Book | Empathy in Action | Earn Trust And Loyalty Using Empathy-Based Business Approaches | Redefining Technology With Dr. Natalie Petouhoff
Dumb chatbots, automated scripts, poor employee interactions, and wasted time frustrate employees and drive away customers. All too often, technology becomes a barrier to real human connection and profitable business.
The ITSPmagazine Podcast · Marco Ciappelli, Sean Martin, ITSPmagazine Redefining Technology, Dr. Natalie Petouhoff
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Show Notes
Dumb chatbots, automated scripts, poor employee interactions, and wasted time frustrate employees and drive away customers. All too often, technology becomes a barrier to real human connection and profitable business.
About the book
Most leaders believe they provide great customer and employee experiences, yet multiple surveys reveal a sad truth: Most customers and employees don’t agree. In this book, CEO Tony Bates and Dr. Natalie Petouhoff explore the reasons customer and employee experiences are often lacking in business today — and they unveil a new approach for creating a customer- and employee-centric business model that yields better long-term results.
Using case studies, impactful stories and a fascinating new framework for creating customer- and employee-centric experiences, the authors demonstrate how leaders are disrupting industries by orchestrating the components of the exponential “Empathy in Action™ Business Flywheel.”
ENERGIZE | customer- and employee-centric leadership
ENGAGE | customer- and employee-centric cultures
EVOLVE | to design thinking and exponential, loyalty-earning technologies
EARN | customer and employee financial value
What's your expectation coming into this conversation? Let us know ... was it met?
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Guest
Dr. Natalie Petouhoff
On Twitter | https://twitter.com/drnatalie
On LinkedIn | https://www.linkedin.com/in/drnataliepetouhoff/
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Resources
Book: Empathy in Action: https://www.empathyinactionbook.com
More about Natalie Petouhoff: https://www.drnatalienews.com
Learn about the OODA Loop: https://en.wikipedia.org/wiki/OODA_loop
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This Episode’s Sponsors
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To see and hear more Redefining Technology stories on ITSPmagazine, visit:
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