being well read. This podcast breaks down business judgement further and offers advice to improve this skill.ies.

17 Apr 201210min

66: Follow an R&D Strategy Study

66: Follow an R&D Strategy Study

An earlier podcast discussed a fairly labor-intensive case where we needed to literally roll-up our sleeves to find and extract data, and a corporate finance study. This engagement is somewhere in-between. It discusses a study I led to help a major corporation completely redesign their entire R&D strategy and restructure their R&D division, a behemoth of a unit with little direction. I do recall this being one of the friendliest clients I have ever encountered. PhD's usually are this way.

11 Apr 201234min

65: Discuss your analytic skills, sample answer

65: Discuss your analytic skills, sample answer

In this series of podcasts we look at each of the typical McKinsey/BCG FIT/PEI questions and provide a typical answer. Note, that while replicating this approach and standard will help you, we caution you that the main test of fit is in handling the cross-examination of your answer. Most candidates tend to be unprepared for that and we urge you to be very aware this will happen and to practice this interrogation style. You can never memorize your way out of these interrogations questions, since you cannot predict the actual question and, therefore, prepare for them. At least 20% of clients ignore this advice at their peril. The reality is that McKinsey will rarely ask this question directly. They will ask a simple question, not referring to leadership, but expect you to always draw out leadership, analytic, teamwork and "can-do" attributes.

5 Apr 20129min

64: Talk about a leadership example, sample answer

64: Talk about a leadership example, sample answer

In this series of podcasts we look at each of the typical McKinsey/BCG FIT/PEI questions and provide a typical answer. Note, that while replicating this approach and standard will help you, we caution you that the main test of fit is in handling the cross-examination of your answer. Most candidates tend to be unprepared for that and we urge you to be very aware this will happen and to practice this interrogation style. You can never memorize your way out of these interrogations questions, since you cannot predict the actual question and, therefore, prepare for them. At least 20% of clients ignore this advice at their peril. Talk about a leadership example, sample answer

30 Mars 201221min

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