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 – https://www.linkedin.com/in/drnataliepetouhoff/ Empathy in Action – https://empathyinactionbook.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/