by Dr. Natalie | Jan 13, 2022 | Dr. Natalie's Blog
George Orwell. Now there’s an interesting character. I have always admired him, but not for the reasons you might think. They say empathy is about “stepping into other people’s shoes”. To write Down and Out in Paris and London, Orwell dressed up in shabby shoes and a...
by Dr. Natalie | Jan 12, 2022 | Dr. Natalie's Blog
Original Article Published on Martech.org by Kim Davis “You have two assets without which you cannot have a business – customers and employees,” said Natalie Petouhoff. “Yet they’re not on the balance sheet and we don’t design experiences to maximize their potential.”...
by Dr. Natalie | Dec 3, 2021 | Dr. Natalie's Blog
Original Article Published on Forbes.com Joseph Pine and James Gilmore introduced the idea of the Experience Economy in 1998. Fast forward to this year, in the wake of the COVID-19 pandemic, and Accenture research shows that, to drive growth, companies must reimagine...
by Dr. Natalie | Dec 3, 2021 | Dr. Natalie's Blog
Original article by Adrian Swinscoe, Published on Forbes.com I’ve long advocated about the importance of empathy in customer experience, the need for more of it and why organizations should consider building an empathetic musculature if they want to sustainably...
by Dr. Natalie | Jan 28, 2021 | Dr. Natalie's Blog
In this “new” world we are living in, the ability for an organization to treat their customers and employees with empathy has never been more important. I think pretty much everyone agrees on that. But where I see differences and perhaps what needs to be explored more...
