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
