What It's Like featuring Dr. Natalie Petouhoff

Everlast gained fame as the lead vocalist of the Irish-influenced hip-hop group House of Pain in the early 90s with their infectious hit, Jump Around. But by 1998, House of Pain had disbanded and Everlast, now nearly 30, took on a new persona for his solo career – Whitey Ford. His first hit single, What It’s Like, was more than just a musical departure from the up-tempo rock/rap anthems of his youth - it was a lesson in empathy.

Dr. Natalie Petouhoff believes business leaders often don’t know “What It’s Like” for employees and customers to experience their brand. She co-authored Empathy in Action with Tony Bates, a book that teaches how empathy-based business criteria can transform customer and employee experiences, galvanize trust and loyalty, and drive better business results.

We discuss:

• The biggest misconception about empathy
• What customers really want
• How empathy transforms business practices
• The two most critical missing measures on the P&L statement
• How the pandemic changed the workforce forever
• How emotional connections affect brand service recovery efforts
• The economics of Customer and Employee Experience
• The surprising relationship between empathy and efficiency
• How generational differences impact the workforce zeitgeist

Connect with Dr. Natalie on LinkedIn

Empathy in Action

Music courtesy of Big Red Horse