Most leaders believe they provide great customer and employee experiences, yet multiple surveys reveal a sad truth: Most customers and employees don’t agree. In this book, CEO Tony Bates and Dr. Natalie Petouhoff explore the reasons customer and employee experiences are often lacking in business today — and they unveil a new approach for creating a customer- and employee-centric business model that yields better long-term results.
Using case studies, impactful stories and a fascinating new framework for creating customer- and employee-centric experiences, the authors demonstrate how leaders are disrupting industries by orchestrating the components of the exponential “Empathy in Action™ Business Flywheel.”
customer- and employee-centric leadership
customer- and employee-centric cultures
to design thinking and exponential, loyalty-earning technologies
customer and employee financial value
Earn trust and loyalty using empathy-based business approaches
Why are customer and employee experiences often lacking? How can you deliver experiences using Empathy in Action to garner trust and earn loyalty? And what will it take to go beyond the tired declarations that customers or employees are top priorities and actually build a workforce that believes this — and puts it into practice — every day?
Rather than just give lip service to these often-misunderstood ideals, this book offers a surprising new take on how to build businesses that no longer compromise the customer and employee relationship and instead make it their highest priority.
Based on millions of customer interactions and more than a decade of work on the front lines helping some of the world’s largest brands create true engagement, the authors developed a bold set of people-centric business criteria. By putting themselves in the shoes of their customers and employees, leaders can orchestrate experiences that earn trust and loyalty — radically disrupting their industries and exponentially driving better financial performances.
About the Authors
Tony Bates is the Chairman and Chief Executive Officer of Genesys®. A passionate technologist at heart, with sharp business acumen, he’s advanced into trusted executive roles at some of the world’s most respected SaaS companies. With decades of experience steering companies through major market transitions and rapid scaling, he leads the Genesys strategy, direction and operations in more than 100 countries, overseeing a global team of more than 6,000 employees.
Dr. Natalie Petouhoff is a Senior Customer Experience Strategist and Consultant at Genesys. Her work in helping hundreds of brands shift from outdated paradigms to new frontiers has made her one of the top customer experience experts in the world. With a Ph.D. in Engineering from UCLA, she believes we can create technology and organizations focused on bettering humanity by understanding and prioritizing what we are optimizing for and why.