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Natalie's current passion is shifting outdated paradigms by juxtaposing current beliefs with seemingly contradictory ones to reveal insights to drive the future of work, customer's experiences, businesses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

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55: Inspiring Asian Client's Story

55: Inspiring Asian Client's Story

As a policy, we do not write much about our clients. However, I felt this story was worth sharing. A candidate from an unknown school, from one of the poorest developing countries in the world, lands an offer at BBM. In fact, the first from her country. I have heavily disguised her details to protect her identity. Note, this client was a Firmsconsulting Emerging Fellow, the very first and the reason we started this program, when she was admitted to our program and is part of the scholarship program we run to identify and groom outstanding individuals from the emerging markets and inner cities.

4 Feb 201231min

54: Summer Reading Books

54: Summer Reading Books

These are the 4 books we recommend for summer reading. Two, are among the most important books for management consulting that we recommend for all management consultants. "McKinsey's Marvin Bower" is a book we recommend to every single and aspiring consultant and is the foundation of understanding the values of management consulting.

29 Jan 20127min

53: Some Consultants mislead

53: Some Consultants mislead

This podcast discusses one of the most common problems for candidates. When consultants are indifferent, unwilling to give bad news or insufficiently informed, they can provide misleading information which costs time and money. The irony is that candidates place too much emphasis on this feedback and sometimes hurt their chances. We discuss the reasons why this happens, common phrases to be aware off and ignore and how to carefully read between the lines when accepting feedback.

23 Jan 201219min

52: Proving our techniques on dialogue

52: Proving our techniques on dialogue

Last week we attended a graduation dinner for a candidate, who insisted we prove to her that it is possible to speak authoritatively on any subject and with zero preparation. She introduced us to a doyen of health economics to test this theory. FYI – we were not prepped in advance and do not know anything about the field. We wanted to show her techniques to manage such situations. Listen to what happens.

17 Jan 201218min

51: Networking Mistakes

51: Networking Mistakes

Tackles some the recent problems we have seen with candidates. We have tried to stay away from conventional advice and address issues not commonly discussed. Since this is largely based on the tactics we advise our clients to follow, it is bound to be counter to the plethora of advice you find in many books and on many sites.

11 Jan 201219min

50: Analyst-Partner mistakes

50: Analyst-Partner mistakes

This long podcast (60 minutes) examines the common mistakes consultants make at each level of their career. I have gone into some detail to explain my own mistakes, and that of former and current colleagues. Some of the advice is counter-intuitive and I have stayed away from generic advice. This will be very useful to aspiring consultants who need to understand what it takes to succeed at each level.

5 Jan 201259min

49: Join Accenture etc?

49: Join Accenture etc?

We get this question more times than you can imagine. We also get a chorus of Accenture people telling us we are wrong, and they are "eating McKinsey's lunch." I think the question posed is incorrect and the defense of Accenture is incorrect. This podcast explains why. BBM are good at advising decision makers on general management issues. They excel at that. They are pretty much no-where in the implementation space. Accenture, Deloitte SO etc have their areas of strength, but it is not in the general management advisory space. They are both good at different things. Decide what you want to do and then pick the firm. However, don't assume a firm is good everything, and if you have never worked at BBM, don't believe everything your Accenture/Deloitte/[add your firms name here] partner says. Get first-hand information. FYI – Kennedy Research, the Economist and IDC Research are not first-hand information and neither is getting the opinion of a junior person or someone with just one or two years experience.

30 Dec 201113min

48: BCG And Clients

48: BCG And Clients

Not all BCG engagements begin via a call from the CEO or Chairman of the board. Many do, but life is not that simple. Some, unusually, begin with a call from a middle-manager who does not speak English well. What differentiates BCG, and McKinsey, from Tier-2 firms, however, is how we handle these calls, understand the deeper problems, and cascade the issues upwards until, when the time counts, we are in front of the board. Most Tier-2 firms receiving the same call would settle to try to sell the middle-manager a $100K project or simply dismiss him as unimportant. BCG uses it has an opportunity to learn.

24 Dec 201140min

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