CFO Bookshelf

Is Customer Empathy a Difference Maker?

Jul 9, 2022

01:01:51

Highlights

AI Chapters

Episode notes

The Book Is Sympathy in Action

01:37

Sympathy and Action

02:13

Is This Book for Everyone?

03:49

Introduction

2min

What Is Your Best Definition of Ympathy?

3min

What's the Difference Between Empathy and Sympathy?

3min

Is This Book for Everyone?

4min

What's Going On?

5min

Why Is Customer Centric and Employ Centric So Powerful?

5min

Customer Centricity Not Showing Up on the Balance Sheet?

6min

The Amazon Way by John Rossman

5min

Sympathy and Action

2min

10.

I've Been in Those Cultures as a Management Consultant

5min

11.

How to Measure the Return on Investment of Your Product

2min

12.

What if We Could Measure the Vibe in the Company?

2min

13.

What's Your Thoughts as You Go Through Your Local Grocery Store?

2min

14.

What Would Be Your Advice to an Owner of a UPS Store?

3min

15.

Are You Paying You a Big Check?

4min

16.

What's on Your Bookshelf?

2min

17.

What Are Some of Your Favorite Books Outside of Business?

2min

18.

Is Yon Say, Don't Ever Stop?

2min

19.

The Book Is Sympathy in Action

2min

We learn from Atticus in To Kill a Mockingbird, "You never really understand a person until you consider things from their point of view … until you climb into their skin and walk around in it."

Elvis Pressley used to sing, "Before you abuse, criticize and accuse, walk a mile in my shoes."

What may seem so apparent to many is not to others. In this conversation, we unpack the big ideas and linkages between business success and customer empathy with Dr. Natalie Petouhoff, the co-author of Empathy in Action.

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