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Natalie's current passion is shifting outdated paradigms by juxtaposing current beliefs with seemingly contradictory ones to reveal insights to drive the future of work, customer's experiences, businesses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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63: Talk me through your resume, sample answer

63: Talk me through your resume, 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 me through your resume, sample answer

24 Mars 201214min

62: Why is BCG appealing to you, sample answer

62: Why is BCG appealing to you, 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. Why is BCG appealing to you, sample answer

18 Mars 201210min

61: Why are you interested in this office, sample answer

61: Why are you interested in this office, 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. Why are you interested in this office, sample answer

12 Mars 201211min

60: Why did you go to Arizona state, sample answer

60: Why did you go to Arizona state, 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. Why did you go to Arizona state, sample answer

5 Mars 20126min

59: Please elaborate on a weakness, sample answer

59: Please elaborate on a weakness, 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. Please elaborate on a weakness, sample answer

28 Feb 201212min

58: Rules for FIT and PEI Case Interview Questions

58: Rules for FIT and PEI Case Interview Questions

In this podcast we outline some simple guidelines to use for McKinsey and BCG FIT/PEI cases. The objective is to know what each firm is for and then design the answer to address each of those points. The objective of FIT is not to deliver your life story. That is largely meaningless but unfortunately a common tactic used by many candidates.

22 Feb 201214min

57: Strategies for Written Case Interviews

57: Strategies for Written Case Interviews

Written cases, pioneered by Monitor Deloitte, and now used by all firms are very intimidating. Written cases actually test core prioritization skills much better than verbal cases, since written case interviews can dump tonnes of data on a candidate. The trick to written cases is to have a filtering system to find the data you need from the worthless data, and of course, recognizing that not all the data is useful. Written cases mirror cases done in case-method schools like Harvard. Lots of data is provided in those cases, but not all is useful. Your job is to find the useful data and that means having a framework upfront.

16 Feb 201218min

56: Richard Ivey Case Interview Advice

56: Richard Ivey Case Interview Advice

Richard Ivey in Southern Ontario is one of the 4 great case schools in the world - along with Harvard, IESE and Darden - and a school with which we have a deep affiliation given our client history. In recent years we have had much fewer clients, but we still retain a deep understanding of the program and receive many queries from Ivey candidates. This podcast details some of the common questions we receive from Ivey candidates in the hope it answers them all in one location. Much of the advice is counter-intuitive and we hope it helps with your own case interview preparation.

10 Feb 201223min

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